ENGINNER VISIT

[Debra.s]

Had a Engineer Visit last Saturday.

On website & from Sky Customer Support I was told " I would receive an 1 hour confirmed time slot prior to visit"

This did not happen, I got a text at 14.15 - saying Engineer would be here between 12 - 5. Then got a message at 14.45 saying "Engineer would be here in 5 mins" .

I asked Engineer about this and he said "they have not done that for a couple of years" . So whatever slot you book you have no idea what time Engineer will arrive despite Sky telling you that you will ??

[Chodley]

Sounds like it

I would imagine; cost cutting, lack of resource to update workflow text, fewer engineers to resolve timing issues.

[Debra.s]

Hi

I totally understand that. But Sky should not be telling customers that info if it's not true. 

thanks 

[Daniel0210]

@Debra.s 

I thought that recently (last summer) Sky changed it in that customers will receive a tracking link on the day of the visit. This will show when their engineer is expected to arrive.

[Debra.s]

Hi, below is what I was sent by Sky and confirmed on phone;

On the day of your visit

An engineer will visit your home within the confirmed time slot we’ve given you to try fix the problem. When they’re on their way, you’ll get a text or an email with a tracking link. You’ll see how far away they are and what time they expect to arrive.

I originally had an appointment on a weekday afternoon, I had gone to work {as I work locally} expecting to get a Confirmed Slot so I could then come home. I did not get a slot and came home in case Engineer turned up. 
Sky in fact cancelled app at 16.50. So lost an afternoons work. 
I am not disputing Sky's process but they should not be giving out incorrect info. 

Thanks. 

[Chodley]

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@Debra.s wrote:

Hi

I totally understand that. But Sky should not be telling customers that info if it's not true. 

thanks 

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I'm aware of that. You'll be best off using their complaints procedure