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Discussion topic: Lack of customer service

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Chris462
Topic Author
This message was authored by Chris462 This message was authored by: Chris462

Re: Lack of customer service

Thank you Amir and Big Ed,

 

for your advice and after following your advice I finally got to speak to customer service's, now the wheels are turning as it turns out after running many tests over the phone the sky equipment in my home is faulty an engineer due out on Monday 😊.

 

I can now say the chap I spoke to was brilliant professional and patient also enlightened me to his thoughts on the AI bot, through this long winded journey I now have a very elusive telephone number and it's not 150 (removed) 🤷🏻‍♂️ shame as it would be so helpful to many of you.

 

Someone mentioned that with six million  customers it had to use an automated (AI bot) to deal with phone calls 😂😂😂, well with six million monthly subscriptions averaging £100 per month (do the math) then x12 annually then I think Sky could employ a few more real people to answer a phone call.


For the sky police (unpaid) that's my opinion and yes I'm entitled to it.

 

I wish you all good health luck and of course good WiFi 


Moderator note: Can we please be nice to each other.

This message was authored by BigEd This message was authored by: BigEd

Re: Lack of customer service

Well done Chris.  I was not willing to post the telno I use.  It was given me some time ago by a Sky Rep taking into account my age and physical abilities.  It enables me quick access to very helpful customer services reps.  🌝

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Lack of customer service

Posted by a Superuser, not a Sky employee. Find out more

@Chris462 wrote:

 

Someone mentioned that with six million  customers it had to use an automated (AI bot) to deal with phone calls 😂😂😂, well with six million monthly subscriptions averaging £100 per month (do the math) then x12 annually then I think Sky could employ a few more real people to answer a phone call.

 


Sky Group has been division of the Comcast Corporation since late 2018, and traditionally giant American businesses are obsessed with headcount.  There's also an important distinction between income and profit: Sky made a loss within Comcast on its last reported figures.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
Chris462
Topic Author
This message was authored by Chris462 This message was authored by: Chris462

Re: Lack of customer service

Then it sounds like yet another company that's top heavy and not enough workers to actually do the job, after a little research on the internet (having to use my phones data as WiFi still not working) Sky have more than double the six million customers first quoted and with that kind of annual income and they still can't make a decent profit.

Time for a management shake up and cut out the dead wood at the top that adds nothing to the company.

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Lack of customer service

Posted by a Superuser, not a Sky employee. Find out more

@Chris462 wrote:

Sky have more than double the six million customers first quoted 

 

Around six million broadband households in the UK, which was the topic of this thread.  Considerably more television subscriptions, and obviously quite a lot of overlap.

 

Time for a management shake up and cut out the dead wood at the top that adds nothing to the company.

 

That's up to Comcast: 'Sky' as it used to be no longer exists as an independent entity.


 

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by Skyfannomore This message was authored by: Skyfannomore

Re: Lack of customer service

I am in agreement with you, I've been with sky for 11 years, I left from BT, sky used to be amazing on customer service but over the last couple of years the service is absolutely diabolical, so hard to get anything sorted, prices increasing ever more frequently, I worked for BT and left BT because of certain policies they had regarding customer service, over the last year or so, skys customer service smacks of the old BT customer service.....I can't help but feel someone at a higher level has been bought into sky that used to work for BT!!! The contract policies are not the same with sky anymore, the service isn't the same and their human touch isn't the same! (removed) I've been loyal to sky but recently I'm thinking it's time for a change in service provider

 

MODERATOR NOTE: Unfounded allegation removed.

Chris462
Topic Author
This message was authored by Chris462 This message was authored by: Chris462

Re: Lack of customer service

That's up to Comcast: 'Sky' as it used to be no longer exists as an independent entity.

 

Not sure it really matters if it's Comcast or Sky, my contact is with Sky not Comcast and I'm not really sure of your motivation for defending Sky's poor customer service seeing as your not employed by Sky other than a title of superuser.

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Lack of customer service

Posted by a Superuser, not a Sky employee. Find out more

@Chris462 

 

I'm not aware that I defended Sky at all: just offering some context.  All big ISPs are commercial operations in an extremely competitive market where subscription pricing has been driven down to be barely profitable on any individual account, so use of automation (and increasingly AI-driven) 'support' is inevitable.  Roughly speaking, an ISP starts losing money when they answer a phone and so they have a fairly obvious incentive not to do so.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
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