Appalling service from SKYTV

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polglase

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#528764 3-Oct-2011 22:46

mattwnz:

Thats the problem, you are only renting it, so you never own it. Due to you only renting it, I am not sure why they charge a fee when you first 'buy' it, that is comparable to what it costs if you were to buy a PVR. But if you ever cancel the service, you have to give it back to them, thusd losing that money you have spent. I can see you point though, you just want a unit with a bigger harddrive, and I think they should accommodate that with a slightly higher rental fee, rather than charging a whole new setup fee again.. But there isn't probably too much that you can do about it. If you are in a telstra cable area you could get one of telstras units. Or you could get a tivo, which you actually end up owning.

The only thing I think I can do is to complain and try and find someone at SKY who can see reason, however that is proving to be the impossible task...

I have a Tivo, but it won't record SKY channels and I'm not in the Telstra area... so I'm at the mercy of the monopoly provider.

rugrat

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#528775 3-Oct-2011 23:50

Have you got multiroom?

In that case yeah, second decoder either rent or lump some payment, if want second decoder to be mysky plus as well.

I had silver mysky paid upfront.
From memory paid $50 and got mysky hdi, got 3 months free multiroom and to keep silver one as multiroom one.

Then paid $149 got sky+ and allowed to swap silver one for hdi one, a good deal in my eyes.

If I wanted second decoder to be plus as well, either $20 a month rent, or lump some payment which I think is fair enough as I only paid for one to be rent free in first place.

mattwnz

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#528778 3-Oct-2011 23:58

polglase:
mattwnz:

Thats the problem, you are only renting it, so you never own it. Due to you only renting it, I am not sure why they charge a fee when you first 'buy' it, that is comparable to what it costs if you were to buy a PVR. But if you ever cancel the service, you have to give it back to them, thusd losing that money you have spent. I can see you point though, you just want a unit with a bigger harddrive, and I think they should accommodate that with a slightly higher rental fee, rather than charging a whole new setup fee again.. But there isn't probably too much that you can do about it. If you are in a telstra cable area you could get one of telstras units. Or you could get a tivo, which you actually end up owning.

The only thing I think I can do is to complain and try and find someone at SKY who can see reason, however that is proving to be the impossible task...

I have a Tivo, but it won't record SKY channels and I'm not in the Telstra area... so I'm at the mercy of the monopoly provider.

?

You can't add an external drive to a mysky, like you can on a tivo, can you? Or can you copy the videos off the mysky onto a computer to clear the myskys diskspace, like you can on a tivo? If you can do either of those you may not need to upgrade. I had read that someone had swapped out the harddrive in a mysky device, for a larger one, but I suspect that wouldn't be a good idea since sky own it.
Just wondering how much a my sky costs if you do actually have to buy it off them, eg if you damage it or it gets stolen and you have to pay sky for it.

polglase

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#528905 4-Oct-2011 11:05

rugrat: Have you got multiroom?

In that case yeah, second decoder either rent or lump some payment, if want second decoder to be mysky plus as well.

I had silver mysky paid upfront.
From memory paid $50 and got mysky hdi, got 3 months free multiroom and to keep silver one as multiroom one.

Then paid $149 got sky+ and allowed to swap silver one for hdi one, a good deal in my eyes.

If I wanted second decoder to be plus as well, either $20 a month rent, or lump some payment which I think is fair enough as I only paid for one to be rent free in first place.

Same as me, no argument that the $149 to upgrade the silver one is a good deal.

I'm just saying I did pay the $50 to keep the second decoder rent free, although I have Multiroom that I didn't have before so I am paying monthly. Which is why their offer was so good at the time to try and up sell customers to Multiroom.

No problem with any of that, good marketing, good prices and now they have me paying more per month for SKY than I did beforehand so good for them.

Back to the current situation, I have a mySKY HDi that I want to upgrade to mySKY+ and they want $650 for a bigger HDD... appalling.

And the only argument they give is that we gave you a good deal all those years ago and now we want to rip you off to make up for it... appalling.

Appalling seems to sum SKY up... if only we had a choice.

polglase

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#528916 4-Oct-2011 11:12

mattwnz:

You can't add an external drive to a mysky, like you can on a tivo, can you? Or can you copy the videos off the mysky onto a computer to clear the myskys diskspace, like you can on a tivo? If you can do either of those you may not need to upgrade. I had read that someone had swapped out the harddrive in a mysky device, for a larger one, but I suspect that wouldn't be a good idea since sky own it.
Just wondering how much a my sky costs if you do actually have to buy it off them, eg if you damage it or it gets stolen and you have to pay sky for it.

No you can't add an external drive or copy data off, the hardware is capable of it but SKY won't let you do it. Otherwise they couldn't charge $650 to upgrade the internal drive.

I don't know what they charge for damaged or stolen units. From the Hardware I guess SKY pay around $2-300 for each unit when buying bulk. But as a monopoly they can charge customers whatever they want!!

Cyris

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#529108 4-Oct-2011 16:06

Problem Resolved.

I contacted SKY directly via their website, sent in a complaint form with everything that happened.

SKY just gave me a phone call now, and apologized for the inconvenience. Offered me my $99 installation fee back and one month free sky subscription.

Thank You SKY

New World

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robbyp

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#529118 4-Oct-2011 16:26

Cyris: Problem Resolved.

I contacted SKY directly via their website, sent in a complaint form with everything that happened.

SKY just gave me a phone call now, and apologized for the inconvenience. Offered me my $99 installation fee back and one month free sky subscription.

Thank You SKY

That is good to hear.

polglase

266 posts

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#529137 4-Oct-2011 17:01

Cyris: Problem Resolved.

I contacted SKY directly via their website, sent in a complaint form with everything that happened.

SKY just gave me a phone call now, and apologized for the inconvenience. Offered me my $99 installation fee back and one month free sky subscription.

Thank You SKY

Good to hear, I'm expecting a call back today from SKY, but so far haven't heard anything.

polglase

266 posts

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#531525 10-Oct-2011 14:27

polglase:
Cyris: Problem Resolved.

I contacted SKY directly via their website, sent in a complaint form with everything that happened.

SKY just gave me a phone call now, and apologized for the inconvenience. Offered me my $99 installation fee back and one month free sky subscription.

Thank You SKY

Good to hear, I'm expecting a call back today from SKY, but so far haven't heard anything.

Problem now also resolved

Got the callback today, a little later than promised, but they have seen reason and will upgrade the mySKY HDi to a mySKY+ for $149, a reasonable price I think.

They apologised for the customer service I had received and the length of time dealing with CSRs and will endeavour to improve things at their end.

I understand this is a special offer they have given me as a long-term customer so nice to get some recognition for that, although I think they should consider revising the standard price for all customers.

Bottom line, I feel they recovered well, and if they are genuine in their intention to improve the response from CSRs then I'm prepared to give them the benefit of the doubt.

Agree with Cyris, Thank You SKY.

Tiger1970

160 posts

Master Geek

#533430 14-Oct-2011 16:21

I had My Sky+ installed for free. Sky actually rung me offering this deal to me. They rung at night offered me this deal, The technician/installer then rung the next morning at about 8.30am saying he would be here at 9am. He showed up on time and it only took about 20 minutes to have it all up and running.

P.S i live in Wanganuil, It is a shame that the rest of NZ cant have the service that i received

polglase

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#533441 14-Oct-2011 16:49

Tiger1970: I had My Sky+ installed for free. Sky actually rung me offering this deal to me. They rung at night offered me this deal, The technician/installer then rung the next morning at about 8.30am saying he would be here at 9am. He showed up on time and it only took about 20 minutes to have it all up and running.

P.S i live in Wanganuil, It is a shame that the rest of NZ cant have the service that i received

Do you have to pay an additional monthly fee?

HP

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Tiger1970

160 posts

Master Geek

#533617 15-Oct-2011 10:24

Nope all i pay is for multiroom which is $25 plus my normal sky subscription fee which is basic plus the sports.

I dont have to pay any extra for 6 months. Thats the only reason why i got it

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