It just goes on and on but I thought I would share the latest on my Sky wont let me buy Sky HD saga
On the advise on Magoo1 (whom I would like to thank) I emailed [email protected] and got a replay from a lady whom I will not name which said:
Dear Mr T
Thank you for your email of 10 July 2007 addressed to James Murdoch, which has been forwarded for my attention.
I will not attempt to justify the unsatisfactory service you have received. Suffice to say that we clearly failed you, and I very much regret that your installations attempt was not completed in an efficient manner. I completely understand your frustration, and on behalf of Sky television I would like to offer my apologies.
I can assure you that we take reports of this nature very seriously, please be assured that we will be investigating addressing these matters with the appropriate personnel.
Meanwhile, I note your request to purchase a Sky HD box for the amount of £199.00 and I would be more than happy to make the necessary arrangements. When you are ready to proceed with your order please advise me of payment details.
Pease be assured that it is always our intention to provide our customers with the best service possible. I am only sorry that in your particular case we have failed to live up to this goal.
I hope that I have been of assistance. Should you require further help in this regard please contact me at the above email address.
Result you might think PLEASE READ ON (for the next episode of the continuing saga of ME, HD and SKY
Sky Enquiry:27198
Dear Miss ????????????
At the bottom of your email you said Should you require further help in this regard please contact me at the above email address Well as this is still not sorted I DO REQUIRE YOUR HELP PLEASE
Please note my new email address as I am now using SKY as my internet provider (was only without internet for 4 days but that is another story)
Now the continuing saga of ME, HD and SKY, Let me bring you up to date, with you help I was finally able to get the SKY computer to allow me to order SKY HD for £199 and for that I thank you (I think).
The installation time was only going to be about 1week and (fool like I am) I thought as me and SKY seemed to be friends again I would keep my old SKY + box for down stairs and pay sky another £10 for multi-room on top of the new £10 for HD. I informed the lady that I would like the old dish cables replaced as well as the new ones as the old ones were to short to allow me to reposition my new HD box , this was not a problem she said and everything was booked for the following Saturday for between 9.00 and 1.00 on the 21st July.
I was told that the installer would call me before 9.00, HE DID NOT. I waited till 10.30 and called the number I was given by the letter I had received confirming the installation. I was told that yes I was booked for today and they would get in touch with the installer and he would call me back within an hour, HE DID NOT. At 11.40 I rang SKY again they said they would get in touch with the Firm doing the install and get them to call me back. At 12.30 the installer rang me and said he was running a bit late, but he would be with me by 1.00. At 1.20 he turned up and said he had only be told to replace my SKY + box with a SKY HD box, no multi-room no replacing the old cables, for that he needed 150 minutes and had only been given 100 (what ever that means) he also said that I would have to re-book the install through SKY and also to inform them that I live in a 3 story town house that would probably require the special heights team and then he left.
Called SKY yet more times and finally got through to a apologetic gentleman he was told everything that the installer had told me including the bit about the special heights team informed me that this was not a problem and that the complete install would now take place on the 28th of July between 1.00 and 4.00. (Not happy but left it at that)
Yesterday the 28th of July the SKY engineer (Note not an installer) called before 9 and informed that he would be with me between 1.00 and 4.00. At 5.00 I rang SKY to ask were he was, at 5.30 he turned up. He said he was here to fit my SKY HD box. No multi-room, no replacing cables no adding new cables, SKY would not allow him to do that, because of the height of my dish that was a job for the special heights team. However he was very helpful and said that he could a least swap over my SKY + box for the SKY HD box if I wanted, that was the best he could do. I asked him to call SKY to find out what the hell was on which he did. (Mistake Number ???? lots) The SKY person on the phone told the engineer that he was NOT allowed to install the SKY HD box, at this point I lost it and ask to speak to a supervisor whom I informed about all the trouble I have had with this HD purchase. She finally agreed to allow the SKY engineer to install the HD box but she would have to cancel the install now, refund my money and then take the money from me again (OK if thats what it takes) the multi-room would have to be re-booked with special heights team who would not be available for 2 to 3 weeks she would call me back with a date and a job number for the SKY engineer. SHE DID NOT
The SKY engineer (who I must say was very helpful) installed my HD box and tried to pair the card, he said it could some times take as long as 4 hours for it to work.
At 23.00 I called SKY yet again to be told that they could not get my viewing card to work due to errors on the computer screen (where have we heard that before) and that it could take up to 4 days to get it fixed and until it was I would be unable to view any movie channel of any SKY HD channel.
So Miss ?????? sorry for the length of this email but I have just about reached the end with SKY and this HD fiasco.
What I would like you to do for me is as follows:
1. Have someone get it touch with me to arrange a date to have my muti-room installed with the special heights team who will also replace the old cables from my dish to my new (but as yet unusable in HD) HD box.
2. Have someone fix the problem with my viewing card so that I can view any of my 6 mixes and movie channels (which I am paying £37 a month for but can not use at this time) and also view HD in my new HD box (which I am paying £10 month for but can not use at this time)
3. Refund my account for:
a. The amount of time I have been able to use my 6 mixes and movie channels
b. The amount of time I have been able to view HD in my new HD box
c. For the amount of time I have used the SKY 08702 40 40 40 number (which is now in hours not minutes for this HD fiasco) I would like some form of compensation as I can not see how any of this has been my fault and why should I have to pay out my money and wait in all day in my house (Twice) because of problems which have been caused (in my opinion) by SKY
d. This last one I have taken some time to think about. If you can not help me a least sort out item 3A and 3B within 28 days I would like you to cancel my complete SKY package that is everything, all TV including HD, multi-room everything and refund me my £199 for my HD box which you can come and collect. I realise I can not cancel my SKY broadband as I have only just started my contact, but at the end of 12 months I can assure you it to will be cancelled. Please please please do not take this a some sort of threat, it is not meant like that but I am just so feed up and ******ed off with your firm that at this time I want nothing else to do with it. (which is sad because up until this I have always recommended SKY to my friends and I have been with SKY since the early 1990s)
Yours truly,
Well folks thats were I stand with SKY at the moment (as I said to the SKY lady sorry for the length of this post) if any one would care to comment on this or give me any other advise please fell free and once again thanks to Magoo1
On the advise on Magoo1 (whom I would like to thank) I emailed [email protected] and got a replay from a lady whom I will not name which said:
Dear Mr T
Thank you for your email of 10 July 2007 addressed to James Murdoch, which has been forwarded for my attention.
I will not attempt to justify the unsatisfactory service you have received. Suffice to say that we clearly failed you, and I very much regret that your installations attempt was not completed in an efficient manner. I completely understand your frustration, and on behalf of Sky television I would like to offer my apologies.
I can assure you that we take reports of this nature very seriously, please be assured that we will be investigating addressing these matters with the appropriate personnel.
Meanwhile, I note your request to purchase a Sky HD box for the amount of £199.00 and I would be more than happy to make the necessary arrangements. When you are ready to proceed with your order please advise me of payment details.
Pease be assured that it is always our intention to provide our customers with the best service possible. I am only sorry that in your particular case we have failed to live up to this goal.
I hope that I have been of assistance. Should you require further help in this regard please contact me at the above email address.
Result you might think PLEASE READ ON (for the next episode of the continuing saga of ME, HD and SKY
Sky Enquiry:27198
Dear Miss ????????????
At the bottom of your email you said Should you require further help in this regard please contact me at the above email address Well as this is still not sorted I DO REQUIRE YOUR HELP PLEASE
Please note my new email address as I am now using SKY as my internet provider (was only without internet for 4 days but that is another story)
Now the continuing saga of ME, HD and SKY, Let me bring you up to date, with you help I was finally able to get the SKY computer to allow me to order SKY HD for £199 and for that I thank you (I think).
The installation time was only going to be about 1week and (fool like I am) I thought as me and SKY seemed to be friends again I would keep my old SKY + box for down stairs and pay sky another £10 for multi-room on top of the new £10 for HD. I informed the lady that I would like the old dish cables replaced as well as the new ones as the old ones were to short to allow me to reposition my new HD box , this was not a problem she said and everything was booked for the following Saturday for between 9.00 and 1.00 on the 21st July.
I was told that the installer would call me before 9.00, HE DID NOT. I waited till 10.30 and called the number I was given by the letter I had received confirming the installation. I was told that yes I was booked for today and they would get in touch with the installer and he would call me back within an hour, HE DID NOT. At 11.40 I rang SKY again they said they would get in touch with the Firm doing the install and get them to call me back. At 12.30 the installer rang me and said he was running a bit late, but he would be with me by 1.00. At 1.20 he turned up and said he had only be told to replace my SKY + box with a SKY HD box, no multi-room no replacing the old cables, for that he needed 150 minutes and had only been given 100 (what ever that means) he also said that I would have to re-book the install through SKY and also to inform them that I live in a 3 story town house that would probably require the special heights team and then he left.
Called SKY yet more times and finally got through to a apologetic gentleman he was told everything that the installer had told me including the bit about the special heights team informed me that this was not a problem and that the complete install would now take place on the 28th of July between 1.00 and 4.00. (Not happy but left it at that)
Yesterday the 28th of July the SKY engineer (Note not an installer) called before 9 and informed that he would be with me between 1.00 and 4.00. At 5.00 I rang SKY to ask were he was, at 5.30 he turned up. He said he was here to fit my SKY HD box. No multi-room, no replacing cables no adding new cables, SKY would not allow him to do that, because of the height of my dish that was a job for the special heights team. However he was very helpful and said that he could a least swap over my SKY + box for the SKY HD box if I wanted, that was the best he could do. I asked him to call SKY to find out what the hell was on which he did. (Mistake Number ???? lots) The SKY person on the phone told the engineer that he was NOT allowed to install the SKY HD box, at this point I lost it and ask to speak to a supervisor whom I informed about all the trouble I have had with this HD purchase. She finally agreed to allow the SKY engineer to install the HD box but she would have to cancel the install now, refund my money and then take the money from me again (OK if thats what it takes) the multi-room would have to be re-booked with special heights team who would not be available for 2 to 3 weeks she would call me back with a date and a job number for the SKY engineer. SHE DID NOT
The SKY engineer (who I must say was very helpful) installed my HD box and tried to pair the card, he said it could some times take as long as 4 hours for it to work.
At 23.00 I called SKY yet again to be told that they could not get my viewing card to work due to errors on the computer screen (where have we heard that before) and that it could take up to 4 days to get it fixed and until it was I would be unable to view any movie channel of any SKY HD channel.
So Miss ?????? sorry for the length of this email but I have just about reached the end with SKY and this HD fiasco.
What I would like you to do for me is as follows:
1. Have someone get it touch with me to arrange a date to have my muti-room installed with the special heights team who will also replace the old cables from my dish to my new (but as yet unusable in HD) HD box.
2. Have someone fix the problem with my viewing card so that I can view any of my 6 mixes and movie channels (which I am paying £37 a month for but can not use at this time) and also view HD in my new HD box (which I am paying £10 month for but can not use at this time)
3. Refund my account for:
a. The amount of time I have been able to use my 6 mixes and movie channels
b. The amount of time I have been able to view HD in my new HD box
c. For the amount of time I have used the SKY 08702 40 40 40 number (which is now in hours not minutes for this HD fiasco) I would like some form of compensation as I can not see how any of this has been my fault and why should I have to pay out my money and wait in all day in my house (Twice) because of problems which have been caused (in my opinion) by SKY
d. This last one I have taken some time to think about. If you can not help me a least sort out item 3A and 3B within 28 days I would like you to cancel my complete SKY package that is everything, all TV including HD, multi-room everything and refund me my £199 for my HD box which you can come and collect. I realise I can not cancel my SKY broadband as I have only just started my contact, but at the end of 12 months I can assure you it to will be cancelled. Please please please do not take this a some sort of threat, it is not meant like that but I am just so feed up and ******ed off with your firm that at this time I want nothing else to do with it. (which is sad because up until this I have always recommended SKY to my friends and I have been with SKY since the early 1990s)
Yours truly,
Well folks thats were I stand with SKY at the moment (as I said to the SKY lady sorry for the length of this post) if any one would care to comment on this or give me any other advise please fell free and once again thanks to Magoo1