Sky cancelled their complaints email address and problems with my sky box

Question

After writing an email to the sky helpdesk it appears that that email is no longer in use, and the website has no email address to use for complaints only a postal address, how convenient sky.... lets fob off the customers yet again... and make them wait even longer to get a complaint resolved. I have had issues with my signal on various channels now for about 4 weeks I called this morning and after a very lengthy discussion with the operator it appears I have to have an engineers visit........  Ok but then Im told I have to pay for the priviledge of this visit, even though I pay a fee to sky every month.   I am told I own the equipment and I have to pay for a visit.  Lets squeeze yet more money out of our hard working strap cashed customers....  I advised the operator that this isn't acceptable If i pay a fee to sky and have done every month for the years ive had it i dont expect to have to pay an extortionate amount for an engineers visit. I have had to agree to the engineer visit and guess what ....... nothing until next sunday.. a whole week away..  a whole week of not being able to use a service properly that I pay a lot of money every month for.... diaboloical service and no offer of good will compensation in the meantime for a service that isnt working property and yet Im still expected to pay the full fee every month. This sky dish has been installed originally withouth my authorisation, by a tenant I had living here, who funnily enough worked for sky during his time here and had all this installed as part of his contract, i was neither asked or informed of this sky just goes aheads and installs it, i am told if he states he is the owner and not the tenant not skys responsiblility... Then when the engineer got here last june when i moved back in i pointed out all the shoddy workmanship and am told by the engineer nothing he can do about it and he wouldn't have put the dish there himself..... Anyway he reinstates the service for me, now a year a later i have problems accessing certain channels.. whereby i get no signal, i am advised the engineer will sort this in 7 days when he visits. i am completely disgusted and annoyed with skys lack of empathy or compassion towards their customers especially on this issue in all counts. If i dont receive a satisfactory response to this I am seeking further advise from the likes of trading standards.  

Answer 1

cheekymonkey71 wrote:
 I can't believe a company as big as sky doesnt have a complaints email address... i thought this would have been a q&a for sky queries obviously not... sky wanting it to look like everybody all happy with their service...  and in actual fact the sky dish is the problem of sky due to shoddy workmanship that ive pointed out and surprise surprise sky takes no responsibility for this...Sky no longer offer advice here as they did in the past i have no idea why that decison was made but it was(maybe its becuase the Sky staff that did help here had no access to customer accounts).It is not an attempt to make it look like everyone is happy and a simple browse of the forum will see that is clearly not the case (if Sky did want all to appear well they would delete every post that was a complaint). Sky have zero responsibility to fix the dish or its mountings after the initial 12 month warrant period expires(just like with everything else you own).If you require the dish repairing,replacing or repositioning then it is your financial responsibility to do so beit through a Sky engineer visit(£65 call out fee), via a local independent installer/technician or via Sky protect insurance which covers all your Sky equipment (£99 per year). Sky don't offer a publically available email address for complaints for one simple reason it would be used by customers trying to report service issues or to ask for assistance and would not be used for its intended purposes(for the vast majority of cases).