Wire and Sky Ltd

Fantastic but very scary experience.
I abseiled down the orbit at the Olympic Park for charity on Sunday. Although I was scared when it came to going over the edge, my instructor made me feel at ease. All of the instructors were not only friendly but very professional.
The Go pro footage was very sharp and good value for money.
Thanks to all the staff at Wire and sky.

Great views of LDN skyline. Abseil was amazing, you can go down at your own pace. And you do it in pairs, so useful if you're in groups of 2. Staff were great too, very helpful.

I booked an abseil on the ArcelorMittal Orbital to raise money for charity. It was my first abseil and I was extremely nervous. I also had a poorly right arm, but the team were fantastic at making sure I’d be comfortable. The scariest bit was standing on the edge and lowering your body. It took me a while to find the courage to lean back. But the two girls were fantastic and so patient. I wish I could remember their names! Once I released my feet, the actual abseil itself was amazing! I was smiling all the way down. Beautiful views and you can go at your own pace!! I’d love to try it again once I’ve got over this one!!

The team in the day was so helpful and friendly! I want to say a big thank you to Gerrmain, Linda, Matt and Susie!

I really enjoyed the ArcelorMittal Orbit Abseil experience, which was given to me as a gift. Staff were friendly but the instructor made me quite nervous as I wasn't given an overview of what I had to do before I did it, so each step was a "surprise" - not what you want at a very high height! However the views were great and I'm pleased I did it. Sadly too the record button on my GoPro wasn't pressed properly so I didn't get a video of my experience, but the team were quick to refund what I had paid for that.

Thanks for the lengthy yet somewhat futile response. Maybe actioning these few simple points would make the experience less subject to dissatisfaction and result in fewer complaints:

1. Your team have radios, you know how long approximately people could will be waiting for. How about just have both parties communicate with each other and then the participant do they can decide on where to wait etc? Stating small print and T&Cs isn't really customer focused.

2. You are describing taking and uploading a photo like there is an army of scientists working behind the scenes. Digital cameras have been around since early 2000's so how about:

i) Choose a technology that has some local storage so in the event of failure to upload to the cloud you still have something on the local device?

ii) Maybe use the 90min wait time set out in T&Cs to test the technology is working with a simple picture and upload? You spend time checking harnesses, cables, carabiners etc so why not that?

I don't believe you appreciate how the photos and films are valued by your customers.

Your welcome...

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We are quite upset and disappointed with our experience with Wire and Sky. We were notifed last minute that the GoPro option was now no longer available but were told not to worry as they would take some amazing pictures with a hi-res camera which was a much better option. On the day we were delayed by over and hour and a half and had to sit in the viewing gallery hunched up in a tight harness. When we were finally called up the heavens opened and it started to rain which makes the platform quite slippery and I slide down a few feet off the balcony due to this on the initial decent.

My sons rope was constantly tangled which was frustrating as it slows you down significantly.

Once down we handed back the equipment and eagerly awaited our pictures to he uploaded.

After 48 hours still no pictures so I emailed in and was informed there had been a "technical issue" and they would be uploaded soon. After 4 days we received an email stating the pictures could not be located and were gone!

Wire and Sky sent us an email offering a 25% discount on our next booking which is frankly outrageous. With these types of experiences having some photographs or video is absolutely essential!

I think they would have at least offered vouchers to do the decent again or a refund?

Reading the reviews there is not much understanding about customer service.

We recently did an expedition to Wales and did activities and the customer service is superb in comparison!

Not worth the money if I am completly honest. £100 for not even 5mins of abseiling and no photo (need to pay extra for photos, if the system actually works on the day)
If you want to use your go-pro need to pay £5 for this, also make sure to take the correct piece to be able to put in on the helmet (Mounting Buckles), otherwise the staff on the ground will not be able or willing to find alternatives so you can record the experience. Also double and tripple check if the camera is recording yourself, do not expect the team to do this for you, they don't care if the camera is recording or not.
Sadly my experience was not good, stressful situation before the abseil because of the go-pro, extra payments, and in the end no photo as on the day the system was not working and no-one new, couple of weeks after I get an email stating that "there was an error which affected photos being uploaded onto the system, which is why they have not been able to view since. Our team on the day was not to know this and they did everything right in the way photos were taken - it's unfortunately a case of the technology failing us on this occasion" So if you do it, double, tripple check that ALL is working.
Hope you have better luck!

So upset and disappointed with my experience. The Go Pro wasn’t checked before abseil so unable to record the event. The rope supporting us was all tangled leaving the experience painful. When querying as to why they stated “this has happened 3 times today…. Oppps” then laughed. I raised £2000 for dementia uk and have nothing to show as evidence this has taken place. I was refunded the go pro but promised a refund of the abseil which is going to dementia uk but nothing. The staff in the office at the abseil could not care less of the experience we had had. Many customers upset and cross with today’s unorganised experience. Was a shame as