New Customer - Frustrations

[newcust84]

An experience of a new customer with Sky, is probably the worst I have seen when trying to order/rectify an order.

So yesterday, I ordered Sky Glass 65Inch, with what I required as a service pakcage etc, all good, as a new customer.

I noticed, I actually required the 55inch tv, as I had not noticed it was set as 65inch.

So I called if I could simply change the size, told "no, it has to be cancelled and re-ordered"

Okay, not too big of a deal, so I proceeded to be on the phone for 45minutes, to the gentleman re-ordering, going through the motions, until he then required me to sign the credit agreement via a text message link...which said "completed" when I did that.

The advisor stated he could not see that, and wanted to transfer me...I could not due to the time already and the call had to end because of being at work.

I still could not access anything, via the site/app,  so I rang yet again, the advisor said, the gentleman before set up a new SKY ID, so I would not be able to access, so that would also have to be cancelled, and the original order cancelled as he had not done so... and again another re-order, but to the original SKY ID, okay...he added extra perks for free because of the trouble, and another hour later, all done...2 days to sign the agreement.

I went to sign the agreement again, I could not access it, he had only set the order up on the 2nd SKY ID, again that I could not access so did not set it up correctly....

I rang again to speak to someone,. who transferred me, and after 30minutes trying to explain, the advisor hung up!

I left work, rang again to be greeted with a 30minute wait time automated message, to finally get through, for the advisor to understand what has occured, and transferred me to cancel again the 3rd order, and I'd have to wait to order the next day, myself, as it would be easier.

My account now says Glass is out of stock (untrue) and I am unable to order, the chat bot is useless, everyone human I get to via the chat cannot do anything "apparently" and requries a call.

After spending hours and hours trying to sort something simple, it is utterly disgusting for a new customer to go through.

I really do not want to spend another hour or more to order, at this stage I'm completely put off by the expeirience, as the only seemingly way to order is now to call yet again and I have not got the time to waste going through all this again.

[GD1]

@newcust84  Sadly as this is a customer helps customer community we can't help you place an order either.

[PeteRG41 · Accepted solution]

Yeah, I can see how frustrating this is, especially when there's time constraints and the process insists on you speaking with someone on the phone to set things up. You'd kind of expect that a good website should be able to do the bulk of the ordering process for you.

If you have a shopping centre near to you, it might be worth seeing if there's a Sky shop there.  I know it's a trek, but sometimes speaking with someone face-to-face can get the job done and cut out confusion and ambiguity.

[newcust84]

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@PeteRG41 wrote:

Yeah, I can see how frustrating this is, especially when there's time constraints and the process insists on you speaking with someone on the phone to set things up. You'd kind of expect that a good website should be able to do the bulk of the ordering process for you.

If you have a shopping centre near to you, it might be worth seeing if there's a Sky shop there.  I know it's a trek, but sometimes speaking with someone face-to-face can get the job done and cut out confusion and ambiguity.

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that's actually a good suggestion as I had not thought of going directly to a Sky Shop, will have to try that and see if a resolution can be sorted. Thanks for that!

[PeteRG41]

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@newcust84 wrote:

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good suggestion as I had not thought of going directly to a Sky Shop, will have to try that and see if a resolution can be sorted. Thanks for that!

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No problem, and I hope that gets sorted out for you.  You should be able to have a sit down with a coffee while you get the Sky agent to sort things out for you - it's what they're there for after all.

I often see them sitting around looking bored, so it'll be good to make them feel useful!

[newcust84]

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@PeteRG41 wrote:

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@newcust84 wrote:

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good suggestion as I had not thought of going directly to a Sky Shop, will have to try that and see if a resolution can be sorted. Thanks for that!

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No problem, and I hope that gets sorted out for you.  You should be able to have a sit down with a coffee while you get the Sky agent to sort things out for you - it's what they're there for after all.

I often see them sitting around looking bored, so it'll be good to make them feel useful!

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Hi, just to update, this worked a treat, it was more a pop-up store near where I live, however the (not really interested in the story) agent, managed to sort it out in 15 minutes, issue was with the call agents using the same email address for every order rather than creating a new email account. Sadly no extra perks (apparently he couldn't add anything for free etc) , but I'm happy aslong as it's resolved. 

So thanks for the suggestion! Looking forward tor ecieving the Glass Gen2 Monday! Hopefully there will be no issues.