Sky Customer “Service”

The time has come to post this saga… it is one of the reasons I started this blog. What follows are the transcripts of some conversations we have had with Sky’s (rather, BSkyB’s) customer service.

The first is about using discountdial.co.uk to call my uncle in America:

Me:

If I use discount dial (that is, the service provided by http://www.discountdial.co.uk) to call USA, will Sky add a larger-than-normal connection charge? What can I expect to pay for this, atop the charge which the service requires?

Sky:

Thank you for your email regarding discountdial.co.uk. Please accept my apologies for the delay in replying.

As you have Sky Line rental and are on Freetime you will be charged for any calls yo make to the USA at normal rate charges, however if you were on Sky Talk unlimited you would not pay for calls to the USA. This would only cost you an extra 5.00(GBP) per month for the service.

I hope this helps with your enquiry.

Kind regards

Sharon

…Nice try, “Sharon”. Firstly, when I’m making a customer enquiry, don’t try and sell me premium services. That is very impolite. Secondly, have you even read my message? With this outrage in mind, I emailed back:

Me:

My query seems to have been misinterpreted; discountdial is a service which connects you by proxy to a USA line, charging a fraction of the normal call cost for calling the USA directly. I am not asking what the Sky charge rate is to call the USA, I am asking if Sky apply a surcharge on using a service of that type.

While I appreciate that you must field hundreds of enquiries each day, I would be pleased if you would take the time to read my message and the resources I provide with it more carefully and put forward a solution rather than trying to sell me an extra service; this does not reflect well on a “Customer relations” department. I am sorry if my original question was phrased unclearly.

Sky:

Thank you for contacting Sky Help Centre.

The information regarding calling USA directly the way to save you money in the long run is to change to unlimited service.

As your on our freetime phone offer the the cost to connect to the USA is

Daytime ppm Evening ppm Weekend ppm

17 ppm 11.2 ppm 11.2 ppm

There is also a 8p connection fee

For information on all our Sky Talk packages, please follow this link:

http://www.sky.com/portal/site/skycom/skyproducts/skytalk/pricesandoptions

You can also upgrade your packages online by registering with MYSKY at the following link: https://mysky.sky.com/portal/site/skycom/mysky

Kind regards

Yvonne

…”Yvonne”, is it now? What qualifications, exactly, do you need to work for BSkyB’s customer services? An NVQ in copy pasta?! At this point, we gave up. It was clear we weren’t going to get any sense out of these people. However, soon the time came for our next communiqúe…

Our router sucks. It is a Sagem F@ST 2504 (funnily enough, it doesn’t say so anywhere on it) and it continually fails at transmitting wi-fi, so we’re generally wired in. We had Sky Base, which is their bottom-bracket, 2mbps, 2gb cap package; it was essentially free with our TV package. We hit the bandwidth cap and received the threat that if it happened again, they’d change us up to Everyday, which is 10mbps, 10gb. So, we tried to barter for a voluntary upgrade with a contract, in return for a better router:

Me:

Hi. I am interested in upgrading our broadband from Base to Everyday. At present, I have the Sagem F@ST 2504 router which came with Base, and it is not satisfactory for our current needs. My question is this: If we upgrade to Everyday and agree to be tied in to a contract of minimum subscription length (such as 1 or 2 years) could we be offered a new HIGHER model router? Thankyou.

Sky:

Thank you for contacting Sky Help Centre.

To upgrade your Sky Broad Band subscription does not necessarily mean that a new router is needed. The router that you have just now will work just fine with an upgrade of your package. All that we would do here at Sky is upgrade your package allowing a change on you Broad Band line.

I hope this helps with your enquiry.

Kind regards

Jennifer

…AAAARRRRRRGGGGGHHHHHH!

I would get more satisfaction from telling a brick wall. Anyhow, I reiterated the question with lots of italics:

I’m telling you that we want a new router, because the original is sub-standard in terms of build quality, reception range, and software.
If we are not offered a new router, we will not upgrade.
I am fully aware that our current router will work with whatever package we are subscribed to. What I am asking is if you will offer us a new one, if we agree to subscribe for a minimum term of 1-2 years.
If you do not have the authority to make such an offer, please forward this to a higher-ranked member of staff who can.
Thanks.
I basically got some copy pasta of the last message; a load of rubbish about “Yoo don’t need a new box for get better internets”, but tragically, I have lost that email. Anyway, if you ever have to contact Sky’s customer support, be prepared for a lot of frustration.

Ste
Advertisements