HDR v3 box not fit for purpose (sound cutting out)

[Stuvennn]

@Pogit theyve ALREADY acknowledged the sound drop out issues, a few times in this thread already. Following that, they invited members of the public to participate in the questionnaire and following that a number of others in the beta.

How much more acknowledgement do you require?

the support teams will be dealing with 100's of issues on a regular basis and it's obvious not all tech support agents are aware of the issues, however some that research and lookup the issues on the internal forums are aware.

I guess If you contact a random support agent it's probably likely you'll go through a standard set of procedures however if you explain this issues and ask them to look it up they'd likely find it.

[Pogit]

@Stuvennn @So what your saying is a consistent response across all customer facing support channels is to much every average customer has to find this thread on a forum that 99% of the users (and staff) are unaware of.

As for them finding it most deny it when the directed to this thread 😉

It's not that hard to add a "customer reports regular intimitant sound loss" tick box to a check list that throws back an automated script that says.  We're really sorry our engineers are away if an issue affecting a number of boxes and are working on a fix.  Admittedly that would get a bit monotonous over the last 18 months but atleast it would be acknowledged rather than fobbed off repeatedly. 

[Invisiblename]

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@Pogit wrote:

@Stuvennn @So what your saying is a consistent response across all customer facing support channels is to much every average customer has to find this thread on a forum that 99% of the users (and staff) are unaware of.

It's not that hard to add a "customer reports regular intimitant sound loss" tick box to a check list that throws back an automated script that says.  We're really sorry our engineers are away if an issue affecting a number of boxes and are working on a fix.  Admittedly that would get a bit monotonous over the last 18 months but atleast it would be acknowledged rather than fobbed off repeatedly. 

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Blimey! The testing is done, the issue is sorted, the update is rolling out, and STILL you're not happy!

[Pogit]

Correct @Invisiblename  I'm not happy about how the fault was routinely denied by customer services or the or how long it took to fix. However I'm glad it appears to be so far.  

Its not too much to hope a company would learn from its mistakes and do something to improve customers experience of their services, and admit they've failed reasonable minimum expectations is it?  I hope not. 

[Stuvennn]

@Pogit  Your OP suggested you only wanted Sky to acknowledge the issue... this has been done many times over.

Yes the support is pants, but it is what is. The issue generally seems to have been resolved, it's time to move on, or if your not happy request remuneration.

[Pogit]

@Stuvennn 

You would of thought so yet yesterday sky customers services both by phone and online failed to acknowledge the problem. 

So again Sky need to acknowledge the problem from the ground up consistently anything else fails their customers more people know how to reach out to sky via phone or their social media support channels than this thread. A thread that replaced at least one that got removed previously. 

Why do people on here find it so hard to accept sky can be at fault? 

Anyway with that spirit of acceptance that the main issue appears to have been solved and the solution is being rolled out to customers this thread will likely soon be archived and we can all move on.  Or in my case back to complaining about the lack of accessible features on the primary product. 😉

[Ratinthekitchen]

I'm with @Pogit on this one.  I was going to say the same thing myself.  Whilst community manager kei has been very good and we are all happy a fix is on the way, how sky as a whole have handled this is appalling. At best it is negligent mismanagement, at worst it is willful dishonesty.

I fully understand why level one support have a ticklist script approach as the general public are full of idiots and most of the time it probably is something they have done wrong , but not in this case.  How many needless engineer visits were made, how many needless box swaps were done even after sky knew there was an issue, even admitting it on this forum at the same time support and twitter teams were denying the issue.

I don't blame the support agents. This is a management issue. Sky need to take a look at their (lack of) joined up approach and be more honest with their customers.   This won't be last time there is an issue. We can't go through this again.

[Perfectionist+dur]

@Ratinthekitchen 

@Pogit 

I agree with you. 
interestingly I worded a detailed post on Friday that didn't quite make it to approved appearance on this thread (I think an over-eager moderator speed-read it and stopped it). Which is a shame because, had that moderator read it properly he/she would've seen it was actually in support of Sky and anti the "compensation culture" that's building on this forum. 
Oh well. 
The point I was attempting to make is in broad agreement with your points. 

I am very pleased that Sky allocated the resource and commitment to solve this issue "before it got out of hand" in terms of media coverage and bad PR exposure. 

So thank you Sky - you've now moved my viewing experiences into the satisfied space you assured me I would be in, 9 months and £630 ago. 

But, Sky, I don't have any praise for the way you have handled this. At all. 

You have caused 1000's of subscribers to reinvest in cables, soundbars and equipment changes as "misdirection". You have wasted 1000's and 1000's of days of subscribers staying at home to accommodate engineer visits - who were also wasting their time. 

Your "wasted miles" carbon footprint must equal that of a small country. 

I don't want compensation. I don't want a rebate. 

But in exchange for my continued loyalty and financial commitment to you, Sky, two things would be good:

1. A thank you for "seeing this problem out" with you. A tacit acknowledgment that you could have handled this better and more openly. 

2. A promise that this will never happen again. Indeed, a commitment that if there are problems (hey, this is "tech" and "tech issues" happen) you will come clean and ask for tolerance rather than covering up

I am one of the lucky ones to get the Q160 update and am thrilled with it. It's a relief. It's now everything I expected from Sky but never got, until now. 

So thank you to all the techs that worked on it and solved it. 

Sky - you have a PR opportunity now. Take it. 

[PeteN100]

Despite being told by Sky (complaints) priority team in January that its a known issue, the person I've just spoken to has "never heard of it", cannot give an update on timescales or what the next update fixes.

Unbelievable!

[Invisiblename]

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@PeteN100 wrote:

Despite being told by Sky (complaints) priority team in January that its a known issue, the person I've just spoken to has "never heard of it", cannot give an update on timescales or what the next update fixes.

Unbelievable!

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Might be an idea if you read back in this thread where all the details of what the latest version (Q16) includes and the fact that it started rolling out last week!

[PeteN100]

Thanks for your comment.

Paying top dollar for a premium product, I expect a premium service. Its all very poor.

[Perfectionist+dur]

@Invisiblename 

@PeteN100 
The point you make is very valid. Sky started rolling out the remedy two weeks ago. 
That's good. That's a step forward. 
But the point PeteN100 is making here is that the Sky customer service reps are still not aware of this. 
I agree with his point - if the Cavalry is just over the hill then make sure your reps are aware of it and put people's minds at rest. 
Sky - you've done the hard bit: you've solved the problem.

The easy bit MUST be telling your own staff what you've achieved and telling them what to say to disgruntled customers. 

[Invisiblename]

@Perfectionist+dur  I'm certainly with you on that!

[PeteN100]

Further conversation with Sky this evening, not willing to compensate as I'm already paying under the list price, having purchased at black Friday prices.

Very disappointing stance and certainly one for serious consideration when the contracts up.

[Pogit]

Sky are trying theyre just keeping quiet about it which is understandable as they don't want to lose income.  Personally I think they should be open because the second any other decent alternative comes along many like me will go.  

My really good 18 month Black Friday with extras deals ran out I got an automated email telling me my prices would remain the same with no end date. I know it doesn't mean much because all they have to do is warn me 30 days before they put the prices up, but when they do if I don't get a heart felt we're sorry thanks for sticking with us and thanks not claiming your money back which was your right I'll be gone and many on here will cheer.

Personally I'm hoping the new Virgin/O2 merge will kick things up a gear I already have BB and mobile with them the only reason I don't have is their TV equipment is rubbish and Some sky only programming which if I'm honest I get elsewhere before or as UK broadcast anyway. 

I'm with Sky like most because we want to be they should respect that in everything they do, the customers aren't always right but they are always needed because without people buying the service the service will fail, sky dropped the ball along time ago and it's being kicked down the field more and more out of reach each day if they're not careful they'll end up like Nintendo.