Delivering to my old address!

[dino9898]

I ordered sky glass around 10 days ago when I informed sky I was moving home - all that time it showed my delivery address as my "Old address" I called sky and they assured me it was an error in the system and the TV will be delivered to my new address

Now I get an email saying expect my sky glass to be delivered tomorrow but the address the notifaction from Panther still states my old address not my new one. Also I confirmed 4 times on the phone when ordering that they had the correct address and it  now seems not. So they will be delivering my sky glass now to an address i no longer live at - anyone else had this / Thanks

[GD1]

@dino9898 As this is a customer helps customer community you're going to need to speak to Sky as there isn't anything we can do.

[Exiled-in-HH]

I've never had that happen to me ... BUT I would never have ordered something knowing I was about to change address🤔

[dino9898]

I didnt i ordered this last month a month before moving.

[dino9898]

Yep i know there is nothing anyone can do here

but its terrible they were delivering to my old address absolute mess

the driver is almost at my old address and I was told 2 times dont worry your old address showing on your sky account . order is just a glytch.

[dino9898]

so this could not get any worse could it. Got through the scotland based Sky move team - who were very good and had no idea why the "call centre" based person taking my initial glass order did not change the address - she updated my address finally (after 4 calls previously) then had to put me through to sky glass - with extensive notes. Call center - difficult to understand language. What that person does is then order me a sky puck!!! which has nothing to do with Sky glass and just kept saying "dont worry sir sky tv delviered today" useless

so called scotland again - they have no idea why a sky puck was ordered - and the call center person clearly did not read notes and understood nothing. The home move team (who were very good) have now esculated this saying I should get a call to sort this mess out today.

Panther in the meantime tried to deliver to my old address so now thats cancelled

told home move team if I dont hear anything by end of today I will just cancel everything and go back to virgin for TV. this has been a diaobolic expereince and now on my sky account i have the following

Sky glass going to "Old address"  still

Sky puck going to new address (I did not order this )

and panther now saying they have had to cancel the delivery.

been on the phone over an hour and a half and so my only hope is someone who actually understands the problems and mistakes made by sky can sort this as I do not know where I am. Sky home move did admit mistakes were made and I was given wrong information but they dont know yet where from. Oh and my direct debit for my Sky Q due to hit any day now as they did not stop that service. So brilliant service all round from Sky NOT!

[dino9898]

So I was told to expext a call within an hour from esculation team of course it did not come. No surprise.

So I called sky cancellation team spoke a chap called Jerry - who checked it all - apparently even after all the calls for some reason panthers address was still my old one - even after sky move told me they had actually imputed my new address whilst on the phone with me.

So bascially this sky glass order have to be cancelled no matter what because of the screw up back in July when a person from an off shore call center decided not to update the new address. Luckily I have his name and the call log and will be giving this with an official complaint I am making.

Anyway end result Jerry is cancelling everything down but it will take a few days then he will call back - on Sunday when its all cancelled and will then go through my options. I have decided against Sky glass too much hassle - so will try sky stream and if its  c r a p  i will cancel within the month then go back to Virgin.

Been with Sky 5 years and the level of service for what should have been a simple home move with a new product turned into a nightmare. Call centers with little or no knowledge and hard to understand - and false promises of "Sir I assure you It will be fixed"

So now decided to buy new TV for myself instead of paying monthly to sky for Glass.

[dino9898]

So finally today got hold of a manager from the Scottish based team. She was very good went through the whole farce - and it was determined the person who "sold" me sky glass in the first place did not follow any procedure - and should never have cancelled my home move down - she cant say what the outcome will be and I wont get to know - but she found the persons name and the call logs. I explained how I felt pressured into buying the sky glass - (which will be evident on the call log) . And he had no ability to order glass after cancelling the home move to re-instate the home move. And she explained they will have known this in training.

Seems this person was going for the commisson without care of how it would end up - numerous calls and hours wasted by myself. Indept staff in the offshore call centres - who in truth do not have a clue! I really hope that individual finds self without a job because what he did was wrong on every level. The manager apologised - even the credit check should not have gone through as the order was not following procedure.

I did get some decent credits added a chunk of my 24 month contract saving me around 25 quid a month.  So I did get a fair deal in the end but it really should not have turned out to be the nightmare it was. Sky has some great products but are badly let down by dreadful overseas support (the wretched call centres) Sky dont care as I am just one voice in millions. But honestly they could do better than they have done.

She is going to check the full log and report will be sent to further up. I am writing in to see if I get the credit check removed by from credit file and am making a written complaint.  A terrible experience all round. Now lets see if my sky stream puck arrives next week - wont believe it until I see it. And thanks to the chap in the call centre who did it all wrong sky have lost out on selling another glass tv. Picking up my new samsung TV tomorrow.