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Sky Pacific will only give rebate if you complain

Sky Pacific customers who are facing difficulties in calibrating their decoders after yesterday’s upgrade need to call the Sky Pacific customer care service and lodge a complaint to qualify a rebate. Sky Pacific carried out an equipment upgrade on Wednesday after which customers were required to rescan their decoders. Since the update, hundreds of Sky Pacific […]

Peni Shute

June 16, 2016 10:57 am

Sky Pacific customers who are facing difficulties in calibrating their decoders after yesterday’s upgrade need to call the Sky Pacific customer care service and lodge a complaint to qualify a rebate.

Sky Pacific has provided instructions to configure their decoders after the upgrade on their Facebook page.
Sky Pacific has provided instructions to configure their decoders after the upgrade on their Facebook page.

Sky Pacific carried out an equipment upgrade on Wednesday after which customers were required to rescan their decoders.

Since the update, hundreds of Sky Pacific customers vented their frustration and reached out for help on Digicel’s Facebook page.

Digicel Fiji’s Public Relations Officer, Mr Satish Narain told Newswire that only a small percentage of customers were facing the problem in trying to configure their decoders.

NARAIN: “We have had a very small number of customers that have had some problem or the other. The problem has been very simple so if they call customer service they go easily onto another setting option where they are asked for a pin code and they are supplied with a pin code and it comes out its just menu, go to user settings they ask for a pin code and they just put the pin code in and they just do it.”

Mr Narain said there was no need for Sky Pacific technicians to make house visits to fix the problem and customers could take the decoder to any Sky Pacific outlets where professionals can assist.

Mr Narain also added that the Sky Pacific service is not off air.

NARAIN: “Our message is that if we are off air then customers are entitled to rebates.  However we are not off air and we have provided information through various channels to advise customers to prepare an what to do.  Any requests for rebates are always managed on case by case basis.”

When questioned if Sky Pacific customers who had been facing difficulties calibrating their decoders after the upgrade on Wednesday would be given a rebate, Mr Narain said the discount would only be given if customers lodged their complaints to the customer service.

Earlier this year the Attorney-General and Minister for Communications Hon. Aiyaz Sayed-Khaiyum said that a rebate must be paid to customers if Sky Pacific goes off the air.

SAYED-KHAIYUM: “If the Sky channel goes off air they have to pay a rebate to the subscribers, so if they are off air to four to eight hours there is a one percent rebate, eight to sixteen hours there is a two percent rebate, sixteen to twenty-four hours there is a three percent rebate and plus there is an additional three percent for every twenty-four hours that the particular service is off air.”

READ: Digicel finally granted permission to operate Sky Pacific

Mr Narain said if customers call the customer service in the day time they needed to be in front of their decoders to follow the process.

NARAIN: “Only a small percentage faced difficulty at the first rescan and when you will call customer service and as soon as you tell them that you’ve rescanned and I got stop service, they will tell you the next step which some decoders need because they are old decoders, so it needs another step which is another very simple step and people do that and its on, so you must be in front of your TV with your decoder and your remote and then call, some people call from work and their decoder is at home.”

Mr Narain added that if people followed the right channel in calling customer service and talked to someone for assistance it would have been much easier.

NARAIN: “Ninety percent of people have already done a successful rescan and everything, I spoke to the customer service people yesterday they said they did receive calls there was about 300 which is a small number out of the 20,000. So about 300 people did call and said “Stop Service” and we gave them the next step they rescanned they’re good and happy to go.”

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