I received an e-mail from a frustrated Setanta Sports subscriber a few weeks ago. The e-mail went as follows:
I have sent 5 mails to Setanta Ireland customer service over the last month. Other than the ‘autoresponder’ mails promising a response within 5 working days, I have only received one actual mail from Setanta apologising that my query had not being responded to and asking me to forward on the query again. Immediately upon receipt of this mail, I mailed them with a full outline of my query.
I have yet to receive a response to this mail.
I would be grateful for any assistance valueireland.com can provide in inducing a response from Setanta.
The gist of the problem as explained in the e-mails that were sent to Setanta Sports was as follows:
Hello. I recently subscribed to setanta sports. As I had never subscribed to sky before, I didnt have a sky box – so I bought a second hand box and card.
I now understand that over the coming weeks, sky intend to roll out a Card Change – replacing ALL current cards. I won’t receive this card from sky.
The only way I can continue as a subscriber to Setanta is if Setanta themselves can supply me with a replacement card.
In the absence of this or another suggested solution from yourselves, I have no choice but to cancel my subscription. Please advise by return mail. If I don’t hear from you within the next 7 days, I will assume that you have no solution to this issue and will proceed to cancel.
And here was my response:
Not being fully familiar with the in’s and out’s of Sky or Setanta subscriptions, my comments below would be based on generalities.
Given the detail provided below, I don’t believe that Setanta Sports can, or should, do anything for you. You have a contract with them to provide you with a sports package, and they are doing that.
What would be in your terms and conditions of that contract with regards to how you access their package?
Given the manner in which you’re accessing their package through the 2nd hand Sky box, I don’t believe that it would be the responsibility of Setanta to facilitate you continuing this arrangement following the changes made by Sky.
It is more than likely outside of the bounds of any Setanta customer service responsibilities to provide replacement Sky cards – surely this is only a Sky function. Is it likely that the fact that Sky are rolling out new cards is actually because of people accessing their service in the manner in which you have?
I’m sorry I can’t be any more positive, but as I said, on the basis of the information you’ve provided, this is how I would see things. The only issue you could feasibly have with Setanta Sports is the fact that they haven’t had the courtesy to respond to tell you that this isn’t their problem – you are their customer after all.
So, here we have an example of a customer who is enormously frustrated with the service provided by a company they’re paying money to.
However, in this scenario I think that the customer here had unrealistic expectations of what Setanta Sports could actually do for them.
Obviously, since this was a non-standard question for the customer service people at Setanta Sports, there was no standard scripted response – even to the point of being able to identify it as something that they couldn’t actually help with and allow a PFO response to be sent out immediately.
It’s worth remembering when dealing with customer service people – if it’s a standard question you’re asking, you’re most likely to get a fast and quick response to your satisfaction. But if you’re going outside the script, you may have to be a little more patient to allow them work out what to do – and potentially escalate to a supervisor or manager.