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28 posts

Geek

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# 109316 17-Sep-2012 19:38
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Had plenty of terrible customer service over the years but never actually felt compelled to rant about it. But here you go! (Beware, this is loooooong)

Called Sky on Friday (14th Sept 6:14pm) to advise of an X322 error on My Sky. I could not access any recordings nor record anything new. This also extended to any pause and rewind features.

Sky: "We will get one of our technicians to call you tomorrow morning to arrange a time"
Me: "Thanks, how early might they call from"
Sky: "Between 8am and 12pm"
Me: "Can you please put in the notes to call after 9am?" (it was a Saturday morning after all!)
Sky: "Sure, no worries"

Called again 12:20pm (15th Sept) to advise I had received no call from the technician. I had stayed home all morning waiting but nothing. I received an apology and that I would be put on standby for later on Saturday. If not I would receive a call Monday and I could arrange a time with the tech then.

Not ideal but good that it was being looked in to.

Monday morning. Technician calls 9:26am (yippe!) but I was in a meeting so listened the message once I was free. Said I needed to call him back with a time. Ok.

Call technician back at 10:22am, left him a voicemail to call me back so we could arrange of time.

Darn phone tag!

Call technician back at 3:18pm, he answered. After I explained who I was and asked what time suited the guy he flipped and said he'd already been to my houes at 10am and I wasn't there. He didn't have time to look into it anymore.
I pretty much said to the guy that I wasn't going to argue with him, he was off the job and I will call Sky back.

 Called Sky 3:24pm, got a lovely lady on the phone who was most apologetic, put through a complaint for me and advised she would get someone to call me as soon as poosible this afternoon.

4pm went home and waited.

5:15pm called again, got another guy. He apologised and advised someone would call me in the next 15-20 minutes.

6:51pm called again, got another guy. Instructed that he was contacting a technician as we speaked and would call me on my home phone immediately.

7:10pm the landline rings (yahoooo! this IS exciting because no one ever rings the landline!)
WHAT!!!!??? It was Farmers making sure I'd received my Farmers card and asked if I wanted protection on it.

I tried not to roll on the floor laughing. I'm mighty annoyed but that was really funny timing.

Why at 7:30pm am I still sitting here waiting? Should I just give up? Oh wait, I'm on the phone to them again with another apology (man these people on the phone are either really nice or very well trained).

Definitely time to give up :-(

*sigh*

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622 posts

Ultimate Geek


  # 687429 17-Sep-2012 21:10
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yeh can related to customer service centers in general

the techs are contracted .. well the sky one we got was
he wasnt a friendly guy and hardly talked when arrived
blabbed or moan about how the house was wired
etc

but he did call and set a time to visit and did show
at said time.. unlike so many trades people who never
show up on time


one call was about it not recording or missing shows

in the end... I figured its a Computer and as the tech joke goes
have you tried to power off for 3minutes and
turn back on..the woman on the help line didnt even suggest it

sure enough it did the trick in our case.. it reboots
and downloads the tv listings fresh

seems the memory is not like usb key drives and if you get
a power dip can mess it up

guess you tried the power off and on trick..??




28 posts

Geek

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  # 687539 18-Sep-2012 08:22
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Yeah, understand they are contractors, although they are representing another business so they need to step up their game!! *cough cough*

Tried the turn on/off trick... multiple times as every new CSR I spoke to asked me to do it again!

Another tech has been booked for this afternoon. I'm not holding out hope for a phone call though!

 
 
 
 


215 posts

Master Geek


  # 696391 4-Oct-2012 20:28
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How did this end up for you?

Personally Sky annoy me. I hate what they have done for TV in NZ... lol different subject though!



28 posts

Geek

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  # 696635 5-Oct-2012 10:25
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I got a call from a technician the following day. FINALLY! We arranged a time that suited us both and he came around promptly.

He spent a whole 90 seconds in my house, brought up the error, unplugged the unit, plugged a new one in, tested it and away he went.

Should not have taken as long as it did for a 2 minute visit!

Of course though, I moved house last weekend and Sky wasn't working the day I was advised it would but luckily after speaking to a CSR and punching in a few codes it was up an running again a day later.


215 posts

Master Geek


  # 696690 5-Oct-2012 11:27
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Ha that would frustrate me! At least its working for you again. The joys of being a monopoly eh?

3267 posts

Uber Geek

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  # 696912 5-Oct-2012 19:15
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Another rant. Upgraded to MySky+ after a cold call (6 months free, then $20 per month for 6 months, then can drop it if I want). Next invoice charge me for 3 movies a few months ago during the week on days we are too busy to watch movies. We have no phone line plugged in, ever, and we don't know the pin to book over the phone, and I know the remote does not accept booking as it knows it can't phone home. Sent an e-mail to their help desk explaining all this, got a reply that the bookings were pulled off the box when it got swapped out so we have booked them and are liable. However they will be nice to us and not charge us this time as we are good customers and our history shows we do not usually order 3 movies in the middle of 1 week. I.e. they will not admit someone made a mistake. We know for a fact they made a mistake. At least they are crediting us for the charges.

That said, I have to say even though we have much fewer channels than Foxtel (in AU), our channels are sufficient and the TV guide is well organized. Our channels are grouped appropriately and you can very easily find what you are looking for. The Foxtel guide is all over the place, e.g. news channels either side of documentary channels. Who wants to remember documentaries start at (say) 612? So Sky NZ is not that bad given the small population, perhaps just a bit arrogant being the only widely available pay TV service.




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