Engineer Visit cancelled

[Vik1983]

Hi Cambria29

Thank you for the amazing reply.

Can I kindly ask what is the name of the escalation department?

Sky complaint who are based in Scotland have been dealing with me thus far.

My actuall problems started 2 months back where the Q box freezes and the the minis lose connection. This happens multiple times a day.

Had a useless agency engineer rock up who did not even offer to take his boots off, walked around the home with dirty boots, did not even have replacement minis with him and when I told him that was poor service, he then turned around and told me I should leave Sky.  I was in total shock a Sky engineer told me this.

The next day, replacement equipment was posted, 2 minis and a Sky Q box.  Replaced all and the exact crashing still happens.

Sky complaints booked and engineer for last Tues and at 4pm I got a text to say they tried to call, which they did not and just cancelled the visit.

Sky complaints then arranged a visit for today and shock horror, 4pm I get the same text and visit was cancelled.

This all seems a little suss if you ask me.

I have been with Sky since day 1 and am a Diamond level customer and this is how they treat their loyal customers

[Cambria29]

Hi Viki,

I’m really sorry you’ve had such a poor experience, especially after being with Sky for so long.

The team I was referring to is usually called the Customer Priority Team, although it may also be described internally as the Executive Complaints Team or Executive Support Team. It deals with more complex complaints that have not been resolved through the normal complaints process.

I would ask your current complaints handler in Scotland to escalate the case to that team and make it clear that you need a senior Sky Q technical engineer, rather than another general agency visit.

I would also ask them to formally record both cancelled appointments, confirm why they were cancelled, keep the complaint open, and provide you with the complaint reference number.

Given that all the equipment has already been replaced and the same fault remains, it sounds as though the issue needs a proper investigation of the dish, cabling, network setup or signal rather than simply sending more replacement boxes.

I hope they finally get this resolved for you.

[Vik1983]

@Cambria29 

Thank you for the details

I do actually have an ongoing complaint number and all this is being monitored and recorded.

The purpose of the engineer visit was for exactly what you say, to check the dish and cabling etc.

They have rebooked for next week but I may call and ask if this is actually in the hands of the senior team or not.

Again, thank you ever so much