I understand independent electronics stores will do Sky installations, for a premium naturally. They're supposed to be more savvy than the average Sky contractor.

Their customer service seems to vary wildly. I've had no issues with them whatsoever but a brief trawl through the net throws up legions of complaints.

Sky comes clean to head off customer relations disaster over HDTV and the World Cup
Sky says it was "very sorry" to let people down
http://news.bbc.co.uk/1/hi/entertainment...

Sky has delayed the installation of high-definition TV (HDTV) in 17,000 homes because its supplier has failed to deliver enough set-top boxes.

The satellite operator's HD service is launching with channels showing films, sport and entertainment.

But many subscribers have been told they must wait several weeks for installation.

Sky said "more than enough" boxes were ordered but not all had arrived, and it was "very sorry" to let people down.

Anyone requesting installation on Monday, launch day, will be told that they must wait until early August, meaning they will miss the World Cup - which begins on 9 June - in HD.

The issue has surfaced on internet discussion forums with users saying their installation date has been moved from Monday to June or July.

'Supplies to double'

"We're working hard to resolve the situation," said Robert Fraser, Sky's head of corporate press.

"Thousands of customers will have their HD box this week and many more will be installed in time for the start of the World Cup. We'll do everything we can to bring HD to everyone as soon as possible."

Those who had ordered first would receive their equipment first, he added, saying the quantity of set-top boxes delivered to the company was expected to double in the next three weeks

Sky had previously said 40,000 advance orders were received in the first three weeks of bookings, which had opened on 13 April.

It had a total of 8.1 million subscribers in the last quarter of 2005.

HDTV promises higher quality pictures and audio through a compatible television set.

Sky is showing HD versions of its film and sports channels - Sky Movies and Sky Sports - plus the selected output of broadcasters such as the BBC.

The Star Wars movie Revenge of the Sith, US real-time drama 24 and live coverage of England's second cricket Test with Sri Lanka are planned for the first week of transmissions.

HDTV is also available on cable through the Telewest platform, and there is a limited trial through normal aerials for 500 selected Freeview users in the London area.

Wimbledon coverage

It may be several years before a full service can be offered via digital terrestrial because there is not enough space for the additional data contained in HD transmissions.

The BBC and ITV are promising to offer their coverage of the World Cup in the higher-quality format.

Other BBC shows to be transmitted in HD include re-runs of the Charles Dickens drama Bleak House and nature series Planet Earth, plus the Wimbledon tennis championships.

Several ITV dramas, including Agatha Christie's Poirot, will be available in HD, plus Jean-Michel Cousteau's wildlife documentary series Ocean Adventures.

Are you having Sky HD installed? Have you had any problems with getting it set up? Or, if everything has gone well, how is the new service looking?

I was due to have HD installed on 27 May but received a letter on 22 May putting it back 2 weeks to 10 June.
Andrew, Surrey

Sky said they would install HD on 29 May, after I read this article I rang them to check where they told me that they had decided to change the date to 13 June and also decided not to tell me or give me any reason why. Conculsion: Sky customer services suck.
James, London

This is a perfect demonstration of why picking the lowest cost supplier is not a smart policy, especially for BSkyB who have been let down. Saying that "installation requests are being kept in their original order" does not appear to be entirely accurate. I for one pre-ordered within the first hours on the first day, but have been bumped; whereas friends who did not pre-order at all have had the service installed today.
Stuart Fotheringham, Ashford Kent

Sky's conduct in this new TV platform launch is very questionable. Not only are they earning interest off the £299 they have already charged the 40,000 people who pre-ordered SkyHD (totalling £12m) they have shown little regard in informing these customers that their installs have been delayed. Some have been notified as late as the evening before the install date. This has angered many who have booked holiday to be at home for the install. That costs much more than the £20 compensation that has stopped being handed out.

To make matters worse, Sky has NOT cancelled most of the install jobs for today, the launch day in an attempt to save its own brand's reputation. The bumped dates currently range from the 23rd to the 30th May.

This saga has been a customer relations disaster for a company that has been quick to grab viewers cash and shown incredible disregard to the way they should be treated.
Dan, Bishops Stortford

Very very upset. Sky have continually changed the goalposts, and even those who pre-ordered on the first day (like myself) are now finding we won't get our kit until mid June - where as people who ordered later are having boxes installed now. So much for 'first come first served'...
James Mayl, Alton

I'm due to get mine installed tomorrow. I haven't been home yet so I'm not sure if Sky has left me a note saying my installation is deferred...I hope not because I've already booked the day off!!!
Jason B, Manchester, UK

I recall watching HDTV in our offices - a major Japanese consumer electronics group. The set occupied 4 m2 of space which I reckoned would be a rental cost of some £25/month to the landlord.

The ability to see each bead of sweat and each blemish in a woman's visage made me wonder why I would want to watch high-definition adverts. The project worked for Ford Motor Company in their paint shops so Dearborn could check in Cologne real-time, but it had no real application when we could buy PAL+ (not used in the UK) and 100Hz technology to get a far crisper picture on German TV than is available in Britain.

In short I do not think the software is worth the investment in hardware.

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Because there is only metered parking outside my flat, he has just told me he is unable to install my box. I have to have a two-man crew - one of whom will just sit in the car.

Rememember all those Sun and Sunday Times articles in the 1980s railing against the unions' gross overmanning at the BBC?

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Spent almost an hour on the phone with Sky yesterday - Custom TV, their installation sub-contractor - wouldn't do the installation because, believe it or not, I already had a dish. of course I already had a bloody dish! I was an existing Sky customer! "Just hand me the box, I'll plug it in." Said I. "No. Can't do that," said some useless jobsworth. Typical English customer service - Sky blame Custom, Custom blame Sky. Hey, here's an idea pin heads - take responsibility and make your customer happy.

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I am one of the customers for whom Sky have delayed installion of HD. I got a letter six days before installation which has been arranged for two months. I was ignored on the telephone, left on hold for 7 minutes while they looked for a supervisor, promised a call back with 48 hours. I then received a letter after 48 hours congratulating me that my installation was proceeding on the delayed date and I would be contacted in due course.
They have ignored my emails, lied to me and treated me with distain. Do I deserve this treatment as a paying customer, Do they deserve our custom?

I am one of the customers for whom Sky have delayed installion of HD. I got a letter six days before installation which has been arranged for two months. I was ignored on the telephone, left on hold for 7 minutes while they looked for a supervisor, promised a call back with 48 hours. I then received a letter after 48 hours congratulating me that my installation was proceeding on the delayed date and I would be contacted in due course.
They have ignored my emails, lied to me and treated me with distain. Do I deserve this treatment as a paying customer, Do they deserve our custom?

I completely agree with all the comments re the appalling standard of Sky Customer Services. Whilst I do not wish to go through all the details of my personal case (partly as it is now so long), I wonder whether there is any agency that is co-ordinating our complaints so that we can strike back in some way. I am happy to act as a receiver of the specific, dated and detailed stories, and report back to this forum, if anyone wishes to send them to me at brolly@freenet.co.uk. There must be something the small dissenting voices can do about this manipulating monopoly!!!

I completely agree with all the comments re the appalling standard of Sky Customer Services. Whilst I do not wish to go through all the details of my personal case (partly as it is now so long), I wonder whether there is any agency that is co-ordinating our complaints so that we can strike back in some way. I am happy to act as a receiver of the specific, dated and detailed stories, and report back to this forum, if anyone wishes to send them to me at brolly@freenet.co.uk. There must be something the small dissenting voices can do about this manipulating monopoly!!!