Having a nightmare before puck is even delivered please help

[Newsstream]

Hi everyone, I ordered sky stream on Sunday with a sky rep in an electronics store. 

I was assured that it was next day delivery so the "latest" I would have my puck was Tuesday so I was told. 

Aside from my welcome to sky email I've received no correspondence what so ever from sky or dpd so I have no tracking information

Tuesday came and no delivery, Wednesday came and no delivery, I called sky yesterday...the customer care rep told me id be waiting 14 days that 14 days for delivery is standard and that there is no next day delivery and she's sorry I got it wrong...

Next day delivery is advertised all over their website, and it was assured to me in store by the rep also when selling

I told her this was completely false advertising and that she must have it wrong, could I speak to a supervisor/ manager /anyone else who may be able to answer my question...she told me I would be on hold for 48 hours...at this stage I was pretty frustrated to say the least, particularly because she kept speaking over me and wouldn't allow me to explain that I was assured of next day delivery by the sky rep. I could hear someone in the background repeatedly saying "put the call on hold" after I had told them I couldn't go on hold yet again (I had been on hold for most of the call) as I had to return to work.

She then put me on hold again for the 10th time anyway and came back and assured me my puck would be delivered tomorrow, however she was unable to tell me if the puck had ever been shipped, if it was with DPD, If it was lost...she seemed to have no idea, but was happy to assure me it would be here today. 

I know it won't be, as DPD always text the night before delivery in my area and I've had nothing at all from DPD yet and still nothing further from sky. 

I think at this stage I'll just ring today and cancel it, I cancelled my other subscription to sky sports on Monday very stupidly as I was on a deal. 

There's no way at this stage I'll have my puck by the weekend to watch the F1. 

BY FAR the worst customer service experience I've ever had in regard to anything. 

I'm assuming there's no way to contact sky aside from the customer care line? I'll call later today to cancel my sky stream subscription before it even arrives 😅

Anyone else had this? 

[Chrisee]

@Newsstream normally hubs are normally delivered next day but things do go wrong occasionally. The rep you got was wrong and probably is not trained on Stream not every rep is.  Ordering through retailers like Currys does seem to increase the liklehood of issues but should work and you can complain and Sky will listen to the call see How to make a Sky complaint | Sky Help | Sky.com

To help you I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

The community escalation team are very experienced and hopefully should get you sorted reasonably quickly.

[Newsstream]

Thank you, I really do appreciate that. 

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Newsstream to chat.

[Newsstream]

I've received no response to my chat query as of yet

[MarkGoldsmith]

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@Newsstream wrote:

I've received no response to my chat query as of yet

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@Newsstream its not a live chat, so what will happen is that a member of the Sky Messaging Team should reply to you but there can certainly be delays with how long it takes for them to respond

[Fothergill1]

@Newsstream sorry to hear of your frustrations.  The chat invitation is for an online chat.  The link below explains how the procedure works:

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.  Note replies from Sky are not instant so you will need to regularly check the chat thread.

Good luck 🤞

[Newsstream]

Got in contact through the chat option, but its more ridiculous fobbing me off. 

Being told they can see my puck was due to be delivered on the 3rd of March (this is the day I ordered it - a Sunday so unlikely it was due to be delivered the day i ordered it) and telling me all they can see is its due for delivery but that they cant follow up on it.  They can't tell me a tracking number (they told me both my Sky I.D and mobile number could be used) both are showing as non existent on DPD website. I've recieved no correspondence from Sky what so ever to say my puck had been shipped, or anything at all for that matter apart from the welcome email. I've recieved no correspondence what so ever from DPD which leads me to believe they've never recieved my shipment to begin with. But anyway somehow in the eyes of Sky it is my problem, and I need to follow up with DPD - Bearing in mind I have no tracking number so DPD won't entertain me at all as they have no shipment in my name or phone number etc. 

I was told on the phone yesterday that my order wouldn't be delivered for 14 days, the girl didn't know if it had ever been shipped or if it was lost, but today im told its due for delivery and its my problem that it hasn't arrived and I need to follow up with DPD...Id be of strong belief that DPD have never received this shipment as they always send a mail to provide a tracking number at the very least. 

The sky service agent is telling me they cannot follow up on my order, however somehow they can see its out for delivery? 

I would assume since they are the ones who shipped my order and paid for shipping they most definitely have every right and ability to follow up on the order since it has not reached the recipient. I've never experienced anything like this before. The customer service yesterday was enough with the agent continuously telling me I was wrong about next day delivery (the next day delivery that is advertised all over their website and was promised by the sky rep) and talking over me not allowing me to speak, but today has really topped it that its my problem that the puck hasn't arrived and I need to follow up with the courier who appear to have no trace of my order what so ever. I'm just going to cancel

[Fothergill1]

@Newsstream Have you considered making a formal complaint?  This link gives an explanation of the complaints procedure.

The following is the complaint form (you will need to sign into your MySky account and it will auto populate your details. Complaint form