Sky staff are blatant liars!

chunkychocky

As others have said there is always FreeSat. We live in an area where we can't get TV through an aerial (a big hill one side and a river the other which means they can't put appropriate equipment there as it affects shipping), and as we are surrounded by private property have no way of getting cable even though all of our neighbours have it, so our choice is Sky or FreeSat. As you can get Sky you can obviously get FreeSat too. If Sky are so awful, which I can well believe as our experiences weren't brilliant, then just change to FreeSat.

faerie~spangles

Pmoneypenny:Sky staff are blatant liars!

Wow just wow, bit of an over reaction there methinks.

OP you sound like the type of Sky customer I thoroughly enjoyed dealing with when I worked for Sky.

Ofttimes I imagined them naked, veins pulsating in the neck, full of self righteous indignation at whatever imagined slight had befallen them at the hands of Sky.

Do you seriously expect a first line operator to know of every correspondence that has been sent out to each individual customer?

Moneymaker

faerie~spangles wrote: »

Do you seriously expect a first line operator to know of every correspondence that has been sent out to each individual customer?

Actually, that's exactly what I would expect from any decent computer database. Anything relating to an account number would be listed and instantly retrievable for at least 12 months.

Gordon_Hose

Moneymaker wrote: »

Actually, that's exactly what I would expect from any decent computer database. Anything relating to an account number would be listed and instantly retrievable for at least 12 months.

I'd agree with this. I'd expect all correspondence sent to me to be available for viewing on my file.

spike7451

Moneymaker wrote: »

Actually, that's exactly what I would expect from any decent computer database. Anything relating to an account number would be listed and instantly retrievable for at least 12 months.

Any letters that are sent out to the account holder are viable on Chordiant as I said above,but generic mailshots are not as these vary from area to area & sent out by an external outsourced company who does not have access to the customer database.
One big problem I found with Chordiant is that quite often the letter heading would show but the letter content would not.Also everytime a customers account is accessed,the log in details are recorded but,and this often happens with over seas callcenters,any action taken on a customers account is meant to be recorded in the Chrodiant notepad,but often isn't.

Moneymaker

What is Chordiant or a Chordiant?

[Deleted User]

Moneymaker wrote: »

What is Chordiant or a Chordiant?

What you describe above as a "decent computer database":p

spike7451

Moneymaker wrote: »

What is Chordiant or a Chordiant?

Sorry,should've explained,it's the main database that Sky use to log faults,diagnose problems,access customer accounts,upgrade/downgrade customers ect.
For example,when you call in with a broadband fault,the first line tech support uses the Chordiant database to troubleshoot.These steps are recorded automatically & then you manually type up your notes,selecting the fault type/description from the drop down menu.
This then creates a fault ticket that those in second line tech support (me when I did it) could see on the fault management system we used.
If a customer calls in over the Multiroom,where they've been billed X amount because the callbacks failed,then the CS can see from when this started,if any letters were sent to the customer & if any service calls were made.You can also see any discounts/offers applied to accounts as well as those authorised to act on behalf of the account holder.You can also,by doing an address search,see who has lived at that address & wheather the account is active,closed or suspended (for non payment)

yrp01

Chordiant is a terrible piece of software....So bad sky took the company that created it to court because it was so bad.

But basically yeah when you asked the guy "if there were any offers for existing customers" Then yeah he was probably right to say no. If you asked ive got a mailshot or a letter from you guys for 50% off for 12 months and £50 credit you would have got " 2 seconds ill check ....yeah its right here. Ill put that on the account for you"

We can retrieve any successful correspondance in the last 24 months but to find it is a completely different matter altogether.

Im 1 of these "supposed" blatant liars you speak of (Sky TV Help and Debt CS) and all i can say is. People call up asking for offers all the time so more than likely the person was saying yeah we don't have any atm sorry but if you cancel you will probz get an offer about 10 days into your notice which is not an existing customer offer its more of a 2nd attempt to persuade you not to leave and these offers are not immediately obvious when loading up your account.

spike7451

yrp01 wrote: »

Chordiant is a terrible piece of software....So bad sky took the company that created it to court because it was so bad.

But basically yeah when you asked the guy "if there were any offers for existing customers" Then yeah he was probably right to say no. If you asked ive got a mailshot or a letter from you guys for 50% off for 12 months and £50 credit you would have got " 2 seconds ill check ....yeah its right here. Ill put that on the account for you"

We can retrieve any successful correspondance in the last 24 months but to find it is a completely different matter altogether.

Im 1 of these "supposed" blatant liars you speak of (Sky TV Help and Debt CS) and all i can say is. People call up asking for offers all the time so more than likely the person was saying yeah we don't have any atm sorry but if you cancel you will probz get an offer about 10 days into your notice which is not an existing customer offer its more of a 2nd attempt to persuade you not to leave and these offers are not immediately obvious when loading up your account.

They were still 'updating' the troubleshooting for the broadband months after Sky launched it & we were often telling management that bits of it was wrong,yet it still took them months to add corrections,loads of steps were missing & it took at least 4 months to add Vista when that was launched.
IIRC it was developed in India...