Sky Broadband Setup, Cabling, Connection & WiFi

[peapod]

Hi

***RANT BEGINS***

I moved into a new property back in Dec 10 and since my current provider Virgin Media(14 years with them) wasnt able to get me on at my new address so I chosen SLY to be be my provider.  To cut a long story short it took them 4 months to get me online/phone line installed & it also took them 6 weeks to get a card to me.  

I was advised to email Mr Darrach(CEO), to which I did and to my suprise I got an email back from one of his team members! (AnnMarie) this is the email I got;

Dear  Mr Leither

Account Number:

Further to your recent email to Mr Darroch highlighting the bad experience you have had whilst awaiting the activation of your Sky Voice and Broadband Network your enquiry has been passed to me to deal with on his behalf.

In order to address the issues you have raised; I attempted to contact you today but you were not available. On checking your account I can see that your services are now fully active.

Please firstly allow me to apologise for the inconvenience you have had and any misinformation you may have had prior to dealing with myself. We want all our customers to have the best service and it is clear you have been let down.

I would like to discuss with you further. Should you wish to take this issue further; please contact me directly either by replying to this email or by contacting me on 08442 411 646; my hours of work are Monday through to Friday 0900-1700 and I will be happy to be of further assistance.

Once again I am sorry you have been so badly let down; thank you for your continued patience and I await your response.

Kind regards

AnneMarie Barron

Executive Support Team

http://www.sky.com

OK, she contacted me at work as I wasnt available at home, and not to beat around the bush I asked for compensation due to the lack of service I received.  It was agreed that a £50 credit would be applied to my NEXT bill (due 30/04/11)

So having checked my bill for the next few weeks the £50 credit was applied great I thought. 

Now yesterday the £50 credit has been withdrawn from this months bill and popped onto next months!  I rang Customer Service and what a bunch of neanderthals they really are.  They are now saying the discount of £50 was a mistake on this months bill and they could do nothing at all to help me.  I even threatened to cancel my D/D there and then to which they said you can if you want too. 

So once again! I have emailed Annmarie.....

Come December when my 12 month contract is up, SLY will be deleted from my memory forever.......

Moral of the story.......DONT MOVE HOME!

[michael-r · Accepted solution]

Hi peadpod,

I'm sorry to hear about the poor service you have received. If of the team members, AnnMarie, has confirmed this amount of credit should have been applied to your account then this should have been carried out. I think the best thing to do would be to await a response from the e-mail you have sent, as AnnMarie will have a full background of the situation. Let us know how you get on with this once you have had a reply.

[peapod]

this is what i got from AnnMarie:

Dear Mr Leither

Account Number:

Further to your email; I convey our position to you.

I am sorry you are unhappy with the response from our Customer Service team.

When last speaking to you I confirmed the credit was applied onto your account; and I apologised for the delay, I confirm the account is in credit.

Should you decide to cancel your Direct Debit, I must advise you that this can cause issues with you receiving our services. In order to receive Sky Talk you are required to have a continuous payment set up; this is explained in the terms and conditions of the Sky Talk contract.

Once again I  am sorry you have had a bad experience; should you wish to speak to our Customer Service team regarding your account please contact 08442 41 41 41

no way in hell Im going to ring customer service, the less I have to talk to them the better.

Basically they have me over a barrell, and just have to accept that my credit will appear on my may bill.  oh well 4-0 to SKY.

[linker]

hmm, know how you feel, we were mis-sold, we pay over 100 quids and dont get sky anytime, i  have made contact by now they are not bothered cos i am now in contract. my explanation was that there was not enough room for us and we have a different package while our friend up the road (10 houses along) have access the 500 films and have sky anytime, we are disgusted and cannot wait to move to bt or virgin media, they may have my money but not forever, customer services is useless!

[nassa+1]

I am so surprised the customer service is soo bad at sky.... I have had really bad customer service with these guys they have no phone manners and really cant solve any problems.... i wish i couls recieve virgin in my area....