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804 posts

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Topic # 100765 18-Apr-2012 16:11 Send private message

Thought I would share my somewhat strange experience with cancelling Sky.

It began last year in November when my wife and I decided that we no longer needed Sky and that we could put the money to better use. I called up Sky and enquired about how to cancel my account with them. At this point we were out of any contract period so that would not be a problem. I was informed that I had called outside of the cancellation teams hours. I was told that a message would be left with them to call me back.

All good I thought so I left it at that. I had completely forgot about that conversation when suddenly the Sky decoder stopped working. Then I started getting calls to remind me that I would need to return the decoder. I was told on the phone that the only way to do this would be via the courier bag that they would send me. So I had never actually confirmed that I wanted to cancel with them.

Ok I thought no problem, I wanted to cancel anyway. So I waited for the bag to turn up. While waiting for this I received calls describing the charges I would incur if I did not return the decoder. The next correspondence I received from Sky was a bill for the cost of the decoder. Strange I thought as I was waiting on the courier bag they were sending me. Which I had also asked about every time they called. 

The day after the bill came I received the return bag. I returned the decoder the next day at the post office. 

Then a couple of weeks after that I received a cheque from Sky for $25. All good I thought! It was a refund for a part month of Sky. 

Then I received a letter from Media Collections or whatever it's called. It must be the debt collection agency that Sky use. The letter outlined that I owed Sky $39.95 on an outstanding account. I have 7 days to pay. Given the order in which I seem to receive correspondence from Sky I expect I will be getting the actual final bill from Sky shortly.

I called the Media Collections company and got through on the second ring. I have paid the charge to avoid bad credit. I'm sure I probably owe it. The cheque Sky sent me should help cover that.

Just a totally random experience. 
Not a complaint, just sharing.

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804 posts

Ultimate Geek

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  Reply # 611240 18-Apr-2012 16:12 Send private message

I am sure you can return the decoder to the Sky office here in Christchurch. The person insisted that it was their job to drive around and collect them or provide a courier bag.

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  Reply # 611251 18-Apr-2012 16:23 Send private message

Have you written to Sky or talked to a Team Leader or Manager there to explain your experience? It shouldnt happen but I can understand how some times these things get lost in the process in a large organisation. Often these things are automated and not sited by people.
I always think its worth constructively pointing out what didnt work so they can improve things.



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  Reply # 611253 18-Apr-2012 16:26 Send private message

BuzzLightyear: Have you written to Sky or talked to a Team Leader or Manager there to explain your experience? It shouldnt happen but I can understand how some times these things get lost in the process in a large organisation. Often these things are automated and not sited by people.
I always think its worth constructively pointing out what didnt work so they can improve things.


Yeah I just put it down to a lack of communication between departments and left it at that. 

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  Reply # 611256 18-Apr-2012 16:37 Send private message

Same, they are useless! we had sky through vodafone - I asked vodafone should I cancel through Sky they said no they would talk care of it.

I got an email from Vodafone saying that sky would contact me to arrange to get the decoder back.

Weeks passed and the decoder was gathering dust in the garage and I got a call from Sky saying they were going to charge me for the decoder because they couldn't get hold of me - my numbers hadn't changed! and they had never called to get it back.

Quite simply they don't have a clue.

Just A Geek
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  Reply # 611269 18-Apr-2012 16:46 Send private message

When I cancelled multiroom _I_ had to return the Sky Decoder myself to a shop in Albany ( I think it was a picture framing business or something like that.. nothing to do with Sky). They had lots of sky decoders out the back... Sky wouldn't pick it up or send me a courier bag . (it was about 1-2 years ago)

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  Reply # 611283 18-Apr-2012 17:04 Send private message

LennonNZ: When I cancelled multiroom _I_ had to return the Sky Decoder myself to a shop in Albany ( I think it was a picture framing business or something like that.. nothing to do with Sky). They had lots of sky decoders out the back... Sky wouldn't pick it up or send me a courier bag . (it was about 1-2 years ago)


I did the same last month and I returned my multiroom decoder to their store in Mt Wellington.




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  Reply # 611297 18-Apr-2012 17:19 Send private message

when I cancelled multiroom last month they told me they only sent out courier bags for rural customers, and that customers in major centres had to return the boxes themselves.

BDFL
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  Reply # 611298 18-Apr-2012 17:22 Send private message

You think you have problems trying to cancel your Sky service? Think again, there are others with problems trying to cancel it too ;)








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Ultimate Geek

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  Reply # 611300 18-Apr-2012 17:25 Send private message

freitasm: You think you have problems trying to cancel your Sky service? Think again, there are others with problems trying to cancel it too ;)




Interesting read. Looks like big things are happening on the horizon though. We are already starting to see change with Quickflix coming along.

Baby Get Shaky!
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  Reply # 611338 18-Apr-2012 18:25 Send private message

LennonNZ: When I cancelled multiroom _I_ had to return the Sky Decoder myself to a shop in Albany ( I think it was a picture framing business or something like that.. nothing to do with Sky). They had lots of sky decoders out the back... Sky wouldn't pick it up or send me a courier bag . (it was about 1-2 years ago)


+1. We cancelled our multiroom on Sep 7 2010 after the first quake as the decoder got damaged in the quake and no longer worked. We had been planning to cancel it anyway so it seemed like the best option. Took it into their office in Chch (complete with bored security guard sitting in hallway outside) and got grilled by the returns lady who didn't believe me that the decoder got damaged in the quake. Thankfully I had a time stamped photo showing the wall mirror sticking out the top of the decoder.

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  Reply # 611369 18-Apr-2012 19:03 Send private message

Wow that seems weird. I cancelled 2 months ago as my flatmates were moving out and I was going to live by myself until I had renovated an found new flatmates. Basically after we cancelled we paid the outstanding amount until the end of the month and forgot about it. About 1 and half months later the sky stopped working. That was fine I had a good run but there was no way I was going to return the decoder myself.
I had no correspondence from them at all until a lady showed up about 6 o'clock one night from sky and picked up the decoder and gave me a receipt.
Not good correspondence but I was not inconvenienced at all.

Anyone know if there are any upcoming deals for when I reconnect? 

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  Reply # 611577 18-Apr-2012 22:52

The day I tried to quit Sky, I had similar experiences with the bills continuing to arrive and ended up calling to cancel another couple of times, before they finally got the message. I returned the decoder to Sky in Mt Wellington on the day I first called, so got no free watching at all!

When you think about it, it's not really in their interests to make it easy to quit. I'd say half the quitters would hang on until it gets cut off and if they received a new bill, they might just pay it and continue subscribing out of apathy. Maybe it's a planned strategy?

After I quit, they kept calling and offering me months of free Rialto and Sport if I came back. Then I got a letter asking what they could do to entice me back and then a survey asking what I didn't like...

I told them there never seemed to be enough new movies and the sound levels on all the kids channels were crazy, sometimes nearly silent programs with commercials loud to the point of ear bleeding. Did it get better once I quit?




don't mess with me.... i'm the hd insider....

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  Reply # 611578 18-Apr-2012 22:55 Send private message

They say breaking up with a service provider, can be as difficult as breaking up with a partner...lots of similarities sometimes.

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  Reply # 611663 19-Apr-2012 09:25 Send private message

I had a similar experience with Sky Customer service.

I was door knocked by Telstra offering me cheap internet, T-Box etc if I ditched Sky/Telecom. Rather than agreeing on the spot with Telstra I thought I'd ring Sky and see if they could offer me a better deal (reduced monthly fee or free HD ticket or something) seeing as I was a long serving customer.

So I rung Sky and asked if they had any offers for existing customers that had been approached by Telstra.  The Sky rep said she wasn't sure and that she'd get someone to call me.

Two weeks go by I get a message on my voicemail from Sky telling me they're going to disconnect my service in a couple of weeks (something I hadn't asked for at all).

So I ring Sky again and explain I don't want my service cut off I was just ringing to see if there was potential to sweeten my current deal to match Telstra.  The Sky rep understood my question and said she wasn't sure why a disconnection was loaded against my account if I hadn't requested it.  She said she'd get someone to ring me back.  

I wait a week and nobody calls so I ring Sky back and talk to yet another service rep who says my scheduled disconnection will occur within the next few days (WTF?!?!?!).  I ended up saying please don't disconnect me, I never requested disconnection and I left it at that.  I'm going to hold on to Sky until after the Olympics then I'm ditching it.

My experience with Sky customer service was one of the worst I've had.  Their communication is atrocious, it makes talking to Telecom customer service seem enjoyable.    

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