BSkyB Update 2

Just to keep you in the loop, my Sky box arrived yesterday morning!

It wasn’t a Sky engineer but Shaun from a firm called First Line Digital who are franchised by Sky, which probably accounts for his being pleasant, helpful and very efficient.

Anyway he set up the HD box and was about to show me the difference in the picture quality when viewing a programme in HD, only for him to find that I didn’t have an HD subscription set up!

As you will see in my first post on this subject I described how I made the decision to adjust my package to accommodate an HD subscription and in God’s name who would request an HD box without signing up for HD services anyway. He rang through to Sky and I got to speak to an advisor, the 6th person since this saga started and I confirmed I wanted HD.

The HD picture is different, sharp and clear but the brightness of the colour takes some getting used to; overall, though, the clarity alone makes it worth it. However, how much it’ll cost is another thing, having spoken to so many people and had so may different answers I’ve lost track of what they will decide I should be paying. I fear the battle is not yet over!

On a lighter note, Sky rang this morning for me to complete an automated customer satisfaction survey! Alas, there wasn’t an option for ROFL!

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BSkyB update

Alas the saga continues!

At 1.00pm I received a call from Sky asking me if I wanted to have my HD box earlier than Monday, I pointed out that I had expected to have it today so my answer to her question was in the affirmative. She said to give her 10 or 15 minutes and she’d ring me back.

One hour and 45 minutes later I was still waiting and wondering what was going on and had yet another visit been cancelled without telling me. I returned her call but the number she called from is not available to mere customers so I rang the main number and having gone through the number of options yet again I got an advisor, that’s fourth I’ve spoken to today.

I had to explain the whole sorry mess again and he said “I see your installation was cancelled. Why was that?” Poor bloke, it’s lucky I’m totally exhausted by the situation or he’d have got both barrels. He didn’t know who had rung but confirmed that the installation was still booked for Monday morning.

At least this bloke admitted that all their apologies for my inconvenience were meaningless and he put in a request for a credit of £40 credit to be applied to my account.

Watch this space!!!!!

BSkyB

On Tuesday my Sky+ box went wrong so I rang and booked a service call for Thursday afternoon. After a conversation with J it seemed more economical to adjust my package and upgrade to an HD box.

I rang back and they cancelled the service call, arranged the adjusted package and the installation of an HD box for this afternoon. I was a happy bunny ‘cos I’d have it for the weekend and be able to record the final of the US Open (always a night game and I can’t stay awake that late).

This morning I received a letter from Sky saying “Welcome back” and my account was £51 outstanding “please ring ….to arrange payment”. Very confused I rang Sky only to be told that I should ignore the letter but that the installation visit had been cancelled. I assured them that I had not cancelled but they couldn’t tell me why the visit had been cancelled or by whom!

I was tranferred to three different advisors and eventually I demanded to speak to a manager but despite being on the phone for almost an hour (a good proportion of which was me being put on hold) all I achieved was them repeating empty apologies that the visit had been cancelled but no explanation. Not only that they could not re-instate the visit and could only book a new call for Monday morning.

I’ve been a customer of Sky for many years but this doesn’t seem to matter to them. Oh yes, they will reimburse me for the days I haven’t had the Sky+ service but it seems to me that, as my son says, as long as they can screw you for as much money as possible, customer service comes a very poor second.

Another point is that had I not received the weird letter from Sky I would have been sitting here all afternoon waiting for them to arrive.

A letter to the CEO, Jeremy Darroch, is on it’s way but I won’t hold my breath!!!!