Sky are breaking their contract

[MickyBlueEyes69]

This saga i will try to make as short as possible It started when i rang Sky (Indian Call Centre) I was told several lies by the rep on the phone about what he was organising for me. Anyway they sent me a breakdown of charges and on my first and subsequent bills they had increased the amount for Sky Signature.,bearing in mind i have this in Black and White in an e mail So after several phone calls and promises to ring back ( which never happened) my latest interaction with the Indian call centre i was told they could not reduce it to the price i was originally offered This guy waffled on about prices change and he cant reduce it to what i was offered  How can an agreed price change without any kind of reason . Apart from all the lies about Netflix being a part of Sky Signature and saying they would look into all the problems i had, but as yet havent, this is surely a breach of contract ? If they cannot supply sky signature at that price and without any due process just increase the price without any pre notification to me and take my money is nothing short of fraud.  To be honest i think the call centre is one of the worst i have had to deal with and totally abysmal. If you agreed aprice in a shop for example and then found they had taken more money for the item than agreed and then said they cannot do anything about it what would you do?

[PandJ2020]

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@MickyBlueEyes69 wrote:

This saga i will try to make as short as possible

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So short, it's difficult to read without paragraphs and it's not clear what your issue actually is?

Prices can change - they are not fixed.  Signature in itself does not include NetFlix.

[MickyBlueEyes69]

Last time i put paragraphs in i got moaned at for putting in too many

Basically i agreed a new deal with sky to reduce my bill and he told me Netflix is a part of Signature which i know  is not so he lied to me.

My issue is that the package offered to me for Signature has increased from the agreed price sent to me in an email to the money taken from my account

I have been trying to get it reduced back to the deal that was offered to me but they wont do it

I know that prices change but not from an agreed deal to the first payment taken at a higher price how can that be right.

I have the email they sent quoting what my charges will be and it changed when they took payment 

I hope you understand what i am saying.

[caesarome]

@MickyBlueEyes69 

What do your future bills show that you will be paying ?

[MickyBlueEyes69]

They show till March i think the same charge for Signature which is not what i agreed.

[caesarome]

@MickyBlueEyes69 

You might want to put in a complaint giving the date and time you spoke to Sky and that they made you this offer:

https://www.sky.com/help/complaints

[MickyBlueEyes69]

Thanks for the reply and contact details to complain. I have been told so many different things by their call centre that i feel even my complaint will fall on deaf ears. 

[MarkGoldsmith]

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@MickyBlueEyes69 wrote:

I have been told so many different things by their call centre 

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@MickyBlueEyes69 unfortunately thats quite typical for call centre staff in large organizations, where the customer services is outsourced. There is generally quite high turnover in call centre staff, and as these staff won't use the products they will tend to lack any specialised knowledge and will just literally follow scripts or make stuff up if they don't know.

However, as far as I'm aware, the Complaints team are a separate team who should have more specialised knowledge of products and processes and will be able to perform a more in-depth investigation as to what has happened and what you have been told by various call centre staff.

[MickyBlueEyes69]

That seems to explain the Sky call centre and their unknowlegeable responses, I wonder if sky will ever realise the nightmare their customers go through with the call centre and realise cheap is not usually best or do they even care ? Many thanks for your response.

[MarkGoldsmith]

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@MickyBlueEyes69 wrote:

That seems to explain the Sky call centre and their unknowlegeable responses, I wonder if sky will ever realise the nightmare their customers go through with the call centre and realise cheap is not usually best or do they even care ? Many thanks for your response.

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The thing is, this experience isn't unique to Sky either, its very common for big organizations who are looking to reduce costs when they offshore the majority of customer services staff.

What a lot of companies like doing is creating when they term are smaller "centers of excellance" onshore that would be more for in-depth troubleshooting of escalation, the problem with that though is that it often doesn't work as the first line of support is never knowledge enough or has the right skillset to deal with the majority of issues.

Ultimately it all comes down to money at the end of the day, and most consumers would rather pay for the cheapest price possible as opposed to paying a bit more to be with a company that has excellent customer service. 

[MickyBlueEyes69]

I contacted Sky about the fact i have been with Sky since it first came out why was i paying more than other customers (friends & family)

So i contacted Sky and was met with the Indian Call Centre.

This guy told me lies about what he was going to do for me and reduce the price etc etc He told me lies about what Sky Signature included and to top it all The price i agreed had increased when my first bill came in.

I have this on email what i first agreed and Sky are disregarding this and referring to a more recent agreement which i have said i do not agree with and have not accepted it and have proof by email of what ishould be charged and i have been ringing ever since. 

I then complained on Sky complaints and i am pretty sure this reply came from the call centre as this guy has vertually repeated what the other idiots have been saying the fact this was also replied to in the early hours of the morning when i only sent it the night before and the fact he has also ignored my original quote from sky i feel this complaint is being dealt with by themselves and this should not happen. I referred to the downright untruthes i was told and he referred to them as misunderstandings. I am now waiting on a further response before i can contact CISAS as you have to wait 8 weeks for sky to respond I have also requested all the transcripts of the conversations, bet i dont get them not un edited anyway.

To be honest i dont need this aggro but i am so incensed by the way sky has treated me i really feel like this a sky call centre at day and a scam call centre at night that was a joke by the way.

[Drew+Mitchell]

I'm in the same boat. Had a pushy guy phone me to "reduce" my bill but quoted £24 more a month. Kept trying to push Sky Sports despite me telling him on numerous occasions I didn't want it.  Was so angry I phoned to cancel and was offered a broadband and Sky package for £84 a month. I waited a week and checked my future bills and lo and behold they are £138.  Complained and the call centre accused me of lying. I'm just waiting on their response as they said all calls are recorded. Don't hold out much hope..

[Chrisee]

@Drew+Mitchell & @MickyBlueEyes69 Ofcom monitor complaint levels of companies like Sky who they regulate and publish regular comparative reports where Sky used to come out at the top.  However they look to be slipping in the last summary report here 

[MickyBlueEyes69]

I have sebt these idiots two copies of the Email i received from Sky telling me my agreed prices and they say now they have no evidence of the initial agreement. Words fail me these call centre agents take the biscuit I have asked for copies of the audio tapes and received no response either

They actually closed the complaint twice and i have refused to have it closed this call centre seems to defy all professional business practices and ignore my complaints. Since my initial agreement they have sent a subsequent one which i did not agree with because it still had the wrong amount for sky signature, slightly cheaper but still not the same price so i complained. they are now saying i agreed to the second agreement and so get on with it. I cant see any other ccourse of action but report this now to  CSIS I am disgusted at Sky that their policy on call centres is causeing so much grief to its customers.

[Drew+Mitchell]

I agree.  Until recently Sky were brilliant, everything was sorted out easily. Unfortunately since they moved their call centres abroad it is a waste of time calling them. They have got back to me about my complaint still saying there is no record of my offer, but they haven't listened to the phone call!!!   On the phone with them at the moment and I'm losing the will to live.