Customer Relations/Complaints to Sky - Sky

'Oaks Addict · 09-11-2009, 20:59

So, cut a long story short, I'm the account holder's daughter and tomorrow I've arranged for HD to be installed as an early (surprise) xmas present. Called to arrange installation and specified many times it was a surprise and the engineer had to call my mobile to advise of ETA....called a SECOND time to confirm a not had been put on my account about the fatc it was a surprise and what number they'd ring.

Surprise Surprise...I was out to dinner tonight and the engineer calls the house phone and tells my mum the HD would be installed between 2&4 tomorrow!

Absolutely gutted the surprise has been ruined and I went to great lengths to make sure they were out of the house all day tomorrow!

So I've wrote to their Customer Relations...anyone ever wrote to them before and got a decent reply or even a reply at all!?!? I've made a complaint through Sky.com before and heard no reply so I thought writing would be a better idea.

I actually work for Sky (don't get anything for free by the way! So I know they don't reply to customer complaints very often)

sodafountain · 10-11-2009, 08:32

Send an e-mail to - jeremy.darroch@bskyb.com

They always answer that one.

Also, i presume you will be there for the engineer visit? Ask him what he was told to do.

TSx · 12-11-2009, 02:22

The systems recently changed and whereas the engineers only used to be given a single contact number, they now get all the numbers on the account.

It does ruin the surprise somewhat, and it's frustrating Sky hasn't briefed it out to it's staff fully, but it's a very specific circumstance. They definitely could have added a note to the job sheet.

Customer relations do reply via sky.com, but since they are targeted on credit per case (I'm fairly sure that's the case) amongst other things, and I've known CR agents have credits per case of less than 50p, don't expect too much more than an apology letter or email...

ftv · 12-11-2009, 16:22

Quote:

Originally Posted by sodafountain

Send an e-mail to - jeremy.darroch@bskyb.com

They always answer that one.

Also, i presume you will be there for the engineer visit? Ask him what he was told to do.

I had a long-running dispute with Sky (won't bore you with the details) and in the end wrote to James Murdoch at Wapping. Within 24 hours they were on the phone, gave me a rebate and cut my Sky HD+ monthly payment by 25% for six months in way of an apology. It seems to be one of those organisations where you can only get things done by going to the top (or at least threatening to|)

09-11-2009, 20:59	#1
'Oaks Addict Forum Member Join Date: Jun 2009 Posts: 629	Customer Relations/Complaints to Sky So, cut a long story short, I'm the account holder's daughter and tomorrow I've arranged for HD to be installed as an early (surprise) xmas present. Called to arrange installation and specified many times it was a surprise and the engineer had to call my mobile to advise of ETA....called a SECOND time to confirm a not had been put on my account about the fatc it was a surprise and what number they'd ring. Surprise Surprise...I was out to dinner tonight and the engineer calls the house phone and tells my mum the HD would be installed between 2&4 tomorrow! Absolutely gutted the surprise has been ruined and I went to great lengths to make sure they were out of the house all day tomorrow! So I've wrote to their Customer Relations...anyone ever wrote to them before and got a decent reply or even a reply at all!?!? I've made a complaint through Sky.com before and heard no reply so I thought writing would be a better idea. I actually work for Sky (don't get anything for free by the way! So I know they don't reply to customer complaints very often)

10-11-2009, 08:32	#2
sodafountain Forum Member Join Date: Mar 2005 Posts: 4,897	Send an e-mail to - jeremy.darroch@bskyb.com They always answer that one. Also, i presume you will be there for the engineer visit? Ask him what he was told to do.

12-11-2009, 02:22	#3
TSx Forum Member Join Date: Feb 2009 Posts: 76	The systems recently changed and whereas the engineers only used to be given a single contact number, they now get all the numbers on the account. It does ruin the surprise somewhat, and it's frustrating Sky hasn't briefed it out to it's staff fully, but it's a very specific circumstance. They definitely could have added a note to the job sheet. Customer relations do reply via sky.com, but since they are targeted on credit per case (I'm fairly sure that's the case) amongst other things, and I've known CR agents have credits per case of less than 50p, don't expect too much more than an apology letter or email...