Having worked as a team leader on a customer contact centre for 5 years I have experienced both sides of customer service!
My most recent experience as a customer was with both comet/sky TV. I bought a new TV from comet and was told that even though I am an existing sky subscriber I was entitled to a nice new HD box to go with my nice new HD ready TV. So the lovely man in curry's gave me a leaflet that had a contact number on. I rang sky and stated I would like to take them up on the offer and the agent took the details.
It wasn't until they started whizzing through the T&C's at the END of the conversation, I thought something wasn't right. I had to ask the agent to slow down, and soon discovered that I would be tied into my sky contract for another 18 months, have to pay an additional £10 per month for the HD channels and I would also be tied into having multi-room for 18 months!
Not happy with this, I told the agent I didn't want to go ahead to be told 'but I’ve nearly processed the application do you realise how long it takes?'. By this point I was fuming, and requested that the advisor passes me onto her manager. Manager not available and would ring me back. That was at Christmas, and I am to still hear from the mystery manager (even though the sales team have rung me twice!). I have figured the easiest solution is to switch providers!!!!!!
Comments
George Davison, at 9:38am 3rd Mar 2010, wrote:
Sarah, sorry to hear of your problem with Sky, you are not alone here as many have protested at Sky TVs customer relations.
Try this out and see if you get satisfaction.
send an email to jeremy.darrach@bskyb.com
and give him all details of what has happened and the timeline for it all. You will get an email back from his secretary informing you that it is being looked into. if you have seen past posts from myself and others you will see that things happen when you contact this executive at Sky.
Good luck and put your outcome up for all to see on YSP
lou, at 11:16am 14th Mar 2010, wrote:
sky is totally rubbish and well over priced for the services you get, they are crap with customers and dont seem to care about us. My family has always had sky and they say they have had no problems with them, but i dont know how they can say that when like every month they were ringing sky up because sky had added another channel that they didnt want and then charging my parents for it. I have just got virgin media and i didnt pay for instalation and i got two months free, with virgin media i pay about £30 a month for a large tv package, 20meg broadband and a phone line, now you dont get sky giving you that. I can also phone them up at any time if something goes wrong and they dont charge me even if work needs to be done. EVERYBODY WHOS GOT SKY SWITCH CUZ THEY WILL SCREW YOU OVER.
Sarah Dunn, at 12:22pm 18th Mar 2010, wrote:
Thanks for your comments and advice guys, I have however decided to cancel sky altogether and go with virgin. I'm fed up of battling with sky (this is not the first issue I have had!)!!!!!
Barbara Bates, at 6:55pm 23rd Apr 2010, wrote:
One thing I notice about Sky is that you can upgrade on the website but you can't downgrade this way! You have to phone up, at your own expense and this can take ages.
CivilServant, at 7:46pm 27th May 2010, wrote:
The one irritation I have about Virgin is that they increase the price of the base parts of the package and inform you in written correspondence (I have not signed up for no paper). What this means is I get a lot of marketing stuff and some changes to terms and conditions and I don't know which is which.
Having said that, since I joined, my broadband connection has moved from 1Meg to 10Meg and the television package has increased. The only thing they are charging more for is the phone, which I don't use, so it makes little difference.
Hope this helps someone.
Please sign up or log in if you would like to post a comment.