I've been trying to contact Sky since about 4.30 - three times I've managed to get through after about 15 minutes and each time they have lost me when trying to connect me to a manager. I've now had enough and think I'll cancel the Sky contract as they obviously don't value my custom.
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With the football we usually serve up on live tv i'm glad it's only one.
Tonight when I eventually got through to the first customer service rep he decided that we need a new Sky Plus box. I said that I wouldn't pay for a new box as we couldn't get Sky TV without it, so they should foot the bill. I consider I pay enough already so the box should be free. The man said he'd put me through to his line manger. I waited ages and eventually decided that I wasn't going to be put through. I phoned on two further occasions this evening and both times I was left holding whilst they tried to connect me to a manager and was then cut off. I said to the last man I spoke to 'please don't cut me off' and he did just that.
I've sent an email but that takes 72 hours to get a response and also tried the useless Sky Chat with someone who said they couldn't get anyone to phone me as they didn't have a phone line.
I don't see why I should have to pay for a new box and satellite dish when I can't get Sky TV without them.
last week I phoned them to say I was having difficulties with on demand
the stupid idiot said it was because there was a fault on my phone line as he was getting the engaged tone, I said that's because I am talking to you on it, the line went very quiet and then went dead
Here is a local number which also gets through to their call centre 020 7126 7020
To get it, I threatened to go to Sky. In the end the sales person said he would have to talk to his superviser. I said fine, but that he should tell his superviser that if I didn't get the deal I wanted- the thing I would do as soon as I put the phone down would be to ring sky. I had previously got a quote from sky which I quoted to them. Whether you are with Sky or Virgin, get a quote for the same or more from the rival company - the way they work - they are going to offer you a great deal and you can use that! The sky/virgin salesman will insist on coming round - let him do that - but don't sign up to anything -say you need to think about it/discuss with your partner etc... The sky chap told me some things I knew were lies too, but that didn't bother me, just made me less willing to go to them. If Virgin had called my bluff, I would have simply rung them again and siad I had decided to take the best deal we had agreed on - this is why you can push for better! bank what they offer and then try to get more!
They agreed but it does anger me this goes on. In moral terms it makes them no better than crooks, squeezing as much out of customers as they can. And you have to be a right difficult sod to get a fair price! Everybody should be paying the same fair price and there shouldn't be 'loyal' customers like me paying less than ....... - what is the name for the customers who do not threaten to leave if I can't use loyal?
My signal quality has gone with lots of blocking/pixelating. I guess the high winds have knocked the dish or LNB out of sync.
ME14 - if "the middle bit" - the LNB - which is the crucial bit that collects, focusses, and converts the microwave signal is indeed loose or out of alignment, it is very likely that you would get problems when the wind moves it about. Is it just the Sky Sports channels or is there a difference in quality between the horizontally and vertically polarised channels? (You should see a little "h" or "v" in the channels frequency details somewhere in the set up menu.)
The threatening to quit and go to Virgin line doesn't always work, particularly if they know you can't get fibre optics in your area.
I spoke to a 'manager' this morning who said he'd send an engineer but it would cost me £65. He offered a new Sky Plus box but wanted to sell me a warranty or insurance policy and I told him I was not going to pay anything. He told me that there was nothing else he could do, so I said that that I would cancel the package (we also have broadband and phone with Sky) and he put me through to the cancellations department.
I would have gone through with the cancellation if I hadn't got what I wanted, as money is tight and we could manage with Freeview and save some money.
Anyway the result is that an engineer is calling on Monday to fix the satellite dish free of charge and we're getting a brand new Sky Plus HD box and won't have to pay for that either. We haven't got an HD television but apparently will be able to get the 'on demand' service.
I got a reply to my original email today which is rather late and have also received comments from Sky after my Facebook rant on Monday evening. All a little too late!
The thing that always gets me is - they would quite happily take £65 of you for something they are willing to do for nothing!