Cancelled HD Installation

modrover

Folks, I had the following experience.
Ordered HD Box install for Saturday 9th Feb and received a written confirmation from Sky that I would be contacted at 9am on the day of the install (Sat) to confirm arrival etc. Needless to say 1030 am Saturday came and no contact,so I rang Sky and cancelled the install much to their chagrin.
Whilst I was on the phone to Sky, my mobile rang and guess who....... it was the engineer stating he would be in my area shortly and asking me to call him back.
I ignored the request and went ahead with the cancellation.
Anyone have similar issues?

Mossy Monk

The engineer was running late. This happens in life.

byte

So you cancelled, even though while doing so, the installer was trying to ring you to do the job?

Hasty, no? Considering he was just 1.5 hours behind.

Onikage

Did you have a plane to catch? Get cold feet when you realised the package was overpriced? I'm impatient but if I really wanted it, I would have waited.

However, I will concede that you are within your rights to do so.

Tony

In fairness guys they did say they would call at 9am, OP was not to know at that point that the installer would call later.

Tony

Mossy Monk wrote: »

The engineer was running late. This happens in life.

It does Mossy but when you are late surely a phone call to the customer would not go astray.

Mossy Monk

While the OP was on the phone to Sky the engineer called him. A bit of an over reaction imo.

watty

Seems a bit hasty. Installs easily run late.

Hagar

Good man, well done. What are you watching now?

KTRIC

Over reacting is an understatement.

mustang68

modrover wrote: »

I ignored the request and went ahead with the cancellation.

You had already waited, could you not have called to see where he was?

Padraig Mor

What's everyone attacking the OP for? The installer said he'd ring by 9am (presumably to let him know when he'd be arriving) - an hour and a half later and no call! That's completely unacceptable!

Mossy Monk

An hour and a half later the engineer called the OP's mobile. Where did he say the engineer didn't call?

Padraig Mor

Mossy Monk wrote: »

Where did he say the engineer didn't call?

In his post. Installer is meant to ring by nine to say what time he'll be coming. 10.30 - nothing! How is the OP to know he hasn't been forgotten about?

dmeehan

Padraig Mor wrote: »

How is the OP to know he hasn't been forgotten about?

because he (the installer) rang the OP's mobile

Kotek Besar

If you're late for an appointment, it's common courtesy to call and let the person know you're going to be late. No?

godtabh

I said he'd ring at 9 to say whenhe would arrive. No appointment was made. Total over reaction

Padraig Mor

dmeehan wrote: »

because he (the installer) rang the OP's mobile

Talk about missing the point. The OP rang SKY before the installer rang him. Now, I would have waited for the installer in the OP's situation but it still doesn't excuse the lack of communication.

Kotek Besar

kearnsr wrote: »

I said he'd ring at 9 to say whenhe would arrive. No appointment was made. Total over reaction

The appointment (at that stage) was the phone call at 9.

Mossy Monk

End result is OP didn't get what he ordered even it if was going to be a little late.

Noelie

Sounds like the engineer was going to ring just before he called into you. Even if he was on a job and running late it wouldn't take any additional time to ring at 9 to imform the OP that he would arrive a whatever time.

However the OP continuing to cancel after getting the call is a bit OTT.

Kotek Besar

I just hope it make Sky think twice about their contract installers in Ireland. Without naming them specifically, I for one have experienced this kind of sloppy attitude (and sloppy workmanship) from one of Sky's contractors. Aside from the lateness, he even wanted to use my home's NTL cabling to save him running his own, and huffed and puffed when I told him I actually subscribed to NTL! Total cowboys they were. Never again. Didn't clean up after themselves, took shortcuts wherever they could, it was a very poor quality job indeed.

SoundWave

benifa wrote: »

I just hope it make Sky think twice about their contract installers in Ireland. Without naming them specifically, I for one have experienced this kind of sloppy attitude (and sloppy workmanship) from one of Sky's contractors. Aside from the lateness, he even wanted to use my home's NTL cabling to save him running his own, and huffed and puffed when I told him I actually subscribed to NTL! Total cowboys they were. Never again. Didn't clean up after themselves, took shortcuts wherever they could, it was a very poor quality job indeed.

I found them to be quite the opposite... engineer was quite nice... work was neat and he even offered to run an extra cable to the spare room in case i wanted multiroom in the future....

There is bound to be a few rotten apples out there but from my experience (3 sky installs) they were fine...

To the OP....Fair enough the engineer should have called to say he was running late, but 1.5 hours is hardly an huge issue...

oh and i don't work for sky

Tony

Guys I think we are being unfair.

Nobody called at 9am as promised, I repeat again the OP was not to know someone would call at 10.30, this point seems to have been missed. An over reaction maybe but if a company says they are going to do something they should do it or call the customer and make alternative arrangements.

Hagar

If it was an independent installer the first Sky would know about lateness is when the OP contacts them. Sky book the install in good faith and expect the work to be carried out as promised. The installer let him down, not Sky directly. The op could have called at 9:30 if he was so tied to time. We don't even know why he was let down as the OP didn't give the installer a chance to explain. It could have been a very valid reason.

The OP seems to have vented his feelings at Sky on the phone but when he had the opportunity to do so to the installer on the phone or face to face when the guy turns up on the doorstep he didn't. I wonder why? It's so much easier to shout at someone in Scotland I suppose.:rolleyes:

The bottom line is Sky lost a few euros business, the installer got home a bit earlier on Saturday and the OP has no Sky HD. Who is the biggest loser?

A little bit of anger management* would have gone a long way.



*De Niro was very good in it, pity the OP won't see it now in HD.

Onikage

I know this thread is going on a bit, but...

Hagar wrote: »

The bottom line is Sky lost a few euros business, the installer got home a bit earlier on Saturday and the OP has no Sky HD. Who is the biggest loser?

Financially? Sky. By a country mile.

christo82

I don't understand why the OP's first rection was to call Sky and cancel the package. Surely most people's reaction would be wait for a bit of time(up to an hour at most) after the original agreed time of install, and then in the case of a no-show ring Sky to enquire as to the situation and whether they can contact the installer or at least give the OP a number to ring himself. To make such a rash decision to cancel as the first course of action leads me to the conclusion that maybe a sense of cold feet set in, and that in the back of your mind you were having second thoughts about ordering the package anyway.
I may be wrong, but just my opinion about the situation. When it comes to builders, plumbers, electricians, sky installers, deliveries of any kind, there will always be cases where things run late, yet no contact is made. It's just the nature of several people in these types of profession. You just have to ask yourself was what you get in the end worth the hassle of having to wait and maybe contact the people yourself first.

Zaphod

Onikage wrote: »

Financially? Sky. By a country mile.

Every cloud has a silver lining!

deaglan169

i work for a sky contractor and this is exactly what some of us installers have to put up with firstly we get all our jobs in advance we eta jobs between 8am and 9am after which sky penalises the company and in turn me etc.. but details can be incorrect only landline supplied or incorrect number if we cant make contact we dont have time to sit around ringing sky for another number etc.. we get out on the road and get our work done then we will usually contact sky for additional numbers, the job wasnt booked for 9 its up to us the engineer to eta the job he knew that his HD was being installed that day total over reaction

Kotek Besar

christo82 wrote: »

I don't understand why the OP's first rection was to call Sky and cancel the package. Surely most people's reaction would be wait for a bit of time(up to an hour at most) after the original agreed time of install, and then in the case of a no-show ring Sky to enquire as to the situation and whether they can contact the installer or at least give the OP a number to ring himself. To make such a rash decision to cancel as the first course of action leads me to the conclusion that maybe a sense of cold feet set in, and that in the back of your mind you were having second thoughts about ordering the package anyway.

Because, if this how Sky (and their contractors, who are acting as the face of Sky) treat their new customers, it's surely a poor omen of how the company will treat you as a customer for the life of your contract.

christo82 wrote: »

I may be wrong, but just my opinion about the situation. When it comes to builders, plumbers, electricians, sky installers, deliveries of any kind, there will always be cases where things run late, yet no contact is made.

Then I personally would never use that builders / plumber / electrician / sky installer again, on the basic that they haven't got the common decency to make a 10 second call to say they're running late.

deaglan169 wrote:

i work for a sky contractor and this is exactly what some of us installers have to put up with firstly we get all our jobs in advance we eta jobs between 8am and 9am after which sky penalises the company and in turn me etc.. but details can be incorrect only landline supplied or incorrect number if we cant make contact we dont have time to sit around ringing sky for another number etc.. we get out on the road and get our work done then we will usually contact sky for additional numbers, the job wasnt booked for 9 its up to us the engineer to eta the job he knew that his HD was being installed that day total over reaction

It's called organising your day. I'm not going to write a long paragraph on how to do this, as I'm not that patronising. But come on, if you haven't got someone's number, call Sky and ask for it in good time. I'm sure the vans have handsfree kits. Being late can be excused, especially in this line of work. Not letting the person waiting for you know that you're late, however, is just plain ignorant.

Tony

benifa wrote: »

Being late can be excused, especially in this line of work. Not letting the person waiting for you know that you're late, however, is just plain ignorant.

Nail on the head

eoin2nc

Hey it could be worse, the engineer installing my HD was two hours late, and now the box shuts itself down every ten minutes! No TV for me over the weekend

thenobody

The letter said 9am but i bet the person on the phone said they will call you in the morning to arrange a time - which is what happened.
Thats just a standard letter and they should really remove the wishful 9am bit.
ridiculous reaction anyway.

Pretty ignorant too of him to ignore the installers message and not let him know he cancelled and have him continue on oblivious out of his way for nothing.

GrumPy

modrover wrote: »

Folks, I had the following experience.
Ordered HD Box install for Saturday 9th Feb and received a written confirmation from Sky that I would be contacted at 9am on the day of the install (Sat) to confirm arrival etc. Needless to say 1030 am Saturday came and no contact,so I rang Sky and cancelled the install much to their chagrin.
Whilst I was on the phone to Sky, my mobile rang and guess who....... it was the engineer stating he would be in my area shortly and asking me to call him back.
I ignored the request and went ahead with the cancellation.
Anyone have similar issues?

Seems a little retarded on your part tbh.

Onikage

deaglan169 wrote: »

i work for a sky contractor and this is exactly what some of us installers have to put up with firstly we get all our jobs in advance we eta jobs between 8am and 9am after which sky penalises the company and in turn me etc.. but details can be incorrect only landline supplied or incorrect number if we cant make contact we dont have time to sit around ringing sky for another number etc.. we get out on the road and get our work done then we will usually contact sky for additional numbers, the job wasnt booked for 9 its up to us the engineer to eta the job he knew that his HD was being installed that day total over reaction

You think the customer should sit patiently all day while you run around making money?

Cowboy.

thenobody

Onikage wrote: »

You think the customer should sit patiently all day while you run around making money?

Cowboy.

well if thats the attitude then how about everyone gets a half hour slot and if it is not done in the half hour due to the job being more complex or whatever reason then its though crap and they move on from whatever point it got to and not delay the person who has the next slot.

Its the way it is and it is the way for many many services.
doesnt bother me so long as they show up on the day then i cant really complain.

Grow up

Mossy Monk

Onikage wrote: »

You think the customer should sit patiently all day while you run around making money?

Cowboy.

Uninformed and ridiculous comment.

byte

This thread doesn't seem to have much purpose, and is veering into personal attacks so I'm closing it.