Disgusting customer service

[Daniel+B9]

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

[SKY1992bf]

@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

[Daniel0210 · Accepted solution]

@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. 

[Mark39]

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@Daniel+B9 wrote:

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

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

[Daniel+B9]

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

[Mark39]

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]

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

[MCB1]

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**!

[KD1999]

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

[Anonymous]

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.

[Anonymous]

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@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

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That was entirely your fault I'm afraid.

[MarkGoldsmith]

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@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

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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.

[TimmyBGood]

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@Anonymous wrote:

I think they realised that they massively overpaid for Sky.

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

[Anonymous]

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@TimmyBGood wrote:

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@Anonymous wrote:

I think they realised that they massively overpaid for Sky.

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

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

[TimmyBGood]

@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.