Sky Customer Service is rubbish

therevelator

Just wanted to vent about Sky's customer service.

Whenever I call them, I'm always on hold for at least 10 mins and then get told I've come through to the wrong department - then put on hold for another 10 mins.

They also don't have an email service (probably because the staff are illiterate).

spike7451

The reason they don't have E-Mail is a lot of Sky's departments are outsourced & to prevent the possibility of fraud,the agents are only allowed to type entries onto Sky's SMS System,Chordiant,or other approved on line tools.
We asked about E-Mail when I was at Sky broadband but that was refused by Sky on the basis that an unscrupulous agent could e-mail someones bank account details/CC details ect to a third party.

penrhyn

Not my recent experience.

I have had cause to contact broadband cs a couple of times during the last 6 months, first time over my dying router, second time regarding squeezing a bit more oomph (tech term) out of the connection.
On both occasions the call was answered quickly, the staff knowledgeable and efficient, and sorted out my problems without hassle.

I also had need to call TV cs regarding me losing some HD channels, again phone answered promptly and problem sorted out.

Over the Christmas period a number of call centres were running with reduced staff due to the weather, maybe that was the problem.

MinniMe_2

I agree that Sky CS are rubbish but tehy do have an email service - If you log onto your Sky account at sky.com you can do it through there.

therevelator

It's not easy to access the email service and so it's pretty obvious they don't want you to contact them that way - when you click on the 'contact us' option it only gives telephone options - no doubt because it pays to have people on hold.

jamesy1986

Aye cheers for that. I'm certainly not illiterate.

If you want through to the right department then learn to use a phone !!!!!!, its not hard to get through to the right one.

Inactive

That would be on their revenue generating 0844 numbers.

That is why they don't want you to use emails.

GRM

therevelator wrote: »

It's not easy to access the email service and so it's pretty obvious they don't want you to contact them that way - when you click on the 'contact us' option it only gives telephone options - no doubt because it pays to have people on hold.

http://www.sky.com/helpcentre/contact-us/



Clicked on Help then clicked on Broadband - seemed pretty easy to find.

Trow

I phoned Sky the other night. The call cost me nothing, and the person on the other end of the phone was helpful and chatty. I had two queries, one of which wasn't his department, but because he also has Sky broadband and had the same issue, he was able to answer my question on that as he had phoned them about it himself a few days earlier without transferring me to another section.

I could not fault him at all.

jamesy1986

Inactive wrote: »

That would be on their revenue generating 0844 numbers.

That is why they don't want you to use emails.

Its free depending on the time of the day/night

Inactive

jamesy1986 wrote: »

Its free depending on the time of the day/night

Try ringing it on a mobile at any time of day.