Buying Sky Glass and a broadband package in Curry’s a nightmare

[Not_improved01]

I’m writing to you regarding the troubling times we’ve had purchasing a new Sky Glass, TV package and broadband. We went to our local Curry’s store to purchase a TV and the very helpful Curry’s representative demonstrated the Sky Glass Tv to my elderly mother. He took a great deal of care to explain and demo the product to us on the Sunday so she was happy  … having spent 30 minutes browsing various TV’s, discussing broadband and Tv packages we started the process of purchasing a Sky package at Curry’s through your portal. Apart from 15 minutes of legal explanations that had to be sat through it was straight forward sale until your portal told us that the Tv was to arrive 1 week before the broadband was to be installed. A ridiculous schedule given the Tv wouldn’t operate without a broadband connection. All that would do is reduce your returns period and have a redundant tv sat in my mother’s house. So we had to change our delivery schedule, going back through your portal system to have the tv delivered after the broadband. We got to the end of the complicated process again, now  told by your portal that we couldn’t purchase the package through Curry’s because …. My mother was an existing Sky customer! My mother hasn’t been a Sky customer for 10 years … so sat in store we contacted your Sky support team about this ghost account in your database who asked my mum to remember the last 3 digits of a bank account used 10 years ago from a Barclays branch that has now closed. Suffice to say we didn’t have that info. Your telephone agent said we could do nothing now other than purchase this package through Sky over the phone. This did not seem fair given the attention and service shown by the curry’s sale staff. We decided to consider our options after the 2 hours spent in Curry and left the curry’s store. More calls to Sky that day and nothing could be done about this Ghost account that you have for my mother in your system. We returned to the store the following day spoke with another curry’s agent and had similar lengthy issues trying to use your portal again with curry’s staff trying to configure it in a way that the direct debits could be paid by a joint account owned by myself and my mother setting up an new Sky account in my name and the tv paid for by her. Frustratingly at the end of another lengthy process I bought the tv with my own debit card and we arranged a delivery schedule where The tv would arrive after the broadband was installed. In the middle of this very frustrating second purchase we were not given the colour option for the new tv (filled out form after form again and again with Sky Bundles quoted which didn’t add up to figures quoted from the previous day) the process was tedious and slow and confusing. This was your portal and not the Curry’s staff who were extremely helpful throughout. But ultimately the black TV we wanted to purchase came through on your order delivery confirmation as a grey tv after 3 hours fighting through your portal. We would like a black TV to match existing decor. Can you please tell me how I can speak to someone at Sky .... so that I can change this .... searching your site there's no contact email details ... hence I'm posting this here !!!

[JimM1 · Accepted solution]

@Not_improved01 Unfortunatley posting on this Forum you are not talking to sky as this is a cust - cust help, you need to call sky direct to sort your issue, nothing will happen through this forum.

[TimmyBGood]

---

@Not_improved01 wrote: Apart from 15 minutes of legal explanations that had to be sat through it was straight forward sale until your portal told us that the Tv was to arrive 1 week before the broadband was to be installed. A ridiculous schedule given the Tv wouldn’t operate without a broadband connection. 

---

Television hardware can be delivered 'next day' from a warehouse while all broadband has a lead time, particularly where new FTTP installation is involved.  This is unfortunate but inevitable because, despite the impression Sky (and perhaps Currys salesdrones) like to give, they are entirely different products having separate contracts, logistics, infrastructure and regulatory regimes.