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Loyalty has now Rewards Thank you Sky. Thank you Plusworld. Further to my letter to you, which you detailed on your site entitled "Loyalty has no Rewards", I took your advice and highlighted my concerns to Sky customer services at the email address you kindly provided. If you recall, I was an early Sky Digital and early Sky+ customer. As an early subscriber, I inevitably paid for both receivers and also paid for installation. I also have a second subscription and have had the full World Package since the beginning. It costs me a cool £60.00 per month, not including my annual Premiership+ season ticket and the occasional box office. I sent the same letter that appeared on your site to Sky customer services as you suggested and a couple of days later I received the email response shown below. Sky have reduced my subscription by £10 per month. £10!! That's per month!! Let me say it again, £10 per month. To say that they have successfully managed my expectations is an understatement. Talk about a recovery for their customer services department. Excellent performance. That's a reduction of over 16% in my monthly subscription - that's £120 per year. I know you might think me a tad shallow by being easily bought by a reduction in subscription, but that was what my concern was all about. As a long time subscriber, I felt that I wasn't receiving my fair share of offers. Not only have they dealt with my concern, but they have also provided a recurring offer that delivers a real benefit, rather than the token one-off credit on my bill that I expected Good work Sky. More than keeps my business, I'll be an advocate for your customer service. Good work Plusworld. Your advice regarding method and approach for contacting Sky customer services with my concerns has paid dividends and was a resounding success. Spot on. Like I said, thank you Sky, thank you Plusworld. Rgds Danny Martorana From: E-Care To: dannymartorana@removedemailaddress.com Subject: RE: Complaint - Multi.. Date: Wed, 11 Jun 2003 14:25:57 +0100 Customer Care Enquiry Code E1106BXI Dear Danny Customer account number: As valued subscriber, I have arranged for your digital account to be included in the promotional discount offer whereby, the 10.00 (GBP) monthly subscription for Sky Plus is waived on your account. To arrange this for you I have had to alter our records and the reduced subscription has temporarily changed to the monthly rate of 15.00 (GBP) as this is the rate for new customers installing Sky Plus. However, I have credited your digital account the amount of 3.00 (GBP) to absorb the difference of the 12.00 (GBP) rate when your payment is due on 1 July. The reduced rate will be altered back to 12.00 (GBP) by the time your next subscription is due on 1 August, whereby the total monthly rate due will be 50.00 (GBP). All subsequent payments will be 50.00 (GBP) unless you make any changes to your current package. I trust my actions over this matter meet with your approval, and I take this opportunity to thank you for your continued support of the digital service. Should you require any further assistance, please do not hesitate to contact our email address. Kind regards Barbara Irwin Customer Care Department Editor says: Thanks for your e-mail Danny. Excellent result for you, and for Sky. There's a moral in your story Danny for all disgruntled Sky+ subscribers, if you're unhappy with your lot of Sky+ subs, then drop Sky customers services an e-mail at: skydigital@bskyb.com I consistently hear that Sky don't listen to its customers, but communication is a 2 way process and you need to contact Sky if you are unhappy about any aspect of their service. Congratulations to Sky on turning round an unhappy customer into an ambassador for your company and its services.