I got a call yesterday in response to my complaint to the CEO sent last week. My email was quite lengthy and did go into more details than my earlier complaint via their website.
She mentioned the other complaint I made via the website and I made it clear I was less than impressed with the response to that complaint as it was just a standard cut and paste response that in no way addressed my issues and she could see what I meant when I read out a couple of the contradictory paragraphs.
I explained in great lengh (call was over 40 mins) why Never Miss was so good and why so many people miss it. I explained it was not just for new shows, but for previous series of shows and films I had missed and what a important key tool it was to customers as she had not used it.
I said it was not good customer service to remove without any notification, reason or notice so we could get copies of our lists before it was removed. She said it was a business decision and wouldn't or couldn't say any more. She said she could not provide me with a copy of my list (I had asked for this in my complaint) as they had no access (not sure if that is actually true). I did ask my data protection analyst daughter before I sent my complaint whether I had a legal right to ask for a copy of my list and she doubted I did, but said no harm in asking for it.
She said it was only HD customers that used NM as Q customers didn't have access, at the time I was not sure if that was true or not, but doubted it and on catching up on this thread today I now know that is not true. She said as they no longer provided HD boxes then no need for NM. She seemed to think if I upgraded to a Q box, at the same discounted price I pay now, it would solve a lot of my issues, but I doubted that and declined. Mainly because my box is 93% full and no way do I want to lose all my recorded programmes!! I have been using NM since at least 2013 as I found an old reminder email from then. I gave her lots of examples of what NM did and how well it worked and how bad the Top Picks were and how irrelevant and pointless they were and in no way did they replace NM. She then suggested using the website where it promotes new programmes, I explained I had only ever used the website for NM, but I looked on the site while we spoke just to check and pointed out that most of the shows were not new and had been on for months and many had finished already so clearly not up to date and said had I relied on that method I would have missed most episodes, much of which I could no longer get now as some had gone to box sets, which I don't have, whereas I had already seen everything I wanted to due to my NM reminders.. There was one show of possible interest which just said 'coming 2020' which gave me another example to give her of how NM would have helpfully reminded me when it was actually on and now I would just have to keep checking and would probably miss it.
I said I felt it was downgrading my subscription and that I would probably miss lots of shows as a result and depending on what happened over the next few months I still may get rid of my 19 year subscription if nothing had changed when my renewal time came. I said it was giving customers a lot of extra work trying to find the information NM had been giving them easily for years. Also how the series link on the box was not very good and was always missing shows and recording old series instead of new ones.
She gave me a reference number and said all emails were read. I did feel better after the call and felt I got a lot off my chest and she did seem to listen, though not sure she fully understood the full extent we all used it. I felt it was better to speak to someone than just get a standard response.
I feel we should all send emails to the CEO so they know the full extent of our discontent as clearly they do not realise how much it was used and how it will be missed by many customers.
BRING BACK SKY NEVER MISS
Epgservices sky never miss
