Hello, yes I had a similar issue to you, as my previous posting on here shows. Like you, eventually I got resolution by an actual Sky employee referring me to one of the team,Gillian I believe. She was able to see that MY problem was being caused by the "Back Office" not clearing a defective box that I had returned to them. This meant that they apparently could not send out a new card because, for some reason, the system does not permit two orders to be issued at the same time. When these admin staff actually did clear my return I received a new card the next day - which was really gratefully received.
My understanding of the Agents that Sky uses as a first port of call is that they have to follow a script and when issues fall outside of this they have no freedom, or perhaps training, to solve anything. I believe that the different parts of the organisation are completely separate so have no connection with each other - making resolution of problems very difficult. The training issue also seemed an issue when I 'phoned a helpline too. A woman suggested that it was my fault that I kept on contacting Sky and it was this that was causing the problem. Unsurprisingly, I did not accept this as the cased and history has shown that it isnt the cause. I hope this may have been helpful to anyone experiencing something similar. Its very frustrating isnt it!
