compensation for Sky engineer not turning up

[RuudvR]

Since about the 10th of January my Skye Q box has been faulty. After trying to find a fix for some days, I had to ‘reset’ the hard disk. This did not fix the problem and every time I switch it on I get the message that there is a fault with the disk. I then arranged for a Sky engineer to come and replace the disk on Tuesday 30th of January. I stayed in, took time off work, but the engineer did not turn up. I never received any message regarding this missed appointment. On my ‘order tracking’ page it states that I would have to pay £25 if I cancelled the visit on the same day or if I was not in when the engineer arrives. As your engineer did not turn up on the agreed day, I would like to receive compensation for the loss of income + £25 for the inconvenience. This totals £97 (=£72 loss of income + £25 for the inconvenience).

Please let me know how you want to proceed.

[daveNOS]

@RuudvR You won't get any compensation for loss of earnings. Sky may offer a goodwill gesture for the missed appointment but you would have to call to discuss that as the forum cannot assist as it is manned mainly by customers.

[caesarome]

This is a community where customers help each other so you are not talking to Sky support so you would need to call them to get a new appointment booked:

https://www.sky.com/help/articles/sky-tv-engineer-visits

[RuudvR]

I know this is a customer forum, but I thought maybe somebody might have tried this before. I have called and explained this to the helpdesk person, but she said we don't give compensation if we have missed an appointment, but I will let my manager know about your feedback. This basically means nothing will happen. I tried to send this by email to the helpdesk email address (which I am not allowed to type here...) but just get an automated response saying

"Thanks for your email – we have updated our service and need you to raise your request via our website.

Please visit our website for all our contact options."

So you end up in a vicious circle of non-support... 

Seriously considering cancelling my subscription.

[MarkGoldsmith]

@RuudvR your other option is to officially raise a complaint with Sky. The process can be found here: https://www.sky.com/help/articles/how-to-make-a-complaint

[RuudvR]

Thanks. I will wait until the end of today. Engineer has not turned up yet, was told to expect between 8:00am and 10:00am. On the 'order tracking' it says 'engineer allocated', but the 'engineer under way' is not ticked. As I am on Skye and the engineer comes from Inverness (I think) I am not confident.... 

[RuudvR]

Engineer did not turn up. Third appointment made today for 20 Feb. There is an apparent shortage of engineers in my area. I have heard from people who have had FIVE appointments when no engineer turned up.

Made a complaint through their complaint form, but just get a standard reply about compensation from the date that the issues was raised with the helpdesk. Asked several times about compensation for the missed appointments, but no reply. They have an agreement with OFCOM that if their engineer does not turn up for an appointment regarding broadband issues, Sky will pay the customer £29.15 per missed appointment.

[MarkGoldsmith]

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@RuudvR wrote:

Engineer did not turn up. Third appointment made today for 20 Feb. There is an apparent shortage of engineers in my area. I have heard from people who have had FIVE appointments when no engineer turned up.

Made a complaint through their complaint form, but just get a standard reply about compensation from the date that the issues was raised with the helpdesk. Asked several times about compensation for the missed appointments, but no reply. They have an agreement with OFCOM that if their engineer does not turn up for an appointment regarding broadband issues, Sky will pay the customer £29.15 per missed appointment.

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You should note broadband engineers aren't Sky engineers they are from openreach who provide and manage the network infrastructure that the majority of ISPs use. That's the reason their is the automatic compensation scheme for broadband implemented by OFCOM to essentially penalise openreach for not attending or fixing issues reported by the ISPs that utilise their infrastructure. I believe it all stems from when openreach and Bt used to be the same company essentially and this openreach were known to prioritise BT customers which OFCOM eventually didn't take too kindly to.

issues for satellite installations are different that id Sky engineers that Sky can control but over the past few years and even more recently Skys have been cutting the number of satellite based engineers as they move to a streaming based future where the engineers aren't required.

[mjanet]

Your contract is with Sky, no matter what company they then send.If you are not getting anywhere with Sky then make a complaint to ofcom.

[TimmyBGood]

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@mjanet wrote:

If you are not getting anywhere with Sky then make a complaint to ofcom.

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That's not how the complaints procedure works: Ocom almost never intercedes.

https://www.sky.com/help/articles/alternative-dispute-resolution