Television - Missed appointment

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Based on resolver’s experience to date, contact your TV provider’s installation department to complain that the engineers did not turn up as per their appointment. You should contact your TV provider’s customer services department if the engineer does not turn up and request an explanation and a new appointment as soon as possible. This will give them the chance to put things right for you. It also ensures that the company is aware of the problem so, if appropriate, they can rectify the problem to stop it from happening to others. You should be compensated in some way for the inconvenience. If you are not happy with the response then you should escalate to a higher point of authority. This gives a more senior member of staff the opportunity to look into your complaint. resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to. It can be an inconvenience when an engineer does not turn up!

resolver can help you resolve any issue arising for free, quickly and without hassle. As a first step we can assist you in writing your letter of concern. You can click on the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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