Poor Customer Service no reward for Loyalty.

[Spartan117]

I'm sure this has been discussed many times on this for him, but I just wanted to express my frustration!

I am writing to formally express my dissatisfaction with my recent experiences regarding my Sky TV subscription. As a long-time customer of 17 years, I have always valued the service provided, but I feel compelled to address a few concerns that have led me to reconsider my continued patronage.

I just find the cost of the Sky TV subscription to be excessively high, especially given the current market options available. While I appreciate the quality of content and services offered, the pricing seems to have escalated without a corresponding increase in value. I believe that it would be beneficial for Sky to review its pricing structure to ensure it remains competitive and justifiable for loyal customers like myself.

I have encountered significant challenges with customer service. On multiple occasions, I have reached out for assistance regarding billing inquiries and technical issues, only to experience long wait times and unhelpful responses. This lack of effective support has been frustrating and has left me feeling undervalued as a customer. Having been recently made redundant I spent over an hour on the phone trying to enquire to see if there were any cost savings that could be made on my monthly subscription of £97.50 a month. After waiting an hour and talking to 3 different technical representatives the best price offered to me was £88.50 a month and another two year contract. Moreover the representative seemed more concerned with trying to upsell me to a broadband package, which I do not need. To say I am disappointed with this meagre saving is an understatement. I was assured that this was the best available price and there was nothing else they could do. Needless to say, I did not accept this offer.

As a paying subscriber, I expect timely and efficient service, as well as a fair resolution to any concerns I may have. Unfortunately, my recent interactions with your support team have not met these expectations. I would urge Sky TV to invest in better training for customer service representatives and improve response times, as this would greatly enhance the overall customer experience.

In a time of financial difficulty and being a 17 year veteran Customer, I am extremely disappointed that sky did not reward my loyalty in any way. Loyalty, it seems count for nothing.

I hope that my feedback will be taken into consideration, and I look forward to seeing improvements in both pricing and customer service.

I am sure I am not alone in this regard.

[Daniel0210]

@Spartan117 
In case you’re not aware you aren’t directly contacting Sky Customer Services on here. We are mainly customers trying to help other customers.

Unfortunately the best new discounts are normally acquired by calling Sky and negotiating or potentially amending your package which will now require a 24 month minimum term contract. Remember Sky are not obliged to offer you another discount, and recent posts on here indicate that significant discounts are now harder to come by. All providers operate in a similar way and should you move then you will be in the same position in 18/24 months time. 

[Mark39]

Significant discounts are now harder to come by. If you don't think you're getting value for money it may be time to switch to another provider who will no doubt offer you a substantial new customer discount. You will, however, be in the same position with them as you are now with Sky, once your initial discounts expire.

[GD1]

@Spartan117  This is a customer helps customer community, you won't get a response from Sky nor will you get them to change their prices.  If you believe they are too high you have 2 options, call Sky and negotiate a new deal, or leave if they don't offer one you like.

Your expectations for a timely response from a busy customer service team is I'm afraid unrealistic,  your tenure with Sky does not give you this entitlement.  The only possible way they could have more service staff is to increase costs which in turn would be passed on to customers

If you want Sky to see your feedback you need to user the correct routes here https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[PandJ2020]

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@Spartan117 wrote:

I believe that it would be beneficial for Sky to review its pricing structure to ensure it remains competitive and justifiable for loyal customers like myself.

I'm sure they know what they're doing... Given the losses they announced last year I suspect they aren't prepared to make further losses.

But as noted, voting with your feet seems to be the best option if you do not find it value for money.

[Spartan117]

Thanks it's interesting to see the responses. I am aware this is a community forum. I have sent a similar message to sky hence why my post resembles a complaint. 

I have served 20 years in the support industry myself and I know what good service is. Sky was like this long before the likes of streaming services and the loss of market share so I just don't buy it I am afraid. 

[oj01]

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@Spartan117 wrote:

Thanks it's interesting to see the responses. I am aware this is a community forum. I have sent a similar message to sky hence why my post resembles a complaint. 

I have served 20 years in the support industry myself and I know what good service is. Sky was like this long before the likes of streaming services and the loss of market share so I just don't buy it I am afraid. 

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Are you close (within 30 days) of your existing deal expiring?

If not, that would explain why you weren't offered a better new deal.