These are my adventures so far with Sky, I will keep you all updated: Are you: a) Stupid b) Illiterate I have asked that you do not call or email me - you have done both. Please READ this CAREFULLY as it contains important instructions for you. To make it even easier I have marked the relevant passages so they stand out - can you spot them by yourself? Please do not waste any more of my working time. Original submission to Sky on Weds 10th Feb. 2010: In response to: KMM4581268I15977L0KM KMM4577278I15977L0KM KMM4539257I15977L0KM Original 1st message sent on Friday 5th Feb: 1st engineer shows up Sunday 31st Jan in the morning,can't install, need special heights team i'd explained the issues over several calls to various people the week prior to this. Book special heights team using his handset for Monday 1st Feb. I book the day off work (i now have 24 days holiday left). 2nd engineer turns up, wrong ladders for booking. Was booked as special heights but the 'code' had not been amended so he didn't have the right ladders. Sky will call me to re-arrange. sky don't. I call them, on (mobile) phone for 15 mins, wasting time and money re-booking in job. Sky guarantee I will have Sky this Friday 5th as the job is re-booked. I ensure all information is provided and they know to turn up with a 'big' ladder. I have booked Friday off (now have 23 days holiday left). Friday 5th - no one calls, no one turns up. I call Sky, ask to speak to supervisor but that person is busy and they will call me back. They haven't. I was given engineer's number and asked to call myself so i do. engineer is booked and should be with me by 6. It is now 17:55, i have spent whole day waiting for a Sky engineer and now need to go out - result? Sky will not be installed. I call Sky again (in the meantime) and speak to billing to confirm I am not being charged for Sky when you are too inept to arrange an engineer visit. I am told it will be credited back, they also try to get hold of engineer, alas to no avail - all the while I am on hold, wasting more time and money but that's okay as I'm on holiday right? I want to make a complaint so I ask about the procedure, I am told you don't have a complaints department and customer service isn't really about servicing the customer. I search online for the complaints procedure and here I am. Still no Sky, still no answer. The best thing about this is that it happened last year when we had Sky at our previous flat. We had 4 engineers that time and in the end I had to cancel the contract and go with an independent installer - something I was told I would definately not need to do this time - I really shouldn't have listened to your bungling advice again. This all leaves me incredibly angry, furious one might say. I DO NOT want anything to do with your company any more. I want my contract terminated immediately and I never want to have any dealings with you as an organisation ever, ever again. I will also not be recommending you to my family, friends, strangers in the street, tube or when I am drunk in the pub. In fact I might open all my conversations with "Don't have anything to do with Sky, they are incompetent muppets who take your money and raise your blood pressure." Subsequent email sent on Monday 8th Feb. I do not have a copy of this mail but it was sent to update you that the enmgineer turned up at 9am Saturday morning and again was unable to install. Have been recommended to wait until the roof is dry. Multiple issues with the potential installation - issues that I have been over with Sky on the phone on several occasions. I have still not received a phone call from a supervisor as requested on Friday 5th Feb. I sent these details to Sky in response to an automated email from 'Stacey' on Tuesday 9th Feb: Account number: 6*********** Login name: Card number: 4******* Pin number: **** help@skycustomersupport.com KMM4539257I15977L0KM & KMM4569398I15977L0KM To make things easier for you I have taken a copy of this email - in case of any more 'improvements' to your email service (I read 'lost the email') which was originally submitted using the online 'enquiry' form - so I can easily forward this to you again. I have also listed the outstanding/ unsatisfactory points below: 1) Why have I still not received a phone call from someone despite a request over the phone on Friday and having submitted my number on 2 separate occasions online? No one has called at any point to apologise, take charge, offer an explanation or resolution - the basic elements of customer service. I no longer wish to speak to anyone at Sky and would prefer that all correspondence from this point onwards is handled by post so I have a record. This is for two reasons: no-one I have spoken to has been able to resolve the problem, arrange an engineer visit competently, address any of my concerns, provide confirmation or understand any of the explanations I have provided; your online system seems unable to track submitted complaints ' To ensure your enquiry is directed to the correct team, we have made some changes to our e-mail support. We need you to re-submit your message by filling in the Sky Enquiry Form.' I am sick and tired of repeating myself on the phone and spending money contacting you, a rough estimate is that I have spent over 2 hours on the phone to you since the last week of Jan. 2) I requested confirmation that I will not be billed during the period for which I am not receiving the service - please can you still provide this. I have cancelled the Direct Debit to avoid you removing any funds from my account - again this is done because I do not trust any of your internal processes or feel I can rely on anything that I am told by Sky (the reasons for these sentiments should be clear from the horrendous way that Sky have acted and unreliability of engineer visit bookings). 3) I would like to receive an apology for using up two days of my annual leave for a 5 minute visit from an engineer who was unable to complete the job because the 'code' was incorrect and for an engineer visit who did not actually turn up. I do have to say that the engineer who did turn up on Saturday was very good, helpful and determined. He was not directly employed by Sky of course. Again, please do not contact me via phone or email, please address your reply to: Diego (this is the correct spelling of my name not Diago - don't get me started on that one) *Address* Date: Wed, 10 Feb 2010 13:35:56 +0000 From: help@skycustomersupport.com To: Subject: Re: Customer service (TV) (KMM4592197I15977L0KM) Dear Mr de Velasco Customer Account Number: 630045182726 Thank you for your email. I am sorry to hear you are having difficulties with your Sky account. I have tried to call you today but have been unsuccessful. Therefore, can you please call us on 08442 411 714 when it is convenient to discuss this matter. Our lines are open 9am to 8pm Monday to Friday and 9.30am to 6pm Saturday and Sunday. If you would prefer us to call you at a more convenient time and date, please let me know. I hope this information has helped with your enquiry. If you require any further assistance, you can respond to my email. You can also contact our customer service team on 08442 41 41 41, where one of our advisors will be happy to help. Kind regards David Customer Relations http://www.sky.com Original Message Follows: ------------------------ Enquiry Type: Complaints Sky TV complaints Customer service (TV) Description: In response to: KMM4581268I15977L0KM KMM4577278I15977L0KM KMM4539257I15977L0KM Original 1st message sent on Friday 5th Feb: 1st engineer shows up Sunday 31st Jan in the morning,can't install, need special heights team i'd explained the issues over several calls to various people the week prior to this. Book special heights team using his handset for Monday 1st Feb. I book the day off work (i now have 24 days holiday left). 2nd engineer turns up, wrong ladders for booking. Was booked as special heights but the 'code' had not been amended so he didn't have the right ladders. Sky will call me to re-arrange. sky don't. I call them, on (mobile) phone for 15 mins, wasting time and money re-booking in job. Sky guarantee I will have Sky this Friday 5th as the job is re-booked. I ensure all information is provided and they know to turn up with a 'big' ladder. I have booked Friday off (now have 23 days holiday left). Friday 5th - no one calls, no one turns up. I call Sky, ask to speak to supervisor but that person is busy and they will call me back. They haven't. I was given engineer's number and asked to call myself so i do. engineer is booked and should be with me by 6. It is now 17:55, i have spent whole day waiting for a Sky engineer and now need to go out - result? Sky will not be installed. I call Sky again (in the meantime) and speak to billing to confirm I am not being charged for Sky when you are too inept to arrange an engineer visit. I am told it will be credited back, they also try to get hold of engineer, alas to no avail - all the while I am on hold, wasting more time and money but that's okay as I'm on holiday right? I want to make a complaint so I ask about the procedure, I am told you don't have a complaints department and customer service isn't really about servicing the customer. I search online for the complaints procedure and here I am. Still no Sky, still no answer. The best thing about this is that it happened last year when we had Sky at our previous flat. We had 4 engineers that time and in the end I had to cancel the contract and go with an independent installer - something I was told I would definately not need to do this time - I really shouldn't have listened to your bungling advice again. This all leaves me incredibly angry, furious one might say. I DO NOT want anything to do with your company any more. I want my contract terminated immediately and I never want to have any dealings with you as an organisation ever, ever again. I will also not be recommending you to my family, friends, strangers in the street, tube or when I am drunk in the pub. In fact I might open all my conversations with "Don't have anything to do with Sky, they are incompetent muppets who take your money and raise your blood pressure." Subsequent email sent on Monday 8th Feb. I do not have a copy of this mail but it was sent to update you that the enmgineer turned up at 9am Saturday morning and again was unable to install. Have been recommended to wait until the roof is dry. Multiple issues with the potential installation - issues that I have been over with Sky on the phone on several occasions. I have still not received a phone call from a supervisor as requested on Friday 5th Feb. I sent these details to Sky in response to an automated email from 'Stacey' on Tuesday 9th Feb: Account number: 630045182726 Login name: diago-de Velasco-perez Card number: 495449126 Pin number: 2026 help@skycustomersupport.com KMM4539257I15977L0KM & KMM4569398I15977L0KM To make things easier for you I have taken a copy of this email - in case of any more 'improvements' to your email service (I read 'lost the email') which was originally submitted using the online 'enquiry' form - so I can easily forward this to you again. I have also listed the outstanding/ unsatisfactory points below: 1) Why have I still not received a phone call from someone despite a request over the phone on Friday and having submitted my number on 2 separate occasions online? No one has called at any point to apologise, take charge, offer an explanation or resolution - the basic elements of customer service. I no longer wish to speak to anyone at Sky and would prefer that all correspondence from this point onwards is handled by post so I have a record. This is for two reasons: no-one I have spoken to has been able to resolve the problem, arrange an engineer visit competently, address any of my concerns, provide confirmation or understand any of the explanations I have provided; your online system seems unable to track submitted complaints ' To ensure your enquiry is directed to the correct team, we have made some changes to our e-mail support. We need you to re-submit your message by filling in the Sky Enquiry Form.' I am sick and tired of repeating myself on the phone and spending money contacting you, a rough estimate is that I have spent over 2 hours on the phone to you since the last week of Jan. 2) I requested confirmation that I will not be billed during the period for which I am not receiving the service - please can you still provide this. I have cancelled the Direct Debit to avoid you removing any funds from my account - again this is done because I do not trust any of your internal processes or feel I can rely on anything that I am told by Sky (the reasons for these sentiments should be clear from the horrendous way that Sky have acted and unreliability of engineer visit bookings). 3) I would like to receive an apology for using up two days of my annual leave for a 5 minute visit from an engineer who was unable to complete the job because the 'code' was incorrect and for an engineer visit who did not actually turn up. I do have to say that the engineer who did turn up on Saturday was very good, helpful and determined. He was not directly employed by Sky of course. Again, please do not contact me via phone or email, please address your reply to: Diego de Velasco (this is the correct spelling of my name not Diago - don't get me started on that one) 107A Humber Road London SE3 7LW