While I am generally happy with my Sky service, I must question Sky’s loyalty towards its existing customer base. As a new customer you receive all manner of discounts and enticements, but once they have you – you’re merely a number.
When I received this email telling me that the manufacturer’s warranty is about to expire and that I need to spend more money insuring the equipment, it got me thinking.
Why isn’t Sky renting these boxes and including full repair coverage if they go wrong? You’re committed to a contract with Sky – usually longer than 12 months (more like 18).
If the kit dies within that time, and the box falls outside of the manufacturer ‘s warranty (the manufacturer usually being Sky themselves – don’t forget they bought Amstrad), unless you pony up money on repairing the box or buying a brand new one at full cost, you’ll still committed to paying your subscription fee. You just won’t get to watch TV.
With Virgin Media, while their Tivo was a big pile of steaming poop (it was slow, and the on demand service didn’t work for a good proportion of my contract (but to be fair to Virgin, they did refund me for all the trouble)), Virgin will fix any problems with the box providing you remain a customer.
So why doesn’t cover repairs and replacements? How about upping all subscriptions by about £5/month for the length of the contract to cover any possible problems that may require an engineer to come out and replace kit? Why does it have to go through a third party at a cost that I think is silly (£7.72/month)?
And while we’re talking about customer loyalty, I am very disappointed in Sky not allowing NOW TV subscribers tickets to their recent Game of Thrones exhibition. Only contracted Sky customers were able to claim.
Sky had better up their game if it wants to retain its customer base.
Sky are (quite rightly – and kudos to them) using Sky Atlantic as it’s main leverage (not available outside of Sky contracts or NOW TV) – but there could always be the day in which HBO (who provide much of the programming) decide to team up with another UK cable or satellite company (BT or Virgin, for example).