Sky TV: Bad Customer Service Or Theft?
March 18, 2008
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Is Sky TV a genuine business, or are they just a bunch of thieves? If customers overpay you, you have no problem refunding the money right? If you didn’t you’d soon find yourself in a whole heap of trouble. Unless you’re Sky TV that is, then you’d just think you were entitled to keep the cash. In fact, you’d refuse point blank to give a refund. at least that is what they did to me and they owe me in the region of £1000 ($2000) for services I haven’t had.
As you probably already noticed, I like to bring up cases of bad customer service, to show you what not to do. However, I doubt any small business owner would get things quite this wrong. Big companies such as Sky TV, Vodaphone and Continental Airlines do things like this all the time though. I think they still haven’t grasped the fact they can’t treat customers like dirt anymore and that just one complaint, in the hands of a blogger can reach thousands of people in just a few hours.
So when does bad customer service cross the line and become blatant theft?
Sky TV Cancellation - I Have To Wonder if Suicide Is The Only Way?
I’ve had Sky TV for several years now. It was originally in my ex-husband’s name, but always went out of my bank account. When he left in September 2004, I asked them to switch the account into my name, but they said he’d need to write to them. There was no chance of that, so I kept it as it was.
But eventually I decided I’d like Sky Plus so I could have TV in two rooms instead of one. They had a large display in the centre of town, so I asked if they could arrange this. They said they could but it would be better to open a new account and close the old one. I did realise that they actually meant it was better for the salesperson, because they probably work on commission.
But I was a bit suspicious because:
a) They said the new account would have to be in my new husband’s name (we weren’t married then).
b) The salesperson said it would be a good idea to say I was moving to Germany when I closed the old account. I thought this odd as it wasn’t my account and we were getting a new one anyway. But, he said that Sky telesales people are really pushy.
I have to say that pushy isn’t the word. Suicide is probably your only way to cancel, but I’m guessing they’d still probably try to charge you. When I called to arrange for the installation of the new equipment, they said the old account would be automatically cancelled, once the new equipment was installed. But it wasn’t and despite several letters and phone calls, Sky TV kept charging me for the old account – until I’d paid in the region of £1000. And the worst thing is – they’ve refused to refund the money. They didn’t bother to reply to me in writing - they just told me when I called today that I wouldn’t be getting a refund.
Have I Paid For A Service – Or Is This Theft?
I think it is theft:
1. They physically removed the old service themselves, so I couldn’t possibly use it.
2. I have been paying for the new service, as well as the old one.
3. Neither account was even in my name – the payments just left my bank.
4. They have finally agreed that the old account is cancelled.
5. They don’t even bother to send me invoices for either account.
6. Their telephonist – Lauren ID No: 9LL45 (they won’t give surnames) said it was my fault I’d been overcharged as I didn’t cancel the Direct Debit. Surely not cancelling the Direct Debit doesn’t mean they can just keep the cash?
7. They won’t give me a telephone number or address to complain – just an email address.
8. They haven’t given me a reason for keeping my money, or even written to me to say they won’t refund me.
Why Do Big Companies Such As Sky TV Give Such Appalling Customer Service?
I think it comes down to a few things:
Complacency.
Rewarding sales people with more money to get new accounts, rather than keep old ones.
Greed.
Poorly trained customer service staff.
They aren’t regulated strictly enough: complaints to the Ombudsman can take months.
They think they can get away with it.
Monopolization - Sky TV have little competition.
What can we, as consumers do? We could vote with our feet, but companies like Sky TV have little competition. And of course, we can blog about them - but do they really care? After all, when you look many large companies up on Google there’s hundreds of consumer complaints and usually no response.
In his recent book, Meatball Sundae, Seth Godin claims that large companies can no longer afford to ignore the new way of marketing if they want to survive. And he points out the damage that bloggers and social media can do to businesses who behave badly.
I think Seth is right, but I wonder how long will it take companies like Sky TV to either change their ways, or become extinct. What do you think?
Further Reading
Refund Due On Cancelled Sky +
Continental Airlines Throw Toddler Off The Plane For Talking
Sky TV Demands Money From Someone Who Isn’t Even A Customer
Are Criminals Better Entrepreneurs?
You Tube Complaint About Sky TV - UK
Update: We have called Sky TV back twice - firstly - we asked the guy on the phone if he would agree that they could not possibly provide a service when they had removed the equipment. And he agreed. But he said he had no record of any communication with us until 17th March this year (which is laughable considering the number of times we’ve called), so I’m not entitled to a refund. I asked him what the £45 per month charge was for, since I was not being provided with a service. He said it was for not cancelling my account.
We also spoke to the only decent person from Sky we’ve spoke to so far - although I’m guessing Sky won’t think so, because he helped us. He said that things like this happen a lot with Sky TV and if we call our bank, they can actually claim the money back for us. He did add that he was not supposed to tell us this - apparently Sky don’t like you to know you can claim your cash back if you’ve been overcharged.
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27 Responses to “Sky TV: Bad Customer Service Or Theft?”
Got something to say?
What a terrible experience. Monopolies bully because they can.
In the USA, I’ve often filed complaints (or threatened to) with the Better Business Bureau and almost immediately the company will cooperate.
Is there an organization like that in the UK where companies would be embarrassed to have their unethical bullying tactics exposed?
sterling | bizlift’s last blog post..How To Travel & Work Remotely As A Couple
Cath,
I’m constantly amazed that large companies get away with this kinda crap, yet as small business owners, we’re somehow held to a higher standard of service?
Not that I would want to operate my business in this manner, yet it does seem that clients take their frustrations with this type of treatment out on us. Maybe because we listen and actually give a damn about our clients?
While it sucks when we’re the hapless customer of a faceless, uncaring large company, it does create an opportunity for the small, agile, responsive business owner.
Banks, airlines, cable TV, phone companies are the worst of the lot.
Here’s one woman’s response to less than stellar customer service treatment.
Perhaps it will help…http://themarketingcaddy.com/why-your-prospects-hate-marketing
Good Luck… and you’ll probably need it,
Walt
Hi Sterling - that is a good point. Maybe I should give trading standards a call. I love the way you have the BBB in the US because people like us can search online to make sure a company isn’t bad.
Hi Walt - I know - it’s diabolical isn’t it? And they know they’re doing it. I’ve had customers accidentally send me cheques when they’ve already paid, and I send them straight back. I would be embarrassed even to accidentally cash one - let alone refuse a refund.
That letter was absolutely brilliant. I hope the bank refused that lady’s charges. By the way, why did you not say you had a new blog? I didn’t even know about it. Oh well, I’m subscribing now.
Wow. I suggested that the Consumerist consider posting about this, it’s right up their alley. Of course, if it goes up some people will probably try to tear you to shreds, so you have to be prepared to handle rational/irrational criticism. Thought I’d give you a headsup.
In my book: Theft.
Hi Catherine,
That’s sad to not have any recourse. Like Sterling said we have the BBB. We also have other Federal commissions like the FCC (Federal Communications Commission), PUC (Public Utilities Commission), SEC (Securities and Exchange Commission), just to name a few.
I have had to file complaints twice and when the company got a call from the “commissioner”, they acted fast and took care of my problem.
However, many won’t take the time to complain, and companies and/or corporations continue to get away with “it”.
Barbara Swafford’s last blog post..NBOTW Shares From Years Of Experience
Walt makes an excellent point. The large corporates have an incredible arrogance towards service standard. Anyone in small business simply couldn’t survive doing anything approaching that.
I am just about to stumble this post and I advocate everyone reading this does the same.
Please go back up to the buttons showing “Digg” and “Stumble” underneath the article and click them.
This really deserves some attention by the wider online community.
Ian Denny’s last blog post..Small Business Credit Crunch Survival Kit
Hi Mrs M - Thank you. It would really help if the Consumerist posted this. I’ve read threads where people had money taken from Sky TV for smaller amounts and struggled to get it back, so they really need to be taught a lesson. They obviously thing Direct Debit means “free money”.
Hi Barbara - It is appalling. I’m going to contact trading standards today and see what they advise. But as I said to Sterling the BBB is great as you can check out these companies online.
I think the thing that really sucks is they don’t even have an address or telephone number you can use to complain to. We are only a small company, but customers can call us 24/7 if they have a problem and we’ll deal with it within 24 hours.
To everyone who stumbled this post so far - a massive thank you. Thousands of people must have seen it so far - in fact, I got so much traffic in the first hour of posting that the server went down for a while. It really helps.
Thanks Ian - This is really a big help. You should check out Walt’s letter from a lady in her eighties to the bank - it’s excellent.
I am so pissed off with big companies like this that I’m determined to do something about them. I’ve had similar problems with BT - tried to charge me £2800 for “free Broadband installation at my office” and took months to admit they were wrong.
Also Vodaphone - tried to charge me over £1000 when i didn’t renew with them - their middlemen had actually cancelled it for me and started another - because it would be more economical for me! That is still ongoing.
It absolutely sucks - but these idiots at Sky really take the biscuit. They honestly seem to think that giving you nobody to complain to will allow them to get away with it.
Walt’s article and letter is hilarious.
You really should take a look at Drayton Bird’s blog for the complaint letter he published. It is absolutely hilarious. I’d love you to produce something similar for this one!
I had to stumble that one too - I’m a bloke and I laughed out loud. I think women will relate to it even more.
It’s drayton-bird-droppings.blogspot.com for anyone who wants a real giggle.
Ian Denny’s last blog post..Sky TV: Bad Customer Service Or Theft?
I read Drayton’s post last night Ian but I didn’t have time to comment. And to be honest, I was laughing so much that I wouldn’t have been able to type. I still can’t believe that a company who sells sanitary towels would be stupid enough to put, “have a nice period” on their packaging - what idiots.
I think I’m going to submit this post on PR newswire so the newspapers pick it up. Any other suggestions would be welcomed too. I’m hoping I can hit the front page of Google for Sky TV within a few days.
What they’ve done is absolutely ridiculous - I stumbled this post, too. I don’t know how banks work where you are, but here in the US, you can file an “unauthorized ACH” report (automated clearing house) to argue what’s been removed from your account.
In the future, you might want to try paying with a credit card if they allow it, since it’s much easier to dispute that way (or even report the card lost and get a new number if nothing else works - not to get out of the old charges, but to avoid new ones).
This must be very aggravating, I would be! It’s blatant theft. I hope you get your money back…seems like your best bet is making a claim from your bank. Good luck!
Giun Sun’s last blog post..Essence and Accidents of Internet Marketing: Is there a Silver Bullet?
Hi Stephanie - Thank you. Service standards in general over there seem so much better than they are here. Businesses here seem far too complacent. And people in general just don’t seem to complain loud enough.
I was once laid over in an airport in America on New Years Eve, when my children were very young. United had simply cancelled the flight without reason. I got talking to an American woman on the same flight who decided to complain and she also explained my rights to me. She wound up getting her family and mine put up in a hotel for the night.
I learned a lot about complaining from that experience - know your rights and insist on getting what you’re entitled to.
Hi Giun - Thanks. You’re right - I am annoyed with them. I am going to try to complain through the bank, but it’s terrible that Sky won’t give me the refund themselves.
This is awful, Catherine! I stumbled it, and I hope it gets noticed. There’s only one pay per click ad for Sky TV, so maybe that’s an option if you don’t make the first page of Google!
Hunter Nuttall’s last blog post..The Rules For Providing Value
Hi Hunter - Thanks for the stumble. I was also thinking of PPC if I don’t make the first page within a couple of days. I’m just trying to think of a good headline that would fit in to the space they allow.
Mmm - I wonder if they use adwords for other terms like the name of their CEO? If not - I could get some cheap traffic that way too.
Hey Cath
Don’t you have an Ombudsman or Department of Fair Trading in the UK? If this happened here I would go to them. That’s just highway robbery. Bastards!
I’ve had a similar situation arise with a telecommunications giant here in Australia. I moved out of the share house I was living in with my hubby and the phone was in his name so we disconnected his service and told the other housemates to organise an account in their name. They didn’t and Telstra didn’t cancel our account until we set up the new one at a new address a week later. Meanwhile in that week the Irish flatmates rang home a lot and racked up a huge bill that telstra wanted us to pay. In the same situation, we couldn’t get any proper communication with them to fix the problem and when we refused to pay they sent debt collectors after us. Now they wonder why we won’t ever use them again…
Kelly
Kelly Rigby@ SHE-POWER’s last blog post..Visions of Paradise - Phuket, Thailand
Hi Kelly - Don’t mention the Office Of Fair Trading. My husband called them today and the girl would not even let him explain his story. She kept going on about only having 14 days to claim your money back.
Then when he eventually managed to tell her we’d not actually even received the service, she told us to find an address for Sky on their website and write to them. She was a great help!
What happened to you was terrible. I bet they told you they didn’t have any record of cancellation. Did you have to pay in the end? Did they apologise?
According to Sky - we never contacted them at all until - 2 days ago. That makes them kind of telepathic since they’d already put a note on our account to say we weren’t entitled to a refund.
Hi Catherine.
I’ll be stumbling it. Looks like you’ve got a lot of other stumbles already.
My experience with trying to get something stopped was with Yahoo web services, which I had used for a couple of years. When I terminated the account, they kept charging me, which I discovered a couple of months later (First wife took care of the bank account). Fortunately, it only took a couple of months to straighten out and we did end up getting reimbursed.
Hope it all works out for ya!
(By the way… first wife still takes care of the bank account. She’s so good at it, I decided to keep her. Actually, Karen took over our day to day finances when I was in submarines. I’d be gone for three months at a time. I’d get advanced pay for the time that I was gone and she’d have to take care of everything with that. I was gone on 6 patrols over 30 years ago and she’s taken care of the checkbook ever since.
Mike Goad’s last blog post..Out of the house, finally?, power interruptions? and (a little) more
Hi Mike - thank you. I hope the flu isn’t getting you down too much.
Am I understanding this right - you get your first wife to reconcile your bank and stuff? That is so funny.
I hope we get the problem sorted. I only wish I’d cancelled the Direct Debit, but I lost my online banking details months ago, so I had no idea they were still taking it out.
The fact that you managed to get your cash back from Yahoo is encouraging though.
Catherine..
I guess I was just too subtle. Sorry.
My first wife is my one and only wife.
Met her at a combined USO-YWCA dance in Milwaukee in April 1972. Asked her to marry me 2 weeks later, which we did 5 weeks after that.
We’re still married — with no plans for anything else.
Mike Goad’s last blog post..Angry Waters!
Mike - that is good. I thought you meant you’d had two wives and the first one still dealt with all your bank stuff! That would have been too weird. Also, I did think it odd that you’d married two Karen’s.
I hope you get this sorted out.
I really don’t understand how they can get away with murder
I was lucky once.
My Ex didn’t cancel our service, it was on my name, but his Mom took the bill.
Hi Nicole - thanks. Hopefully the bank will be able to sort it. Sky have now written saying they’re not refunding the money and also trying to charge another £85!
Hi there. You mentioned above that you had an email address, which is more than we have! We are having major problems with Sky as well but, if I can at least send them an email, there is a record of what has been sent (unlike a web form).
Thanks!
But I’ll put their email address on here. At the very least, hopefully they’ll get spammed to death:
accessiblecustomerservice@bskyb.com
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