I am currently in a situation with Sky where I am at my complete wits end!
To give some background I have been a Sky customer for 13 years, I have recently cancelled tv with them, i still have broadband and 3 mobile phone contracts.
my sons phone contract had come to and end, so on Thursday 8th Jan I ordered a new phone, confirmed to be delivered Friday 8th. I had plans but cancelled then in order to ensure I was there for the DPD delivery. Got a message in the am- phone to be delivered between 1.30 and 3.30pm. Great.
Well here's where the disaster starts. 3.30 comes and goes- I check the DPD app- shows the driver in the village somewhere, but an hour later he's still not here. I continue to track the driver- by 7pm he's back at the depot. I have no phone. Later on when clicking on the app, it gives me the option to reschedule a redelivery. The only day I can take off work is Wednesday the 14th, so I rebook for that date.
Wednesday arrives, no dpd text is received in the morning and by 2pm I'm starting to worry. Where is this phone and have I taken a further day off for no reason?? I call Sky. Get told the phone is with DPD, but will not be delivered today. They assure me they will raise an escalation, say it takes 5 working days. I say I can't wait this long. Put me on hold, come back and tell me as I'm a loyal customer they will escalate to come back to me within 24 hours.
24 hours passes. I ring sky. Spoke to a pleasant lady. She tells me 'don't worry, I'll arrange for dpd to redeliver tomorrow'. I tell her that I won't be around tomorrow morning. She says, no problem, I'll make sure it's delivered tomorrow after 1pm. All you need to do is sit back and relax and wait for your phone to be delivered. Sounds fab.
This morning arrives, no dpd text. I'm starting to feel the familiar sense of unease that this phone won't be delivered today. Call sky, to be told they have no idea when the phone will be delivered, have no idea where it is, they can't contact dpd and that there is no note on the account to say I was told yesterday it would be delivered by 1pm today!! They admitted that the call handler probably lied to get me off the phone.
So, I have just come off the most frustrating 90 minute call with Sky. They can't update me on where the phone is, they can't track it, they can't contact dpd (although said that I could!) and they won't let me cancel the contract so I can get a phone elsewhere.
im at my wits end- how long to do I have to wait for this to be resolved??? Sky can't give me any time frame- just keep saying 'it's been escalated' In the meantime I'm in no mans land with no phone, no update and no clue on what to do next.
im so frustrated and have made a complaint about the situation and the lies I have been told, but this doesn't help my lack of phone scenario. How long do Sky wait for dpd to finally say the phone is lost before they admit defeat and let me cancel??
