Worst Experience EVER - I'm leaving for EE

[BENTLEY1]

Everything went wrong. The worst part is not having good customer service. My last straw was when I opened the back of my Sky TV to have it mounted with professional contractors only to discover missing pieces - I am out £280.00 because my TV couldn't be mounted and Sky won't take responsibility or any kind of accountability. I was told they can't "prove" the error is on their end and it my choice if I want to mount the TV so they won't cover any of the cost, even though they failed to send me all of the equipment for my TV (which is new btw) - the back had never been previously been opened.  

Also, after 4 weeks of back and forth just to get my internet started (that is also not working consistently) and have a hub mailed to me,  they offered nothing until I got to the "priority team" (also useless). All I get is a bunch of "I'm sorry's ..." without proper action. After speaking to apporx 14 people, countless wasted hours on the phone, as well as not being able to do my school work which is costing and now having to spend a total of £560.00 to have my TV wallmounted - I demanded at least a month's service from the Priority team  (which is hardly sufficient) - just so I have time to transfer to another service provider.  I am making sure to put my experience in the appropriate places so others don't have to go through what I have been through.

HORRIBLE experience. Just awful. One person after another with the inability to offer customer service. And they just don't care. Whoever "helped" me from the priority team had the understanding and compassion of a reptile.

Date of experience: 09 April 2024

[Mark39]

What bits were missing from your TV? What action did Sky take when you reported the missing pieces? I would expect them to have replaced the TV.

[TimmyBGood]

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@BENTLEY1 wrote:

 My last straw was when I opened the back of my Sky TV to have it mounted with professional contractors only to discover missing pieces

The only relevant 'piece' I can think of (if a third party rack and rail mount was intended instead of the Sky wall plate) would be a built-in reinforcement point for a VESA bolt hole missing through some unlikely manufacturing error which would be easily proved by a photograph .

the back had never been previously been opened.  

That can't be correct, because Glass sets ship with the stand separately boxed and so would have arrived with the 'back' (load-bearing bracket and cover plate) detached.

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[TimmyBGood]

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@BENTLEY1 wrote:

 they won't cover any of the cost, even though they failed to send me all of the equipment for my TV

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The most common issue with wall mounting is that users (and professionals) don't recognise the Sky-supplied wall plate is also an integral part of the tabletop stand once this is assembled, and has to be retrieved from there for use on the wall.

 

The black plastic spacers to go behind the plate on the wall can get misplaced (they are packaged in a brown paper envelope), but those are easily sourced elsewhere at negligible cost or improvised from washers.   Any decent wall mounting company should stock and supply such things as standard.

The white spacers used in the tabletop stand aren't relevant to a wall mount and should be removed if present.

Sky does not provide wall bolts, plasterboard fixings, rawl plugs or other attachments.

 

[Mark39]

It's all explained in the set up instructions.....

[TimmyBGood]

@Mark39 

Indeed it is.

https://www.sky.com/help/articles/sky-glass-wall-mounting-guide 

[Laing1]

@BENTLEY1 have you got pictures of the back of your TV as its hard for us to see or guess what parts are missing 

[TimmyBGood]

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@Laing1 wrote:

its hard for us to see or guess what parts are missing 

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Particularly as there aren't actually any parts located there....

The back of a Glass set is essentially a recess where the load-bearing bracket can sit (engaged by lugs on its upper edge) and  is equipped with four VESA bolt holes on a 300x200 spacing for use with a wall mount other than that supplied by Sky.

[Laing1]

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@TimmyBGood wrote:

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@Laing1 wrote:

its hard for us to see or guess what parts are missing 

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Particularly as there aren't actually any parts located there....

The back of a Glass set is essentially a recess where the load-bearing bracket can sit (engaged by lugs on its upper edge) and  is equipped with four VESA bolt holes on a 300x200 spacing for use with a wall mount other than that supplied by Sky.

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@TimmyBGood well thats what I was thinking and am confused about the coment about taking the back off unless they mean the back of the stand ?

[Mark39]

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@Laing1 wrote:

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.

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@TimmyBGood well thats what I was thinking and am confused about the coment about taking the back off unless they mean the back of the stand ?

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Yes, I was too, and came to the same conclusion. It does seem to demonstrate a lack of understanding about the wall mounting process.

[Suskha]

This is pure gold. I would assume that customer services had already tried to explain this though ?, I'm sure they would have. In hilarious rants like this you only get one side of the story unfortunately and its usually incorrect / incomplete.

[TimmyBGood]

@Suskha 

There have been multiple posts from users asking where their wall bracket is.

Unfortunately the design chosen by Sky and the assembly of the tabletop stand by the couriers rather than the owner does tend to make this confusion more likely.

[mikealanr]

No need to SHOUT @ShaXAttaX.

We are fellow subscribers on the forum. You are not talking to Sky.

MikeAlanR

[ShaXAttaX]

@Mark39 @mikealanr @TimmyBGood @BENTLEY1 @ShaXAttaX 

What was MISSING...

IT WASN'T WHAT WAS MISSING IT WAS WHAT WAS EXPECTED ANS CONTRACTED AGREED TO WRITTEN DOCUMENTED AND ALSO PROOF PROVIDED OF THIS CONTRACT IN 9 OF 31 PAGES OF DRIVEL....

SKY BROADBAND PACKAGE DEAL INCL

SKY BROADBAND ULTRA FAST 

SKY TV STREAMING SERVICE WITH NETFLIX DISCOVERY PLUS AND MORE 

SKY TALK INCL FREE LANDLINE FREE CALLS FOR MONDAY TO SUNDAY 24HR (SPECIAL ASSISTANCE DUE TO ILLNESS)

CALLS UNDER ONE HOUR AND IN UK LANDLINE AND MOBILE FREE

£33 INCL £10 SET UP FEE ... BILL ENDED UP AFTER 2 MKNTHS AT £180.80 & £98.90

ALL SUPPLIED. BY VIRGIN MEDIA FOR 24 MONTHS FOR £31.99 @ A MONTH 

 THEY'VE CHARGED ME FOR ALL CALLS 

TV STREAMING £39.99 BROADBAND £16 RAISED TO £19 IN APRIL AND £10 X 2 LATE FEES BECAUSE SKY INADVERTENTLY FORGOT TO PUT THE ITEMISED PHONECALLS MADE BECAUSE THE CONTRACT STATED  ☆☆FREE ☆☆☆ AS THEY WERE OFFERING ME A BETTER DEAL THAN VIRGIN MEDIA TO GET ME BACK ON SIDE (AS BEEN A CUSTOMER FOR DECADES AND WORKED FOR BT IN 1980 & 1990 

NOW AFTER 2 MONTHS I OWE OVER £280 WHAAAATTTTTTTTT

PLUS ADDED ** SKY GLASS *** WHAT SKY GLASS WHAT IS IT 

AND £102 PHONE CALLS... SERIOUSLY WHY WOULD I USE THE PHONE TO CALL AND SET UP A £102 BILL WHEN I HAVE UNLIMITED EVERYTHING ON MY MOBILE SERIOUSLY 

THEY COLD CALLED ME TO OFFER ME A BETTER DEAL THAN THE ONE I HAVE WITH VIRGIN MEDIA AND I WAS PAYING £33 MAX A MONTH FOR EVERYTHING 

NOW THEY'RE TRYING TO SAY THEY NEVER MADE ANY SUCH DEAL 

WELL THE CONTRACT STATES IT IN BIG BOLD BLACK AND WHITE AND WHY WOULD I OPT IN FOR A (Removed) TIER DEAL

THAT'S JUST IDIOTIC N UNPLAUSIBLE  AND RIDICULOUS 

STOP BEING IDIOTS AND TRYING TO CONNNNNNNNNN THE PEOPLE INTO YOUR BUNDLES DEALS PACKAGES 

AND THEN SAY THEY DON'T DO DEALS PACKAGES OR BUNDLES...EVER ITS ALL SUPPLIED SEPARATELY...

(Removed)

Moderator note: Removed Inappropriate comments.

[JulieinScotland]

@ShaXAttaX ShaXAttX you really should stop shouting and move on if you are this unhappy 

As said by @mikealanr we are all just Custpmers here