Help - Instalation no show

higster

Talking to sky as i speak, in nutshel no show from instalation guys today, no contact and now the ofice (Finleys) ain't answering phones....sky person stuck....

higster

1. Booked sky+ package 3 weeks ago
2. confirmed instalation date fro today 2nd dec
3. got cal at 08:30 saying would be over betwen 12 and 4.....took day of work
4 At 3 o'clock rang the mobile # the enginer gave me in the am (after me hasling him)....no answer
5. rang same # ~ 4 times no answer
6. 4pm rang sky....tried enginers #. no response....said must be runing late
7. 5pm rang sky...contacted enginer who said would ring me
8. 5:30...no word from engineer
9. 5:30...rqang sky, no answer from enginer..rnag finlays ofice....now there was no sky card al of a sudden
10. 1.5hrs later stil arguing with sky, at supervisor level......nobody more senior there (wife has taken her turn at it)

I don't intend to wait 2 weks.any sugestions to escalate?

watty

Each time they agree a time and don't show you get credited 10 Euro or £10.

higster

yeah handy i know....but tell that to the wife and kids with no tv for christ knows how long...just sent novel to them....

Sent: 02 December 2005 19:21
To: 'viewerr@bskyb.com'
Subject: SKY Instalation - Dreadful saga
Importance: High


Hi,

I am formally requesting an investigation into the following issues.


1. Aprox. 3 weeks ordered sky+. At same time arranged installation for today 2nd Dec.

2. This morning at aprox 08:30am got call from engineer that they would be calling to the house for installation between 12 and 4 o’clock. To which I agreed. I then requested his mobile number in case of any issue. I then took ½ day of work.

4. At 3 o’clock no sign of engineer. Rang mobile number supplied, no answer. Sent text message no response. Left voice mails no response. Tried # a few more times.

4. 4pm rang sky help line. Operator tried engineer also, no response. She said that they were probably running late and that nothing was flagging on system as an issue therefore should se them shortly.

5. 5pm, still no engineer show. Rang sky, tried engineers #, no joy. Then rang main office of installers...said they would ring me.

6. 5:20 no call therefore rang sky again. Rang installers office (eventually got through) and claimed that the viewing card had not arrived!

7. Spent the next 2hrs trying to understand why this had happened, and how to fix as son as possible. Got heated at times (my wife also joined in). Totally unsatisfactory and seemingly only one level of supervision (i.e. operator and her manager, nobody that seemingly wanted to take responsibility or offer alternatives to the “script” provided to cal centre).



Went around in circles and in a nutshell was told that would have to go back in queue and could take 2 weeks to get installed….NOTE I had cancelled my cable provider on the basis of getting sky today.



So here we are…..

½ day taken of work…..many phone calls, no tv for god knows how long, VERY frustrated……

Some of the questions that are obvious.

Why no sky card…..should have been here plenty of time from when I ordered?
If no sky card why today booked for installation?
If no sky card why call in the am saying they would be a around in the afternoon for installation?
Why no sky card issue not known until 5pm?


I’l be blunt…I do not believe the no sky card excuse…there has to be a way f tracking where they are…….



Other questions…..



Can’t a sky card be “fast tracked” for us since we have been messed around?
Why not make it, courier over and install on Monday? Technically should be possible……
Cannot believe that will potentially be 20th Dec before we get it…because “can’t mess with engineers schedule”.
Think you’re call centre training needs to be looked at for “unusual circumstances” situations.
The only reason I’m not cancelling is that the product is good….looks like the customer service is not.


Reply (or no) reply to this mail will decide my next steps (e.g. small claims court for break in contract or loss of earnings or taking time of for nothing…..or pure publicity)...might sound like a threat but I am extremely frustrated….copies of this mail going on some bulletin boards on the web over the weekend.

shabbyroad

Hate to say it but it's not an "unusual circumstance". Sorry for your troubles.

Sky know you want the business and know you'll take it when you can get it.

higster

Yeah I know but some of the bull (no card) realy got on my wick and for life of me can't understand why rang in am if not going to come....

higster

& I've 2 kids and a wife giving me dirty looks al night and for the next while didn't help

clarkbelt

higster wrote:

& I've 2 kids and a wife giving me dirty looks al night and for the next while didn't help

Well whatever about your kids , your wife should know that it was not YOUR fault Sky didnt show up .

Doubt you will be getting anything in the small claims court .

Take the advice given here in such cases . Hire a local electrical retailer , who generally treat their customers a little better than Sky .

whippet

I was just in a similar situation.

after moving house I waited a month for a saturday installation. No show from engineer, despite at least six calls to sky.

After the usual complaining and trying to get to speak to someone who does not read from a script I had to settle for the next available date.

We live in a new 3 bed semi nothing unusual and when the installers arrived out (my father was waiting) they tried to charge the guts of 80 euro 'cash' for additional cabling, even though they didn't even look around the house. When the auld fellla tol them where to go .. they got very ratty so he threw them out.

I lost the plot with sky and refused to get off the phone (about an hour) until someone who could do something came on. The resolution was an install the following day. Refund for installation charges and half price sky for six months including the multiroom.

The sub contractors for sky installations can be a very mixed bunch. Some genuine and some total rogues.

niallb

What kind of excuse is the "no sy card" anyway?
Could they not have done your installation anyway as agreed,
and posted the card to you, like they would with an updated
or replacement card? Anyone see a problem with that?

NiallB

lazygit

niallb wrote:

What kind of excuse is the "no sy card" anyway?
Could they not have done your installation anyway as agreed,
and posted the card to you, like they would with an updated
or replacement card? Anyone see a problem with that?

NiallB

I agree, its what happned to me.., took the morning off work and the engineer arrived did the install and left, the card arrived a few days later in the post and i finished the install myself..

in saying that.. the engineer did say that in the ROI there not allowed to do the install unless the card has arrived and they can complete the install on the day, lucky for me he had the dish up and the holes in the walls drilled by the time he realised the viewing card had not arrived in the post