Twice "the fun" with Sky+
Well, since you
asked here's a follow up to the "Incredible Offer".
No problems with the
install - I finally got the install date I requested on the web order form.
However, there were a few hiccups. Firstly, I was charged £224 twice -
and had 2 refunds before the final £199 was charged to my credit card.
This was due to a dodgy web order form that accepted an order but gave me an
error, causing me to order it twice. Then, when I found out about the offer
from your website, I had to order it again.
The first bit of
advice from the Sky person in regard to my new card (see original mail below)
was incorrect according to the second (incredulous) person I spoke to on the
install day. This person realised that I had multiple orders on the system and
actually told me about the problem. I was naturally unaware. She firstly said,
- Im not sure whats going on here - and told me shell
investigate my order. True to her word, an hour later she rang me
back(!) and explained the whole situation and that
shed ensure my credit card would be refunded. Which
it was. Result.
digicard that was sent out is still in its
envelope. From the above experience, I think customer service is dependant on
who you speak to, as different staff have different
grasps on both sky procedures and general customer service - but when is that
The installer was
decent enough when asked to plum in the extra cable from the quad
thingie to a room of my choice as I already have a
second dish (freebie) to my second box.
Ok, now for my
actual thoughts on the system.
I love it. I can now see why you converts were
bitching about dual record. Before - I thought, what
the hell were they going on about? Why would you want to record more than one program?
Now, however I see the light. And since my other
half loves her cartoons - if they had a 24-7 Rugrats channel, shed buy it - I can program the
thing to record real television - all the programs that are on when Im
out, asleep and when she has control. And yes, it has changed what we watch -
we watch less by hour but more by choice.
Im not going
to pontificate too much or preach to the converted so my advice to people on
the fence - buy it.
Regards: Chris Wolfe
Editor Says: Good to see you finally get the goods and are
enjoying Sky+, it's just a shame you went through so much "pain" to get
& Cutting Out
Great idea in principle, worked fine at first.
However, I began experiencing problems when my sky+ box inexplicably left out a
large portion of all my recordings. There was a program I wanted to watch
on History channel, that was repeated the next day
(and also repeated twice on History +1 hour). Knowing my sky+ was playing
up I set it to record all 4! Required 6% of my space each and I had 30 %
Both the ones yesterday failed (1 totally and one
left out 8 minutes in the middle) so I deleted them and waited to see today's
Lo and behold they both failed again (1 for 15
mins and 1 for 28 mins). History channel don't plan to repeat the
program in the near future, shame as I have been recording the whole
series. Oh well, back to the old
Regards: Will Fletcher
This isn't right. Isn't right at all Will. Give Sky a buzz and explain what's
happened - they should sort it out for you. Normally Sky+ is dependable,
doesn't normally let you down in the way you describe.
How to Win Friends & Influence People - The Sky Way
Here's a story for you!
I booked a Sky+ install via phone last Thursday 12
June for £199 plus £25 installation. They debited £224 from
my account on that day.
I notice today that on the website it is £1
install and £199 for the box. So I phone customer services. If I want
that offer they have to refund my card, wait two weeks for the refund to
process then re-book the order.
What's going on????
-They take my money 10 days too
-They can't process a refund for a measly £24
because they 'just can't'. So I'm out of pocket.
The person at customer services gave me his name but
wanted to remain anonymous (unsurprisingly).
Please publish this story on the web to let others
know what a complete pain in the whatever this whole
process is and to make sure that people don't feel as ripped-off as I do.
Editor Says: Andy wrote again a few days later - here's what he
Just to update you, I cancelled the order, placed an order
on the web (even after reading the other poor guy's
experience) and have got my old
install date back too. Very strange this whole
process. I have phoned them to make sure my order has gone through too
so hopefully it should be plain sailing from now on.
also for the channel list for Series Links -
put my mind at ease before I purchase. I'm interested in this big report you're
putting together too!
Many thanks again
Editor Says: Almost a happy ending, but why oh why are Sky so
inflexible when it comes to customer care? (Answers on a postcard please!). The
big report on Series Links that Andy refers to can be found
A Web of Intrigue...
Dear Plus World - I have a
Sky + experience I would like to share with you.
For a while now my Wife
and I have been considering purchasing Sky + as we have been loyal Sky
subscribers now for over 5 years. We have spoken to friends who have it
and seen advertisements promoting the new system and checked out the excellent
plusworld.co.uk web site.
I phoned 08708 501607
as I am an existing customer. After navigating the touch-tone options, I
was put through to one of their Customer Advisors. Should you need it,
his name was Chris and I made the call around 16.54 on
19/6/2003:date>. He was polite
and efficient as he took my details and verified who I am.
I then advised him I
wanted to upgrade to Sky + and we began to go through the procedure. When
I mentioned to him about the £1 installation he told me that it was only
for new subscribers and existing subscribers have to pay £50. I
asked him to double-check his facts as the Sky web site made no reference to
this at all. In fact, after checking the terms and conditions, they still
state that installation cost is £50 for existing subscribers and
£100 for new subscribers.
He was remained
insistent that he could not help me as it was for new subscribers only.
At this point I advised him I was not at all happy with the situation and I
would not proceed with my upgrade. The call then
I have since sent sky an email of complaint and I
await their response.
Something your other readers may want to be wary of
PS. congrats on the top draw web site by the
Nathan HaywoodEditor Says: Plusworld put your complaint to Sky and this is
what they said Nathan:
"Thank you for
passing on the details of Mr Haywood's unsatisfactory customer experience when
trying to purchase Sky+. We are currently investigating all of the points
raised in Mr Haywood's email as we do pride ourselves on excellent customer
We can only apologise for the evident confusion at the time of
Mr Haywood's enquiry through the call centre. What I can tell you at this stage
is that the T&C's (link below) on Sky.com are correct.
As you will
read, it clearly states that the £1 offer is open to both new and
Please can you pass on Mr Harwood's contact details to myself so
that I can follow this up with him personally."
Editor Says: Well, not a bad response, just need some
satisfaction for Nathan, and we're sorted. One for the records: the Terms &
Conditions were not updated initially, only when Plusworld e-mailed Sky and
told them they were wrong & didn't reflect the £1 install offer did
they become correct.
Caused by Sky+?
Is it possible that my
sky+ box is interfering with terrestrial transmissions? I recently upgraded to
sky+ and have noticed considerable picture degeneration on normal reception.
When I connect my aerial input to my VCR the quality is very good , but when I
reconnect it to my sky+ the picture is poor.I have
a videolink to the other rooms in the house and the
picture is sometimes unwatchable!
On the old Digibox, at
least it was possible to see the picture whenever satellite was being watched
by other members of the family. Hope you can help,
Thanks. Mr. D.
Editor Says: Yes, the installation engineer has not done his
job properly, he should check to see that all your normal channels are free
from interference. Phone up Sky and tell them you want to make a complaint
about the Installation & that you want a different installer sent out free
first you don't succeed - write to the Boss
follows an e-mail to Plusworld that was published in the last Have Your Say
From: Chris Wilson
Sent: 24 June 2003
Customer complaint that nobody wants to deal with
me for mailing you direct but your Customer Service people seem
to even acknowledge my complaint.
Earlier this month I ordered Sky+. I
have been a Sky Digital customer for
a few years and took up the latest
offer after I was contacted by phone.
A series of administrative
blunders led to me eventually cancelling my Sky
have the following complaints about your service.
were slow to admit that they had made errors.
I was made to feel that the errors were my fault.
3. No offer of
compensation was made.
4. No attempt was made to put things right.
I was disappointed to cancel the service but I felt that it was the only
way that I could express my feelings. I find it hard to believe that this
is the way that Sky wants to treat its customers.
To 'rub salt into
the wound', I received three letters yesterday one
saying that my credit
card would be refunded for the Sky+ installation,
one saying that my
service would be cancelled and a the third saying that
I would be contacted
by engineers who would install Sky+ today! I'm not
expecting them to turn
Editor Says: It's one thing to make a mistake with a customer,
quite another to not respond to a customer complaint. I only have one word for
Sky Customer Services if they want to offer a good service -
Are you aware of the recent problems that some people
are experiencing with Premier 1,2 and 3 since
the changeover to wide-screen/DD5.1.
I have had a V2 box installed since 24th May and
since the conversion of Prem movies I have had many
problems with the DD5.1 sound.
When the sound setting is set to Dolby Digital, on
occasions there were sound drop outs for many seconds during a
Then the sound completely went silent for
If the sound setting was set to normal, there was
This problem affected both the optical and
I contacted SKY who at first denied there was a
problem and went through the usual connection check routine. After a number of
calls I eventually talked to someone who seems to be aware of a problem as too
many people were calling in with the same complaint.
I then went on holiday to Devon for a week assuming that SKY would have sorted the problem out by the
time I returned.
Well, on Saturday(21st
June) the sound was still missing.
I called SKY again and the operator seemed to know
nothing about this problem, but was to look into it and call me back. I still
await a call.
I decided to unplug the box and reset
This appeared to work.
I think that I now have sound but unless I watch a
film each day I cannot be sure its
Why do we have to make many calls to SKY before we
can get anyone to understand there is a problem.
Some of their customers do actually know what they
are talking about!
Overall I am very impressed with SKYPLUS, but this
problem has taken the enjoyment out of it during my first few
I hope that SKY have eventually sorted this problem
out, I will contact them again soon.
Editor Says: Yes you are
not alone Peter in the "sound problem" with Dolby Digital. Sky have no made no
public announcement about this, but I suspect they will have to soon if they
don't get it fixed. As I say to all Sky+ subscribers if you're unhappy about
any aspect of the Sky+ service then send an email to
with the subject line of "customer complaint about Sky+" as complaints are
ALWAYS dealt with on a much serious footing than general