Sky TV's insane customer policy

Forums › Sky, Neon, Lightbox › Sky TV's insane customer policy

CdTDroiD

869 posts

Ultimate Geek

Trusted

#69508 9-Oct-2010 15:51

So we moved house 8 months ago and Sky has been working fine until the last 6 weeks... Looks like a skipping DVD or something, you know... like rain fade. But not cause its a mint day.

I ring again and say can you please come out and fix it because im sick of you telling me to just reset it. why should i have to reset my Sky decoder every time i want to watch TV?

They said sure we will send a technician out to fix the issue...

30 Minutes later the Sky customer services person rings me at home saying that they can come out and fix it but there will be a $49 charge regardless if it is fixed, not fixed, or even their fault only because i moved house 8 months ago.

(after being on hold for 32 minutes while the rep was talking to their manager, they never even picked the phone up again!)

Now why should i have to pay because of their crappy equipment? They couldn't even explain to me what the charge is for! just because i moved house. But apparently because a "Sky Technician" didnt install it at our new address (when i say install i mean plug it into the wall and plug in the aerial) that theres a $49 fee.

What a joke!

Get you s**t together Sky TV. If your going to charge a relocation fee charge it when someone moves not when it breaks 8 months later!

Who else is with me !! lol everybody set their Sky dish on fire !! hahahaha

Follow me on Twitter !
Get help with Android from a XDA Recognized Developer - Google+

1 | 2

1737 posts

Uber Geek

Trusted

#389910 9-Oct-2010 16:34

Can you be sure that the install at your current address was done by a Sky technician, and wasn't a do-it-yourself-job by someone?

If it was an original Sky install then I think they are being unreasonable and it shouldn't cost you anything (unless they find it has been tampered with).

BUT - if they don't have your address registered as ever having a dish installed and cable run (ie. it was done by a 3rd party), then I don't think it is unreasonable.

ZollyMonsta

3009 posts

Uber Geek

ID Verified

Trusted

#389915 9-Oct-2010 17:04

+1 for KeeWees response.

Check out my LPFM Radio Station at www.thecheese.co.nz - Now on iHeart Radio, TuneIn and Radio Garden

As per the usual std disclaimer.. "All thoughts typed here are my own."

CdTDroiD

869 posts

Ultimate Geek

Trusted

#389916 9-Oct-2010 17:06

Yea they told me it was done by their tech's before we moved in by the previous people. Nothing has been tampered with at all, the box is just old and needs replacing. Its not a matter of the money either i can afford $49 but why should i pay for them to fix their fault is all im saying.

We had issue with Telecom after we moved with our broadband but they came out fixed the problem and their was no charge at all, in fact they gave me months credit for my hassle. And im sure everyones had issues with telecom, but you cant just charge for something and not give a reason why, "because you moved house 8 months ago" isnt a reason lol.

AND - When we rang to say we moved in 8 months ago there was no issue of a fee. Why now?

Plus if i was ripping it off i wouldn't be ringing them to fix the problem

Follow me on Twitter !
Get help with Android from a XDA Recognized Developer - Google+

ascroft

396 posts

Ultimate Geek

#389939 9-Oct-2010 18:31

I thought you meant they had a policy for insane customers...............

common sense is not very common

kingjj

1728 posts

Uber Geek

ID Verified

Trusted

#389989 9-Oct-2010 21:32

ascroft: I thought you meant they had a policy for insane customers...............

Might be a bit of both...

CdTDroiD

869 posts

Ultimate Geek

Trusted

#389993 9-Oct-2010 21:52

kingjj:
ascroft: I thought you meant they had a policy for insane customers...............

Might be a bit of both...

lol they just about drove me crazy, my wife had to take the phone cause she thought i was going to have a heart attack hahaha

Follow me on Twitter !
Get help with Android from a XDA Recognized Developer - Google+

itxtme

2102 posts

Uber Geek

#390074 10-Oct-2010 09:20

I agree it is rubbish if the circumstances are what you advice. More to the point if resetting your decoder fixes your issue every time surely it points to being a decoder fault???

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

CdTDroiD

869 posts

Ultimate Geek

Trusted

#390076 10-Oct-2010 09:24

thats what i said, works for 5 mins then go back to normal.

Follow me on Twitter !
Get help with Android from a XDA Recognized Developer - Google+

jjnz1

1358 posts

Uber Geek

Lifetime subscriber

#390079 10-Oct-2010 09:30

CdTDroiD:
30 Minutes later the Sky customer services person rings me at home saying that they can come out and fix it but there will be a $49 charge regardless if it is fixed, not fixed, or even their fault only because i moved house 8 months ago.

The $49 will guarantee a fix. You probably forgot back then but sky would have said you can move yourself for free but if a problem occurs we will charge you $49 to make sure everything is certified by a technician. It has always been like this.

I don't think it is unreasonable either, look at it this way; some customer moves his own sky box to a different house, 3 weeks later because of dogdy wiring, his picture goes, who has to pay now? Obviously him.

Your situation is no different at first glance. How are sky to know that your installation is certified? It could be that you have bent to copper pin over when inserting it into the decoder, and that it has finally failed.

Although in your case, and because of the time it does sound like equipment failure, sky or any other company would have to follow the above protocol or money will be lost.

CdTDroiD

869 posts

Ultimate Geek

Trusted

#390093 10-Oct-2010 10:22

The $49 will guarantee a fix. You probably forgot back then but sky would have said you can move yourself for free but if a problem occurs we will charge you $49 to make sure everything is certified by a technician. It has always been like this.

I don't think it is unreasonable either, look at it this way; some customer moves his own sky box to a different house, 3 weeks later because of dogdy wiring, his picture goes, who has to pay now? Obviously him.

Your situation is no different at first glance. How are sky to know that your installation is certified? It could be that you have bent to copper pin over when inserting it into the decoder, and that it has finally failed.

Although in your case, and because of the time it does sound like equipment failure, sky or any other company would have to follow the above protocol or money will be lost.

They told us it was installed by their technician before we moved in! That's the problem they know it was installed by them, it wasn't 3 weeks later it was 8 months later. if they want to charge a moving fee charge it when you move not 8 months later when an issue irises. and if it was a guaranteed fix it wouldn't be as bad (still a bit out there) but they cant even say they will guarantee it will be fixed. If there was any dodgey wiring it was done by them not us, and if it was our fault fair enough a charge would apply but you cant tell your customers you are going to charge them whether its our fault or not.

Follow me on Twitter !
Get help with Android from a XDA Recognized Developer - Google+

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#390096 10-Oct-2010 10:30

CdTDroiD:
The $49 will guarantee a fix. You probably forgot back then but sky would have said you can move yourself for free but if a problem occurs we will charge you $49 to make sure everything is certified by a technician. It has always been like this.

I don't think it is unreasonable either, look at it this way; some customer moves his own sky box to a different house, 3 weeks later because of dogdy wiring, his picture goes, who has to pay now? Obviously him.

Your situation is no different at first glance. How are sky to know that your installation is certified? It could be that you have bent to copper pin over when inserting it into the decoder, and that it has finally failed.

Although in your case, and because of the time it does sound like equipment failure, sky or any other company would have to follow the above protocol or money will be lost.

They told us it was installed by their technician before we moved in! That's the problem they know it was installed by them, it wasn't 3 weeks later it was 8 months later. if they want to charge a moving fee charge it when you move not 8 months later when an issue irises. and if it was a guaranteed fix it wouldn't be as bad (still a bit out there) but they cant even say they will guarantee it will be fixed. If there was any dodgey wiring it was done by them not us, and if it was our fault fair enough a charge would apply but you cant tell your customers you are going to charge them whether its our fault or not.

It relaly makes no difference if it was done by them originally. A LNB can move or a dish can be damaged over time. If they had done the reinstallation then they would have measured signal levels etc to ensure that the setup was optimal.

While it sounds like a possible STB failure they have set procedures to follow.

I'm sure if you were in the same position with a PC repair you'd be taking the exact opposite opinion, would I be right in assuming that?

Linuxluver

5828 posts

Uber Geek

Trusted

Subscriber

#390098 10-Oct-2010 10:33

CdTDroiD:
They told us it was installed by their technician before we moved in! That's the problem they know it was installed by them, it wasn't 3 weeks later it was 8 months later. if they want to charge a moving fee charge it when you move not 8 months later when an issue irises. and if it was a guaranteed fix it wouldn't be as bad (still a bit out there) but they cant even say they will guarantee it will be fixed. If there was any dodgey wiring it was done by them not us, and if it was our fault fair enough a charge would apply but you cant tell your customers you are going to charge them whether its our fault or not.

If $49 was all that was between me and getting it fixed, I get just get it fixed. The upset you appear to be experiencing isn't worth $49 to me...and I wouldn't waste 2 mins on it.

If some part has worn out...then $49 is a fair price for someone to come out to my house, diagnose the problem...and fix it. If the decoder is found to be at fault, and I'm renting it from them, theywill probably replace it.

No matter how I look at it $49 is a cheap option that may provide years of good viewing.....

If I don't have the $49, then I'd get Freeview and dump Sky....yielding almost $1000 / year in freed-up expenditure - assuming you have Sky so you can watch rugby / sports.

I don't have Sky. I got a Freeview decoder 2.5 years ago for $249. I recently spent $217 on a new UHF antenna to improve reception at our new house. We shifted, too. So my TV has cost me $466 since November 2007. Sky's too expensive for me for what it offers.

I'm offering those thoughts because sometimes the solution is a radical re-look. $80/month for Sky would be where I;d start and stop. The $49 after that to keep it working wouldn't happen. :-)

_____________________________________________________________________

I've been on Geekzone over 16 years..... Time flies....

jjnz1

1358 posts

Uber Geek

Lifetime subscriber

#390099 10-Oct-2010 10:35

CdTDroiD:
The $49 will guarantee a fix. You probably forgot back then but sky would have said you can move yourself for free but if a problem occurs we will charge you $49 to make sure everything is certified by a technician. It has always been like this.

I don't think it is unreasonable either, look at it this way; some customer moves his own sky box to a different house, 3 weeks later because of dogdy wiring, his picture goes, who has to pay now? Obviously him.

Your situation is no different at first glance. How are sky to know that your installation is certified? It could be that you have bent to copper pin over when inserting it into the decoder, and that it has finally failed.

Although in your case, and because of the time it does sound like equipment failure, sky or any other company would have to follow the above protocol or money will be lost.

They told us it was installed by their technician before we moved in! That's the problem they know it was installed by them, it wasn't 3 weeks later it was 8 months later. if they want to charge a moving fee charge it when you move not 8 months later when an issue irises. and if it was a guaranteed fix it wouldn't be as bad (still a bit out there) but they cant even say they will guarantee it will be fixed. If there was any dodgey wiring it was done by them not us, and if it was our fault fair enough a charge would apply but you cant tell your customers you are going to charge them whether its our fault or not.

The whole system was not installed by them, you moved your decoder from another house if i understand it correctly. Therefore the whole installation is not certified.

Of course it will end up fixed, that's just stupid to think otherwise.

I know your passionate about this but it is in the terms and conditions of your (maybe verbal) contract with sky.
You move location, you pay, otherwise you don't get on-site support until you do.

Zeon

3916 posts

Uber Geek

Trusted

#390100 10-Oct-2010 10:38

They are doing free installs at the moment. Why not just cancel the service (and in the same phone call) re-order it again. Will make their jobs far harder but you get to lol @ them being put in their place...

Speedtest 2019-10-14

CdTDroiD

869 posts

Ultimate Geek

Trusted

#390113 10-Oct-2010 11:50

lol thats good i might do that, in regards to what i would do with my customer.. i would fix the problem and advise them if it was an issue they have caused and out of warranty there may be a charge.

im just over being pushed around by big companys. they hax a bad attitude from the start thats why im upset. $49 isnt a big deal.

i think i might do that free instal thing lol

Follow me on Twitter !
Get help with Android from a XDA Recognized Developer - Google+

1 | 2