I need to share the fantastic experience that I had yesterday and today with an amazing guy, called Dillian, at Sky Customer Service in Uddingston , Glasgow. I had been punted from pillar to post when I called to try and resolve my drastic increase in cost of my TV & Broadband package. I was so frustrated and realised that no one was listening and worst still advisors were talking over the top of me!! I asked then to put through to cancellations as I was so angry and utterly demented! I was put through to Dillan and I explained that I was angry as well as frustrated and also close to tears. Advising that if I started to cry I would hang up and call back later as I did not want to say anything to him in anger as it was not his fault and he certainly did not deserve to be at the receiving end of my frustration. Dillian was so calm and promised me that we would work with me and try to resolve any issues I had. Folks he was true to his word. He listened to all I had to say was empathetic and then set to work to resolve everything. During the pandemic he, and all his colleagues , are working from home and he explained that to do things remotely it was taking just a wee bit longer and that's ok as we are all learning to adapt during these difficult times. It was a real pleasure to speak with someone who genuinely wanted to help, who listened and made me feel like a valued customer. I received all the necesssary emails and contracts and all was great, however, the following afternoon (today) I received an email advising there was a problem with my order and I was to call SKY. I called and yet again I was punted from pillar to post being told I could not have the broadband package at the discounted rate. I advised that I had the contract detailing the agreement between SKY and me and as far as I was concerned it was a legally binding contract. One young lady was so rude the way she spoke to me that my partner told me to hang up and take my business elsewhere. Eventually she transferred me to cancellations and I spoke to a brilliant chap in Dunfermline called Russel and he was brilliant as he contacted Dillan and explained what had happened with my account and the discounts that have been applied. Dillan has taken ownership of my account, has emailed all the relevant departments, explains the discounts applied etc. It has been a real pleasure to deal with Dillan as he has listened to me, made me feel like a valued customer and even made me laugh . Thank you Dillan its people like you and your genuine kindness, thoughtfulness and professionalism that has kept this customer with Sky
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