I've just spent some of my quality time in a conversation with a person representing Sky (after taking more of my quality time just trying to get a phone number.
Here's the context. I would like Sky Glass (and a more cost effective contract). Been with Sky for 22 years or more and have been on the full package with them for most of that time. Apparently that gives me VIP privilages (of which I am still trying to work out what they actually are). I have five mobile phone contracts (the maximum). Three mini Q boxes as well as Sky Q box. Sky ultrafast broadband and phone line (much to the disgust of BT). I pay for BT Sport, Netflix and Disney + through Sky as well as all of their TV packages. My contracts are up for renewal in December.
I wanted Sky Glass. A valued customer (VIP as they KEEP telling me). Register here they say. I did. Backed that up with a phone call to discuss a renewing of the contract with Sky Glass instead. No can do. October 16th "You're too early. We will call back after 18th October to discuss contract etc further." Guess what? Yep, no call.
My wife comes home one day. " Do you remember Doris (not her real name!)?"
"Yes, I remember Doris. Why?"
"Well, weren't you after one of those Sky Glass things?"
"Yes. But she has Virgin. Why would she get one?"
"Doris is an 'influencer' on social media so she is getting one before anyone else."
Being a partially patient person, I overcame my annoyance and thought that I'd wait. Two mobile phones ready to upgrade and a Sky contract will help (leverage). Managed to deal with the mobile sales calls and stream of emails reminding me to renew in a very professional manner. My time will come!
So today I thought that I'd call. I wanted to know why it is taking so long (Chris Evans fault for banging on about how great Sky Glass is). Lovely person on the phone who very quickly made me aware that she could renew eveything for me but had nothing to do with Sky Glass. Couldn't really help. After hearing my story, she was good enough to try to find out some further detail (would have been great to do this straight away). Apparently, I should be receiving a 'code' for confirmation that I'm allowed to have one (still quoting that VIP privilage to Diamond and Platinum ONLY. Gold and Silver will have to wait). Think you'll find that VIP have to wait as well, lovely person. Latest email introduces me to a choice of colour!!
Lovely person went away and confirmed that if I go into a Sky Store (no idea where the nearest one is) then I would be able to sort from there as long as they have stock. Hmmmmmm......... I detect something here that moves away from Sky's insistance that the VIP customer comes first.
"So, if a new customer walks into a Sky Store and wants Sky Glass, they get it there and then?"
"Well, Alan (me), not wanting to be in any way argumentative (lovely person), they may not have stock. However, yes they would which would be the same if you walked in, they could organise for you. If you renew today we can always add Sky Glass later."
"Does that mean that shops are holding stock for customers off the street whilst I am waiting for Sky Glass opportunities?"
"They may not have the stock. It's just an option. You may find that they have run out of stock."
"So it could be a complete waste of time. And it is still the case that a new customer has the chance to buy Sky Glass before VIP customers receive a 'code'?"
I think the rest of that conversation is redundant in its use for my message here. Suffice to say that lovely person still attempted to get me to renew my contract today, without Sky Glass.
Over the years, Sky have proven again and again that their idea of VIP is somewhat lacking. Hundreds of entries into VIP competitions. No joy. Getting Sky Glass. No joy. 5G coverge on my mobile (a mater of a few months Alan). No joy. Sky boost signal (have it now but originally....). No joy. Poor home wifi signal sorted. No joy (bought a BT booster in the end). And, I could go on............
All I want to know is, am I alone? Are there other lifelong customers who suffer the same treatment?
Oh, and, she genuinely was a lovely person.
