Sky why are they so nasty

banjacksed

My sister rang sky on sunday last to get sky in, she was previously a ntl customer but moved house and cant get it in new one, was told on the phone by an irish rep no problem will have it installed in a few days as they were not that busy, 2.00 pm sunday, so she gave her cc details and all was well the rep said he would ring monday evening and give her a installation date. Monday evening cane and went no call, so she rang sky today couldnt speek to the rep she dealt with and was told by someone else that it could take up to a month due to the bad weather we have, since sunday?

My sister to be fair is not that up to date with all this stuff and finds it difficult to understand. However is it just the case now that sky just tells a pack of lies in order to get a sale. bearing in mind that there is a sky dish on her new house in place, so i take it is just a matter of delivering a box ?

Anyway she now is informed by sky it could take a month.
Are they any independent sky agents around that can sort her a little quicker.

swoofer

snap, just been told by a friend that when they ring sky to cancel they are asked for a password and as they joined 10 years ago they cant remember it. They are allowed to guess twice and then told sorry cant do anything unless you tell me the password.

As for your case. To do it outside of sky will cost you, buy second hand box, get it hooked to dish, then you need to have card from sky. Put card in box, ring sky and now they will know you are a new customer so may be iffy with pairing card.

To tide you over you could get a dirt cheap sky box and at least watch the free to air.

But sky calls are recorded so you could ring back and say you were given wrong information ie told lies to clinch deal etc etc. And what a lot of people do is email jeremydarroch @sky.com but look it up.

where are you located, roughly?

But the storm has created a mountain of work. I had to do a dish for a freind today otherwise it was about a month. They should complain and get a credit, however a lot of people are not that good on the phone.

PS did your sister tell sky there was a dish in situ?

fat-tony

I must say that I rang SKY about two weeks ago when I had an issue with my HD box which wouldn't pause or record. When I called I too couldn't remember my password and I told the chap it was almost eight years since the box was installed and how could I possibly remember something I never use? After taking other information like date-of-birth and mobile number he was happy with the verification. I cannot imagine why the call centre would depend on someone remembering a password as a sole means of identity. Once you can provide full billing and personal details of the account holder you should be ok.

Technician call outs are very slow at the moment due to dish problems caused by weather and it has taken about 10 days to have a service call. They wanted to charge me €100 for the technician visit, then dropped to €60, then zero when I threatened to cancel.

But the communication from SKY was great - phone call, text and email to confirm time of visit and I got a new box, remote and wireless link out of a visit which did not cost me anything.

I think you need to be very firm and clear when dealing with any call centre, but be polite to the long-suffering operator and it will pay dividends.

Mick55

fat-tony wrote: »

long-suffering operator

I have never experienced any form of co-operation from their 'long suffering' call centre operatives. Despite being as pleasant as possible with them while they pawned me off.

Here's my (long winded) experience with them from previous post:

Had a contract last year, due to expire 10 November. Rang August 8th to inquire about cancelling, they informed me I was locked into a contract for the next three months, fair enough I can accept that. I was told when setting up the account.

I asked the chap on the other end, Alan, do I need to ring back to cancel. He said usually you have to ring a month prior to expiry of the contract to cancel but since I was leaving my house and was definitely not renewing he would ensure it was done. Grand.

Fast forward 6 months later I checked my bank account and lo and behold Sky had taken out 28 Euro!! Half a year later and they decide to re activate my account. This is where the fun began, I contacted their call centre and explained what happened and the first guy Liam said there was no mention of a promise to cancel on the notes on my account. I explained this wasn't my fault but theirs and it was time to speak to a manager. After much stalling he agreed to transfer me, five minutes on hold and they hang up on me!! I ring back and get through to David this time, same malarky again.. stall stall stall, ok I'll get a manager for you now *CLICK.. hung up again. Third call and 50 Mins later I get through to Darren the manager... who informs me to query the call I have to go to sky.com/contactus and request a recording and the best he can do is transfer me to the accounts department to cancel my account.

Completely dejected I talked to Lisa who in fairness was pleasant and kind of helpful but it was too little to late I asked them to cancel the contract, delete my details and never to contact me again. It was such a frustrating effort to even get that far I cant face trying to request a recording from them and argue the case to get 28 Euro back off them I'm just going to let them have it an do my utmost to dissuade anyone I can from using them.

Their customer service is awful, the way they treat people is disgusting and their ethos is to extract money from people by any means possible. The devil is in the detail with them and they are structured to trip you up at every step. Being with them is a gauntlet of hidden charges and sneaky contracts.

Shame on them.

swoofer

mick55, now that describes how friend was treated. The annoying thing is he is still paying 28 euro a month. And he is embarassed that he cant hack them on the phone. Not everyone is good at writing letters etc and sky play on that.

winston_1

Mick55 wrote: »

I have never experienced any form of co-operation from their 'long suffering' call centre operatives. Despite being as pleasant as possible with them while they pawned me off.

Here's my (long winded) experience with them from previous post:

Had a contract last year, due to expire 10 November. Rang August 8th to inquire about cancelling, they informed me I was locked into a contract for the next three months, fair enough I can accept that. I was told when setting up the account.

I asked the chap on the other end, Alan, do I need to ring back to cancel. He said usually you have to ring a month prior to expiry of the contract to cancel but since I was leaving my house and was definitely not renewing he would ensure it was done. Grand.

Fast forward 6 months later I checked my bank account and lo and behold Sky had taken out 28 Euro!! Half a year later and they decide to re activate my account. This is where the fun began, I contacted their call centre and explained what happened and the first guy Liam said there was no mention of a promise to cancel on the notes on my account. I explained this wasn't my fault but theirs and it was time to speak to a manager. After much stalling he agreed to transfer me, five minutes on hold and they hang up on me!! I ring back and get through to David this time, same malarky again.. stall stall stall, ok I'll get a manager for you now *CLICK.. hung up again. Third call and 50 Mins later I get through to Darren the manager... who informs me to query the call I have to go to sky.com/contactus and request a recording and the best he can do is transfer me to the accounts department to cancel my account.

Completely dejected I talked to Lisa who in fairness was pleasant and kind of helpful but it was too little to late I asked them to cancel the contract, delete my details and never to contact me again. It was such a frustrating effort to even get that far I cant face trying to request a recording from them and argue the case to get 28 Euro back off them I'm just going to let them have it an do my utmost to dissuade anyone I can from using them.

Their customer service is awful, the way they treat people is disgusting and their ethos is to extract money from people by any means possible. The devil is in the detail with them and they are structured to trip you up at every step. Being with them is a gauntlet of hidden charges and sneaky contracts.

Shame on them.

Contact your bank and tell them the €28 was taken wrongly and request they get it back. No need to contact Sky again.

fat-tony

swoofer wrote: »

mick55, now that describes how friend was treated. The annoying thing is he is still paying 28 euro a month. And he is embarassed that he cant hack them on the phone. Not everyone is good at writing letters etc and sky play on that.

No need to be embarrassed. Be assertive - it's your money (or your friend's money!). Or they could cancel the DD, but good luck with that if it's on a credit card and they are still in contract. Best to bend the system to suit you. If they really are dicking around there is always the ombudsman.

shannon82

If it's a direct debit you can get a no quibble refund within 8 weeks