SKY need to improve on customer relations

SabAlliance

Dear Mr ??????????????????

Thank you for your email about sky+ box issues re recordings
I’m sorry this issue has caused you concern and hope my reply below clarifies the position for you.
If the operators you have spoken to in the technical department have been unable to resolve the problems you are experiencing the next step is to offer a service call which is chargeable if outside your 12 months warranty unfortunately we cannot waver the charge. I hope this helps with your enquiry.
Kind regards
Marion

Customer Relations
http://www.sky.com




. I have sent copies of procedures to follow to if you want to try again.
please follow the procedure below:
Please note this process will stop all the recordings currently in progress and reboot your box, therefore you may want to do this after a recording has been completed.

1. Using the Sky Remote Control press the services button.
2. Using the up / down arrow buttons highlight System Setup and press select.
3. Press 0, 1 and select to access the Installer Menu.
4. Highlight Sky+ Planner Rebuild and press select.

When the warning on screen message, 'this will take a few minutes to completed' the rebuild will stop all recordings and reboot your Sky+. Press select to confirm or backup to cancel appears press select to continue.
The on screen message, 'Housekeeping please wait' will appear and take up to 2 minutes to clear.
Once complete the set top box will switch itself off and then back on automatically and wait in standby mode. Wait for 60 seconds after the red light has appeared before attempting to switch back on your box.
.com/portal/site/skycom/skyhelpcentre

Description:
Over the last 18 months I have been phoning Sky technical support because my Sky Plus box is full of bugs and problems. I have not been able to record a programme for more than a week without a problem yet I've been consistently patient with the technical Supports' temporary solution to wipe my box clean and system cleanup etc. even though EACH TIME I requested to replace the Sky Box. My partner only uses Sky for it's record option and has not been able to watch her programs without them clashing every second recording. She has constantly asked me to cancel the subscription, but realising your competitors are/were offering an inferior product, I declined and went along with the usual technical support temp solution. Tonight after more clashing and a non functioning 'Anytime TV' I decided enough was enough and requested to speak to technical support and gave my case that a new sky box was the only solution, but she informed me that I would have to PAY for the box and the call out! She said my warranty had expired by 8 months or so. This is more than frustrating because after the 5th or 6th month of having Sky Plus I have been asking for a new box and now it seems like you had merely been delaying my callouts until the warranty expired. What's more I have been a loyal Sky customer for over EIGHT years and when I threatened to cancel my subscription tonight if the problem could not be solved free of charge, she IMMEDIATELY started transferring me to cancellations department. Clearly my custom is not important! So I am at my wits end. Please could you respect the fact that I have been a loyal customer for over 8 years and send out a technician with a new Sky Box free of charge or I will have no option put to cancel the subscription as I am paying for a service that is not being offered. Thank you, Pat.


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show details 11:43 (7 minutes ago)





No, this doesn't help my enquiry. Did you even read my "enquiry"? I have been a customer of Sky for 8 years and you don't give a crap. You clearly didn't read my letter as you sent me copies of the SAME PROCEDURE THAT I'VE BEEN GETTING FROM THE TECHNICAL TEAM FOR THE PAST 18 MONTHS.

If you won't send out a service call free of charge, then cancel the subscription. 8 years of custom, 18 months of a dodgy sky box, hours upon hours of WASTING my money talking to your technicians who give the same temporary fix it solution.

Seems to me like the only solution to any problem with a Sky Box is the Sky Planner rebuild. Well it doesn't work.

What a joke. I feel incredibly stupid to think I have paid for Sky for 8 years and the one time I have a problem, you won't help me or step beyond your standard solutions.

Please forward this email to your superiors.






2009/12/11 Sky Help Centre <help@skycustomersupport.com>