Was due to get Sky HD yesterday. Engineer had phoned up the day before and left a message to confirm. He phones up at 9.30 saying he couldn't find me. I asked him where he was. He was in Liverpool. This might have been ok if I still lived there but I now live in London (where I've been for a year and a half). Weeks before, when receiving the letter confirming installation I'd noticed the wrong address on the letter and rung up Sky to let them know. I was told that they'd noticed the mistake and had sorted it out. To say I was livid was an understatement - I'd taken the day off work to wait in for them. I was straight onto Sky customer services. Rather than typing out a long rant about what happened, here it is in a nutshell. - it wasn't their "problem" that I'd had to take a day off work to wait in. - other than apologise there was nothing else they were going to do about it - they don't offer any compensation for them screwing up your appointment - they'd refund my money and put me through to sales to rebook an appointment. the refund would take up to a week but I'd have to pay for the new installation straight away - no, there was no Saturday appointment available, if I wanted a Saturday I'd have to take the next available weekday appointment (August 29th) and they'd email installations to get a Saturday (sometime in September) - and no, despite them failing to provide the service as promised there was nothing else they would do to help me - and the price had gone up to £359 - I'd have to pay for the £359 box and sort out a refund afterwards I told them to forget about it In the meanwhile, I was on the internet and found a retailer who'd let me have a box without installation (already have Sky+) - The Television Place in Middlesex and I could pick it up the same day - which is what I did. So I got Sky HD yesterday and yes, I am pleased with it. I wasn't about to throw out the baby with the bathwater and refuse to have it on principle. Sky Customer Services, on the other hand earnt my complete contempt. There lack of customer focus astonishes me and, like other people on here, goes to show that when you have a virtual monopoly on satellite services you can treat your customers just how you like and what are they going to do about it. Shame on them.