Sky installation no show / automatic cancellation

kj72

I’m wondering if anyone has had similar experience........

I ordered Sky the weekend before last and it was due to be installed today. Come 3pm i hadn’t heard from anyone and decided to ring Sky. The girl i spoke to told me that my order had been cancelled as they are no longer providing the sky+ boxes but are supplying a hd enabled one instead, and that on this basis my order had to be cancelled, re ordered and another date booked for installation instead. She sort of apologies by saying that they had too many people to be ringing to tell them they had been cancelled. Not very pleased as it seems a very ropey ‘excuse’, i mean why could they just turn up with the other box instead? And also not very please that they didn’t ring to tell me ( i though Sky had good customer service). Now i won’t be installed until Feb 10th, which i can’t understand either .

Any similar experiences or comments etc. - very annoyed at this, and tempted to take it up with Sky by some manner or means

corny

kj72 wrote: »

I’m wondering if anyone has had similar experience........

I ordered Sky the weekend before last and it was due to be installed today. Come 3pm i hadn’t heard from anyone and decided to ring Sky. The girl i spoke to told me that my order had been cancelled as they are no longer providing the sky+ boxes but are supplying a hd enabled one instead, and that on this basis my order had to be cancelled, re ordered and another date booked for installation instead. She sort of apologies by saying that they had too many people to be ringing to tell them they had been cancelled. Not very pleased as it seems a very ropey ‘excuse’, i mean why could they just turn up with the other box instead? And also not very please that they didn’t ring to tell me ( i though Sky had good customer service). Now i won’t be installed until Feb 10th, which i can’t understand either .

Any similar experiences or comments etc. - very annoyed at this, and tempted to take it up with Sky by some manner or means

Same thing happened me, except its happened twice now. Ordered Sky just before Christmas when they told me it will be installed on the 22nd Jan. Long wait i suppose, but it was a decent deal so i didn't mind. Anyway 5pm on the 22nd i gave them a ring saying no ones turned up. The girl then lied to me saying the engineer had rang that morning to cancel even though i'd been there all day. She then assured me that it would be installed this morning instead. I wasn't happy but i agreed. Just off the phone to another girl now and she's just told me its been cancelled again. Questioned her quite a bit when she basically said they've no Sky+ boxes to give me. I can't believe this. There has to some other reason. She then said definitely next week. I said but i was told that last week and you're basically guessing aren't you, to which she replied yes! Absolutely astonishing stuff from this people. I've paid for the service and yet i'm treated like i'm begging for something free. Also asked her how do i take this further? She says nonchalantly, ring up and cancel.

OP save yourself the hassle they won't come out on the 10th.

kj72

Thanks for sharing that Corny, based on that i will be surprised if they turn up on the 10th but i will be ringing them on the mon/tues beforehand to check if everything is going ahead as planned and basically making it as awkward as possible for them to cancel (i'm sure they will do what they want but anyhow).

i'll also be mentioning the power of the Internet and Joe Duffy!!

does anyone on here have any idea what might be happening or know if it is possible to contact Sky in Ireland rather than through the call centre in Scotland. Also would we have the same hassel if we went through a local agent rather than ordering it online???

there is meant to be a sky communal dish coming to where i'm living in 6 months time (although it has been coming in 6 months for the last 3 years hence my reluctance to wait any longer) unless that is a factor in them not wanting to install - although they have already installed loads of dishes in the houses/apts beside me......

anyone got any ideas??

St Senan

My advice to both you guys is to cancel your install's with sky direct and go to you local Shop or Agent to get installed at least that way you are dealing face to face with some one instead of relying on Sky to send out a sub/sub contractor.

kj72

Thanks Scaller, may very well do that, have sent a complaint through Skys website and will see what response i get. Going through the local agent seems to be preferable though - i'm in Dublin 15 if anyone on here knows who my local agent might be? This is probably a daft question but are the kiosks in shopping centres e.g. stephens green, blanchardstown classified as 'local agents' or are you better off going through a tv shop which supplies sky

corny

scaller wrote: »

My advice to both you guys is to cancel your install's with sky direct and go to you local Shop or Agent to get installed at least that way you are dealing face to face with some one instead of relying on Sky to send out a sub/sub contractor.

As ridiculous as it sounds i think thats what they want! I got a good deal off them ordering before christmas and i'm gonna make sure they live up to the agreed terms. At least i'm gonna try.

kj72

Sky's response to my complaint - pretty useless but at least i have the complaint on file and the new install date in 'writing'.....


Thank you for your email regarding the install of your sky + box.

I’m very sorry for the poor service you’ve received and apologise for any inconvenience you’ve suffered as a result of this.

As you were made aware the sky + boxes have been discontinued and we have to replace all the jobs with sky + hd boxes. We did organise a specialist team to call customers and explain this but unfortunately there were a few customers that got missed. I do apologise for this.

I had a look on our system to see if there were any earlier dates available but unfortunately none are available.

Whilst I realise that you may be disappointed with the decision made, I hope that you can appreciate our position on this matter.


Kind regards
Sky Help Centre





Original Message Follows:

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Enquiry Type:

•Complaints
•Sky TV complaints
•Customer service (TV)
Description:

I ordered Sky the weekend before last (Jan 23rd) and it was due to be installed yesterday (Feb 1st). Come 3pm I hadn’t heard from anyone and decided to ring Sky. The girl I spoke to told me that my order had been cancelled as they are no longer providing the sky+ boxes but are supplying a HD enabled one instead, and that on this basis my order had to be cancelled, and another date booked for installation. I’m complaining on the basis that: 1. I received no communication to say that the installation had been cancelled (i booked a day of work to be at home) and the explanation offered for this was unsatisfactory (The girl on the phone told me that they had too many people to be ringing to tell them they had been cancelled, which in my view is unacceptable). 2. The explanation or reason offered for cancelling the installation was also unsatisfactory – if a HD box is been offered rather than SKY+ box then presumably the installer could have turned up as scheduled with the HD box instead? 3. I have now been scheduled for installation on Feb 10th which is a wait of 10 days for a re-scheduled installation – i know of other customers who only ordered Sky yesterday and have been given installation dates soon that that. I look forward to a reasonable explanation as i am very disappointed with the service i have received to-date.