Sky automatically closing complaints before resolution agreed

[scoob198]

Hi folks. 

I have raised a complaint with Sky twice now and had to closed due to chat timeout twice. 
This *feels* like it against all complaint resolution methods in all companies (apart from Sky) and feels like they don't actually treat  complaints seriously. 

Summary:

- unable to resolve an issue, resulting in the raising of a complaint as it's was Sky's issue (all fine so far)

- during the chat I am reminded (ironic this) that this isn't an instant response chat and it designed to allow me to go about my daily activities

- an hour later I get a text saying due to chat timeout the complaint has been closed 

Purpose of this thread - is this a common issue with Sky? Are other people experiencing this and out of interest has anyone ever seen this behaviour with any other company (I guess I don't raise many complaints but I've certainly never come across that kind of handling)

[Me134]

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@scoob198 wrote:

Hi folks. 

I have raised a complaint with Sky twice now and had to closed due to chat timeout twice. 
This *feels* like it against all complaint resolution methods in all companies (apart from Sky) and feels like they don't actually treat  complaints seriously. 

Summary:

- unable to resolve an issue, resulting in the raising of a complaint as it's was Sky's issue (all fine so far)

- during the chat I am reminded (ironic this) that this isn't an instant response chat and it designed to allow me to go about my daily activities

- an hour later I get a text saying due to chat timeout the complaint has been closed 

Purpose of this thread - is this a common issue with Sky? Are other people experiencing this and out of interest has anyone ever seen this behaviour with any other company (I guess I don't raise many complaints but I've certainly never come across that kind of handling)

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Is this the Whatsapp chat facility? I've experienced similar, wait for ages for their reply and if I don't instantly post back I get the 'The chat will close shortly due to lack of activity' or whatever the message was. Very annoying.

[MightyQuinn]

Hi @scoob198   Have you submitted your complaint in writing (not a chat)? https://www.sky.com/help/articles/how-to-make-a-complaint

[scoob198]

In my case it's the live chat via a web browser but yeah - it's a terrible experience. Feels like you're a hindrance rather than a customer 

[scoob198]

@MightyQuinn @I followed that linknorigina any and it sent me to the live chat 🤣🤣

chewing again I can see further down the page there's a form link instead but at the time I just saw it as another attempt by Sky to avoid a complaint so I clicked on the link provided and entered the chat. 

Quite a clever design to discourage  things in writing I guess. 

 

[scoob198]

Of course full page scrolling and so on would allow me to see there's a separate form. 

However, the main issue isn't that the customer should need to find that - it's that Sky are choosing to close complaints that they claim they have raised.  

[MightyQuinn]

Hi @scoob198    I have always found the best approach is writing (snail mail). You can include all documents, images.and proof.

[Mark39]

@scoob198 what was your complaint about?

[Me134]

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@scoob198 wrote:

In my case it's the live chat via a web browser but yeah - it's a terrible experience. Feels like you're a hindrance rather than a customer 

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Ah, the live chat I've not had an issue with (or the chat on here), but the live chats I've had I've only started one when I knew I could finish it. You'd think the Whatsapp chats connect you to the same agents but maybe not. Or perhaps it's some sort of automated system with the Whatsapp ones, far too aggressive though.