Sky Cable service team mistakes causing gross inconvenience to the customer
I don't know who in Sky Cable will get to read the email on their mailbox, or if it will reach the appropriate parties, but putting it out there so that people know the kind of customer service that Sky Cable offers...
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Dear Sir/Madam:
I would like to file a complaint against a very inefficient and ineffective customer service regarding our request for digibox installation. Allow me to recap how we were grossly inconvenienced.
We originally called last December 2011 for the digibox installation. We were informed that the earliest this could be done is on January 21, 2012. It's a very long time to wait for a digibox installation but we accepted this schedule anyway and waited patiently for that day. Come January 21, no sign of Sky Cable. We called twice during the afternoon, and were informed that they already made a follow-up to the service team. We were asked to wait until night time for them to drop by. So we waited. And waited. And waited until 1:30am but Sky Cable never came. No calls were ever received from the service team.
The following day, we called up Sky Cable to follow-up on why the installation did not push through as scheduled. We were informed that there was no feedback yet and they would give us a return call once feedback is received. More than an hour passes by and no return call was received, so we called up again to follow-up. To our dismay, there have been grave mistakes in the course of addressing our service request, with appalling consequences to the customer.
We were informed that the service team arrived at 12:20am (around midnight, mind you), and that a guard named Dan told them there was no one home.
First of all, it is not right to keep customers waiting from day until night, midnight even. One cannot assume that customers would normally still be up so late. Especially when customers are informed to expect the service team from 9am-6pm. In our case, we were still up, waiting, and we were at home.
Second, we do NOT have a guard named "Dan". We now come to the logical conclusion that the service team WENT TO THE WRONG HOUSE or invented their excuse.
Third, why were we not called up to confirm? We were specifically told by the call center that we were going to be called up when the service team was on their way. But we never received any call. Had the service team contacted us, any confusions would have been cleared.
And the policy, as we were told, if the service team and the homeowners/subscribers do not cross paths, is to automatically re-schedule.
Does the policy account for service teams going to the wrong house very late at night and not calling up the customer to confirm they were at home? How can Sky Cable prioritize the rectification of their mistakes? We do hold Sky Cable accountable for the actions of their service teams, be they contractors or otherwise, because they carry the Sky Cable name.
Apparently, the earliest date we could be rescheduled to was February 3. By then we would have waited more than a month for the installation of a digibox. That is assuming it goes well - that the service team arrives at the correct house on time.
Regularly-paying customers do NOT deserve this kind of unprofessional treatment.
I sincerely hope that customer service is a value that Sky Cable upholds, and will address this matter as soon as possible. We would appreciate any updates to this complaint, avoidance of further aggravation, and adoption of a more proactive approach that conveys to the customer that Sky Cable cares and will do what they can to deliver customer satisfaction.
~ 0 ~
Dear Sir/Madam:
I would like to file a complaint against a very inefficient and ineffective customer service regarding our request for digibox installation. Allow me to recap how we were grossly inconvenienced.
We originally called last December 2011 for the digibox installation. We were informed that the earliest this could be done is on January 21, 2012. It's a very long time to wait for a digibox installation but we accepted this schedule anyway and waited patiently for that day. Come January 21, no sign of Sky Cable. We called twice during the afternoon, and were informed that they already made a follow-up to the service team. We were asked to wait until night time for them to drop by. So we waited. And waited. And waited until 1:30am but Sky Cable never came. No calls were ever received from the service team.
The following day, we called up Sky Cable to follow-up on why the installation did not push through as scheduled. We were informed that there was no feedback yet and they would give us a return call once feedback is received. More than an hour passes by and no return call was received, so we called up again to follow-up. To our dismay, there have been grave mistakes in the course of addressing our service request, with appalling consequences to the customer.
We were informed that the service team arrived at 12:20am (around midnight, mind you), and that a guard named Dan told them there was no one home.
First of all, it is not right to keep customers waiting from day until night, midnight even. One cannot assume that customers would normally still be up so late. Especially when customers are informed to expect the service team from 9am-6pm. In our case, we were still up, waiting, and we were at home.
Second, we do NOT have a guard named "Dan". We now come to the logical conclusion that the service team WENT TO THE WRONG HOUSE or invented their excuse.
Third, why were we not called up to confirm? We were specifically told by the call center that we were going to be called up when the service team was on their way. But we never received any call. Had the service team contacted us, any confusions would have been cleared.
And the policy, as we were told, if the service team and the homeowners/subscribers do not cross paths, is to automatically re-schedule.
Does the policy account for service teams going to the wrong house very late at night and not calling up the customer to confirm they were at home? How can Sky Cable prioritize the rectification of their mistakes? We do hold Sky Cable accountable for the actions of their service teams, be they contractors or otherwise, because they carry the Sky Cable name.
Apparently, the earliest date we could be rescheduled to was February 3. By then we would have waited more than a month for the installation of a digibox. That is assuming it goes well - that the service team arrives at the correct house on time.
Regularly-paying customers do NOT deserve this kind of unprofessional treatment.
I sincerely hope that customer service is a value that Sky Cable upholds, and will address this matter as soon as possible. We would appreciate any updates to this complaint, avoidance of further aggravation, and adoption of a more proactive approach that conveys to the customer that Sky Cable cares and will do what they can to deliver customer satisfaction.