- Report: #1029486
Complaint Review: Sky Angel - Naples Florida
-
Author Confirmed
Why?
Sky Angel
P.O. Box 11329 Naples, 34101-1329 Florida, U.S.A.
Phone:
866-759-2448
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Sky Angel Ripoff No Refund of Unused Portion of Service Because of Lost Satellite Signal Naples Florida
This posting is in regards to a supposedly Christian based satellite programming provider company named Sky Angel whose address is P.O. Box 11329, Naples, FL 34101-1329. Another address used for billing inquiries is P.O. Box 7609, Naples, FL 34101-7609. Their customer support phone number is 866-759-2448. and their website is skyangel.com
My wife subscribed to Sky Angel a few months ago. As with all such services, they require prepayment for the next month's service. We had sent them payment for service from Monday, May 21st through Wednesday, June 20th which is where this dispute begins.
On Wednesday, May 30, 2007, just nine days into the service period for which we had already sent payment, our satellite dish lost the signal from the satellite. On the same day, my wife called Sky Angel who walked her through the reprogramming sequence to reacquire the signal. The signal was reacquired for only a few minutes , at most, when it was lost again. My wife tried once more to reprogram the receiver, but as before, the signal was reacquired then lost shortly there after. Several subsequent attempts to reprogram the receiver and reacquire the signal also failed.
The next day, Thursday May 31st, my wife called Dish Network who is the local satellite service company that Sky Angel uses in our area. For reference purposes, Dish Network's installation and technical support is provided in our area through High Power Technical Services located in Louisville, KY.
She was told by Dish Network that they would charge $40.00 to come out and fix the problem. Why should we have to pay for them to come out and fix a problem with equipment that was installed on our house just a few months earlier. There should not have been a problem with equipment that new and if there was, they should stand behind it.
After speaking with Dish Network, my wife called Sky Angel again and was told by them that sometimes a strong wind can cause the satellite dish to become misaligned and that we should check the dish and try to align it ourselves. It does make sense that a strong wind could have caused it to become misaligned. The only problem with that statement is that there had been no strong winds in our area for several days, weeks actually, prior to losing the signal. That was not the problem, the signal was just simply lost. The system was working fine up to that point. Nothing had happened that could have caused it to become misaligned. Also, how many people have enough knowledge of satellite dishes to try to align one themselves? Or for that matter the instrumentation needed to do so? Probably not many people including us! Anyway, we decided to try what the lady with Sky Angel had suggested. I climbed up the ladder to check the dish. It was OK. All the bolts securing it in place were tight, there was no movement. I did loosen some of the bolts and tried adjusting it myself as suggested. No good, still no signal. I put the dish back in the same position it was in when I had started and retightened the bolts.
It makes you wonder if Sky Angel really has the customer's best interest in mind when the only suggestion that they can give is for the customer to try to fix the problem themselves.
Since Dish Network was going to charge us $40.00 to service a defective system and since Sky Angel had no further advice for us other than to try to fix the problem ourselves, my wife called Sky Angel again on Thursday, May 31st and cancelled the service.
What did we get on Saturday June 16th? You guessed it! Another bill! Just sixteen days after the service was cancelled. This time for service from Thursday, June 21st to Friday, July 20th.
My wife called Sky Angel on Monday June18th to see what was going on. The lady she spoke with, Debra, told her to disregard the new bill that we had received. When asked about a refund of the UNUSED PORTION of the previous service period, Monday, May 21st to Wednesday, June 20th for which we had paid, Debra said that no, they could not refund that amount.
We had already prepaid for service from Monday, May 21st through Wednesday, June 20th as stated above. We lost signal DUE TO NO FAULT OF OUR OWN on Wednesday, May 30th. So from May 30th to June 20th, 22 days, we had paid for something we couldn't use.
I don't think that it is unreasonable to ask for a refund of the UNUSED PORTION for which we had already paid. I could see them not wanting to refund the money if we had just called up and cancelled for no reason, but the reason we cancelled was because the satellite signal was lost and nothing we did could regain it. I don't think asking for a refund of the UNUSED PORTION under those circumstances is too unreasonable.
It is apparent in light of their unwillingness to take care of the customer that this truly is NOT a Christian based company.
Like so many other companies in the satellite, cable, phone, cell phone and ISP businesses these days, they really don't care about the customer. It looks like this is the first complaint on Rip Off Reports about Sky Angel. I really wish I didn't have to be the one to post it, but with this type of service, I'm sure it won't be the last.
Please be aware of this company or any company claiming to be Christian based. There is a BIG difference between claiming to be something and actually living it. Most of the time when a company or a person claims to be Christian, my experience in life has taught me to proceed with caution. What a horrible witness of their standards!
Whether companies like this one realize it or not, if you want to keep your reputation clean, it really IS about doing the right thing. All we were asking for was a refund of the UNUSED PORTION, not the whole thing.
Thank you for you time.
F.
Bardstown, Kentucky
U.S.A.
My wife subscribed to Sky Angel a few months ago. As with all such services, they require prepayment for the next month's service. We had sent them payment for service from Monday, May 21st through Wednesday, June 20th which is where this dispute begins.
On Wednesday, May 30, 2007, just nine days into the service period for which we had already sent payment, our satellite dish lost the signal from the satellite. On the same day, my wife called Sky Angel who walked her through the reprogramming sequence to reacquire the signal. The signal was reacquired for only a few minutes , at most, when it was lost again. My wife tried once more to reprogram the receiver, but as before, the signal was reacquired then lost shortly there after. Several subsequent attempts to reprogram the receiver and reacquire the signal also failed.
The next day, Thursday May 31st, my wife called Dish Network who is the local satellite service company that Sky Angel uses in our area. For reference purposes, Dish Network's installation and technical support is provided in our area through High Power Technical Services located in Louisville, KY.
She was told by Dish Network that they would charge $40.00 to come out and fix the problem. Why should we have to pay for them to come out and fix a problem with equipment that was installed on our house just a few months earlier. There should not have been a problem with equipment that new and if there was, they should stand behind it.
After speaking with Dish Network, my wife called Sky Angel again and was told by them that sometimes a strong wind can cause the satellite dish to become misaligned and that we should check the dish and try to align it ourselves. It does make sense that a strong wind could have caused it to become misaligned. The only problem with that statement is that there had been no strong winds in our area for several days, weeks actually, prior to losing the signal. That was not the problem, the signal was just simply lost. The system was working fine up to that point. Nothing had happened that could have caused it to become misaligned. Also, how many people have enough knowledge of satellite dishes to try to align one themselves? Or for that matter the instrumentation needed to do so? Probably not many people including us! Anyway, we decided to try what the lady with Sky Angel had suggested. I climbed up the ladder to check the dish. It was OK. All the bolts securing it in place were tight, there was no movement. I did loosen some of the bolts and tried adjusting it myself as suggested. No good, still no signal. I put the dish back in the same position it was in when I had started and retightened the bolts.
It makes you wonder if Sky Angel really has the customer's best interest in mind when the only suggestion that they can give is for the customer to try to fix the problem themselves.
Since Dish Network was going to charge us $40.00 to service a defective system and since Sky Angel had no further advice for us other than to try to fix the problem ourselves, my wife called Sky Angel again on Thursday, May 31st and cancelled the service.
What did we get on Saturday June 16th? You guessed it! Another bill! Just sixteen days after the service was cancelled. This time for service from Thursday, June 21st to Friday, July 20th.
My wife called Sky Angel on Monday June18th to see what was going on. The lady she spoke with, Debra, told her to disregard the new bill that we had received. When asked about a refund of the UNUSED PORTION of the previous service period, Monday, May 21st to Wednesday, June 20th for which we had paid, Debra said that no, they could not refund that amount.
We had already prepaid for service from Monday, May 21st through Wednesday, June 20th as stated above. We lost signal DUE TO NO FAULT OF OUR OWN on Wednesday, May 30th. So from May 30th to June 20th, 22 days, we had paid for something we couldn't use.
I don't think that it is unreasonable to ask for a refund of the UNUSED PORTION for which we had already paid. I could see them not wanting to refund the money if we had just called up and cancelled for no reason, but the reason we cancelled was because the satellite signal was lost and nothing we did could regain it. I don't think asking for a refund of the UNUSED PORTION under those circumstances is too unreasonable.
It is apparent in light of their unwillingness to take care of the customer that this truly is NOT a Christian based company.
Like so many other companies in the satellite, cable, phone, cell phone and ISP businesses these days, they really don't care about the customer. It looks like this is the first complaint on Rip Off Reports about Sky Angel. I really wish I didn't have to be the one to post it, but with this type of service, I'm sure it won't be the last.
Please be aware of this company or any company claiming to be Christian based. There is a BIG difference between claiming to be something and actually living it. Most of the time when a company or a person claims to be Christian, my experience in life has taught me to proceed with caution. What a horrible witness of their standards!
Whether companies like this one realize it or not, if you want to keep your reputation clean, it really IS about doing the right thing. All we were asking for was a refund of the UNUSED PORTION, not the whole thing.
Thank you for you time.
F.
Bardstown, Kentucky
U.S.A.
3 Updates & Rebuttals
Concerned
Tulsa,Oklahoma,
U.S.A.
concerned
#2Consumer Suggestion
Mon, February 23, 2009
Yes I agree as a Christian walking and talking is two different things. Now that is IF Skyangel is really a Christian company, otherwise that answers that question. But regardless this situation whether christian or not should have called for the company to go above and beyond the call of duty on customer service. Since the company did not, I can see the customers concern and major frustration. The other rebuttal mentioned a warranty. I almost forgot about that. That was a good idea. Knowing myself, If I had not remembered the warranty, I would have called back myself, but not spoken to some silly customer service rep. I would have gone over their head and demanded to speak to a supervisor. When you ask for a supervisor, that usually scares them(ha-ha). Who knows they may handle the situation appropriately over the phone and not get a supervisor just for fear. Who knows, but you have not because you ask not. Well you asked but next time ask for a supervisor in addition to the refund request.
Revrufus
Owings,Maryland,
U.S.A.
Problem Exists With Equipment
#3Consumer Suggestion
Thu, January 17, 2008
Hello, and I am so sorry that you feel you were scammed. No, I am not an employee or stock holder or any have any private interest in Sky Angel or Dishnet. I am just a satellite user for over 12 years, and I can readily diagnose your problem. I am also a trained radar technician with the US Air Force (honorably discharged) dealing with signals of much higher frequency than the ones used for broadcast tv. You are correct in assuming your problem exists in your equipment and is evident for 2 reasons. 1) If the problem was with the Sky Angel signal you would not be the only one in your area complaining, and Sky Angel would know this. 2) If you are able to acquire the signal but cannot "lock" it, there is a problem with your satellite receiver. Now that you have cancelled your service none of this is relevant but someone else may gain some insight. The equipment you received should have been new, especially if you were paying for it. If new, it should have had a warranty with it. I am shocked that Dish Network did not verify this with you. If you were renting the equipment, then Dish Network owes it to you to see that you have working equipment. Dish was probably referring you to a local service provider with whom they have no maintenance agreements, hence the $40. You could have offered to ship the unit back to them for repair/replacement as well, or insisted on being shipped a replacement. The reason I am stating avenues for keeping the service is that it is obvious that you wanted religious network programming and that fact should have been worth the $40 alone for a service tech. Just my 2 cents. OBE
Keith
Coffeyville,Kansas,
U.S.A.
I Have Used Sky Angel for over 10 years./Great Product
#4Consumer Comment
Wed, January 16, 2008
I have had both Dish,Cable and Satilite TV. I no of no company that would do what you are asking. I had a life time contract with them which unfortunatly is done when they switch to IPTV. I found the product to be GREAT. For anyone that has a family and are concerned about the programs they watch. I found the coments questioning if they are a Christian company STUPID. I was around 40 years ago praying for a Christian TV Station. It took years and a lot of risk takers to start the Sky Angle station. When they first came out they were not asking but $6 per month. You could pay up front about $250 for a life time of tv. I am sorry you had a problem. Unfortunatly the dish network carried the programing and if you lost air time it was because of that. Soon they will be offer the same great programing over DSL. I am going to once again enjoy what they offer. I hope as a Christian you can forgive and move on. Seems kind of pety in comparison to the forgiveness you have received.
