Impressed with Service from Sky (TV)
10 October 2011, 05:27 PM
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Impressed with Service from Sky (TV)
I recently wanted to upgrade my flakey Thomson HD box to the newer 1Tb HD version. I tried via Sales but didnt get too far as they wanted £200. Aadmittedly didnt try too hard after I read a thread on AV Forums suggesting to email Jeremy Darroch (Sky CEO). Which I did and within 6hrs got an email from their Executive Support Team trying to arrange a date to install me a new 1tb box for no charge.
Engineer turned up on Friday and after hearing some bad stories before didnt expect much. First thing he did was stick covers over his boots before walking into my home - if only all people working in your house were that considerate. Then tested the cabling from dish to box and signal was within spec but not brilliant so he decided to change my lnb. Whilst he was up on the ladder he said the dish was a little rusty so replaced that as well. Setup the new box making sure all premium channel types we working (movie, hd, sports, espn etc). Hooked it up all up my a/v amp and checked that still worked. After he was done he gave me his mobile number to call him direct if any issues within 1st month of installation.
Not sure if this is just the result of an email to the CEO but either way it was a refreshing change to have such professional and polite service. Before anyone asks yes I have emailed them outlining the great service. Was one of the chaps in a proper Sky Van rather than other cowboys Ive had before working on their behalf.
Simon
Engineer turned up on Friday and after hearing some bad stories before didnt expect much. First thing he did was stick covers over his boots before walking into my home - if only all people working in your house were that considerate. Then tested the cabling from dish to box and signal was within spec but not brilliant so he decided to change my lnb. Whilst he was up on the ladder he said the dish was a little rusty so replaced that as well. Setup the new box making sure all premium channel types we working (movie, hd, sports, espn etc). Hooked it up all up my a/v amp and checked that still worked. After he was done he gave me his mobile number to call him direct if any issues within 1st month of installation.
Not sure if this is just the result of an email to the CEO but either way it was a refreshing change to have such professional and polite service. Before anyone asks yes I have emailed them outlining the great service. Was one of the chaps in a proper Sky Van rather than other cowboys Ive had before working on their behalf.
Simon
10 October 2011, 05:42 PM
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Engineer turned up on Friday and after hearing some bad stories before didnt expect much. First thing he did was stick covers over his boots before walking into my home - if only all people working in your house were that considerate. Then tested the cabling from dish to box and signal was within spec but not brilliant so he decided to change my lnb. Whilst he was up on the ladder he said the dish was a little rusty so replaced that as well. Setup the new box making sure all premium channel types we working (movie, hd, sports, espn etc). Hooked it up all up my a/v amp and checked that still worked. After he was done he gave me his mobile number to call him direct if any issues within 1st month of installation.
The guy checked everything - found some dodgy connectors and loose bolts, sorted them all out and checked every channel, ran through the setup and made sure the amp was working properly.
(ditto with it being a proper Sky van as well)
10 October 2011, 08:35 PM
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lol all i got was the set it up yourself option 
Although the engineer last time did wear the bootees lol
however to Sky's credit, they did credit my account with £65 for the trouble
Mart
Although the engineer last time did wear the bootees lol
however to Sky's credit, they did credit my account with £65 for the trouble
Mart
10 October 2011, 08:41 PM
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Wait until something goes wrong and you need help 
It took 3 bookings for Sky even to show up, apparently they overbook appointments and rarely get round to all of them. Great when i'd taken two separate days off work to be at home!
It took 3 bookings for Sky even to show up, apparently they overbook appointments and rarely get round to all of them. Great when i'd taken two separate days off work to be at home!
10 October 2011, 08:53 PM
#5
Good to hear. Looks like they learnt from their previous customer service tactics -i.e offering everything to new customers but not to existing.
We had a Sky box long ago, it died (as they often do). Now we wanted to upgrade to Sky plus which would require a new box anyway. Sky+ at the time was free to new customers - no install or setup fee. But this was not available to existing customers (boo!).
They insisted on charging us the usual £65 call out fees, whilst we were still paying for a service we could not use due to the dead box. After a bit of bartering they agreed to give us the same deal as a new customer (free box, free install) AND replace the dead box to give us multiroom.
Well, what can I say? Sounded good. But, for whatever reason we were unable to do it there and then. Called back and would they do it? Nope. £65 or go and do one.
So we went and did one. Cancellations wern't interested. Well until we actually did cancel and went to virgin which gave us everything for free - including a free HD box (as opposed to sky's non-HD plus box)!
Well, Sky appeared interested two weeks after we cancelled where we were bombarded with calls and letters asking why and how they can win us back. Too late I'm afraid.
The bonus is if any of our Virgin boxes dies (or internet) we call up them up and they'll credit it us with for the duration we are without service - Sky never even offered this to us - happily charging for a service that can't be used. Hopefully this is not the case now.
We had a Sky box long ago, it died (as they often do). Now we wanted to upgrade to Sky plus which would require a new box anyway. Sky+ at the time was free to new customers - no install or setup fee. But this was not available to existing customers (boo!).
They insisted on charging us the usual £65 call out fees, whilst we were still paying for a service we could not use due to the dead box. After a bit of bartering they agreed to give us the same deal as a new customer (free box, free install) AND replace the dead box to give us multiroom.
Well, what can I say? Sounded good. But, for whatever reason we were unable to do it there and then. Called back and would they do it? Nope. £65 or go and do one.
So we went and did one. Cancellations wern't interested. Well until we actually did cancel and went to virgin which gave us everything for free - including a free HD box (as opposed to sky's non-HD plus box)!
Well, Sky appeared interested two weeks after we cancelled where we were bombarded with calls and letters asking why and how they can win us back. Too late I'm afraid.
The bonus is if any of our Virgin boxes dies (or internet) we call up them up and they'll credit it us with for the duration we are without service - Sky never even offered this to us - happily charging for a service that can't be used. Hopefully this is not the case now.
10 October 2011, 08:54 PM
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Mr Sky van turns up, booties in hand. Walks around the house and comes back. He then sucks through his teeth and said he can't do it as it's against health and safety.
Apparently I needed another 'specialist' team because my dish was inboard on the roof and his ladders won't reach.
A week later and independent came out, no mention of the ladder issue yet his ladders were identical. Climbed up easily, did the job on the roof, came inside with booties, did what was necessary and left.
Apparently I needed another 'specialist' team because my dish was inboard on the roof and his ladders won't reach.
A week later and independent came out, no mention of the ladder issue yet his ladders were identical. Climbed up easily, did the job on the roof, came inside with booties, did what was necessary and left.
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10 October 2011, 09:38 PM
#8
Sky engineer came in... went up stairs nobbed the misses and left....
That didn't happen I just wanted to write it!!!!
Our first installer came in a carpet van!!!! was ok and did the job...
Second guy was a Sky man, swapped the dish, left loads of wire so we could extend if needed & left his mobile number for the first month..
I can't knock sky to be fair. Our modem blew up and I expexted to pay a fortune for a new one - only Sky ones work with sky. £20 and it was here in 2days !!!
That didn't happen I just wanted to write it!!!!
Our first installer came in a carpet van!!!! was ok and did the job...
Second guy was a Sky man, swapped the dish, left loads of wire so we could extend if needed & left his mobile number for the first month..
I can't knock sky to be fair. Our modem blew up and I expexted to pay a fortune for a new one - only Sky ones work with sky. £20 and it was here in 2days !!!
11 October 2011, 02:13 PM
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Yes Les. Depends on which box you actually have currently but mine was the old massive Thomson HD box - 120gb I think. This one is a lot smaller, lot quieter, looks better (graphite gloss finish) and of course has larger hdd. 1.5tb (500gb allocated to Anytime). Everything in the menu seems a lot faster ie navigation and controls like rew & ff. See how long it lasts. My old one needed a reboot every few days although typical that once Id sorted the upgrade it had been totally fine for last 2.5 weeks.
Simon
Simon
12 October 2011, 02:55 PM
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Thanks for the info, yes mine will be an older one I'm sure, I think it is the Amstrad version but i am not sure.
They are saying £49 for an existing HD+ upgrade plus £10.35 a month extra. What is that extra charge for if you are already paying the HD charge I wonder...they dont explain that.
Les
They are saying £49 for an existing HD+ upgrade plus £10.35 a month extra. What is that extra charge for if you are already paying the HD charge I wonder...they dont explain that.
Les
12 October 2011, 04:10 PM
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As an ex sky contractor and now someone who runs their own business doing tv aerials and sky stuff I can enlighten you as to what goes on in the world of sky installations.
Sky Employed installers are on salary, not piecework, their work is HEAVY quality checked but their health and safety rules are beyond rediculous. Each engineer must drill into the brickwork and fit an eyebolt to secure the ladders to, even if theyre only 6 foot off the ground (saw someone do this last week). A harness, hi-viz and hardhat are also requirements. You cant go in lofts, on the roof or past the gutter line and cant use any existing cabling/sockets. The engineers give their own number out for 2 reasons. 1, to reduce calls to sky direct, and 2 to avoid a mistake being reported. Each engineer is given a timescale to do the installation so if this cannot be done its rebooked for a "special" team, aka a contractor.
Contractors are paid per job. Their jobs are usually strung far and wide compared to the Sky installers. I saw a guy last week who lived 60 miles from where he was (Skegness to Grantham). He had 8 jobs to do, it was midday and he had 5 left, with the best part of 100 miles travelling to do. Contractors are also quality checked but have their own health and safety rules so can do what most Sky fitters cant. Problem is, because they get paid per job their quality of workmanship is often below par if they have a huge workload to get through. Contractors usually have a high staff turnover so lads come in, do 8 jobs a day for a few months for 6 days a week then get fed up and leave.
There are a few who know what customer service is and take pride in their work, but theyre usually looked down on if theyre a contractor as they take less work so they can do it properly, then all the lads that are doing 8 jobs a day are raking it in and keeping the boss happy.
Been there, seen it all, know all the horror stories etc
Luckily, I got out a long time ago, set up my own business and can give customers the attention they deserve. I get a lot of work from recommendations and that means a lot these days.
Sky Employed installers are on salary, not piecework, their work is HEAVY quality checked but their health and safety rules are beyond rediculous. Each engineer must drill into the brickwork and fit an eyebolt to secure the ladders to, even if theyre only 6 foot off the ground (saw someone do this last week). A harness, hi-viz and hardhat are also requirements. You cant go in lofts, on the roof or past the gutter line and cant use any existing cabling/sockets. The engineers give their own number out for 2 reasons. 1, to reduce calls to sky direct, and 2 to avoid a mistake being reported. Each engineer is given a timescale to do the installation so if this cannot be done its rebooked for a "special" team, aka a contractor.
Contractors are paid per job. Their jobs are usually strung far and wide compared to the Sky installers. I saw a guy last week who lived 60 miles from where he was (Skegness to Grantham). He had 8 jobs to do, it was midday and he had 5 left, with the best part of 100 miles travelling to do. Contractors are also quality checked but have their own health and safety rules so can do what most Sky fitters cant. Problem is, because they get paid per job their quality of workmanship is often below par if they have a huge workload to get through. Contractors usually have a high staff turnover so lads come in, do 8 jobs a day for a few months for 6 days a week then get fed up and leave.
There are a few who know what customer service is and take pride in their work, but theyre usually looked down on if theyre a contractor as they take less work so they can do it properly, then all the lads that are doing 8 jobs a day are raking it in and keeping the boss happy.
Been there, seen it all, know all the horror stories etc
Luckily, I got out a long time ago, set up my own business and can give customers the attention they deserve. I get a lot of work from recommendations and that means a lot these days.
12 October 2011, 04:39 PM
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13 October 2011, 10:51 AM
#18
If I as an existing SKY+HD customer upgrade to the 1Tb box, is there any reason why I can't do the install myself?
Are the new 1Tb boxes any more reliable or indeed faster?
The existing box I have is a Samsung box I believe - its very very slow when using the planner.
It also regularly hangs now and needs "rebooted"
13 October 2011, 12:20 PM
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OK then - you'll know this answer.
If I as an existing SKY+HD customer upgrade to the 1Tb box, is there any reason why I can't do the install myself?
Are the new 1Tb boxes any more reliable or indeed faster?
The existing box I have is a Samsung box I believe - its very very slow when using the planner.
It also regularly hangs now and needs "rebooted"
If I as an existing SKY+HD customer upgrade to the 1Tb box, is there any reason why I can't do the install myself?
Are the new 1Tb boxes any more reliable or indeed faster?
The existing box I have is a Samsung box I believe - its very very slow when using the planner.
It also regularly hangs now and needs "rebooted"
Even though it is just plug and play.
13 October 2011, 01:07 PM
#21
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OK then - you'll know this answer.
If I as an existing SKY+HD customer upgrade to the 1Tb box, is there any reason why I can't do the install myself?
Are the new 1Tb boxes any more reliable or indeed faster?
The existing box I have is a Samsung box I believe - its very very slow when using the planner.
It also regularly hangs now and needs "rebooted"
If I as an existing SKY+HD customer upgrade to the 1Tb box, is there any reason why I can't do the install myself?
Are the new 1Tb boxes any more reliable or indeed faster?
The existing box I have is a Samsung box I believe - its very very slow when using the planner.
It also regularly hangs now and needs "rebooted"
Oh and they look cool as ****
13 October 2011, 01:28 PM
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Sky mailed me and told me to login to sky.com and book my free update to the 1tb HD box. So i did. Arranged install. Engineer came out all was done in about 10 mins.
All free of charge.
I spoke to sky on the phone asking them if I could keep my old HD box (i have multiroom and wanted to replace my other Sky+ box). Guy on the phone insisted that I give it to the engineer when it was replaced. Oh well, can't get everything you want.......
...until the engineer turns up and installs the new box.
Can I keep the old one? I ask
Yes, I have fookin hundreds, you're doing me a favour by keeping it.
All free of charge.
I spoke to sky on the phone asking them if I could keep my old HD box (i have multiroom and wanted to replace my other Sky+ box). Guy on the phone insisted that I give it to the engineer when it was replaced. Oh well, can't get everything you want.......
...until the engineer turns up and installs the new box.
Can I keep the old one? I ask
Yes, I have fookin hundreds, you're doing me a favour by keeping it.
13 October 2011, 01:39 PM
#23
Sky mailed me and told me to login to sky.com and book my free update to the 1tb HD box. So i did. Arranged install. Engineer came out all was done in about 10 mins.
All free of charge.
I spoke to sky on the phone asking them if I could keep my old HD box (i have multiroom and wanted to replace my other Sky+ box). Guy on the phone insisted that I give it to the engineer when it was replaced. Oh well, can't get everything you want.......
...until the engineer turns up and installs the new box.
Can I keep the old one? I ask
Yes, I have fookin hundreds, you're doing me a favour by keeping it.
All free of charge.
I spoke to sky on the phone asking them if I could keep my old HD box (i have multiroom and wanted to replace my other Sky+ box). Guy on the phone insisted that I give it to the engineer when it was replaced. Oh well, can't get everything you want.......
...until the engineer turns up and installs the new box.
Can I keep the old one? I ask
Yes, I have fookin hundreds, you're doing me a favour by keeping it.
14 October 2011, 12:08 PM
#24
I recently wanted to upgrade my flakey Thomson HD box to the newer 1Tb HD version. I tried via Sales but didnt get too far as they wanted £200. Aadmittedly didnt try too hard after I read a thread on AV Forums suggesting to email Jeremy Darroch (Sky CEO). Which I did and within 6hrs got an email from their Executive Support Team trying to arrange a date to install me a new 1tb box for no charge.
Engineer turned up on Friday and after hearing some bad stories before didnt expect much. First thing he did was stick covers over his boots before walking into my home - if only all people working in your house were that considerate. Then tested the cabling from dish to box and signal was within spec but not brilliant so he decided to change my lnb. Whilst he was up on the ladder he said the dish was a little rusty so replaced that as well. Setup the new box making sure all premium channel types we working (movie, hd, sports, espn etc). Hooked it up all up my a/v amp and checked that still worked. After he was done he gave me his mobile number to call him direct if any issues within 1st month of installation.
Not sure if this is just the result of an email to the CEO but either way it was a refreshing change to have such professional and polite service. Before anyone asks yes I have emailed them outlining the great service. Was one of the chaps in a proper Sky Van rather than other cowboys Ive had before working on their behalf.
Simon
Engineer turned up on Friday and after hearing some bad stories before didnt expect much. First thing he did was stick covers over his boots before walking into my home - if only all people working in your house were that considerate. Then tested the cabling from dish to box and signal was within spec but not brilliant so he decided to change my lnb. Whilst he was up on the ladder he said the dish was a little rusty so replaced that as well. Setup the new box making sure all premium channel types we working (movie, hd, sports, espn etc). Hooked it up all up my a/v amp and checked that still worked. After he was done he gave me his mobile number to call him direct if any issues within 1st month of installation.
Not sure if this is just the result of an email to the CEO but either way it was a refreshing change to have such professional and polite service. Before anyone asks yes I have emailed them outlining the great service. Was one of the chaps in a proper Sky Van rather than other cowboys Ive had before working on their behalf.
Simon
I now have a very similar story now too
I got a phone call refering to the email I sent.
I'm getting a new 1Tb HD box next week for a nominal fee
14 October 2011, 03:01 PM
#28
Scooby Regular
I'm not really seeing impressive service here. All I have read is that it has taken a paying customer to contact the CEO of a company to get hardware that will actually work properly with the SkyTV setup and then some engineer doing what is required of his job.
Too many seem to be impressed by getting what they are pretty much entitled to. Is this really an indication on how bad customer service by all companies has gotten?
Too many seem to be impressed by getting what they are pretty much entitled to. Is this really an indication on how bad customer service by all companies has gotten?
Last edited by Jamz3k; 14 October 2011 at 03:02 PM.
14 October 2011, 03:04 PM
#29
I'm not really seeing impressive service here. All I have read is that it has taken a paying customer to contact the CEO of a company to get hardware that will actually work properly with the SkyTV setup and then some engineer doing what is required of his job.
Too many seem to be impressed by getting what they are pretty much entitled to. Is this really an indication on how bad customer service by all companies has gotten?
Too many seem to be impressed by getting what they are pretty much entitled to. Is this really an indication on how bad customer service by all companies has gotten?
I just wanted a 1Tb box, but didn't want to pay £149 for it