A story of woe with Sky.
30th Jan - Sky Q main box failed. Constant reboot, whirring hard disk and the blue circle issue folks see. 1st Feb: After 3 days of trying to reboot it / software updates etc failing I called Sky who promised a next day shipment of a new box.
6th Feb: 5 days latter no sign of box, nor any calls form Sky. So I call them and get told that my box is so old, it needs and engineer visit to replace it. However, as a box was ordered for mail delivery it caused issues with Sky back end processes and it needed a CRF 9Customer Resolution Form) sign off. This would take up to 3 days.
8th Feb: SMS Text from Sky to say - CRF now needs to wait till 9th Feb to be approved
9th Feb: Further SMS Text from Sky to say - CRF now needs to wait till 12th Feb to be approved
12th Feb: Further SMS Text from Sky to say - CRF now needs to wait till 13th Feb to be approved
Feb 14th: Phone call from Sky to book in an engineer visit for Monday 19th Feb am slot. Alos offered "compensation" of a 1 month trial of Movies and £19. I pointed out that teh £19 did not even cover the time period I’ve been without TV but being charged by Sky and that a trail is more hassle than its worth as the onus is on me to stop the trial or be charged.
Feb 19th No sign of Engineer by mid day having waited in. Call Sky and they have no record of an engineer having been booked in. Now rebooked in for Friday 23rd. I have had enough so ask to speak to a manager. Advised "can't do that but i can get one to call me back".
Feb 20th Still no one has called me back and I’m very dubious I’ll see a fix this Friday based on history and customer service to date.
Is it just me, or is this a ridiculous situation and terrible customer service form Sky based on bureaucratic processes and systems that are not customer centric? Anyone else suffering the same issues with Sky back office processes.
I've been a customer for around 13 years but I’ve had enough! Nearly a month without TV!.
