Dear sky tv

Dear Sky TV,

Your “moving home” package is being made a complete joke by your firm’s own apparent inability to actually follow through on your advertising claims. Far from being easy and expedient, we have spent numerous hours on the telephone to both Sky TV and your digital installers over the past 8 weeks since moving flat. Still we wait for our TV and internet utility to be installed. All of this has gone on, despite having originally agreed to move the contract with you to our new residence more than two months ago.

Between yourselves and LoveDigital you have managed to lose (or not even send, followed by lies) important customer communications. You have unhelpfully relied on the “data protection act” as a means to not proceed with making enquiries on our behalf. You have not demonstrated the ability or the interest in doing what you can to help now, even if that means leaving the harder parts until later (such as active the broadband now, and activate the Sky TV itself when an engineer is able to visit). You have persistently claimed things will take 10 to 14 days time, despite this now being an 8-week ongoing issue which should be expedited – time is cumulative, in case you are not aware. You have made it very difficult to contact you by phone, which is necessary given the complex and ongoing nature of this complaint. Each time we have had to call and re-explain the entire situation to your call centre staff, only after having endured your mindlessly long and customer unhelpful telephone menu system..

So far your firm has demonstrated that it is a perfect example of everything that is bad about customer service. Your slogan “believe in better” might have been a nice slick marketing exercise, but the problem is, in my experience, you simply don’t live up to it. Sky simply does not even seem to be able to live up to some very simply guidelines with respect to how it should treat its customer base.