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complaint to sky

Hey guys, here is a recent complaint letter I sent to Sky.





Dear Sir/Madam,

I am writing to complain at my recent bad experience with Sky's
customer service department.
My itnernet was installed on Friday the 15th July (the engineer that
came was meant to come between 1pm and 6pm, I was very shocked when he
turned up at 8.50am) and was working up untill 11am on the next day
16th of July.
This proved a problem in itself as I then was without the internet to
reply to a job questionnaire (the closing date of which was the 17th
of July) which I had to go to an internet cafe and pay extra for the
internet usage when I should have had it in my house for free. I was
also unable to take advantage of eBays free listing weekend.
This may seem small problems to yourself but the real problem came
when I was told on Sunday an engineer would be at my home between 12pm
and 5pm on Monday, which I had to take a days unpaid leave or risk
incurring a £99 charge from yourselfs. I waited in all day, unpaid
from work and no one came to the house despite being told someone
would be there by 5pm (check the call on sunday and the girl i spoke
to said it would be between 12 and 5pm). I also incurred £15 charges
on my mobile phone ringing your 084 number which I would expect some
compensation for, as I was told that I would be called back by 1 of
your agents and didn't get a call, meaning I had to call back for 40+
minutes on my mobile.
Please get back to me with what you are going to do about this promtly
please. Thanks, Isaac.



After this I then had to take anoter moring off work for an engineer to visit in the morning, costing me total of £75 (plus possible commision) of unpaid work, my mobile phone charges to a premium rate number, and the cost of using starbucks wifi....

I have had a respnonse saying that they can offer me 1 months free broadband (£5), and compensation for my phonecalls if i send them my bill. to me this seems a bit weak as al the trouble i havehad to go through for just a £5 reduction and my call charges which i shouldnt have had to pay in the first place as it wasn't my fault the internet was down and i was told i'd get a callback. and i had to take unpaid leave from work!!

Does anyone have any tips or guidance on what I should do next to get more out of Sky or am I just being greedy?
 
Unfortunately almost everybody will at some point suffer annoyances with service personnel and your chances of being able to claim back are very limited. That doesn't mean to say that Sky's failure to keep their appointment isn't a serious issue, it's just that consumers simply don't have much recourse beyond complaining.

I assume you were having a new line fitted/activated as otherwise an engineer wouldn't be needed, except perhaps for setting up the unrelated Sky Satellite TV service (you don't really need one for that either). If so then the engineer would have actually been BTOpenreach's responsibility and not Sky's, which adds a little further confusion into the mix (BT own the underlying telecoms infrastructure).
 
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