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Topic # 28565 4-Dec-2008 15:46
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[rant]
The CSR setup at Sky TV's call centre is really getting my panties in a bunch.  All I want is to get the six month's free MySky HDi given out when I bought my LCD HD iDTV from Harvey Norman.

The current fun...
* Buy TV from Harvey Norman
* Two weeks later, move into new house
* Normal Sky Digital installed the following week
* MySkyHDi coupon completed and sent in next day
* Wednesday the following week, my wife gets a cryptic phone-call from a CSR who doesn't say what's she's ringing about, says something about checking something with a supervisor and calling back.
* Saturday, no call yet so I call Sky to find out what the first call was about and am advised the CSR works Mon-Fri.  A message is left for her to call me.
* Monday afternoon, no call so I rering Sky and manage to talk to someone else.  Am advised that work order for digital installation has not been closed and MySky cannot proceed until this is done.  Am told they will ring me Tuesday afternoon.
* Thursday morning, I miss a call on my cell - no voicemail left.  My wife rings me and tells me Sky tried her, but she referred them back to me.  They promise to call me.
* Thursday afternoon, I ring Sky and a message is sent to the relevant team to call me.
* Currently waiting.

The real painful part about this for me is that we're apparently not allowed to know which team we're dealing with meaning that, every time I ring, I need to explain the whole saga (apparently they can't read the notes on our account).  Add to this the fact that phone calls apparently aren't allowed to be transferred - they have to send a message to the team asking them to call me.

W... T... F?  Why does it all have to be so secretive?
[/rant]

(So that's what my spleen looks like)





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  Reply # 182070 4-Dec-2008 17:08
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lugh:


W... T... F?  Why does it all have to be so secretive?


(So that's what my spleen looks like)



Because at the end of the day, it is only that .... a call centre. Now lets not forget, these places have a huge turnover of staff (almost twice the national average) and pay the poor buggers that work there in peanuts. It is the corporate equivalent of trying to appear responsible without having to be responsible and taking ownership.
 
Show me a good call centre and I will eat your panties!



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  Reply # 182094 4-Dec-2008 18:47
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Update:  10 minutes after the first post, I received a phone call from Sky (coincidence?).  No new news, was advised that they can't action my request as the Digital installation work order hadn't been closed.  I pointed out that I had been told this on Monday, to which I was told that they have no control over when branches close work orders.  They will call me back.  (at least I got an apology this time)
DaveB: Show me a good call centre and I will eat your panties!

By all accounts, the National Bank contact centre is very good.  Of course, i am biased.




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Reply # 182100 4-Dec-2008 19:24
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Heres my sky story.
I range sky, to get sky installed except I didn't want to get a new dish put on the roof; I just wanted to share the dish with the apartment downstairs (I got permission from the neighbour). So I ring sky and tell them I want the dish cable split (insert technical term here) and sky run into my place. First of, you can’t do that it’s not possible is the response. So I point out that sky does just that for multi-room. Then I was told could can’t do that because its your neighbours dish, and I said I have permission and asked ‘who owns the sky dishes?’ and the response was ‘sky’ – go figure. So I ended the conversation by saying oh well that’s a shame I can’t get sky now. Then that was met with no sir let me transfer you to someone with some brains that can sort you out. Why didn’t they just do that to start with rather than arguing with a potentially new customer?

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  Reply # 182117 4-Dec-2008 20:34
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Its electrically unwise to share a dish between 2 seperate installations because that is then connecting the grounds together. Sky are correct to refuse to put a splitter in and the costs of a MUD install are usually borne by the body corporate not sky.




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  Reply # 182177 5-Dec-2008 00:11
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They do it for multiroom so it can't be that bad. I contacted a 3rd party company that does freeview to get it wired in and they said no problem. However I am not a installation expert by any means - but from what I have been told it seems fine.

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  Reply # 182198 5-Dec-2008 08:22
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The Sky callcenter is not the most wonderful thing in the world.  Several months ago my wife called to to say that she couldn't get a PPV movie to play.  They wouldn't speak to her but only to me as my name was the one on the account..   She was pissed to say the least..




Regards,

Old3eyes




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Reply # 182296 5-Dec-2008 13:51
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Update 2: Seriously, what is going on??  My wife got a phone call from Sky this morning asking if we wanted MySky set up (ah, sure?).  On confirmation that this is in fact what we're after, the CSR then went, "oh, you have an open work order that needs to be closed first...".

This makes the third time this week that we've been told this (by three different CSRs)!  Here's a bizarre idea - talk to the branch and get the work order closed! Yell

/me putting this into blog as well, it;s just too ridiculous not to share further




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  Reply # 182404 5-Dec-2008 23:56
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DataCraft: They do it for multiroom so it can't be that bad. I contacted a 3rd party company that does freeview to get it wired in and they said no problem. However I am not a installation expert by any means - but from what I have been told it seems fine.


Multiroom has both installs powered by the same breaker panel so there is no issue with creating a potentially bad ground loop between the 2 installs. If you want to have the possibility of any minor nearby lighting strike taking out all your gear connected to the sky box because it has a seperate ground on its dish connection to everything else then by all means do it, but the electrical regulations about grounding are there for a very good reason.




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  Reply # 182450 6-Dec-2008 10:40
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With multi room on the way they've set me up, only one decoder powers the dish, if this decoder loses power etc then the other loses signal. If your neighbour uses same dish, who ever powered it would be able to control other persons access.

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  Reply # 182934 9-Dec-2008 10:28
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Why did you get digital installed first?  Why not simply go straight for the mysky?



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  Reply # 182936 9-Dec-2008 10:41
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NonprayingMantis: Why did you get digital installed first?  Why not simply go straight for the mysky?

Just a bit of bad timing.  We'd already booked the digital installation through a circuitous process (with problems of its own) andf we were also told that we needed to have an existing Sky account for the MySky redemption (in hindsight, obviously not correct).

The good news is that they rang last night and we're getting set up next Wednesday Laughing.




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