Sky's Customer service

swlabr1982

Hi,

I rang up SKY to inform them I'm no longer wanted the movies package and to remove the sports and movies from my account. On doing so the guy said he could offer me a deal to keep them for nothing for two month and if I didn't want the pack, to ring up on 29th March and cancel it. If I didn't I'd be charged. Fair enough I thought. I added a reminder into my phone and on the 29th, rang to cancel it only to be told that there was never such an offer and it was half price for one month! I contested this and the lady was quite simply not bothered about my query or that I believed that I was mis-sold something. She was more than happy to direct me to a complaints department I had to email or write to.

I have done this only to be told via email that there was no such offer and they have credited my account with £22.50 (where they get that from I don't know) and that they strive to provide great customer service etc all the usual templated response waffle.

In neither of my contacts with Sky have I felt that my query has been handled with care and attention. It feels like all they want to do is brush it off as nothing and that I'm looking for money. during my initial call the lady I spoke to said , 'I can't add a credit to your account'. Why can't they realise its not always about the money but the principle!? Surely the guy who made the offer is on some sort of bonus for keeping customers/ customers on high price packages hence the 'sales' pitch.

Has anyone else had this sort of experience with Sky?

Blackpool_Saver

oh yes, I rang to take advantage of the multi room lite and was rushed into going on it before being told I needed to have two active phone lines and would need engineer work. I said no, don't go ahead but he already had and now I am signed up and have even received a card for the other sky box, I have since phoned and can't make them understand, suppose I shall have to try again.... uuugh

jd87

Sky really are disgraceful aren't they. If you call them and try to make any kind of complaint, or anything more than a basic request, they just get to the end of their script then say "sorry can't help you, write to customer relations".

I don't know of any other company where you can only make complaints by writing. Absolutely disgusting.

Laz123

They have to be the worst customer services out of all companies. I had to write to Trading Standards to complain. I'd never use them again, ever.

Markb06

Blackpool_Saver wrote: »

oh yes, I rang to take advantage of the multi room lite and was rushed into going on it before being told I needed to have two active phone lines and would need engineer work. I said no, don't go ahead but he already had and now I am signed up and have even received a card for the other sky box, I have since phoned and can't make them understand, suppose I shall have to try again.... uuugh

You only need one phoneline not two. Both boxes must be connected to the same line. No need for two at all.

Blackpool_Saver

Markb06 wrote: »

You only need one phoneline not two. Both boxes must be connected to the same line. No need for two at all.

I thought after 12 months you didn't even have to have one....

McKneff

I have been with SKY now for about 12/15 years and i have to be honest i have never in all this time had a problem with customer services.
Had a major problem with my router/broadband a couple of years ago and the lady who talked me thought the problem (i was a newie to broadband at the time) had the patience of a saint, took her half an hour but she sorted out the problem over the phone. Everything was great, i wish i had got her name i would have written to her boss.
Sky customer service - Best then American Express Customer Services and then EDF electricity. Speak as you find I say

wealdroam

Blackpool_Saver wrote: »

I thought after 12 months you didn't even have to have one....

If you have multiroom, both boxes have to be connected to the same phone line.

Apparently this is to stop you having two boxes on a multiroom contract and using one box at another address.

Laz123

McKneff wrote: »

I have been with SKY now for about 12/15 years and i have to be honest i have never in all this time had a problem with customer services.
Had a major problem with my router/broadband a couple of years ago and the lady who talked me thought the problem (i was a newie to broadband at the time) had the patience of a saint, took her half an hour but she sorted out the problem over the phone. Everything was great, i wish i had got her name i would have written to her boss.
Sky customer service - Best then American Express Customer Services and then EDF electricity. Speak as you find I say

But in all that time have you ever tried to cancel or downgrade your package?

whatmichaelsays

Laz123 wrote: »

But in all that time have you ever tried to cancel or downgrade your package?

Woe betide a company should ever try to retain business.

After all, their purpose in life is surely to do us mere mortals a favour?

Blackpool_Saver

It's not just that is it? read my post, I wanted to add something...........