Missing mobile no update

[An31]

Been waiting on my phone to show up since the 4th December dpd have it held but wont tell me why I'm sure it's lost anyway reported it to sky and instead of raising an investigation they tried to sell me the same contract at a higher rate and wanted me to pay the upfront cost again obviously I declined as its a breach of the original contract I have with them ..... anyway off track iv spent 6 hours in total speaking to call centres in India and South Africa both not very good the call centre in south Africa said let me put you on mute while I look for you not realising the agent didn't put me on mute and instead of checking the status of the investigation she sang some songs for a bit them complained about why am I wasting time on this call before picking the phone back up to me again ...... I must say the customer service iv had so far from sky has been unbelievably shocking. Anyway 15 days later and still no contact from sky or an update. Had to get ofcom involved so currently with them.

Has any one else had any similar issues?

[63johnw]

Hi @An31  you could try an official complaint. 

https://www.sky.com/help/articles/how-to-make-a-complaint

[An31]

I could or I can leave ofcom to deal with it I don't get paid by sky or dpd to run a round like an idiot. Ps I appreciate the reply but on the sky customer service call it says sky employs read and communicat through the forum I'm yet to see any of the employees reply to any one on here only random customers with huge amount of time on there hands. I appreciate you took the time to help but sky doesn't pay you or any random customer to post on here.

[caesarome]

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@An31 wrote:

but on the sky customer service call it says sky employs read and communicat through the forum 

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Whilistbthis is correct this has been down since the summer and it is looking like it will not be available again until sometime in the new year.

OFCOM are the media regulator so do not get involved in individual issues which is why you need to give Sky time to resolve it or when you have acdeadlock letter from them you can take it further as explained here:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[An31]

Ofcom regulate dpd in relation to package deliverys. i have CISAS currently investigating the issues iv had with sky in relation to there customer service and the breach of contract attempt. In this day an age anything over 10 days is shocking we live in an age of technology and information is a button click away the fact dpd and sky take over two weeks for an investigation is shocking. I'd mobile forum had a look and there are people missing phone how ever I'd are resolving issues in 6 working days the fact a large company like sky can't do it faster should be reviewed internally. 

[An31]

Ordered a samsung s25 ultra, watch and sim on the 3rd december dpd lost the package (stolen by Neil the driver) sky was supposed to raise an investigation on the 8th December called back on the 16th sky never raised the investigation had to re-raise it. Didn't hear nothing for a while called sky this time it took 2 hours just to get through. I finally got through to the call centre in south Africa of all places explained the situation got passed to 6 different departments including sky glass ??? Finally got back to mobile team the lady on phone siad let me put you on hold while I check forgot to put me on mute/hold then said "why am I wasting time on this call" then proceeded to sing a neyo song (not a bad voice tbf) then picked the line up and pretended she had done something .... anyway left it again called back just before Christmas agent in india this time lovely lady but as useful as a chocolate tea pot she tried to re sell me the contract at a higher rate and another upfront payment I obviously declined as it was a breach of my original contract I have. After mentioning this I was told all sorted and a new hand set watch etc will be sent out 2nd of Jan still havent got it and the sky app still says the 4th December so lied to as per every other call iv had with them. I recorded all my calls with them so if anyone would like to have a laugh at my Misfortune hit me up and il send you them. Sky have now been reported to the correct ombudsman. And before a customer posts here is a link to complaints I already have done this. Has any one else had issues with lying call centre staff etc?.

[caesarome]

@An31 

Any investigation takes weeks to be completed and more so over the Christmas and New year period.

The ombudsman might not be interested until you have a deadlock letter from Sky and you will only have this if your complaint has not be sorted 8 weeks after you put it in.

[Daniel0210]

@An31 

No need for a new thread. I've moved your post into the original thread to provide some background.