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emails that users have sent us.
If you have any thoughts on Sky+ then
please contact us using the email link below.
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Loyalty has now Rewards
Thank you Sky. Thank 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.
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.
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
£10!! That's per month!! Let me say it again, £10
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.
Subject: RE: Complaint - Multi..
Date: Wed, 11 Jun 2003 14:25:57 +0100
Customer Care Enquiry Code
Customer account number:
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
Should you require any further assistance, please do not
hesitate to contact our email address.
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: email@example.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.
| A cold Day in EPG - part
Although Sky haven't fixed the problem I have found a way
around it which seems to work OK (well most of the time at least).
the picture freezes after pressing BackUp wait about 10 seconds or more then
press Sky, you'll then go back to the last channel watched but the Subtitles
should still be working.
Here's another problem (Don't know if it's
been covered before), I did a reminder for Emmerdale at 5:30pm on ITV2 on 9th
June, I also did a reminder for Grange Hill on CBBC at 6pm.
reminder came up for Emmerdale OK, BUT, at 5:59pm the reminder came up for
"Grange Hill" but it was saying it's a reminder for the Emmerdale I had just
watched, AND THERE WAS NO WAY OF GETTING RID OF IT, until 6:10 when the
reminder would have cancelled itself anyway.
Hill was Series Linked but not Emmerdale (that was a one off).
also noticed lately that I have had to turn the Subtitles ON and the Instant
Rewind OFF a couple of times after turning the Box on, this would be
understandable if it turned on to 998 but it didn't.
Editor Says: Glad you've got a workaround for the
subtitle problem. As far as your strange reminder problem is concerned - I must
admit to being one of those luddites who doesn't use Reminders, perhaps some of
our readers know of similar problems. Have you tried e-mailing
firstname.lastname@example.org to report the problem?
Sky+ Results after "Trials & Tribulations"
I sympathise with
the chap who had so many problems
getting a replacement guide. However I ordered Sky+ last week and wondered
what documentation was available online while I waited for delivery.
took Google less than 5 seconds to find it at
Editor Says: Thanks for
your e-mail Laurie. "That Chap" was me, by the way.
Things have moved on a little
from when that article was written. For one Sky have taken on board, the
suggestions of Plusworld and other Sky+ owners, that their customer support
wasn't as good as it should be.
At the time of writing the
Trials & Tribulations article there was no online resources, but now
thankfully as you have noticed there is beginning to be a push to get more and
more online. With our campaigning hat on, Plusworld has also campaigned for
letters to be sent to customers after software updates are implemented, and for
addendums to Sky+ User Manuals. Both actions which Sky have now undertaken.
From small acorns...
| Capital Problem
The Audio is jumping on CH863. This
is not happening on my previous sky box but around every 6 minutes on my Sky+
box [New Version] the audio tracking keeps jumping[cutting out].
|It is not doing this on any other station except 863 Capital Gold on
EPG Software version sky+ 1.24.i1
Neil, I know that you have subsequently
contacted Sky technical services, who were unable to give you a resolution.
Does anyone else have a similar problem with the audio cutting out? I did hear
of some problems on the movie channels recently, but not channel
Offer on Sky+
I was contacted by Sky last Sunday with a 'special
offer' of free installation of Sky + and a box for only £149. Previous
offers had failed to hook me (I've been a Sky Digital subscriber with Sky World
for 3 years) because they were too expensive.
After a few minutes
conversation with the telephone sales chap, it transpired that the offer was
for an additional subscription at £15 per month (on top of the £10
per month Sky + subscription).
I was definite about only wanting Sky +,
so he offered the box at £149 with a discounted installation charge of
£25. This was more like the offer I had been waiting for so I agreed to
sign up. The sales chap read me my rights (terms and conditions - 12 months tie
in with 30 days grace to cancel, etc.). Unfortunately the sales person had to
keep putting me on hold while getting apparently getting his computer to work.
After waiting for 4-5 minutes I had to quit in order to go out for the day.
The following day I telephoned one of Sky's published sales numbers and
tried to follow up my order. The person I spoke to at the call centre didn't
know anything about the offer but he said he would find out and phone back.
2 hours later I called again and spoke to a very helpful rep who told
me it was probably a reconditioned box. This was news to me! However, I still
signed up for installation at £174 in total. It occurred to me afterwards
that, had I completed the transaction the day before, I would have signed up to
a reconditioned box without knowing.
If this is a sales tactic from Sky
it is unfair. I think that they should make it clear to customers from the
outset that this a second-hand equipment offer.
Best regards Chris
Editor Says: Something smells a little fishy here. It's one
thing to offer you a special deal, quite another to not tell you about a
reconditioned Sky+ box. Perhaps the first chap you spoke to would have told you
eventually. But it's a rather important aspect you'd expect to be told about up
| That's it for this edition of Have Your
Say - If you would like to get something off your chest, give a bit of
praise or let us know what you think about Sky+ then please do
drop us a line - we'd be
delighted to hear from you.
|To view the Previous Issues of Have Your Say click here