Appalling service from SKYTV

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Cyris

121 posts

Master Geek

#90915 3-Oct-2011 11:30

I had the worst first experience with SKYTV anyone could ever have, not only that. I had paid in full the $99 installation fee, so I would expect at least some respect.

I ordered Sky more than a week in advance so I wouldn't have any problems, I specifically chose 8-12 on the website for installation because I had plans the rest of the day. Day of installation was on the 1st.

After 12 I gave sky a call to find out what's happening, first of all the first lady I spoke to was rude, just cut me off and put me through to the other department before I could even finish my sentence . The other department said they don't know and would contact the technician to contact me to tell me when he is coming. So I had to cancel some of my plans to wait even further, I proceeded to give them my details to verify my Number so he can call me. I also proceeded to pay the full amount $166.66 via credit card over the phone so their was no problems with that.

However 3pm came and still no contact, had to cancell all my plans for the rest of the day. Phoned again got cut off about 4 times, eventually got through they told me again, They are not sure what's happening, I would have to hold the line while they tried to contact the technician again and said he should be there by 5, so I waited again. At this stage I was fuming.

5PM came along and nothing, I called again and the next person I was spoke to on the phone was not helpful at all, he told us that the technicians only work till 4pm and he was seriously rude with us, you could clearly hear he just wanted us off the phone.

Eventually at 6pm the technician pitched up 6 hours late, he was nice though, I'll give them that. But we found out who ever put our order through got both mine and my partners numbers wrong, unacceptable. The technician explained to us one of the guys hurt themselves so they were short staffed, that's totally understandable IF they told us.

But we were not informed about anything, the staff failed to communicate with the technician as he didn't even know I had already paid, They did not give him my number to actually call me. It was appalling service and as far as I'm concerned I did not pay a $99 installation fee to waste my entire Saturday like that.

@SKYNZ on Twitter saw my Tweets, but did not even mention anything about it. I just got ignored.

Thank You

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1961 posts

Uber Geek

#528462 3-Oct-2011 11:54

Cyris: I had the worst first experience with SKYTV anyone could ever have, not only that. I had paid in full the $99 installation fee, so I would expect at least some respect.

How come you paid $99 installation when their website is offering free install plus Sky Sport free til the end of the RWC?

Cyris

121 posts

Master Geek

#528465 3-Oct-2011 11:58

B1GGLZ:
Cyris: I had the worst first experience with SKYTV anyone could ever have, not only that. I had paid in full the $99 installation fee, so I would expect at least some respect.

How come you paid $99 installation when their website is offering free install plus Sky Sport free til the end of the RWC?

Apparently you have to pay the $99 installation Fee when you get the MySki HDi+ box. That's what I was told by them.

B1GGLZ

1961 posts

Uber Geek

#528470 3-Oct-2011 12:11

Cyris:

Apparently you have to pay the $99 installation Fee when you get the MySki HDi+ box. That's what I was told by them.

Sorry. You didn't say you got MySky+.
They refer to that as a "Joining Fee" not "installation".
No difference IMO.

Cyris

121 posts

Master Geek

#528474 3-Oct-2011 12:22

B1GGLZ:
Cyris:

Apparently you have to pay the $99 installation Fee when you get the MySki HDi+ box. That's what I was told by them.

Sorry. You didn't say you got MySky+.
They refer to that as a "Joining Fee" not "installation".
No difference IMO.

This is what I got in the email, It is indeed an "Installation Fee"

clevedon

1059 posts

Uber Geek

#528475 3-Oct-2011 12:23

Cyris:Apparently you have to pay the $99 installation Fee when you get the MySki HDi+ box. That's what I was told by them.

http://www.harveynorman.co.nz/deals-and-events/my-sky

And you don't have to buy anything either, my folks got their MySky+ with this.

vinnieg

2260 posts

Uber Geek

Trusted

#528516 3-Oct-2011 13:45

Cyris:
B1GGLZ:
Cyris:

Apparently you have to pay the $99 installation Fee when you get the MySki HDi+ box. That's what I was told by them.

Sorry. You didn't say you got MySky+.
They refer to that as a "Joining Fee" not "installation".
No difference IMO.

This is what I got in the email, It is indeed an "Installation Fee"

Ouch.

I just had MySky+ installed last week

$25 joining fee, $0 install fee

You are paying the half price a month deal for $33 too?

I have moved across the ditch. Now residing in Melbourne as a VOIP/Video Technical Trainer/Engineer.

Cyris

121 posts

Master Geek

#528521 3-Oct-2011 13:59

Ouch.

I just had MySky+ installed last week

$25 joining fee, $0 install fee

You are paying the half price a month deal for $33 too?

No, I was not aware of all these "Deals" going on.

I got quoted by SKY that I will be paying $166.66 for install and month in advance, and there after $67.65 a month. =( I feel even more ripped off now. $67. $67.65

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CYaBro

4583 posts

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ID Verified

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#528557 3-Oct-2011 15:00

I just had the half price MySky HDi + deal installed last week too.
I also had a bad experience.
When I rang the first time and ordered the install they said that a tech would be in contact within 48 hours and would call the night before the day they want to come and install.
I heard nothing for over a week so called Sky back myself and they said a tech was scheduled to come out the next day. I checked with them to confirm that the tech would call that night to arrange a time and they said that yes they would.
I never got a call from the tech that night so went to work as usual the next day.
I then got a call from the tech at 11am saying that he was coming out that afternoon and I said that was no good as I couldn't get the time off work now as it was too late in the day already.
The tech then asked if Saturday would be better and I said yes.
Saturday came and went with no sign or call from the tech. Eventually on Tuesday I called Sky again and they said that a tech was scheduled to come and install tomorrow (Wednesday.) So I get a bit mad now and thell them about the poor communication and they just say nothing, almost like 'too bad so sad for you'
The tech did call that night and arranged a time and did actually show up on time but then tells me that it is an upgrade only, so basically all he would do is swap with an existing STB - no cabling or anything - This was the first time I was hearing this.
Now we don't have Sky but we have had it in the past but all they asked when I ordered was if there was an existing Sky satellite dish on the roof.
The TV has since been moved to a new location where there is no RG6 feed.
So I had to make up my own cable and run it across the floor for the tech to connect to the new STB so that he could configure it.
Not too impressed...

Opinions are my own and not the views of my employer.

Cyris

121 posts

Master Geek

#528565 3-Oct-2011 15:28

CYaBro:Not too impressed...

It's absolutely ridiculous ay? Why are we paying so much money to get messed around with really bad service.

l43a2

1779 posts

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#528569 3-Oct-2011 15:33

the joys of being the only paytv provider, they can treat you like crap :), mind you last time i spoke to sky i had really good service, i explained the problems i was having with signal on a skybox and they booked a tech to visit my house, he came on time fixed the issue an left. Happy Customer.. like any company its about who you get on the line and who your local techs are...

mattwnz

20141 posts

Uber Geek

#528587 3-Oct-2011 16:00

Cyris:
CYaBro:Not too impressed...

It's absolutely ridiculous ay? Why are we paying so much money to get messed around with really bad service.

One word, monopoly. I remember when Air NZ used to be the only airline, and could get away with bad service and a crappy terminal in Wellingotn. Then Ansett came along with a flash new terminal, and Airnz were forced to lift their game and tart up their old wellington terminal.

polglase

266 posts

Ultimate Geek

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#528601 3-Oct-2011 16:20

I'm not sure if this needs to be a new thread, but I am also on the receiving end of SKY's appalling customer service and posting on it may ease my frustration or hopefully find someone with a solution.

I am trying to upgrade a mySKY HDi that I paid upfront for (no monthly rental) to the mySKY+

The ONLY difference is a larger HDD and they want to charge me $649 to upgrade.

This is also the price for someone who doesn't have mySKY at all.

This seems ridiculous to me and all I want is a simple explanation or a realistic upgrade price. A CSR originally quoted me $149 which they refuse to honour, probably a simple misunderstanding so no ill feeling towards the CSR, but very frustrating.

I've spent hours on the phone trying to resolve... first CSR, then team leader, then complaints department and now Elna Biggs, apparently the head of the department... still no explanation or reasonable cost.

The closest they come to an explanation is saying that we gave you a good deal on it three years ago so now we are going to rip you off to make up for it.

Unbelievable and surely behaviour only a monopoly could get away with...

EDIT: spelling

rugrat

3106 posts

Uber Geek

Lifetime subscriber

#528727 3-Oct-2011 21:14

Ask them to explain this, taken from another thread, looks like official response from sky on twitter,

https://mobile.twitter.com/#!/SKYNZ/status/83675125664325632

Myself and and i believe most other people here, paid around $150 for upgrade, that were in your situation.

mattwnz

20141 posts

Uber Geek

#528755 3-Oct-2011 22:15

polglase: I'm not sure if this needs to be a new thread, but I am also on the receiving end of SKY's appalling customer service and posting on it may ease my frustration or hopefully find?someone?with a solution.

I am trying to upgrade a mySKY HDi that I paid upfront for (no monthly rental) to the mySKY+

The ONLY difference is a larger HDD and they want to charge me $649 to upgrade.

This is also the price for someone who doesn't have mySKY at all.

This seems ridiculous to me and all I want is a simple explanation or a realistic upgrade price. A CSR originally quoted me $149 which they?refuse?to honour, probably a simple misunderstanding so no ill?feeling?towards the CSR, but very frustrating.

I've spent hours on the phone trying to resolve... first CSR, then team leader, then complaints department and now Elna Biggs,?apparently?the head of the department... still no explanation or reasonable cost.

The closest they come to an?explanation?is saying that we gave you a good deal on it three years ago so now we are going to rip you off to make up for it.

Unbelievable?and surely behaviour only a?monopoly?could get away with...

EDIT: spelling?

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.

polglase

266 posts

Ultimate Geek

Trusted

#528763 3-Oct-2011 22:43

rugrat: Ask them to explain this, taken from another thread, looks like official response from sky on twitter,

https://mobile.twitter.com/#!/SKYNZ/status/83675125664325632

Myself and and i believe most other people here, paid around $150 for upgrade, that were in your situation.

In their defence, they gave me that upgrade deal on the first mySKY, but I had two and they won't honour the same price on the second mySKY... they are complaining that I got a good deal when I paid upfront for it (instead of renting) some years ago so therefore they should be able to rip me off now...

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