Sky being difficult

propertyhunter

Well, my mum decided to send them a complaint email (as if we will even get a response). I will chase Sky to see what they can do. I really want to cancel the contract, but it's not up to me. I don't know what level of contempt my parents are willing to endure, but it seems like they have a high threshold. 

Sebi_895

propertyhunter said:

Hello, 
Don't suppose anyone has had an offer agreed over the phone with Sky, and they don't honor it when you call back a 3 days later to confirm?
They are saying that the offer was only available at that moment in time, but this wasn't made clear before we hung up. Now they are not willing to honor their word. We are really disappointed by their customer service and wish to leave them as a result, but my father really wants to stick with Sky because he's used to them. However, after 10 years with them, they clearly have complete disregard for his (misplaced) loyalty.
Apparently a manager will call us back by tomorrow - let's see if this happens.
Has anyone else had a similar experience, and how did it get resolved?
Thanks

Hi propertyhunter - I understand your predicament re parents not being tech savvy and wanting to stick with what they know. I have spoken to Sky on numerous ocassions to obtain a better deal and they have always helped. I would call them, choosing the option that you want to leave, then once you get through let them know what was offered originally and how they failed to honour their end of the deal. Mention the 10 years of loyalty, make that point stick and ask them what they are willing to do to retain your service - a friend of mine who worked with Sky recently left and did mention that they are losing customers by the shed load, so will make attempts to retain customers - if you get lucky and get an understanding rep you might get what you ask for. Don't expect them to call you, you will have to chase them.

jem16

propertyhunter said:

Well, my mum decided to send them a complaint email (as if we will even get a response). I will chase Sky to see what they can do. I really want to cancel the contract, but it's not up to me. I don't know what level of contempt my parents are willing to endure, but it seems like they have a high threshold. 

I usually found that a complaint email to the CEO resulted in a call back from the higher level executive complaints team who usually sorted any problems out. 

RogerBareford

propertyhunter said:

Well, my mum decided to send them a complaint email (as if we will even get a response). I will chase Sky to see what they can do. I really want to cancel the contract, but it's not up to me. I don't know what level of contempt my parents are willing to endure, but it seems like they have a high threshold. 

Well it sounds like Sky have judged this well because they offered a discount to try and get your parents to stay but have now determined they won't actually be leaving so why would they want to offer a big discount for customers who will pay more and stay with them anyway?.

Their job is to offer the smallest discount to retain customers and offering big discounts to customers who won't leave anyway is bad business sense.

If it were my parents i would just say well if your unhappy enough with them to raise a complaint then why would you want to stay with them when you have the chance to leave now?. Then it's up to them what they do.

propertyhunter

RogerBareford said:

If it were my parents i would just say well if your unhappy enough with them to raise a complaint then why would you want to stay with them when you have the chance to leave now?. Then it's up to them what they do.

Exactly - Sky have them over a barrel and I can't persuade my parents to drop them. I know that Sky will only come crawling when you've left them. Just today, as an ex-Sky customer myself, I received the following text: "Hi, it's Sky. We miss you! Come back today and get Sky Glass." 

propertyhunter

jem16 said:

propertyhunter said:

Well, my mum decided to send them a complaint email (as if we will even get a response). I will chase Sky to see what they can do. I really want to cancel the contract, but it's not up to me. I don't know what level of contempt my parents are willing to endure, but it seems like they have a high threshold. 

I usually found that a complaint email to the CEO resulted in a call back from the higher level executive complaints team who usually sorted any problems out. 

Thank you, will give it a shot

HaroldWren5

propertyhunter said:

RogerBareford said:

If it were my parents i would just say well if your unhappy enough with them to raise a complaint then why would you want to stay with them when you have the chance to leave now?. Then it's up to them what they do.

Exactly - Sky have them over a barrel and I can't persuade my parents to drop them. I know that Sky will only come crawling when you've left them. Just today, as an ex-Sky customer myself, I received the following text: "Hi, it's Sky. We miss you! Come back today and get Sky Glass." 

I think frankly the best way to teach them a lesson is to leave. And like you said they will then come back offering you the sun and the moon to try to get you back. Meanwhile, you can get the equivalent (or even better) elsewhere for in most cases a lower cost!

Ian1961

Will they really notice a change in Broadband supplier? I can understand the television side of it for them as they're used to using that remote for the channels they want to watch. The only downside on the Broadband side is swopping over on the day and changing any wi-fi stuff you need to change to suit.

HaroldWren5

Ian1961 said:

Will they really notice a change in Broadband supplier? I can understand the television side of it for them as they're used to using that remote for the channels they want to watch. The only downside on the Broadband side is swopping over on the day and changing any wi-fi stuff you need to change to suit.

 @propertyhunter I agree  I would certainly change the Broadband. 

propertyhunter

I don't think it's the broadband that's the problem - it's the TV package. This is what they currently have: Sky HD Box, Sky Signature (no HD recording) and Sky Sports - all for the grand old sum of £72.50. 

There is no SkyQ box. They have had the same box for coming on to 11 years.

I only found out about it because I saw the letter when I came home.

Everyone's thoughts on the above package is appreciated.