Sky keep you on hold for 2hours...

http://www.bbc.co.uk/blogs/watchdog/2009/05/customer...

Apparently...

Yeah, people are queuing up on here to complain about it...... can't you see all the complaints ?

To be honest, alot of the calls dropping are due to the systems, i frequently get calls dropping, i know thats still sky's fault, but a lot of people blame the agents

Indeed, so many complaints.

My point was, while I was lucky with my parents sky nothing went massively wrong.

If something does go wrong and using their awful systems it can be pretty bad at getting through to them, nevermind getting them to do something simple like remove a tag on a line they left ages ago.

Sky's call centre systems are pretty disgusting, but they they outsource them to monkeys like Manpower etc in Glasgow, what can you expect.

Edited by deleted (Sat 09-May-09 08:19:45)

Sky already explained in that blog that they were having system problems at the time that Watchdog were doing their tests. I have only had occasion to phone Sky a few times myself in the last few years, and have never had any problems getting though, but it stands to reason that if you phone at lunchtime or in the early evening when many are returning from work, call loads will be heavy. I'm sure that if the situation was as dire as Watchdog make it out to be, we would be seeing lots of posts on this forum, and on the Sky User site forum, but there aren't any significant numbers.

A few years ago I lived near Glasgow and went for a call centre interview where there was quite a few ex Sky employees working, they all had stories and all of them hated working for them(hence migrating to another company!)

So I dont think its all the staffs fault except the fact that they quite rightly get stressed under the conditions so may hang up on customers as they are fed up with complaint after complaint.

I generally have had good experiences with Sky over the years CS wise apart from now when they charged me by accident for a cancellled dish install as they forgot to cancel the order on the system.

In reply to a post by JohnUK:

Indeed, so many complaints.


Sky's call centre systems are pretty disgusting, but they they outsource them to monkeys like Manpower etc in Glasgow, what can you expect.

wait a minute, where are you getting this, sky's call centre is owned and ran by sky in Livingston. I know because I have been inside it!

Their response time when i called was 5 seconds.. but the advisor i got was terrible to say the least. She refused to credit me £5 broadband discount i should have got!

When i called to cancel the service earlier this month due to moving they said (after desperatly trying to keep me) that it would take 31 days to stop all my services. I thought thats fine go ahead with it and finnished the call.

Then i get the final bill charging me £15 for bb, even thow its been £10 for over a year.. so i call them(my 1st ever call to sky). So i get threw in few seconds and get the most useless advisor ever. She tells me that tv/bb was set for 31 days to stop but the skytalk was canceled on the day i called to cancel, so thats why i didn't get the £5 discount. So i say well these errors happen all i want is the £5 credited due to them canceling it early which is fair? Its only £5....but thats £5 i need!

The advisor pretty bluntly said, sorry skytalk was canceled; you cant have the discount. I asked to speak to a manager repeatadly and she flat out refuses and says they will only say the same. We argued about it for about 10minutes then she had enough and said she had to terminate the call only to just go silent on me i could still hear the call centre background....i muttered to myself "she doesnt have the balls to hangup" then.. well she hung up lol

I called back again immedietly after and the advisor (Hazel i think was her name)immedietly without question gave the credit and one of the only apoligies ive ever believed from a call center for their error.....and her manager will look into the previous call as it was ridiculous, I asked to speak to manager (and that was no problem with Hazel) to complain about the previous advisor and praise Hazel for dealing with a simple complaint swiftly. I used to work in 150 for BT so a little appreciation makes you feel good when your dealing whit irrate customers daily.

My 1st call to them and it was terible experience.

Its a good thing their actual tv/bb service is great otherwise she would have lost them a few customers.

Anyway rant over

Edited by deleted (Fri 29-May-09 22:05:31)

As a Sky Pioneer (We became a Sky Subscriber from the first day it went live) I have nothing but praise for the service we have had from the Helpdesk!

In reply to a post by connormill:

In reply to a post by JohnUK:

Indeed, so many complaints.


Sky's call centre systems are pretty disgusting, but they they outsource them to monkeys like Manpower etc in Glasgow, what can you expect.

wait a minute, where are you getting this, sky's call centre is owned and ran by sky in Livingston. I know because I have been inside it!

north of watford line = foreign in some peoples mind........