Sky VIP Diamond

[Chloe-W22]

Hey @GroovyMini, there isn't a dedicated VIP team as such as all customers are VIP but being a Diamond Customer does mean you are routed to a chosen adviser and rerouted quicker amongst your other Diamond Rewards

- See the latest update below -

[GroovyMini]

Thanks, I was rerouted without having to ask too many times but the chap was very huffy about it 🙂

[Darmah864]

I thought the idea of a dedicated line was that you skipped any queue?

Once they establish that you are a Diamond member what is different about the service, as you may have already had to wait ?

[whiskey447]

Thats nit true, I'm highest vip level, and have phones sky 4x in the last month. Every time I've had to go through the automated system, then wait for an agent which takes anywhere from 5-15 mins.

I also can't see the dedicated call number anymore

[Mark39]

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@whiskey447 wrote:

Thats nit true, I'm highest vip level, and have phones sky 4x in the last month. Every time I've had to go through the automated system, then wait for an agent which takes anywhere from 5-15 mins.

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All calls go through the automated call handling system. Your short wait suggests your call is being directed to a 'VIP agent'.

[Daniel0210]

@whiskey447 

I agree with @Mark39 - your wait times appear a lot less than some customers claim they encounter. 

[whiskey447]

Wow, in which case sky need to hire more customer support agents, as that is shocking.

I sid say on average. Today I waited for 30 mins 😄 amazed how they identify me as I normally phone from a landlines that isn't registered to sky, and they don't ask for account details until you speak to an agent, so I still call **bleep** on the priority forwarding, I suspect they are just v saying that,  otherwise why remove the dedicated number?!

I've phoned regularly over the last 5 weeks (ongoing issue). Every time I also get the message that wait times are longer due to staff training. How long is this staff trg?! Again more excuses to cover the fact they are underresourced

[Chloe-W22 · Accepted solution]

Hi everyone,

To give an update to this conversation I wanted to confirm that our 'Sky VIP diamond service' is no longer available, this decision has been taken to improve the overall quality and reliability of our services for all customers.

I'm sorry for any inconvenience this may cause but be rest assured our quality of assistance and support to you remain unchanged.

Thanks,

[whiskey447]

shame this wasnt announced, just stealthily removed!

@Mark39 @Daniel0210 best not jump to Skys defence too soon!

[whiskey447]

So Chloe,  can you anser me this then?

You say the decision was taken to "improve the overall quality and reliability of our services for all customers", which i get, but is actually achieving the opposite by reducing the level of service to your Diamond members (those who have been most loyal, having an account for over fifteen years)?!  Thats not improving service for ALL customers.  What you are actually doing is ensuring all customers get the same service (not an improved one).

Then you say that the Sky VIP package is to reward loyalty, which kind of contradicts your decisions above?  If you want all customers to have the same service and access, then everyone should have access to the Sky VIP at the same level?!

Lastly you state "but be rest assured our quality of assistance and support to you remain unchanged." which again is simply not true.  You have removed a service that gave us quicker access so the service is changed? 

If you are going to offer platitudes at least make them accurate and honest! But thankyou for the confirmation

[Mark39]

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@whiskey447 wrote:

shame this wasnt announced, just stealthily removed!

@Mark39 @Daniel0210 best not jump to Skys defence too soon!

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Given the withdrawal of the enhanced service for Diamond VIP customers, your short waiting times can only be attributed to Sky's normal telephone response. Even better!

[whiskey447]

just cant not defend can you, or admit when you might be wrong! How is 30 mins a short wait time?! That doesnt include the waiting to then be transferred to the right person.

[Daniel0210]

@whiskey447 

I've been a continuous Sky Tv customer since 2001, and now also have Broadband/Talk and mobile, so also a Diamond VIP customer. What you have to realise is nowadays nearly every customer is a VIP to some degree so perhaps the phrase should be removed altogether. I've never had to wait more than 20 mins for a call to be answered and as the calls are free using Talk and mobile it doesn't bother me. 

[Mark39]

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@whiskey447 wrote:

How is 30 mins a short wait time?! That doesnt include the waiting to then be transferred to the right person.

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5-15 minutes is, which is what you originally posted. 

[whiskey447]

Great, but still unable to admit you were wrong 😄 and not sure with you being a member since 2001 has any relevance? I have had sky since around 1987, when it was just Sky and not BSkyB!  But thats irrelevant, my issue was a reply to someone stating there was a diamond VIP number, and i said i didnt believe there was. and that i had issues also. You and mark argued that it was now automated, i said i doubt it, I was right, you were wrong.