Hi,
I'd like to know how I can escalate a complaint to a senior staff member to review?
I have an issue where I had a problem with my Sky Q box that wasnt able to download any content, I reported this to Sky by telephone on 20th Nov ( however the problem was a couple of weeks old at that point).
An engineer appointment was made but took teo and a half weeks. I was told I would be due compensation for loss of service for this period and it would be credited when the problem had been resolved. After the engineer vist the problem was not peristant but intermitent I contacted Sky again in regards to this and the fact I had not been refunded any loss of service credit.
I was told as the problem was ongoing it would need to be resolved for loss of service to be credited, they sent a new Sky Q box out which was due to be delivered on the 23rd Dec.
I waited in for the courier that day however this did not arrive, it was then rescheduled for Xmas Eve which as you can imagine was not particulary convinient.
The box however did arrive and was swapped over, however I was not informed that the card needed to be taken out of the old box, just old and new equipment swapped over.
No where in the texts or email I received stated the card needed to be taken out.
Obviously realised straight away when installing the new box but was too late to do anything regarding it.
Phoned Sky who said card would be sent by special delivery and I'd receive it on 28th Dec, it hadn't arrived by the 30th so I phoned to be told it had been sent and I should receive it on Monday 2nd Jan, I queried this as it was a bank hol, however I was told I should still receive it.
The advisor also said I would get a call back from him in the eve before 9pm.
Half past 8 and I received a text saying I'd get a call by 9pm, however I did not.
Nor did I the next day, again I then phoned up explained the whole situation to a new operator who said due to the postal strikes before Xmas the card would likely take three weeks to arrive!
I disputed this and said it must of either been lost or not sent originally.
I contantly asked for a new card to be sent however was told they would not as would cause a further delay incase 'original' card turned up.
I eventually was ordered a new card on Weds 11th of Jan and it arrived Fri 13th.
The whole situation has been a farce from start to end, and wasted such a lot of my time.
On top of this my Sky bill is £72pcm. I was billed fully in December and fully in Jan for a service I had either not had working properly or not received at all and obviously had no service over Xmas or new year.
When the new card was ordered I was credited £55 which reflect in my Feb bill, this apparently is for loss of service in Nov-engineer call out.
And was told to contact when the new card arrived for additional goodwill regarding the Xmas period.
My contracts due up in March and has really made my mind up about not renewing.
I find it staggering that Ive been getting charged for a service Ive not had and have to chase up getting at best refunded.
Can someone point me in the direction of who best it would be to seak to regarding this?
