This in a copy of an email that I have sent to Sky following several telephone calls to them when an Engineer did not arrive on Friday to install our repaired reciever.

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Hello,
following an email reply I sent to you last week, Sky have let us down yet again.

As arranged, we were expecting an engineer to arrive with our repaired receiver on the 22nd September (Friday).I had cleared the whole day, as we were not told am or pm.

As time progressed, it became apparent that the engineer would not be arriving.  I telephoned Sky on 0870 2435000 at 16:06.  I spoke to a customer service person named '**** ****' who was very apologetic, yet could not contact the engineer as he was not answering his mobile phone.  I was told to wait for an hour or so, as there was still time for him to arrive.

At 17:32 is dialled 0870 2435000 and spoke to '**** *****''.  I was told that my details would be forwarded to an internal department who said that Sky would contact us later that night.

After thinking about this, I decided that Sky should be able to tell me when I was on the telephone, so I called once again, this time to 08702 404040 at 17:50 and was internally redirected to '**** *****', he said someone would call within 60 minutes.

At 19:47 (nearly 2 hours since the last call), I spoke to a '**** ******' who mentioned an email, but didn't elaborate.  I was put on hold whilst he tried to contact technical, after 10 minutes, I was passed onto a '****'**** ' in technical who assured me that my details were being passed onto Operational Support, and I should get a reply within 48hours.

Not to appear pedantic, I will wait until lunchtime Monday for a call.  I cannot accept the 'next available slot' for delivery, as this will probably be a week or more.   If my receiver cannot be returned by Wednesday, I wish it to be despatched via a courier at your cost.

At this moment in time I am very very angry with Sky. The non-show of the engineer, combined with no calls from Sky at all during Friday or Saturday has wasted our time, cost us money in telephone calls (45mins Friday night), and increased our stress levels.
I am now making it my business to make very public my complaints about Sky's lack of customer care. 

You are probably aware of my web site at www.users.zetnet.co.uk/jpc/sky , this has received nearly 400 visitors in the last week, and has raised awareness to the problems within your company.

I have also passed the details of our problems to the BBC watchdog program, and several other consumer associations. My next steps will be to contact trading standards, and new publications I have links with.

I have posted this email (my email to you only) on my site, removing the names of your staff as are mainly quite helpful.
I await a telephone call by Monday lunchtime, with news of a realistic date and time for the return of my receiver, AND a token of compensation by way of 12 months subscription.

Thank you for taking the time to read this message.
Jason Clark
jasonclark@zetnet.co.uk
jason34@btinternet.com
Telephone: ***** *******

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