topic Re: MG in Sky Q

MG

Malcolm2728 — Tue, 20 Jun 2023 10:46:13 GMT

How do you get through to speak to a manager or someone with any authority at Sky - spent hours on the phone and over a week wasting my breath

Re: MG

Daniel0210 — Tue, 20 Jun 2023 11:22:59 GMT

@Malcolm2728

All calls go through to the next available agent, wherever they are based (UK or overseas). There is no separate number for a Supervisor. Perhaps if you tell us your Sky+ issue someone here may be able to advise you.

Re: MG

GD1 — Tue, 20 Jun 2023 12:29:59 GMT

@Malcolm2728 All customers go through to trained advisers, ther is no magical number or route to speak to managers, managers tend not to be customer facing and aren't expected to man the phones in the off chance some one demands to speak to them.

Re: MG

Mark39 — Tue, 20 Jun 2023 12:33:58 GMT

@Malcolm2728 wrote:

How do you get through to speak to a manager or someone with any authority at Sky - spent hours on the phone and over a week wasting my breath

From my experience on the forum and personally, managers don't normally speak directly to customers. Where necessary a call centre adviser can refer to a manager for guidance which the adviser will relay back to the customer. We may be able to guide you on how to proceed if you can tell us how a manager would be able to help you.

Re: MG

Malcolm2728 — Tue, 20 Jun 2023 13:13:38 GMT

Thanks for the replies - my house got hit by Lightning and I need a new Q box - 3 times I have been promised it has been posted and all of them lied - how difficult can it be to put a new one in the post !

Re: MG

GD1 — Tue, 20 Jun 2023 13:16:46 GMT

@Malcolm2728 Does anything show in your order tracking page? https://www.sky.com/ordertracking

Re: MG

Daniel0210 — Tue, 20 Jun 2023 13:17:00 GMT

@Malcolm2728

As you've now mentioned Sky Q I've moved your post to the Sky Q board. Sky don't send out replacement boxes by post. They are delivered by courier and are normally swapped on the doorstep.

Re: MG

Malcolm2728 — Tue, 20 Jun 2023 13:32:02 GMT

I rang thenm today as the last "manager" promised me it would be here today but I discovered it was not even on order.

Re: MG

Mark39 — Tue, 20 Jun 2023 14:26:40 GMT

What did they say today?

Re: MG

bob1234 — Tue, 20 Jun 2023 16:14:15 GMT

@Malcolm2728There is no excuse for Sky not doing what they say, you could make a formal complaint .

https://www.sky.com/help/articles/how-to-make-a-complaint

I wonder if it is being blocked by someone as you may have to pay for replacement boxes as lightning damage is not covered as a normal repair.

Re: MG

Malcolm2728 — Wed, 21 Jun 2023 05:25:04 GMT

Thank you for the reply and information = most useful.

I offered to pay for the new box and was promised three times it had been sent out, return calls never materialised, put on hold until I gave up and transferred between pillar and post more times than I can mention -my house was hit by lightning, so I am going through enough stress without being lied to and messed around for hours ! a full week of unprofessionalism and trauma.

I will be making a formal compliant.