I Broke Sky Box Office!

dexters_mum_2

Hi all

I am fuming so much!!:mad:

Yesterday, hubby decided that he'd like to have Wrestlemania on Sky Box office, fine, so tried to order it via the remote but it wouldn't work, so tried the automated booking line, no luck there either but got through to an operator who told me instead of £14.95, I'd have to pay £15.95 AND a billing charge of up to £5 :eek: , so I declined to pay that way. The woman on the other end said there was a fault on the automated line but to keep trying, if I didn't want to pay the charges.

I did that and managed to book the event.

Husband sat and watched the first 10 mins, then it all went blank and told us to order the event, but we already had, completed the order and waited for Sky to cut me off after saying it was confirmed.

So, dragged from my bed, I had to call Sky and if you call after 12am, you're put through to their outsourced call centre and oh my goodness, this was the worst experience I had ever had. The poor girl could barely speak nor understand English and she struggled to tell me that the event had not started, even though it had and hubby had been watching the first match.

Put on hold, without warning, she came back and said 'oh you only get repeats', I said 'No, you get the live event plus the repeats' 'oh no, you get repeat only on 4 April only'....'No, I bought a live event I get the event plus repeats' put on hold again without warning....

And so it went like this last night:

Sky:'Oh yes Mrs DM, yes you ordered live but you can't have it'
Me:'Why?'
S:'Because'
M:' I can't have an event I paid for, Live, when it is on, why is that?'
S:'I don't know'
M:'Can I speak to a supervisor?'
S:'No, we no are supervised'
M:'OK, but can you please sort out my order?'
S:'No'
M;'Why?'
S:'I don't know'
M:'OK, but I bought the event?'
S:'Oh yes, you bought it but I cannot fix it for you to have it, it has not started'
M:'It has, it is 00:30, it has been on for half an hour'
S:'It has not started yet, it starts at 11:59pm BST'
M:'Yes, I know, it's 00:30am here and it has started'
S:'You are wrong'

On Hold (without warning)

Sky: 'Mrs DM?'
Me: 'yes'
S: 'I've cancelled the event for you as request'
M: 'No I didn't request that'
S: 'I know but it is better'
M: 'Why?'

Hold again..............

Sky: 'Ok, please hang up and call back, I cannot help'
Me: 'Oh.....'

Hung up.

Fuming, hubby re-ordered Wrestlemania and it came on within minutes, an hour after the start.


I called Sky today to complain this is the conversation

M: Hi, I ordered a box office event last night, I missed the first hour and the service was really awful, so can I lodge a complaint please?'
S: Yes, can I take the details...

Details given

S: So you didn't order via the remote?
M: No, it wouldn't work
S: You ordered on the phone?
M: Yes
S: What time?
M: 10:30pm ish
S: Right well you caused that yourself, your ordered it too late and it is obvious that the modem cable is broken, that's why you've broken box office
M: What?, you are saying I ordered to late, when my husband ordered at 00:50 and got it back by 1am? and I broke box office? How?
S: It just broke
M: What are you on about?
S: Well you have the repeats
M: I realise that, but my husband wanted to watch it live.
S: Why?
M: Because he did!
S: OK, well there is nothing we can do
M: I'm considering ending my contract
S: So? Do you want me to put you through or something
M: No, I'd just like you to check whether I have been charged twice and ask for an report to be raised about the faults
S: I can't do that
M: Can I speak to a supervisor?
S: No, she's on lunch
M: Can I have a call back?
S: Yes but she won't be back til Thursday
M: Ok, is there anyone I can speak to to get this resolved
S: Me
M: You aren't really resolving the problem
S: (aggressive tone) REALLY??
M: No, I wanted to raised a complaint about the service and you've not apologised, nor offered an explaination for the faults last night
S: (shouts) You broke Box Office!
M: I didn't, I'd really like to speak to a manager
S: (louder) No
M: Ok, may I have your name
S: Why?
M: I'm writing in to complain
S: Why?
M: The service has been awful for the last two days!

Silence

S: Ok, I'll credit your account with the £14.95, you won't be charged, My name is Louise (NB I have changed the name)

M: Thank you

S: Are you still writing to complain

M: Yes

Sky hang up at this point.


I am so considering moving away from Sky now.

I can't see how I broke box office, can anyone advise me on how I broke it??!!

I was so angry when I got off the phone, I remain calm on the phone because I used to work in a call centre and hated people being aggressive, but in this case it was Sky getting aggressive. All I wanted was to raise the complaint I didn't want a refund or anything but yes it was good to get one.

Posting my complaint letter later today

AAAAAAAARRRRRRRRRRRRRRRGGGGGGGGGGGGGGHHHHHHHHHHH!

DM

sarahg1969

I know I shouldn't laugh, and I'm sure you are pretty fed up about it, but...

you've brightened up my dull afternoon in the office.

I'm sorry. Sky are crap.

dexters_mum_2

I'm glad I have brightened your afternoon!

DM xx

Sammz

Sorry, can't help but had to laugh at:

M: Can I speak to a supervisor?
S: No, she's on lunch
M: Can I have a call back?
S: Yes but she won't be back til Thursday

I want lunchbreaks like that

KILL_BILL

yes its ironic with the crap excuses that they blame the customer when their equipemnt is at fault when sky the ones are at fault

i ditched sky 1 and half years ago

if i want to watch stuff which normally would be on sky i just download it off the internet as it gets posted within an hour or so after its shown in the states and its free - so think of all the money you could be saving !!!1 lol

dexters_mum_2

Yes so do I :beer:

michilin27

:rotfl: :rotfl: :rotfl: sorry to laugh too but the lunch bit is so funny!!! i cant offer u any advise on how u broke sky box office- i dont even know what that means??!!but thanks for the laugh!!!

baldelectrician

Ditched SKY at the beginning of the year.

Saved £38 per month. Well worth it.

Got a PC that records freeview, and it doesn't play up as much as the SKY box.
Has anyone noticed SKY digi boxes seem to spit the dummy out in the last month or so of the contract?

On a lighter note-
I was with orange, and I got charged for insurance on a phone I never recieved- I cancelled the upgrade.
After 2 weeks of calls and getting the run around I insisted on a supervisor. The conversation went:
ME - Hello ? Is this Kermit?
Orange: Kermit?
ME: I have talked to every muppet in your office without success, am I talking to the muppet in charge?
Orange: ..huff

To give the guy his due he actually sorted out the problem the same day, so I aplogised for calling him kermit.

bottleredhead

What are sky on?! Wouldnt mind a pint of it meself!

I hope you get this sorted out.

Sorry but I can't help but :rotfl: at your conversation!

How you stayed calm is beyond me.

Good luck

Amalea

baldelectrician wrote: »

On a lighter note-
I was with orange, and I got charged for insurance on a phone I never recieved- I cancelled the upgrade.
After 2 weeks of calls and getting the run around I insisted on a supervisor. The conversation went:
ME - Hello ? Is this Kermit?
Orange: Kermit?
ME: I have talked to every muppet in your office without success, am I talking to the muppet in charge?
Orange: ..huff

That is sheer brilliance!! Love it!

To the OP, hope you get it sorted, what a bunch of numptys!

nicolarichard

Get it cancelled - the money grabbing you know whats! The service you received was disgraceful - is there an independent watchdog you can complain to too? Shame on them!