Customer Services Shock!!

I was setting up a friend's Sky connection after a night out in a restaurant - so it was 2am in the morning!

Anyway I screwed up and was left with no other option but to ring Sky CS. I thought I would ring to see what time they opened the following day. Imagine my amazement when I actually got through to an agent at the ungodly hour of 2am UK time.

Even more amazing was the agent was actually helpful and managed to fix the problem within 5 minutes. I was amazed because I had heard all kinds of horror stories about Sky CS (mainly from people not on Sky of course).

So was I just lucky or is Sky CS actually fairly good?

Edited by deleted (Sun 02-Dec-07 16:47:04)

I too have found them to be pretty good but then I've not phoned with a serious problem.

Johnno

ditto and for the record they are open 24hrs a day^^ its best to call off peak hours as less calls

I only rang at 2am in the morning to see what time their CS opened the next day.

I nearly fell off my chair when I actually got through to a live person at that time of the morning who helped me there and then.

My problem was reasonably "techy" and involved settings on the connection I had messed up.

The CS agent was very helpful and seemed to know what she was talking about. Went through a few steps until the problem was identified and "bingo" - problem was sorted in about 5 minutes.

I was quite impressed.

Ah ha so if we want to talk to the one agent that knows anything we need to call at 2 am !




/goes off to set alarm clock.

My only problems with Sky CS was when I was trying to buy the [censored] thing. People not trained, not reading screens, not knowing what was going on, refusing to help and take responsibility and an order system that when 'computer says no' no one could override!

When the order was finally complete in February (after 5 months of messing around) and connected - everything has been absolutely fine. Top notch service, speed, and on the one occasion when I needed to call, polite, friendly and helpful.

So - presales support? Diabolical. Support for customers? Fantastic!

As I understand it, sales are outsourced to companies like RHL etc..

When I joined, I ordered online http://shop.sky.com so I wouldn't have any problems with sales staff getting my MAC code wrong on their ordering system. I've yet to need to speak to Sky's CS, but I'd figure they've got to be an improvement on AOL's.

In reply to:

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Top notch service, speed, and on the one occasion when I needed to call, polite, friendly and helpful.

So - presales support? Diabolical. Support for customers? Fantastic!

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It does seem that most of the moans where about presales - though those complaints seem to be very rare now?

The actual Customer Services though on my admittedly limited experience do seem to be first class - plus I just love the idea of genuine 24 hours a day help.