Hi,
I have just had a below standard experience with Sky. I ordered an iPhone 16, waited 2 days and still showing pending on my account. I rang sky and was told it would be with me that day or the next - I asked if it had definitely been shipped and was told yes, then at the end of the call the agent stupidly told me not to worry that I would get an email once it had been shipped (I hadn't so the phone hadn't left). I rang back the next day and told them I wanted to know exactly what the situation was with my handset, I was put on hold and then eventually told that my handset was out of stock and I would need to place a new order for a different colour. So I reluctantly picked a different colour and went through the whole process again and was told I would get the phone the following day or possibly the day after. The next day I checked my account and I was told there was a problem with my order (and my free SIM) and I needed to contact Sky. So on I go again only to be told that the second colour option was also out of stock and the guy wanted me to cancel and reorder for a third time. WIth the only option being pink or white and a third credit agreement on my credit file, I refused and told him to cancel all outstanding orders. I was put through to some department where the guy sounded out of his head on God knows what - all he was doing was heavy breathing and he wasn't listening to a single thing I was saying. This was now beyond a joke, so I asked to be put through to a manager - I was put through to a woman and she was very empathetic and said that it was crazy that an advisor was still telling me to reorder for a third time without considering the impact on my credit file, and she agreed that the performance from Sky was unacceptable. She said she would listen to all the calls and elevate my complaint with a view to some form of compensation. A couple of days later I received an offer via email of 30% off a SIM tariff, a complete waste of time as I am currently getting better deals on my SIMs. I don't know if this was supposed to be the compensation she spoke of.
So by this stage I had had enough of Sky and I had resigned myself to waiting for the iPhone 17 and then go again once everything had cleaned itself up from my account. At this point I was showing 2 handsets in progress and a new SIM that needed activated. I forgot about it at this point and then the other day I got an email to say that DPD had a delivery for me - it turns out it was the very first order for the handset. Ultimately I did not want another credit agreement so I set up the phone for my son - it would have been a bonus if it was a ghost phone 😁 but the original credit agreement had not been cancelled as I had previously requested.
So 1 - the handling of my upgrade was pathetic by Sky and 2 - the manager did not do as I asked and cancel all pending orders, 3 - nor did she give me anything in way of compensation for my troubles. I contacted them again today via chat as I was working to ask what they were doing about my complaint. Apparently nothing, and I was assured that a new complaint had been raised and that Sky would communicate any updates to me.
I will not hold my breath - as someone who has been with Sky for over 30 years and who spends over £200 per month with them between mobile and TV, I expect a whole lot better!
Dorts
Hisense 65A7GQTUK 4K, Sky Q 2 Tb main box and 3 mini, YouFibre 1gb with 4 Eero routers
