Cancelling Sky?

AnFearDearg

Hi

I wonder if anyone out there can help or advise me?

I had Sky installed on 26/04/07. Installation went great and I filled out my direct debit form and returned it. Then the problems started. Firstly, it seems that when I initially rang Sky they spelled my name wrong. I had to ring them back a day later with credit card details and at this point 2 accounts showed up. I was assured that the incorrect account was deleted. A couple of weeks later my channels were cut off. I phoned Sky and was told that "I hadn't returned my contract". I never received a contract so I requested one. I still haven't received it! Since then my channels have been switched off every day, despite assurances from Sky that this wouldn't happen. One agent told me that I didn't need a contract as the initial call was considered a "verbal contract". Another agent told me that the contract was, in fact, the direct debit mandate. Anyway. last Saturday I returned from a day out to be greeted with no pictures again. At that stage I'd had enough and rang Sky and told them that I wanted it de-installed as I could no longer take the apalling service levels. I was then told that I have gone over my cooling off period, so I went mental and gave the guy some well chosen words. Eventually he agreed that I could de-install and put me through to the Cancellations Department. I was then told that a de-install could take place as long as I e-mailed in the request. I did this and then received a reply saying that I couldn't de-install as I had exceeded the cooling off period. Since then it's been a nightmare. Every time I ring I get a different response from the agents and am at my wits end . Any advice would be welcome.

Thanks
Kieran

Our man in Havana

Email James Murdoch and explain it all there in an email. Quote viewing card number etc. You should get satisfaction then.

AnFearDearg

Thanks Bond,.

That worked a treat... See below.

Thanks again,
Kieran

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Dear Mr.

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Thank you for your recent email, addressed to James Murdoch, which has been passed for my attention.

I was concerned to learn of the problems you have encountered recently, in particular, the lack of consideration and assistance you were given when you contacted us. I am sorry that we let you down and would like to take this opportunity to fully resolve this matter.

I will not attempt to justify the unsatisfactory customer service you received from various Sky representatives recently. Suffice to say that we clearly failed you as a valued subscriber, and I very much regret that the matter was not dealt with in a more sympathetic manner when you contacted our Subscriber Management Centre.

However, your experiences will be used to help us address some obvious training needs with the objective of ensuring such circumstances cannot reoccur. I am therefore most grateful that you have taken the time to write to bring these matters to our attention.

I can confirm that a deinstallation has been booked for Tuesday 26 June 2007. The Sky account has been cancelled for you without penalty.

Should you require any further assistance in regards to this matter, please do not hesitate to contact me directly at the address above.

Kind Regards

Natalie Paton
Customer Liaison Consultant

Rosser

Hi just wondering what your plan is now, are you going back to NTL? I'm having some problems with Sky and I'm really missing the NTL b/band so I'm considering going back when my contract expires in Sept.

TheDriver

Fair dues to James Murdoch and Natalie even though its no excuse

AnFearDearg

Rosser,

Not going back to NTL or Chorus anyway. I'd go to Sky again first! In fairness their pics and variety are excellent. It's just that their staff are muppets. The guy came to de-install equipment yesterday. I asked him to leave the dish up and he obliged, so I have an FTA box in use now and to be honest, I don't miss anything yet! Wife is missing the Paramount Comedy Channel alright, but the kids have 5 or 6 cartoon channels. I'll have to organise an RTE/TV3 installation later this week and I'll be away.

Rgds
AFD

byte

Maybe next time (if there is a next time ), go to an independant Sky retailer, where you will have access to a copy of the contract from day 1. Accounts are generally well run at Sky, though if initial DD mandate is lost/misplaced at Sky, things can go a bit pear shaped. I think in these circumstances, Sky can be a bit too trigger-happy, cutting off the channels before there has been a realistic chance for the DD to be sorted out.