allroad
Inactive User
8 September, 2009
Customer Relations
4 Mackintosh Road
Kirkton Campus
LIVINGSTON
EH53 7BW
Dear Sir/Madam,
RE: Account Number
Further to my conversation with Yvette this morning, I am writing to confirm that I wish to cancel my subscription to Sky, and would ask that someone remove the Sky box at a time that is convenient to me.
As explained to Yvette, this is due to the appalling customer service I have experienced with Sky since signing up three weeks ago. When I first contacted Sky, I was told I must place my order through Smyths Satellite and Aerials, which I did. I was told that they would deal with the television installation, and Sky would deal directly with the telephone line and broadband, and that you would be in touch. They took a payment of £69.00 to cover installation of both television and telephone line / broadband. I signed up to the Sky website, and sent a request for information on my order on Friday 21st August.
The television installation went fine, I am very happy with that. The next day, 26th August, I telephoned to find out if there was any progress. I was told the order had not been placed, and I had to contact Smyths. The agent at Smyths told me this happens a lot, and that the order was processed by them, but that it sometimes takes a while to go through Sky as the order has to be processed manually and to give it a few days. Already I was not happy, conscious that there had already been a delay in processing my request. I called back to Sky, and was told there was no order on the system but your agent put my details through, but that if I wanted a faster service I could always ask BT to connect the line. I contacted BT where I found they would charge me £122.50 to connect the line; in other words, I would have to pay BT to do what I had already paid Sky to do! I had no choice but to wait.
Later that morning I received an email stating that my order had been cancelled. Again, I called your customer support and explained my situation with the girl who answered. She put me on hold for a moment and the next thing I new I was talking to Hamza; I was not told I was being transferred and the call was not introduced to Hamza. This action was one to many, and I asked to speak to a manager. He said the problem was with the way my address was input into the system, and while I was on the phone he checked my address and assured me that when Hamza took my order that it would go through this time. I explained that I do some work from home using the internet, and that while I had assumed a couple of weeks off while I moved house, I did not expect to be waiting a month for a service. He said that he understood, and would log details of a complaint to see if some sort of compensation for the trouble I’ve been caused. Hamza offered my three dates for installation (which meant more time off work); 11th, 14th or 15th September, and said that a letter would be sent with the actual date.
By Friday 4th September, no letter had arrived (despite taking into account the Bank Holiday). On checking the Sky website, I saw three cancelled orders but no live orders. Once again, I telephoned Sky. I spoke to Louise, who told me that the orders were indeed cancelled, but that she could not put a new order on because there were so many on the system, and to call back in a week. I told her I was not happy with that; I’d already waited over two weeks to get an order on the system much less an actual phone line. I asked to speak to a manager, but after a wait on hold I was told that the manager would call me back shortly. I offered my office number for a call back, but I don’t think Louise even wrote it down; it was as much as she could do to get me off the phone.
An hour or so later, when no one had called back I called again. I explained that I was expecting a call back shortly and no one had called. Again, I had to wait on hold and was told that someone would call back ‘before the afternoon’. I asked for confirmation that it would be by then, when the timescale was changed to ‘today’. I explained that I was in meetings during the afternoon and did not want someone to call back, be unable to get hold of me and give up (which I was coming to expect from Sky). He took the times I would be unavailable and said that someone would definitely call me back and would make sure they got to speak to me. I am still waiting for that call.
On Friday evening, not having received a call I phoned again, this time from home. As I have no landline because I have been waiting for Sky to call, I had to use my mobile. I spent 19 minutes on the phone; a costly call to have no answer. I was told that it is very unusual for someone from Sky to not call a customer back, and she apologised for that. She said she would get someone called Mark to have a look at my account as it seemed there was still a part-order there that was preventing a new order to go onto the system. She said that he was not in work at that moment, but that either he or she would call back. Again, I am still waiting for that call back.
I have never met with worse customer service, and am horrified by the incompetence and lack of common courtesy I have met with in dealing with your organisation. Not one person wants to take ownership of the problem, to say nothing of the bad manners of not calling back. I have to take time out of my work to make those calls; it is Sky employee’s work that they deal with my call.
I feel thoroughly let down by Sky; I do not wish to deal with you again. If it takes this long just to get something installed, how much worse will it be if there is ever a fault with my equipment? I feel certain that Sky will not care, and will do nothing to rectify any issues; just as is the case now. I will also be actively advising my peers against Sky; given the above I can’t do much else.
I will not take any more time out of my work to deal with Sky. You will organise the collection of your Sky box at a time that suits me. I want my £69 installation fee to be refunded immediately, and I would also like my direct debt payment of £16.50 for the first month to be refunded (it is due out today). Considering the time and money spent on phone calls to your organisation, I believe this is more than fair.
I hope to hear from you as soon as possible to get this matter resolved.
Yours faithfully,
Customer Relations
4 Mackintosh Road
Kirkton Campus
LIVINGSTON
EH53 7BW
Dear Sir/Madam,
RE: Account Number
Further to my conversation with Yvette this morning, I am writing to confirm that I wish to cancel my subscription to Sky, and would ask that someone remove the Sky box at a time that is convenient to me.
As explained to Yvette, this is due to the appalling customer service I have experienced with Sky since signing up three weeks ago. When I first contacted Sky, I was told I must place my order through Smyths Satellite and Aerials, which I did. I was told that they would deal with the television installation, and Sky would deal directly with the telephone line and broadband, and that you would be in touch. They took a payment of £69.00 to cover installation of both television and telephone line / broadband. I signed up to the Sky website, and sent a request for information on my order on Friday 21st August.
The television installation went fine, I am very happy with that. The next day, 26th August, I telephoned to find out if there was any progress. I was told the order had not been placed, and I had to contact Smyths. The agent at Smyths told me this happens a lot, and that the order was processed by them, but that it sometimes takes a while to go through Sky as the order has to be processed manually and to give it a few days. Already I was not happy, conscious that there had already been a delay in processing my request. I called back to Sky, and was told there was no order on the system but your agent put my details through, but that if I wanted a faster service I could always ask BT to connect the line. I contacted BT where I found they would charge me £122.50 to connect the line; in other words, I would have to pay BT to do what I had already paid Sky to do! I had no choice but to wait.
Later that morning I received an email stating that my order had been cancelled. Again, I called your customer support and explained my situation with the girl who answered. She put me on hold for a moment and the next thing I new I was talking to Hamza; I was not told I was being transferred and the call was not introduced to Hamza. This action was one to many, and I asked to speak to a manager. He said the problem was with the way my address was input into the system, and while I was on the phone he checked my address and assured me that when Hamza took my order that it would go through this time. I explained that I do some work from home using the internet, and that while I had assumed a couple of weeks off while I moved house, I did not expect to be waiting a month for a service. He said that he understood, and would log details of a complaint to see if some sort of compensation for the trouble I’ve been caused. Hamza offered my three dates for installation (which meant more time off work); 11th, 14th or 15th September, and said that a letter would be sent with the actual date.
By Friday 4th September, no letter had arrived (despite taking into account the Bank Holiday). On checking the Sky website, I saw three cancelled orders but no live orders. Once again, I telephoned Sky. I spoke to Louise, who told me that the orders were indeed cancelled, but that she could not put a new order on because there were so many on the system, and to call back in a week. I told her I was not happy with that; I’d already waited over two weeks to get an order on the system much less an actual phone line. I asked to speak to a manager, but after a wait on hold I was told that the manager would call me back shortly. I offered my office number for a call back, but I don’t think Louise even wrote it down; it was as much as she could do to get me off the phone.
An hour or so later, when no one had called back I called again. I explained that I was expecting a call back shortly and no one had called. Again, I had to wait on hold and was told that someone would call back ‘before the afternoon’. I asked for confirmation that it would be by then, when the timescale was changed to ‘today’. I explained that I was in meetings during the afternoon and did not want someone to call back, be unable to get hold of me and give up (which I was coming to expect from Sky). He took the times I would be unavailable and said that someone would definitely call me back and would make sure they got to speak to me. I am still waiting for that call.
On Friday evening, not having received a call I phoned again, this time from home. As I have no landline because I have been waiting for Sky to call, I had to use my mobile. I spent 19 minutes on the phone; a costly call to have no answer. I was told that it is very unusual for someone from Sky to not call a customer back, and she apologised for that. She said she would get someone called Mark to have a look at my account as it seemed there was still a part-order there that was preventing a new order to go onto the system. She said that he was not in work at that moment, but that either he or she would call back. Again, I am still waiting for that call back.
I have never met with worse customer service, and am horrified by the incompetence and lack of common courtesy I have met with in dealing with your organisation. Not one person wants to take ownership of the problem, to say nothing of the bad manners of not calling back. I have to take time out of my work to make those calls; it is Sky employee’s work that they deal with my call.
I feel thoroughly let down by Sky; I do not wish to deal with you again. If it takes this long just to get something installed, how much worse will it be if there is ever a fault with my equipment? I feel certain that Sky will not care, and will do nothing to rectify any issues; just as is the case now. I will also be actively advising my peers against Sky; given the above I can’t do much else.
I will not take any more time out of my work to deal with Sky. You will organise the collection of your Sky box at a time that suits me. I want my £69 installation fee to be refunded immediately, and I would also like my direct debt payment of £16.50 for the first month to be refunded (it is due out today). Considering the time and money spent on phone calls to your organisation, I believe this is more than fair.
I hope to hear from you as soon as possible to get this matter resolved.
Yours faithfully,
