Perhaps somebody can explain this Sky anomaly? If nobody can and I can only assume that the title of this thread is correct.
I used to be a Sky+ customer and I am currently a Sky Mobile customer. Whenever I try to click on Sky Stream i get taken to the Sky Glass webpage and I discover that Sky Stream is only available to me if I contact a human.
To keep this post as short as possible, I have spoken with several humans and written twice to complain. To date, nobody has actually taken ownership of my issue and indeed, the most encouraging response, failed to get back to me as promised. So, to be clear, that’s six different members of staff saying different things.
The beautiful thing about the latest iPhone IOS is that we can now record calls and of course, my contact with Sky has all been recorded.
The following is a summary of each contact:
1) Phone call number 1: I can see that you are not a Sky TV customer, but you can't have the same deal for Sky TV, as a totally new customer to any Sky services.
2) Reply from complaint letter: "Regarding the discrepancy in the setup fee for Sky Stream, I understand how this can be frustrating. The fee you saw on the website should be honoured, and I apologise for the conflicting information you received from our representative. We strive to offer transparent and consistent pricing, and I’m sorry that your experience has not reflected this. Your feedback is invaluable, and I will ensure it is passed on to the relevant teams to improve our service." A screenshot of the deal online for the Sky Stream was sent as requested.
3) Reply from different Staff member to screenshot email sent to Sky: "Unfortunately, I cannot confirm the details of the offer from the screenshot you mentioned. To assist you further, I recommend arranging a callback with our Sky Upgrades Team.
They will be able to provide you with detailed information about the offers and any potential upgrades available to you."
4) Reply from yet another Staff member when I queried why 2 asked me for something 3 didn't want: "I sincerely apologise for the frustration caused by our previous response. We strive to provide the best support possible, and I regret that we fell short in this instance.
I understand that the link provided did not work, and I apologise for any inconvenience this may have caused.
Please let me know if there is a specific issue you are trying to resolve, and I will do my best to assist you further."
I have been very clear about the specific issue, but this is the training kicking in.
5) Phone call to Sky again, for over an hour during which I get offered a deal that meant I would be paying the same rate for a two year contract, that the rest of the country pays for a rolling contract. In actual fact, the deal has deteriorated from the first call, after the Staff member consulted with a named manager for long periods of "on hold" time. I was at the point of hanging up when the decision was made to send me to the new business department. At this point I left Asia and ended up in Leeds. This young man sounded so much more enthusiastic to get the problem solved but he could not get the "Essentials" package to populate and the system wanted me to spend more to get Stream, despite me not being a TV customer. He consulted with his manager and he consulted with Upgrades, they couldn't offer me the same as a totally new customer online.
A CRF was sent to the IT department to fix my profile", a response would be had within 24-48hrs and I will get back to you personally was the promise.
I was certain I would hear back. I didn’t and we are in a New Year.
Can somebody explain this opaque pricing system of Sky and their lack of getting things right first time? Their customer contact is abysmal and I have phone call recordings and emails to prove the same.
I got rid of Sky+ because of the shady dealings at my renewal time. Why am I doing this to myself, they lack iinegrity but don't seem to care when they are outed? The rolling contract was perfect, as I could dump them if they play games like previously, but the games started right from the off.
Why would anybody run a business like this? I don't want more than anybody else, I only wanted to be treated the same.
