Increasingly difficult to deal with Sky

[nigea99]

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@gcritch wrote:

We have to re-iterate etc. and not a Sky employee ??

Interesting.

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I can assure you that SuperUserss are not SKY employees and we are just customers who try to help other custiomers

I know you may not think it but we are just trying to help you by advising how SKY actually works and point out actions which may be to your detriment

You are totally free to ignore our advice & think of it what you will but we would rather you do take heed of any advice & not  take actions that will make things worse for yourself

[Daniel0210]

@gcritch 

'We' as in the three SuperUsers who have advised you. 

This will explain about SuperUsers

https://helpforum.sky.com/t5/Superusers/bd-p/meetthesuperusers

[MarkGoldsmith]

Funny how when people don't like the advise given by Superusers about Sky's processes they decide to start playing the "you must be Sky employees" card.

[gcritch]

That's quite funny 😉

[PandJ2020]

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@gcritch wrote:

That's quite funny 😉

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Let us know how you get on...  (As real world cases are how we adjust our advice)

[Anonymous]

@gcritch Your definition of the correct payment is presumably that which you believe you negotiated on the phone with Sky.

The whole point of your forum post seems to be that Sky have not reflected this conversation in your future bills. Therefore there is a difference between your definition of 'correct amount' and Sky's. Failure to pay the amount Sky holds as the billable amount puts you in debt, and the advice offered by a number of superusers earlier in this post is absolutely relevant.

[gcritch]

Ok resorted to texting Sky and have an even better deal than negotiated last week.

Maybe being a VIP customer counts for something after all.

Apparently Sky have no record of my hours long negotiation last week and curiously exactly the same thing happened in May 2024.

Getting cutoff mid conversation and having Sky fail to honour promises has considerably reduced my trust in them.

We'll see if my online pricing gets updated correctly as promised.

[Anonymous]

@PandJ2020 @Daniel0210  Either of you guys aware that Sky offer text messaging as a form of contact? A relevant number would be useful!

[Mark39]

@Anonymous we're aware of the option, but as with all telephone numbers, the SMS number can't be posted on the forum. I don't believe Sky publicise it. 

[gcritch]

Yes as in May 2024 my call and detailed agreement to a new monthly payment were denied by Sky following my complaints.

Checking my online pricing 72 hours later my future bills were showing almost double what I had agreed last week.

To add to the frustration my first complaint was dismissed as closed due to no record existing of my call.

As I say a repeat of my experience with Sky in May 2024.

Getting cutoff mid phone conversation several times does not help either.

This has been reported by other Sky customers.

So calling retentions and agreeing a new deal has twice proved a waste of my time.

First time I've tried the texting route and fingers crossed I hope to have confirmation soon.

Prior to retirement I worked for a large American IT company where customer service was everything and worked projects in Japan where that service is absolute.

So why over my 20+ years with Sky has their customer service deteriorated so badly ? 

Finally I've been advised by email that I have a new badge 🙂

Happy days.

[gcritch]

I found the number from the Help menu via Mysky.

Seem to recall that I had to request "more help" to reveal the number and happy to post if allowed.

Having given up calling Sky due to their denial of my recent call I found the texting option quite tedious and long winded but surprisingly effective.

[nigea99]

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@gcritch wrote:

Yes as in May 2024 my call and detailed agreement to a new monthly payment were denied by Sky following my complaints.

Checking my online pricing 72 hours later my future bills were showing almost double what I had agreed last week.

To add to the frustration my first complaint was dismissed as closed due to no record existing of my call.

As I say a repeat of my experience with Sky in May 2024.

Getting cutoff mid phone conversation several times does not help either.

This has been reported by other Sky customers.

So calling retentions and agreeing a new deal has twice proved a waste of my time.

First time I've tried the texting route and fingers crossed I hope to have confirmation soon.

Prior to retirement I worked for a large American IT company where customer service was everything and worked projects in Japan where that service is absolute.

So why over my 20+ years with Sky has their customer service deteriorated so badly ? 

Finally I've been advised by email that I have a new badge 🙂

Happy days.

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I hope it does all get sorted for you despite the poor experience you have had to get there

[gcritch]

Texting and begging for help via WhatsApp just added to my frustration in getting Sky to update the revised monthly price I had previously negotiated.

Al last received a call this morning in response to the complaint form I completed and everything is now resolved.

First class customer service provided by 2 most helpful people.

Have to say we would have missed the excellent Sky Q system having come very close to walking away from Sky.

[Chris1071]

My contract is up for renewal and as always it is a nightmare dealing with Sky.

I try to negotiate my contract and find that all they want to do is sell me more items.

I explain I am an OAP on a limited budget and have to limit my expediture, but it makes no difference.

I am seriously thinking of cancelling the lot.

[Mark39]

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@Chris1071 wrote:

My contract is up for renewal and as always it is a nightmare dealing with Sky.

I try to negotiate my contract and find that all they want to do is sell me more items.

I explain I am an OAP on a limited budget and have to limit my expediture, but it makes no difference.

I am seriously thinking of cancelling the lot.

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Not unreasonably Sky won't sell you a deal that's unprofitable for them, but by the same token, if you can't get a price you're happy with, then I agree it's time to cancel. You'll probably be able to take advantage of new customer prices with a different provider.