Hi, great site, tonight i decided to join as i need your help desperately. :(

For the last 18 months i have been hitting a brick wall with my official complaint to Sky.
To cut my story short, Sky seem to have made it even harder to complain, or to contact anyone.  I received an email today after thinking i sent it to the CEO ,Jeremy Darroch, which said and i quote " we have changed the way you can contact us "  please send your question to us again by using the contact us form , ".
In other words i am at my wits end, so stressed, last year i had a nervous breakdown because of the way they were dealing with my complaint.
110 phonecalls, letters , emails, all to no evail, all a complete waste of time.
My question is how do i or anyone reach the people who will adress my complaint ?  the people higher up.?  how does anyone get any joy at all now Sky have made it even harder to reach them ?
I spent 2 hours with that email yesterday, i really dont want to type it out again, an email adress would be nice if anyone knows any new ones ?
After a nervous breakdown, and 18 months of sheer hell ,i really need this to be resolved, can anyone help ?  
Who can i contact ?   any help hugely appreciated . thank-you .

This is  Jeremy Darroch's email address.........   jeremy.darroch@bskyb.com

Did you get his email address right?


also there is a very long running thread on Sky here

http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1060112694/1004#1004

That's the email adress that has been changed.
That's the problem im having, a reply came back automated telling me to resend it via the new Sky website "contact us " page.
When i do that i will get nowhere fast again.

Thanks for your reply though.

sherbert wrote on Oct 27^th, 2010 at 6:31pm:

This is  Jeremy Darroch's email address.........   jeremy.darroch@bskyb.com

Sorry sherbert, but when e-mail addresses like this get lots of unwanted communications, they get changed. It's likely to remain in service, but attended to by someone else and not by the man himself, as appears to be the case.

Mr Darroch will have been given a much less guessable address.

Have you e-mailed Mr Andrea Zappi, MD of Customer Group?

See BSkyB Executive Team. Standard e-mail address format is firstname.lastname@bskyb.com.

Hi Dave, no i havent ......yet ! !   is andrea a man ?   mmmm okay !!!!!       seriously though ....

I am at my wits end. Upon checking my records, i have sent 3 emails to Jeremy.daroch@bsky.com and havent had a reply from any of them.
So i tried his name but sent it to @sky.com and that came back as failed to deliver.
Its the sky customer services thats changed how you contact them, i just havent had a reply from jeremy daroch at all ?

What i will do is just send the same email but to andrea instead ?  see where that gets me. ?  

email sent to andrea.zappi@bskyb.com



sent exactly as i wrote it here !

see where that gets me  ::)

:( :'(

Email send to andreazappi came back as rejected.  back to square 1.

AARDVAARK wrote on Oct 27^th, 2010 at 6:55pm:

Hi Dave, no i havent ......yet ! !   is andrea a man ?   mmmm okay !!!!!       seriously though ....

Yes, he's Italian. See press release from earlier this year when he was appointed:
http://corporate.sky.com/media/press_releases/2010/Andrea_Zappia_MD.htm



AARDVAARK wrote on Oct 27^th, 2010 at 6:55pm:

So i tried his name but sent it to @sky.com and that came back as failed to deliver.

I would advise you not to send to ANY @sky.com addresses, unless you know that they are for Sky customer services. This is because these are the addresses given to customers of Sky Broadband and that is why staff have @bskyb.com addresses. If you happen to hit on a live @sky.com address, it could be anyone and I wouldn't go sending my personal details to anyone.



AARDVAARK wrote on Oct 27^th, 2010 at 6:55pm:

What i will do is just send the same email but to andrea instead ?  see where that gets me. ?

Do let us know. If you check for BSkyB in our listings, you will see that there is a big red message advising people to complain to Mr Zappia via that address, so I would be interested to see what response you get from it.

Dave, mate you missed the a out in his name.  i will send it again, this time to zappia.  thanks.

AARDVAARK wrote on Oct 27^th, 2010 at 7:10pm:

Dave, mate you missed the a out in his name.  i will send it again, this time to zappia.  thanks.

Sorry about that.  :-[

I hope you get sorted. It's very much suck it and see.

Dave wrote on Oct 27^th, 2010 at 6:47pm:

sherbert wrote on Oct 27th, 2010 at 6:31pm: This is  Jeremy Darroch's email address.........   jeremy.darroch@bskyb.com Sorry sherbert, but when e-mail addresses like this get lots of unwanted communications, they get changed. It's likely to remain in service, but attended to by someone else and not by the man himself, as appears to be the case. Mr Darroch will have been given a much less guessable address. Have you e-mailed Mr Andrea Zappi, MD of Customer Group? See BSkyB Executive Team. Standard e-mail address format is firstname.lastname@bskyb.com.

Dave that was not a guessable address, I got it from here

http://www.connectotel.com/marcus/ceoemail.html

It was correct at October 2009.

AARDVAARK wrote on Oct 27^th, 2010 at 6:18pm:

... 110 phonecalls, letters , emails, all to no evail, all a complete waste of time

Please forgive me for stating the obvious, but it seems that you are still at square one.

Have your tried using the complaints process that is offered and asked about the steps available for escalation?

It is generally accepted that each company may have its own procedure for dealing with customer complaints. One may hit lucky by making contact with a senior officer who is prepared to take up an issue for themselves. Others may disagree, but if you have a genuine customer complaint, my advice would be to exhaust whatever process is offered and then present the unsatisfactory outcome to others. The bottom line is sadly that you cannot expect that anyone will address your complaint in the way that you wish, no matter how valid it may be.

If your complaint is about the fact that they use an expensive telephone number for customer services and complaints, thereby levying a fee for complaining, then that is their clear and obvious policy. If you believe that your representations would be sufficiently persuasive to get them to change that policy if only they were sent to the right person, then I can only say that you have great confidence in your powers of persuasion.

All power to you and everyone else who continues to press this issue. Please try not to overstretch yourself, so that you suffer far worse than in incurring improper costs in telephone calls as a result. I firmly believe that we should each do what we can, and no more.

Thanks to everyone who has replied to me here.

Today i got an email back from Sarah Maxwell in customer relations ( back to square 1 )  my complaint had been handed down to her from Jeremy Daroch.
My only option now is to ask Sky to reply to my Subject Access Request, take them to court claiming compensation for all the inconvenience they have caused me,  and get more help from consumer direct.
They are refusing to accept what im saying is true, sadly i have to take this couse of action .

AARDVAARK wrote on Oct 29^th, 2010 at 6:03pm:

Thanks to everyone who has replied to me here. Today i got an email back from Sarah Maxwell in customer relations ( back to square 1 )  my complaint had been handed down to her from Jeremy Daroch.  My only option now is to ask Sky to reply to my Subject Access Request, take them to court claiming compensation for all the inconvenience they have caused me,  and get more help from consumer direct. They are refusing to accept what im saying is true, sadly i have to take this couse of action .

Try emailing the Finance Director andrew.griffith@bskyb.com and see if that still works.  If your complaints relate to their accounting and invoicing being incorrect he ought to be the man ultimately responsible for making sure that the systems involved work correctly.

Can you explain more about your "Subject Access Request" and what the issue is there?  Also if the matter is a serious one on which you actually have a case (rather than it being some personal grudge match you have against Sky but ultimately one they will win because you have not conformed with their Terms & Conditions) I would go to see your MP about the matter as a hand signed letter from an MP on House of Commons letter heading can usually do wonders in getting a constituent complaint resolved at senior level with many organisations.

When you talk about taking court action is it a matter that can be successfully resolved in the Small Claims Court?  Given my personal experience of how expensive the legal process in Britain can be I would not get involved in any form of legal action in which you might have to pay Sky's legal bill if you lose your case.