New viewing card issue help

[Ktq1]

Hi, my Sky boss failed and needed replacing. The new box arrived early but I was not told to keep the viewing card!!!

As soon as I realised I needed the viewing card, within 5 minutes of the DPD driver leaving I ran Sky to get the DPD drivers details....

The first thing I was told is that this is very common, they rarely explain you must retain the viewing card!

After 2 hours on the phone, I am told the earliest I will receive a viewing card is 3-5 working days....I have asked for next day delivery as an exception as this is their error and been told the only company that offers next day delivery is Amazon.....

I have been with Sky over 11 years....

I am on hold now to cancel all services....

[Daniel0210]

@Ktq1 

It is a common problem and one we warn customers about very frequently on here. The cards are sent out by Royal Mail so do take a few days. Sky will say this is your error not theirs. 

[caesarome]

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@Ktq1 wrote:

After 2 hours on the phone, I am told the earliest I will receive a viewing card is 3-5 working days....I have asked for next day delivery

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Viewing cards are sent via Royal mail so 3-5 days is the standard delivery timescale for these and this can't be speeded up.

[Ktq1]

I don't understand why they can't arrange special delivery, I'd even pay for it!

The only reason I have Sky is for the formula 1, if the viewing card doesn't arrive tomorrow then I will cancel all the services.

Now I know it's a common issue I am even angrier 

[caesarome]

You can access the F1 via Sky Go in the meantime.

[Daniel0210]

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@Ktq1 wrote:

Now I know it's a common issue I am even angrier 

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@Ktq1 

To clarify, the customer leaving the viewing card in the faulty box is a common issue… not the time waiting for a new card to be delivered. I thought there was a reminder of this on correspondence sent out by Sky before the doorstep box swap. 

[Ktq1]

Unfortunately I can only access Sky Go on my phone! Hardly an acceptable option.

Sky has confirmed the advisor didn't tell me to retain the viewing card during the call so I can cancel without to he 30 days notic period! 

[Daniel0210]

@Ktq1 

And if you cancel, Sky will send out returns packaging to return your Sky Q equipment by which time the viewing card will have arrived so don't make a knee jerk reaction in cancelling.

[SKY1992bf]

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@Ktq1 wrote:

Unfortunately I can only access Sky Go on my phone! Hardly an acceptable option.

Sky has confirmed the advisor didn't tell me to retain the viewing card during the call so I can cancel without to he 30 days notic period! 

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@Ktq1  I wouldn't take that for granted make sure you keep details of the call

You Could end up with early termination charges if in contract 

[Ktq1]

I'm out of contract. I have asked for copies of all correspondence via GDPR as I intend to make a formal complaint to the ombudsman anyway.

Shocking how badly they treat loyal customer. I have calculated that I have spent over £150,000 with them....

[Daniel0210]

@Ktq1 

The initial complaint process must be a complaint to Sky

https://www.sky.com/help/articles/how-to-make-a-complaint

[Mark39]

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@Ktq1 wrote:

I don't understand why they can't arrange special delivery, I'd even pay for it!

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It's an automated operation,  Pretty sure the adviser simply requests the replacement Card on screen and a separate despatch process sends it out. I very much doubt that there's an exceptional option to specify the method of delivery.

[Ktq1]

Thanks I've already done that. 

[Ktq1]

I understand but surely there is a way that when something goes wrong they can intervene and send via another method, it isn't that difficult 

[Mark39]

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@Ktq1 wrote:

I understand but surely there is a way that when something goes wrong they can intervene and send via another method, it isn't that difficult 

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I doubt the adviser has the option, presumably because no need for it has been identified.