Faulty Sky Glass TV

[Me41]

I have been a sky member for over 15 years and I am now disgusted with the way Sky are treating me. 

I have a Sky glass TV and 4 pucks at my home address. I have a Sky glass TV and one puck in my holiday home in Cornwall. 

The TV in my holiday home has had a faulty speaker for 7 months now and Sky are refusing to refund the TV. 

Sky have managed to merge both my home address and my holiday home address making it impossible for anyone in Sky to figure out how to refund my TV. It just seems to blow their minds when they try and complete the refund process. 

At the same time Sky began double billing me at both addresses and I have also received numerous emails stating that I am using the pucks illegally. Which I am not. 

I have logged numerous complaints with Sky all of which just get closed without anyone speaking to me or resolving the issue. 

I have requested that the legal team make contct with me and I have also requested through the Freedom of Information Act a copy of each call I have made over the last 7 months. Sky are refusing to provide me with the transcripts and every time I call they now just hang up on me. 

I have started the process of taking Sky to the small claims court and I have already spoken to  Marie Flannagan from the Court appointed Mediation scheme . 

Has anyone else had such horrific problems with Sky and can anyone recommend a Lawyer that I can contact who can progress this to Court. 

Many thanks 

Mark 

[Mister_Dalek]

@Me41 

Sorry to hear this. Sounds like a right mess. 

Legal issues are very tricky to comment on, especially on a Sky-run forum. 

Presumably you had set up two completely separate Sky accounts, one for each of your addresses, and you are saying that Sky have somehow merged them, causing the various issues you are experiencing?

All I can suggest is lodging an official complaint if you've not already done so. Doing so usually prompts Sky to get in touch with you, rather than you struggling to get in touch with them.

Good luck.   

[Daniel-F]

Hi @Me41 

Really sorry to hear this the case.  If you haven't already, you can find steps on how to raise a complaint to get more assistance on this moving forward via the page here: https://www.sky.com/help/articles/how-to-make-a-complaint 

Thanks,

[Me41]

Just a quick update around my 7 month complaint. 

I sent a complaint via the link that was provided on this site. I was called last week to arrange a call back this afternoon. 

I was on my phone looking at an email when sky called me 2 minutes ago. I immediately answered the call. I was too late. The call was disconnected. The call lasted a millisecond and gave me no opportunity to. answer the call. 

About 1 minute later my phone rang again and by the time I had looked at it the call had been ended. 

This is how Sky close complaints. As long as they  can show that they called, even for a millisecond, the call is ended and the complaint is closed. 

Within 30 seconds I had an email saying that they tried to call and that the complaint was now closed. 

It just gets better and better. 

Outstanding service. 

Mark