SkyCable Turns Off Potential Customer
By Rico, 12:12 am Fri Feb 15 2008 - Interviews - 12 Opinions
A source recently complained of SkyCable’s lack of proper coordination and customer relations management. The source related the events that ultimately led to frustration. Here’s part of the email that was sent to us:
“When I called up SkyCable’s hotline, they sent someone to check my place the next day. The technician told me that I may have to pay extra, since my building was a bit far from SkyCable’s lines. No problems there, so I willingly waited while they ‘audited’ my application.”
“Three days later, another team dropped by. I thought they were there to install the cable, but it turned out they were going to do the actual auditing. So they did their thing, left, and I had to wait more.”
“After a few days, the installation team finally arrived. This was after I called up customer service and was told that the installation would proceed soon. So imagine my surprise when the installation team told me that it was impossible for my building to be hooked up to SkyCable’s lines. I was simply too far (about 400 meters) from the nearest ‘hub.’”
“I’m now really upset! I don’t know why it took me more than a week to find out that SkyCable couldn’t provide me with cable! I mean, if it was impossible, why was an installation team sent in the first place? Talk about ruined expectations!”
We at Technograph wonder why SkyCable would spend their own money to send technicians to this frustrated customer’s house three times, if the job was apparently impossible? Last we heard, our source is now signing up for Destiny Cable, SkyCable’s main competitor.
Sasha
12:12 am Fri Feb 15 2008
We’re also talking about invasion of privacy since you’ve let these strangers into your home, you’ve provided all your personal particulars (requirements) all for nothing. Plus you’ve altered your schedule, accommodated theirs, because that was what was agreed upon.
Nosignalviewer
10:10 am Wed May 7 2008
Skycable already installed digibox in our house but after a week of good viewing, signal problem arises. I think skycable doesn’t know how to operate their digibox properly. In Malaysia we also have this digibox and signal never became a problem. Now for 4 days we don’t have cable, “E48- No signal” always appears in our tv. We are now thinking of switching to another provider…
darkreize
1:01 am Wed Jun 4 2008
I just sent this letter to those imcompetent fools over at skycable
Yeah, well. We received a letter informing us that our area will be converting to digital signals so we have to avail of the digibox. We agreed and my mother paid the bill, someone from Skycable called us and said it will be installed on May 4. “MAY 4″.. as of now, it’s already June 4, and still no digibox. We have been experiencing cable loss for a while now, around a week or two. Interruptions occur for hours, the least is 4.
So on June 3, our cable went off at 3 in the afternoon. We tried calling your call center and they told us that our area already switched to digital signal. She told us that it would take around a week for our digibox to be installed. All of the Skycable subscribers in our compound applied for this digibox a long time ago, so where is it now? My girlfriend in Malabon and other friends in Makati applied for this digibox and they received it within a week or less. Are you implying that there are other areas that should be prioritized?
It has already been a month since that call we received for that installation. We are not at fault here, the bill is already paid and a set date was given. We entered into a contract just by that mere agreement, and it should have been installed on “MAY 4″. Besides, is your management not thinking about their customers? Moving to digital signal when customers who have paid and did their part have not been provided service due.
If you would kindly please provide us with the number of someone who is in charge in our area so that the people in our compound can gladly tell him about our situation. Your help is much appreciated. A week without tv is too long and it is not our fault that it your crew is no where to be seen. We did our part, we paid the bill now please provide the service. Thank you.
Technograph
9:09 am Wed Jun 4 2008
Here’s to betting that your letter won’t get you anywhere!
Sunil Kumar
2:02 pm Mon Oct 27 2008
I completely agree with the poor service level of Sky Cable and there customer service just sucks. My cable was disconnected for non payment however I was making payment every month in time and my bank also confirmed this to Sky cable. Despite various complaint they could not resolve the problem in there system. Not sure if there is any common plateform to raise such issues and get attention of law.
"K"
10:10 am Fri Nov 28 2008
Sky DSL = now Bayan DSL (with mother Bayantel)
Zipdee = now Sky Broadband (with mother Sky Cable)
—
I called up the Sky Broadband hotline and I was told we’re eligible to have the free 15-day trial (being a Sky Cable subscriber for years now). Free, no fees for the modem and installation, they clearly stated this. They specified the date they would arrive, but had to follow-up several times for several weeks. Finally, they installed the cable (separate from the cable used for tv) and the cable modem.
Suprisingly, they handed us a paper we should sign for a two-year lock-in period with Sky Broadband. We were also told that a deposit fee of Php1,000 shall be added to our Sky Cable bill.
What the?!
Another (bigger) surprise: internet didn’t work. Good thing they didn’t leave after installing the modem. They spent hours, till about 8PM, then finally told us Sky Broadband isn’t available in our area (5-minute walk from UST. So they took the modem and left.
Lousy. Irresponsible. Plain stupid and inconsiderate customer service and technical staff.
daps
10:10 pm Mon Mar 9 2009
Hi there, I’m surprise that more people now come into open and told their experience in sky cable. my problem was begin 2 weeks ago, I’d bad signal reception, I immediately called their hot line number (6311 0000). I’m expecting that they would sent someone to check my problem but instead. when I’d called again. an agent told me that someone went but we didn’t welcome it. and since then, I called everyday then the reply me that they will relay it to night duty and when i called during night time they reply that no one is on duty. until to this time. the same story over and over again…
this is very very suck customer service ever …
Mary Ann Licudan
1:01 pm Tue Mar 17 2009
From: Me-ann
My problem is very similar to that of Daps. We started having frequent signal interuptions 2 weeks ago so I called up 631-0000. I told them about the problem and that it appeared to affect mostly the local channels (GMA7 more than others). They said they’d send someone to look into the problem, but no one came. When I called them up again they said they sent someone but nobody was home. I was there the whole day, especially during the time they said the repair man went to visit us. I’ve been calling them up everyday, and I have a long list of persons who have answered the phone. What really pisses me off is that I live within 50 meters from the main office of Skycable in Mandaluyong. I see their repair crew pass by day in and day out and they could not even attend to the problem. Who should I address my complaint to. Is there an agency that can monitor such poor service to consumers. I feel helpless…pls advise.
Zenaida Torres
10:10 am Mon Aug 17 2009
Sir/Madam;
We would like to file a complaint against SKY CABLE installer Vincent Cuevas. The sky cable team arrived at around 12pm at our area in 3539 Lubiran St. Bacood Sta Mesa Manila. A 5 storey building with units all individually cable ready, cable hubs all ready, labeled and properly installed in a bus hub at the ground floor.
I am the owner and resident of 3 units in the 5th floor namely Unit5 501, 502 and 503. We currently have destiny cable in unit 501 and intend to keep our subscription with Destiny. The subscription in Destiny was installed in Unit 501. I have decided to transfer Destiny to the tv in my other unit 502 and put Sky Cable plus Internet in my main unit which is unit 501.
I have instructed my caretaker and building admin to tell Sky Cable to install cable and internet in 501 and Destiny will be transferred to 502. When Mr. Cuevas arrived in our premise. He was in a very bad mood and refuse to take instructions from our caretaker which I have instructed already to take the destiny out of unit 502 so they can install Sky Cable in unit 501.
Lunch time and probably in a bad mood, he immediately just kept refusing to install Sky Cable and Internet. This was brought to my attention so rushed immediately to talk to Mr. Cuevas because with my experience, and as the building electrician has told me, each units are individually installed and can have installations of any cable they choose to since each units have their own line of cable and there is no reason why Sky Cable cannot be installed. The only reason he said was Destiny has already an installation and Sky Cable cannot anymore install. We all tried to explain to him that all these condo units are all individually cable installed and that there is no reason why he can’t put his own installation making his reason invalid but he was very bad-mannered and rude and just kept on getting into a confrontation with everyone.
I am very disgusted by the way he was so negative and unwilling to install services with no valid reason. I spoke to him personally but he raised his voice and said he cannot install it. I had the electrician call the cell phone and talk to him but he refused to. When asked what our options are, he just refused to talk and said juts call the office.
I am very disappointed with your services and I sincerely hope that your company is aware of this frivolous activities that your service installers are doing.
We are very willing to meet with you and attest to the truth of this matter and hope to find justice in this very rude and untoward experience we all had with Mr.Cuevas.
Please don’t hesitate to get in touch with me via this email or
Myra Aure
1:01 pm Fri Dec 11 2009
I share the grief of this potential customer of skycable, and can well relate with Sasha, Sunil Kumar and “K” in terms of Sky’s unprofessional and useless customer service.
It seems that Skycable is starting to monopolize the cable industry by buying out small cable operators, so they can justify their lousy, nerve-racking, stupid, poor, horrible customer service.
Come to think of it, if you call Skycable, the one who will usually answer your call is a customer service representative, who will give you useless and untimely answer. You can’t find any name/s or number of a Skycable officer at their website.
Karma is starting to hound Skycable through its declining sales since 2008.
I pray destiny cable will expand its active locations.
RONNEL
8:08 pm Sat Jan 16 2010
Hi just wanna share what happen to me with this cable company. i called skycable to apply for their services and it they scheduled my installation after a week or to be exact january 16…a week before the installation date i called customer hotline to confirm if i was on scheduled on that date and it was confirmed…since i was hearing more negative feed backs to this cable company..3 days before, 2 days before ..1 days before and the day itself that they going to install my cable i call them to confirm and said they will going to installed it…advised to wait until 7 pm..i told them that i do nothing for that day coz im waiting for their technician to nstall the cable but 9 pm came and still im waitng…poor services
Myra Aure
8:08 pm Wed Mar 17 2010
Hi Ronnel,
Wow, your experience with the most unprofessional, infamous cable service provider were exactly the same as my experience. I think, they’re really like that. You will be scheduled for installation (kuno), and then you will wait for them, and they will not arrive on that scheduled date, so you will call them, and they will tell you that you will be rescheduled to another date, then you will wait again, but your wait for nothing, so you will call again, and again, and again. and in the end you will be informed that they will investigate/inspect first your area if it’s cable-ready area. HUH!
They don’t care about your lost time, you waiting in vain.
It’s not only poor services, but a blatant disregard of customer concern.