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SKY call centre

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  • #1

    SKY call centre

    Having a 'bad' day today,

    Normally I would not ring the call centres, would rather put it in writing but in this instance rang them.....I was becoming more and more frustrated with the replies, never mind the length of time 'I' was ringing an 0845 number and being charged for it....in the end I asked to speak with a manager, only to be told that there wasn't one in today....Lies and more lies........ so I asked for the name of the chap I was speaking with ...Matt......Matt who? I replied....

    He stated that it was NOT a legal requirement for him to tell me his full name......How many Matt's work for SKY???

    My question is that if I end up putting all this in writing...as I shall do, then how can I refer to a Matt someone or other.....the only thing is I can tell them the time, date and how long the query....which should be recorded at their end....if they should admit...

    I just find this 'system' is totally stacked in favour of the supplier and the recipient...me.... is just at the end of my tether speaking with them.....and that is why I write and refuse to speak with the call centres.......Am I alone in this frustration??????
    Tags: None
    • 2 likes
  • #2
    Re: SKY call centre

    Here is a letter I sent to the CEO of 3 Mobile recently after being driven mad by their call centre:

    Dear Mr Russell,

    I realise you are very busy and would not normally get involved personally with customer issues, but I feel this to be exceptional.

    My wife and I have six contracts with you, four for mobile phones and two for mobile broadband. We have been longstanding customers of 3 for many years.

    Recently we took out a contract over the internet for an Apple iPhone 3gs 8GB telephone number xxxxxxxxxxxxxxxxxx. This was a birthday present for my daughter and did not arrive on the day promised. I actually e-mailed you at the time re Mr xxxxxxx in your Bombay CS centre stating how good he had been.

    The day after receiving the iPhone we went into your Bridgend store and asked for a cap to be placed on the 500 minutes. They have organised this with all our other phones. Unfortunately, and obviously through no fault of ours, this cap was not put in place and yesterday 3 tried to take £129.60 out of my account rather than the contracted £30.00. There were insufficient funds in the account, so the direct debit has been returned to you unpaid (we have now cancelled it for reasons stated below).

    I phoned 3 mobile and spent over three hours trying to resolve this issue amicable. I spoke to vvv at 13.48, www at 14.22, xxx at 15.33, yyy at 16.05, zzz at 16.32 and then two more people ending at around 17.30. Not one of these customer service advisers would put me through to a senior member of staff and none of them could resolve the issue which to my mind is simple.

    We took out a sixth contract for £30.00 per month. We asked for a cap to be placed on this. 3 tried to take £129.60 for calls made over the limit after failing to put the cap in place. We agreed to pay the £30 originally contracted, but not the remainder.

    All we were offered was £20 off the bill as a goodwill gesture, thus leaving us £80 out of pocket.

    After three very frustrating hours no progress had been made so I set in motion the 30 day notice for early cancellation of all six contracts. Your customer service advisers were appalling and informed me that I would now have to pay in excess of £1200 for early cancellation fees.

    I believe my request was reasonable. Your CSA's obviously did not. It is with deep regret therefore that I have given notice on all six contracts and will be taking my business elsewhere. I think this is disgusting, but regretably it seems the only resolution.

    I have placed all accounts in dispute and reminded Mr xxx at 16.44 to ensure the call was being recorded, and that as he agreed the accounts were now in dispute any collection activities were unlawful until the dispute is resolved.

    I have cancelled all direct debits so no money will be paid to 3 and I am happy to pursue this through the courts should a satisfactory resolution not be reached.

    I do hope you will take the time to contact us on 1234 567890 regarding this issue as it is with great regret that I have been forced into making this decision due to the pure incompetence and dreadful customer relations of your staff.

    Yours sincerely,


    Caspar





    The CEO phoned back in person the next morning and since then we have not paid a penny to 3 for any of our contracts. He came up with a proper goodwill gesture in order to keep us as customers, so no - it's not just you!

    Comment

    • #3
      Re: SKY call centre

      This is were the TCF and CPUTR 2008 should be working for you.
      If you think nobody cares if you're alive, try missing a couple of payments.

      sigpic

      • 1 thank

      Comment

      • #4
        Re: SKY call centre

        Originally posted by pompeyfaith View Post
        This is were the TCF and CPUTR 2008 should be working for you.
        Please explain to a brain dead Caspar! Thanks. (Don't even know what TCF is!)

        Comment

        • #5
          Re: SKY call centre

          So, the crux of the matter is that he (Matt) claimed he had no legal obligation to divulge his surname..... what do you think????

          Comment

          • #6
            Re: SKY call centre

            Matt was his surname preceded by Door

            Comment

            • #7
              Re: SKY call centre

              TCF is treating customers fairly and it applies to all businesses.

              http://www.fsa.gov.uk/pages/doing/regulated/tcf/

              http://www.legislation.gov.uk/uksi/2.../contents/made
              If you think nobody cares if you're alive, try missing a couple of payments.

              sigpic

              • 1 thank

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              • #8
                Re: SKY call centre

                Like it!!
                • 1 thank

                Comment

                • #9
                  Re: SKY call centre

                  I've had this discussion with a reasonable staff member previously at O2.

                  I was told that they can give their first name and the call centre they are at. You note the time and number you called and they can track it.

                  The reasoning I was given for this was that the call handlers are entitled to at least some anonymity and a really peed of customer having a full name can track them etc....

                  Far fetched but possible

                  not every customer is reasonable....just as quite a few CSA are plonkers who can't tell their arse from their elbow

                  Comment

                  • #10
                    Re: SKY call centre

                    It works both ways though. If ever I accidentally answer a DCA call I ask them all the information they are going to ask me, name, address, contact number tehn explain as I don't know them from Adam as they won't give me their details I won't give them mine.

                    Comment

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