Another call from SKY

[Me41]

I have an ongoing problem with Sky not replacing my faulty Sky Glass TV and I have been having this problem for 7 months. 

I received a call from Sky this afternoon around my complaint. Again I had to explain 7 months worth of issues to a new member of staff. 

Once again they were reading from a script ie "You need  to factory re set the TV........" and once again I stated that I have done this around 20 times and it never works.

Once again my complaint had been referred to another team for resolution in some form of back room. 

And we just go round and round and round ..............

I am also still waiting on the copy of every call that I have made to Sky seeking a resolution to this ever growing problem. 

I am now receiving emails/texts stating that they have not received the Puck that I sent back to them. At the same time I have an email saying that they have received the Puck.  Left hand right hand and we go on and on and on ..............

One question I do have for the Forum - As stated above I have factory re set the TV numerous times. I have asked for a copy of the digital footprint of me factory re setting the TV. I have been advised that Sky can only go back 30 days for this. I am sceptical of the 30 limit hence me asking the forum for advice. 

Many thanks

Mark 

[mikealanr]

@Me41 

Given we are customers not sure your going to get an answer about sky's data retntion policy. I work in Insurance tech, and we process billions of data points weekly, as a result we only hold data for 30 days unless regulatory rules require us tonhokd it for longer.

Have you made a formal complaint to Sky as per this process: https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

[Me41]

I have now completed the Small Claims Court online process to take Sky to court over its failure to pay for the faulty television. 

The online reference number is L6QZ6P1E. 

Many thanks 

Mark 

[SKY1992bf]

@Me41  Your only telling fellow customers here sky won't see or respond to your message 

[Skull+Treaty]

@Me41 

Sky retain account information for 7 years, even if you exercise your right to erasure. The account info held for those 7 years is contact info, address where services were provided, activation & viewing card numbers along with account correspondence with notes and complaints.

Records of calls are deleted after 24 months and any live chats after 12 months. 

[Mark39]

@Me41 I'd suggest keeping your posts together in one thread for context and continuity. 

[Me41]

I do not know  how to put everything into one thread .  Please advise. 

Mark 

[mikealanr]

@Skull+Treaty 

That's correct for account information but not necessarily for telemetry data. Unfortunately it's not clear how long they keep it for: https://www.sky.com/help/articles/sky-protect-privacy

That page says:

Some categories of data are deleted sooner where the data is no longer needed for the purpose for which it was collected. Recorded calls are retained for 24 months. When using our smart tech, we make audio and video recordings available to you for 30 days on our server and in the Sky Protect App, although you can delete the copy in your app earlier if you wish to.

If you received a quote but did not proceed to purchase a product and become our customer, we will keep the data you provided for 2 years.

At the end of any applicable retention period, we will either securely delete or anonymise your personal data.

---

Really I think they should publish the retention period for each category on that notice.

MikeAlanR

[Mark39]

Find one of your previous posts, and click on the left facing arrow at the bottom of it.

[GD1]

@Me41  Take a read here https://helpforum.sky.com/t5/Get-Started/bd-p/flow?step=3