Livid with service

[Daveterry75]

Ok, I've been trying to sort this without going public, but im at the end of my tether now. I ordered a "swap" a month ago today, was supposed to be delivered the next day, I've still not received it. Kept checking the app, the day it was supposed to be delivered but no updates, called sky 5 times that day, and assured every time it would be deliver3d as promised.

It wasn't until my last call that day I was told there was "a technical glitch" on my order that day and it was never getting delivered that day, but they will sort it and get it delivered the day after the bank holiday.

That was a month ago, I've taken 2 days off work which I've been told sky will compensate for, but they refuse to commit to it in writing, so I have to take the person im speaking to at the times word for it. Since then, I have spent over 20 hours on the phone to sky trying to find out when im getting my phone which is showing in stock online, I've been promised call backs constantly that I've never received, I've been told ill be compensated, but the next person I speak to denies knowledge of that conversation. I was promised a call back from a manager between 11-12 yesterday, and still no call back. 

I worked in electrical retail for 20 years and I've never had such bad customer service in my life. I can provide more details, but dont want this post to go too long.

I've even escalated this to a complaint on 4 separate occasions and I've just got an email the next day saying the complaint has been closed, with no contact with myself.

I feel like im done with sky now and want to go elsewhere.  If I do, I will not be paying out the remainder of my contract with sky or outstanding balance of my contract as I've made every effort to upgrade with sky, but theyve made it impossible.

Would appreciate the communities thoughts 

[Daniel0210]

@Daveterry75 

You did the right thing in making a complaint, In addition I see more and more complaints on here regarding failure to call customers back. I've never had that issue myself going back 24 years. My understanding is managers are there to support and supervise their group of agents and are not necessarily public facing. 

At the end of all this Sky may offer you a credit on your account as a good will gesture for the inconvenience but they certainly won't compensate you for lost work days. 

You won't be able to renage on fulfilling your payment obligations I'm afraid and Sky would seek to get any money owed via debt collection agencies if required which could affect your credit score. 

Not what you wanted to hear perhaps but you asked for thoughts. 

[Daveterry75]

(removed) I notice nobody from sky has replied. Nearly 2 weeks on, I've called them multiple times since, promised a call back that day as he'd spoken to some team dealing with the complaint, called them back after I had no call back, and was told they cant talk to other departments and I need to wait 72 hours!!! That was a week ago, called again yesterday,  and got told the same thing, nothing I can do today, ill escalate your complaint, I promise we'll deal with it, please give us 72 hours. There's a weekend in that time, so theyve essentially fobbed me off for another week.

Your thoughts?? Im an existing paying customer, theyve already taken the down payment from me. You still dont think I have grounds to say their service is so horrendous I am leaving their contract and will not be paying the remainder of my contract? I have tried as hard as I can for well over a month to remain a customer and they have essentially treated me like a lieve of **bleep**. Still after all of this time just fob me off and refuse to give me answers. Why should I be forced to keep paying these people that are clearly in breach of contract themselves????

Honestly I am so angry with the way I've been treated, and continue to be treated. 

Dave

Moderator note: Removed inappropriate remark(s).

[PandJ2020]

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@Daveterry75 wrote:

I notice nobody from sky has replied.

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Sky are highly unlikely to post on this forum on a specific case.

Realistically you'll have to continue your complaint until they agree deadlock or it reaches 8 weeks before you can escalate.

[thomasclark]

I've called Sky 15+ times and contacted them via webchat a further 5+ times. Have been promised undelivered callbacks probably 5 or 6 times. I've also had the same problem re submitting complaints and having an email saying it's been closed (despite (a) not having any contact, and (b) not having the issue resolved).

It's quite difficult to get them to provide a deadlock letter, so you may be in the same boat as me (i.e. waiting 8 weeks before contacting the ombudsman).  In some ways it's good to know it's not just me having this issue, but it is frustrating!

Best of luck getting a resolution.