Engineer Visit cancelled

[Cambria29]

Dear Sir or Madam,

I am writing to make a formal complaint about the consistently poor service we have received.

Your telephone and appointment-booking system is, quite frankly, a joke. Engineers repeatedly cancel appointments without any warning, leaving us waiting unnecessarily and disrupting our plans. To make matters worse, when this happens, your own customer service team appears unable to book a replacement appointment because the system does not allow them to do so.

This is completely unacceptable. Customers should not have to repeatedly chase cancelled appointments, spend excessive amounts of time on the telephone, and then be told that nothing can be done because of limitations in your internal systems. Your operational failures are not the customer’s responsibility.

I require this matter to be escalated immediately, a replacement appointment to be arranged without further delay, and confirmation that the appointment will be honoured. I would also like a clear explanation of why the previous appointments were cancelled without warning and what action is being taken to prevent this from happening again.

Please treat this as a formal complaint and provide a substantive response as soon as possible.

Kind regards,

Tom Seccombe

[Daniel0210]

@Cambria29 
You aren’t actually contacting Sky by posting here as this is a customer ▶️ customer discussion forum where we try to assist other customers.

Apparently customers who book an engineer for their Sky Q equipment should now receive a tracking link on the day of the planned visit. This will show when the engineer is expected to arrive.

I expect there is a good chance they've been delayed at an earlier appointment which will impact later visits.

[Cambria29]

What is the purpose of this forum? 

[MightyQuinn]

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@Cambria29 wrote:

What is the purpose of this forum? 

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Hi @Cambria29   Please see Welcome below.

[Daniel0210]

@Cambria29 

The general idea is that in a large number of cases other customers including those referred to as Superusers can give the appropriate advice to a question which prevents the poster needing to call Sky, therefore freeing up the lines for matters that do require staff intervention and saving on what could be a long wait in a queue to speak to an agent.

[Daniel0210]

@Cambria29 

As already stated in my first post…

You aren’t actually contacting Sky by posting here as this is a customer ▶️ customer discussion forum where we try to assist other customers.

[Cambria29]

I have pasted here what I have sent to Sky. [removed]

Moderator Actions: removed inappropriate comments and Campaigning 

[MightyQuinn]

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@Cambria29 wrote:

I have pasted here what I have sent to Sky. I am not asking for your help. Other users who have the same issue can copy and paste the same complaint.

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Hi @Cambria29   I refer you to community rule 10., see Welcome below.

[Cambria29]

The wording above is about my own individual complaint and asks Sky to resolve my case.

Don’t incite complaints, campaign or lobby generally means you should not encourage other customers to submit complaints, organise coordinated action, start a petition, or pressure people to contact Sky or a regulator.

[mr.tickle]

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@Cambria29 wrote:

I have pasted here what I have sent to Sky. I am not asking for your help.

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Perhaps it would have been better had you made that much, much clearer in your initial post then.

At the very least, "this is what I've sent...". And also Ideally "I know Sky will not read this".

If you read other threads, you'll find many where people think they are contacting Sky by posting here, and post #2 happens many times every day. I've never seen someone know they weren't contacting Sky write a post like yours with nothing indicating they weren't making the same mistake.

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@Cambria29 wrote:

Other users who have the same issue can copy and paste the same complaint.

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^^ That is a statement which may be deemed a problem. And to be perfectly clear, it is not us here who are going to be making that judgement.

[Angel_Aka]

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@Cambria29 wrote:

The wording above is about my own individual complaint and asks Sky to resolve my case.

Don’t incite complaints, campaign or lobby generally means you should not encourage other customers to submit complaints, organise coordinated action, start a petition, or pressure people to contact Sky or a regulator.

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Have you actually sent your complaint to the complaints department? Posting on here won't really do much.

[Cambria29]

Yes, the complaint has already been submitted directly to Sky through its complaints process.

I posted the wording here to describe my experience and to provide a useful example for any customer encountering the same problem. I was not under the impression that this forum was Sky’s complaints department, nor was I asking other members to resolve the issue for me.

Suggesting that another customer may find the wording useful is not the same as organising a campaign, lobbying, or inciting coordinated complaints. It is simply customers sharing information about a common service failure, which I understood to be one of the purposes of a customer forum.

I appreciate that some people mistakenly believe they are contacting Sky by posting here, but that was not the case on this occasion. That point has now been clarified, so there is no need to continue debating it.

[Vik1983]

I have just had a visit for a engineer cancelled now, this was booked 12-5pm today and at 4pm got a text to say they tried to contact me which they did not.

This exact same thing happed last Tuesday

I AM SO ANGRY RIGHT NOW!!!!!

[Cambria29]

Hi Vik1983,

Unfortunately, this was only the beginning of my problems with Sky Q. I wasted hours speaking to various call centres, none of which seemed able to understand or resolve the issue.

Eventually, it was escalated and I spoke to a team based in Bulgaria. They were the first people who properly understood what had gone wrong and what needed to be done to fix it.

My advice, to save yourself a great deal of time and aggravation, is to ask specifically for the issue to be escalated to that team. You may be able to find the relevant contact details online, or perhaps someone else in the community can help.

Explain clearly what has happened and insist that the matter is escalated. If that does not happen, make a formal complaint to Sky. In my experience, that was when things finally started moving. I was placed on a priority list, and the engineer then attended promptly and was very helpful.

My impression is that, with Sky increasingly promoting Sky Stream, there may now be fewer Sky Q engineers available to meet demand. That is only my personal experience and assumption, of course.

I have been a Sky VIP customer for many years and was extremely disappointed with how my home move was handled. The situation was made even more frustrating by my subsequent experience with the Sky Community moderators following my original post on this thread.

Best of luck. I hope you manage to get it resolved quickly.

[Daniel0210]

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@Cambria29 wrote:

My impression is that, with Sky increasingly promoting Sky Stream, there may now be fewer Sky Q engineers available to meet demand. That is only my personal experience and assumption, of course.

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@Cambria29 

That's correct and it has been well documented on here that Sky made a number of satellite engineers redundant a couple of years ago.