Very often our only contact with service providers, including Sky TV, is to raise a query or make a complaint. If we're happy with the outcome, we say nothing and go away (until the next time).
I raised a serious billing query on my Sky Q account by letter, in light of the current disruption caused by Covid-19. I expected a lengthy wait for any response. I was telephoned in the evening of Wednesday 23rd September, by Trisha from Customer Services. She was 'up to speed' on the issues I had raised in my letter and from the outset I felt that she was determined to resolve my problem. That was most reassuring. There followed a lengthy conversation, to flesh out the details. Trisha informed me that she needed to obtain appropriate authorisations for the best possible discounts. She promised to phone me back, within the next half hour.
Trisha called back, as promised, with details of a new 18 month discounted package. She went through all the details with me, to ensure that I understood, was happy and agreed. She also explained my rights and promised that confirmatory emails would follow shortly. Everything happened exactly as promised. As a consequence we have 'signed up' to a new contract.
I would like to take the opportunity to thank Trisha for her pleasant and reassuring manner, her patience, her understanding of my issues and for her efforts on our behalf. It's too easy to forget to say thank when your problem is sorted.
Please pass on our thanks to Trisha. We are pleased to remain loyal, long tern customers of Sky TV.
John
