I bought my daughter a new mobile phone for Christmas. However, the phone does not charge. I have made many calls and raised a formal complaint to be recorded as SKY mobile continue to fails in keeping its promises to send me a box to return the new but faulty mobile phone to them. I have now been waiting for the phone returns box to arrive since 5th January and have made 8 separate calls the last one of these lasting 3 hours, (yes that's right) over 3 hours in total talking with 6 different service support people from their tech team, in a forlorn attempt to get a returns box sent to my house just over a week ago, without success.
Every time I have called I get a verbal apology, an excuse and then given a lie - be it a technical fault occurred, a logistics problem occurred, it was cancelled but I don't know by whom, and multiple unkept promises to follow up with me in 5 days time to check that the returns box has arrived by Senior staff and (alleged) Managers. Not one call has ever been received to date!
I have continuously requested that my calls are recorded and requested transcripts and emails confirming the date and reason for my complaints, but they never send them, which impinges upon my ability to progress my complaint through the Ombudesman ( which can only be a deliberate act, I'm sure).
I have asked on several calls to have my complaint recorded and to speak to someone in a Senior position or in their complaints dept and was told it's dealt with here " by us" as a record as we don't have a complaints dept. How handy is that one thinks?
So not only can I not get a refund on my faulty phone or cancel the contract
I can't get my complaint answered.. still waiting.
I can't get confirmation in writing that I have made 8 phone calls to complain from Sky mobile despite promises to do so.
I can't get my complaint escallated to someone Senior, I just get someone else instead!
I cant take the complaint up with someone in a complaints department because it doesn't exist according to the Sky mobile tech team.
I am impeded from taking this complaint to the ombudesman as I have to evidence that I have tried to have my complaint resolved at least 3 times with Sky mobile beforehand, but they won't write to me or provide a response ( see above) to my formal or verbal complaint calls.
I can't get anyone to take ownership of my complaint and call me back to check if the returns box has arrived, despite many promises made by the support team to do so!
i can't get a new mobile delivered with 48 hours though... funny that, don't you think!
Finally, and most upsetting of all is that my daughter still has not had use of her Christmas present.
I can't be the only person who has experienced this issue and appalling customer service.
