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Discussion topic: Disgusting customer service

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This message was authored by Daniel+B9 This message was authored by: Daniel+B9

Disgusting customer service

So I called Sky to downgrade my sports due to the near £60 pm cost. The customer advisor clearly did not listen to what I was saying and wanted to try upsell me movies. I told her my frustrations with Sky and the cost and the lack of offers for loyal customer vs new customers. This particular advisor then proceeded to laugh at me while then lying and saying she wasnt luaghing at me but laughing none the less and I find this extremely unprofessional and I hope some one at Sky takes note of this as I would love an explanation on your training methods!@sky


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This message was authored by Daniel0210 This message was authored by: Daniel0210 Answer

Re: Disgusting customer service

Posted by a Superuser, not a Sky employee. Find out more

@Daniel+B9 
You aren’t contacting Sky Customer Services by posting on here. This is primarily a customer to customer forum.

 

From a few recent posts here it does seem that decent deals are increasingly hard to get. It appears that Sky are prepared to allow long term existing customers leave rather than offer them a good discount to renew for another 18 months. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM

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This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: Disgusting customer service

Posted by a Superuser, not a Sky employee. Find out more

@Daniel+B9  Your not addressing sky by posting on here as we are primarily a customer helps customer forum only 

 

see below if you want to make a complaint 

 

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


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Please note: I only provide help on the main forums and not via PM
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This message was authored by Daniel0210 This message was authored by: Daniel0210 Answer

Re: Disgusting customer service

Posted by a Superuser, not a Sky employee. Find out more

@Daniel+B9 
You aren’t contacting Sky Customer Services by posting on here. This is primarily a customer to customer forum.

 

From a few recent posts here it does seem that decent deals are increasingly hard to get. It appears that Sky are prepared to allow long term existing customers leave rather than offer them a good discount to renew for another 18 months. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Mark39 This message was authored by: Mark39

Re: Disgusting customer service

Posted by a Superuser, not a Sky employee. Find out more

@Daniel+B9 wrote:

This particular advisor then proceeded to laugh at me while then lying and saying she wasnt luaghing at me....


Perhaps the adviser was being truthful and not laughing at you at all....

Daniel+B9
Topic Author
This message was authored by Daniel+B9 This message was authored by: Daniel+B9

Re: Disgusting customer service

So an advisor can be truthful whilst laughing? I have never been laughed at whilst speaking to sky! 

This message was authored by Mark39 This message was authored by: Mark39

Re: Disgusting customer service

Posted by a Superuser, not a Sky employee. Find out more

Who knows? Perhaps one of her colleagues pulled a funny face at her, or passed her a humorous note. Still unprofessional, I agree, but her laughter may not have been directed at you.

Daniel+B9
Topic Author
This message was authored by Daniel+B9 This message was authored by: Daniel+B9

Re: Disgusting customer service

Im not one complaining however in this instance it was unprofessional and should never have happened. 

This message was authored by MCB1 This message was authored by: MCB1

Re: Disgusting customer service

The whole customer experience with Sky TV  customer service is appalling, the worst I have ever come across, I dread having to contact them as it's a painful, drawn-out process that could be, and used to be done so much better.  I have been a Sky customer for 25+ years but will certainly not be renewing when my contract ends this Nov as they do seem to be almost taking the **bleep**!

This message was authored by KD1999 This message was authored by: KD1999

Re: Disgusting customer service

everytime I call up sky, so reluctant to help and will mis advise you to do anything to not help, very stressful and frustrating as I pay over £100 for the bill a month. Get told I will get £80 back in credit and then get told I won't as I stopped a payment to prevent getting billed twice all because they said that payments do not process until 10 days so decided to take another £100 off me and made out it was my fault as I paid online. Ridiculous service

This message was authored by Anonymous This message was authored by: Anonymous

Re: Disgusting customer service

How jolly unprofessional to be happy at work!!!

 

That said their general level of CS has plummeted since the Comcast takeover as they don't seem to care if you like it or not, it's all down to trying to make every dollar count. I think they realised that they massively overpaid for Sky.

This message was authored by Anonymous This message was authored by: Anonymous

Re: Disgusting customer service


@KD1999 wrote:

everytime I call up sky, so reluctant to help and will mis advise you to do anything to not help, very stressful and frustrating as I pay over £100 for the bill a month. Get told I will get £80 back in credit and then get told I won't as I stopped a payment to prevent getting billed twice all because they said that payments do not process until 10 days so decided to take another £100 off me and made out it was my fault as I paid online. Ridiculous service


That was entirely your fault I'm afraid.

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Disgusting customer service

Posted by a Superuser, not a Sky employee. Find out more

@KD1999 wrote:

everytime I call up sky, so reluctant to help and will mis advise you to do anything to not help, very stressful and frustrating as I pay over £100 for the bill a month. Get told I will get £80 back in credit and then get told I won't as I stopped a payment to prevent getting billed twice all because they said that payments do not process until 10 days so decided to take another £100 off me and made out it was my fault as I paid online. Ridiculous service


There is no need to make a manual payment and this should never be done unless Sky have asked you to do so because they were unable to successfully take a payment. The T&Cs state that you must have a payment method setup either a card or direct debit, this is because Sky's system prepares to make the payment request pretty much as soon as your bill is generated which means a manual payment can't stop the payment request and instead your account would end up in credit and your manual payment will go towards the following month's bill.



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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Disgusting customer service

Posted by a Superuser, not a Sky employee. Find out more

@Anonymous wrote:

 

I think they realised that they massively overpaid for Sky.


https://www.wsj.com/articles/comcast-takes-8-6-billion-write-down-on-sky (October 2022)

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BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by Anonymous This message was authored by: Anonymous

Re: Disgusting customer service


@TimmyBGood wrote:

@Anonymous wrote:

 

I think they realised that they massively overpaid for Sky.


https://www.wsj.com/articles/comcast-takes-8-6-billion-write-down-on-sky (October 2022)


Yikes, I didn't realise it was by that much 😞

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Disgusting customer service

Posted by a Superuser, not a Sky employee. Find out more

@Anonymous 

 

As I've commented elsewhere, they probably weren't calculating on a global pandemic followed by a land war in Europe at the time they were bidding.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
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