topic Re: Customer Service in Archive

Customer Service

Krazy+Kev — Mon, 15 Feb 2021 17:05:33 GMT

Absolutely the most appalling customer service it has ever been my misfortune to deal with. I've been trying since before Christmas to update to Sky Q - but some muppet has apparently put a health and safety issue against my dish - which is on the side of a house - not even on the roof or chimney and has never been raised as an issue in the 20 years I've been with Sky. Numerous phone calls - eleven (yes eleven) agents later and numerous hours wasted on the phone and more supervisors raising emails than the rainforest could hope to cope with and still no further forward. I'd love one of those special ground dishes that one of the agents suggested as apparently it's a safety issue if they have to use a ladder!! In utter despair - raised a complaint and was advised that someone had booked a call for three days ago - as with the other promises of a call back - nothing. Absolutely no point taking a name as agents advise "they can't put you through to anyone by name" - which begs the question why? No wonder staff can't be bothered to help when they realise they can't flog you anything - as there's absolutley no accountability - 7 more weeks under the dispute resolution scheme before I can escalate my complaint and that's just to find out what the hell is going on ..... what a torrid institution to deal with when there's a problem.

Re: Customer Service

raygee — Mon, 31 May 2021 09:37:15 GMT

I have just spent an hour on the phone trying to resolve a problem with a Sky +HD Box and apparently we need an engineer to visit but he can't because, like yourself, the idiot that installed the dish on the side of the hose (on a 6 ft wall) put a health and safety tag on the property so we can't get a visit until this is removed and I've just been told this will take up to 48 hours to review! Oh, and if they do remove the tag we have to pay for the privilege of the engineers visit. Not sure what we do if the tag isn't removed.. Your post doesn't fill me with confidence...😩

Re: Customer Service

Mark39 — Mon, 31 May 2021 10:11:30 GMT

@raygee wrote:

I have just spent an hour on the phone trying to resolve a problem with a Sky +HD Box and apparently we need an engineer to visit but he can't because, like yourself, the idiot that installed the dish on the side of the hose (on a 6 ft wall) put a health and safety tag on the property so we can't get a visit until this is removed and I've just been told this will take up to 48 hours to review! Oh, and if they do remove the tag we have to pay for the privilege of the engineers visit. Not sure what we do if the tag isn't removed.. Your post doesn't fill me with confidence...😩

Your choice, of course, but if this is related to the issue you posted about on the Sky+ forum, I'm doubtful about the value of an engineer visit. For the cost of the callout, they'll likely just replace the box which you could do yourself more cheaply. Very unlikely to be an issue with your dish.

Re: Customer Service

TechmanagerMal — Mon, 31 May 2021 10:24:53 GMT

@Mark39 wrote:
@raygee wrote:
I have just spent an hour on the phone trying to resolve a problem with a Sky +HD Box and apparently we need an engineer to visit but he can't because, like yourself, the idiot that installed the dish on the side of the hose (on a 6 ft wall) put a health and safety tag on the property so we can't get a visit until this is removed and I've just been told this will take up to 48 hours to review! Oh, and if they do remove the tag we have to pay for the privilege of the engineers visit. Not sure what we do if the tag isn't removed.. Your post doesn't fill me with confidence...😩
Your choice, of course, but if this is related to the issue you posted about on the Sky+ forum, I'm doubtful about the value of an engineer visit. For the cost of the callout, they'll likely just replace the box which you could do yourself more cheaply. Very unlikely to be an issue with your dish.

For future reference, would it be helpful to have this link included in this thread - (1) Re: Sky + HD box stuck amber light - Sky Community page 11 on refers.