Call center person put the phone down ver rude

[Cazzaa]

absolutely  disgraceful  service call centre  staff put the phone down on me another  complaint  going in to head office  still not resolved  my last issue  being going on nearly  2 month now 

[Daniel0210]

@Cazzaa 

As customers like you we don't know any background to the issue or your call. I don't know how heated the conversation got but I believe agents are instructed to hang up should the caller become abusive during a call. 

[caesarome]

You are only telling other customers on here but I generally find the agents are fine if you are fine with them...

[Cazzaa]

I was not abusive or was rude trying  to sort my complaint  out so no the facts before  replying  to a message  ombudsman  will be getting  my complaint  your staff need to listen instead  of talking over a customer  because  that is rude and bad manners 

[GD1 · Accepted solution]

@Cazzaa  We are all customers here, we are not Sky staff as clearly shown within our posts.

You need to log a formal complaint  with Sky first before rushing off to the Ombudsman who will tell you to complain to Sky 1st, then they have 8 weeks to resolve the complaint, then & only then after a deadlock can you go to the Ombudsman.  https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[Cazzaa]

I have already  complained to sky 

[Daniel0210]

@Cazzaa 

Then you need to wait the 8 weeks to see if it's resolved. 

[TimmyBGood]

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@Cazzaa wrote:

  ombudsman  will be getting  my complaint 

---

There is no relevant 'ombudsman', and Ofcom is a regulator, not an arbiter.

The Sky complaints process escalates to an appointed ADR (Alternative Dispute Resolution) service, but only at deadlock or after eight weeks.

If your complaint relates to Sky Broadband, Sky Talk, Sky TV, Sky Mobile or our complaints handling process, and we haven’t resolved your complaint to your satisfaction within eight weeks of you first making your complaint to Sky, or if you’ve received a notification from us saying that your complaint has reached "deadlock" with nothing more we can do, you have the right to take your complaint to the Communications and Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme who will review your complaint. If it decides that your complaint is justified, Sky will act on any decision made and put things right for you.

If your complaint remains unresolved after eight weeks, we’ll send you a written reminder of your right to go to CISAS. We’ll also send you a deadlock notification on your request, unless there are further steps we can take to resolve your complaint in a timely manner. We won’t send you a reminder or issue you with a deadlock notification if your complaint is vexatious or outside the jurisdiction of the scheme.

[Cazzaa]

It's over 8 weeks when I complained you will soon ring when I cancell My direct  debit might get some answers  then 

[Daniel0210]

@Cazzaa 

You don't seem to be fully reading the replies namely you aren’t talking to Sky Customer Services here. This is a customer based forum where we try to help other customers.

A lot of frustrated customers think the answer is to cancel their direct debit. That will cause you massive problems, firstly that Sky won't talk to you. 

[MarkGoldsmith]

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@Cazzaa wrote:

It's over 8 weeks when I complained you will soon ring when I cancell My direct  debit might get some answers  then 

---

Seriously all cancelling your direct debit is going to do is cause more issues and cause a larger debt to be incurred to Sky, which subsequently will get the debt collectors invovled and negatively affect your credit rating.

At the end of the day, if you are proved right and correct Sky will have no issues refunding any potentially monies owed but you need to let the process play out.

When you raised the complaint did you do it via the methods/channels listed here: https://www.sky.com/help/articles/how-to-make-a-complaint

[daveNOS]

I think we can see why the agent may have hung up, the OP clearly takes no notice at all of what's being said.

I'm sure that if it's been more than 8 weeks since a valid complaint was made and no resolution was in sight Sky would have directed the OP to the alternative dispute resolution service(CISAS for Sky TV, broadband, talk and mobile or the financial ombudsman for credit disputes).

[Sheamus86]

They are horrible the staff at sky not one of them likes to help very argumentive especially who is suppose to be an executive support advisor he is the rudest person I have ever come across in all the years dealing with tv providers. After telling him I had bi polar he then proceeded to talk down to me telling me that the chat was boring to him and did not resolve anything. They do not know how to handle customer request respectfully. 

[Daniel0210]

@Sheamus86 

There is no excuse for rudeness but moving forward it could be worth considering registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning
https://www.skyaccessibility.sky/

(Some customers may also benefit from reading this link)
https://www.sky.com/help/articles/third-party-assistance

[Whatever125]

Incompetence is Sky customer service middle name.

There is no point in complaining, they honestly do not care. No point in going to the ombudsman because they appear to never do anything and seem to pretty much side with the company the complaint is against.

They will get their comeuppance one day.

Changed all my services to VOIP over superfast Virgin Media, which is going to give me 362mbps for £29.99 a month. So tata Dino Sky.  No more of their throttling the network, no more horrific customer service, no more ignorance and arrogance, and most importantly,  YOU SKY, no longer get a single penny from me.

Result. The way to beat the horrific Sky company in general, is to simply change provider and run your home line over VOIP.

Good luck.