Formal Complaint Regarding Unethical and Disrespectful Customer Support Behavior

[Ramadevigunapat]

Dear Sky Customer Support Team,

I am extremely disappointed with the behavior of one of your representatives and the overall handling of my recent interaction with your support team.

On 19th sep 10.30am  I contacted Sky regarding a technical issue I encountered while trying to place an order online. When I attempted to add a package and place an order (redirected from Confused.com), I received an error stating that “this address is associated with many accounts.” I explained that even though the process began on a third-party site, the actual order was being placed through Sky’s own website.

Instead of assisting me with this issue, your representative [removed] attempted to pressure me into placing an order directly through him. He insisted that Sky would not allow me to complete the order online because I started through a third-party website, and implied that the only way forward was to place the order over the phone. His approach felt bullying and manipulative, clearly intended to benefit from taking the order himself.

When I requested to speak to a supervisor or team lead, [removed] refused and falsely claimed his lead instructed him to say that this could only be resolved through sales. He also implied that I was lying—behavior that is both unprofessional and disrespectful.

This is not an isolated incident—many of my friends and colleagues have reported similar experiences. Even Sky’s physical stores direct customers to phone support, where they face this kind of pressure. This pattern suggests a serious issue within your support practices.

I request the following:

1. A formal investigation into this incident and [removed] conduct.

2. A clear explanation of Sky’s official policy regarding online orders redirected from third-party websites.

3. A formal apology for the disrespectful and unethical treatment I received.

4. Assurance of corrective action to prevent this behavior from happening again to other customers.

Please respond to this complaint within 10 business days. If I do not receive a satisfactory response, I will escalate this matter further, including sharing my experience publicly and considering alternative service providers.

Sincerely,
Ramadevi

Moderator Notes: Removed Personal Details 

[Daniel0210 · Accepted solution]

@Ramadevigunapat 
This is a customer led discussion forum where Sky customers are here to try to help other customers. You aren’t speaking to Sky Customer Services here.

This isn't a route to making a complaint. Sky won't respond to your post on here.

See this link re making a complaint which Sky have up to 8 weeks to resolve

https://www.sky.com/help/articles/how-to-make-a-complaint 

[SpaceSparkie]

Hi @Ramadevigunapat ,
Thanks for reaching out and sharing your experience — I am really sorry to hear about what happened.

Just to clarify, this is a customer-led community forum and unfortunately we're unable to log formal complaints or investigate individual cases here. To ensure your concerns are properly addressed, we recommend contacting Sky directly via the link here.

[AJ-]

Hello Spacesparkie

I would agree that the the customer support is more an aggressive sales pitch than helpful. It is coercive and unethical. It is clear that the company actively promotes this. After 2 months and 3 failed visits I finally had Sky installed. The Wi-Fi (Max) coverage is poor and the Sky stream puck colour rendition is terrible. Impossible to get through to support and almost impossible to locate the page to make a complaint. Sorry not a happy new customer

[GD1]

@AJ-  There are links at the bottom of every page in the community and the main Sky Help pages for complaints.  Can you not see these?

Did you search for complaints in the sky help section? https://www.sky.com/help

It's certainly not impossible to make a complaint when the community carries the link to the relevant page as mentioned.

[Daniel0210]

Impossible to get through to support 

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@AJ- 

Presuming you are in the UK, apart from the inevitable queues to speak to an agent what problems are you experiencing trying to call? Hundreds, if not thousands, of customers get through every day.