Tag: customer service

Evenfall

What a wonderful way to end a rather frustrating day. Customer Service is a dying art. Or maybe we’ve gone too far with the whole ‘keeping your account secure’ thing. I’ve been stuck in an email loop trying to prove who I am. Honestly, it made me laugh and almost cry at the same time.

I have to admit, they got off on the wrong foot by sending me an email addressed to ‘Valued Customer’. That’s rich when you hear where we went next…

Questions like ‘what’s the email address associated with the account?’ Umm that would be the email address you’ve emailed me on.

‘What’s the account number?’ Oh the one on the email I originally sent you?! That one?!

‘What’s the name on the account?’ The name I put in the original email? No, I’ll repeat it. It’s Philippa.

‘Sorry we can’t accept your answers as you signed your email Pip. Not Philippa…’

Give me strength!! So I called them. Ranted for a while. Still getting no further with answering the questions I had. Eventually the poor person on the phone said she’d raise a complaint for me. I did apologise to her as it wasn’t her fault.

Please tell me it’s not just me?! Then they had the cheek to send me a ‘customer satisfaction survey’. Lock and load people…!

At least my ride was much more pleasant. It was the perfect temperature. Perfect ponies. Perfect company. Just perfect.

Q

After waiting 21 days, I am now the proud owner of a new shiny Sky Q box. Actually I’m the owner of two! Though Hugo has claimed the second box.

It’s been a very frustrating day though. I was told some time between 8 & 1. So cleared my diary so I could be here. At 11:50 I got a message from a bot telling me there was a delay and they might not get to me today. Argh! Then I got a text saying 12:15 & 2:15. Closely followed by another message to say engineer was on his way. But not from where?!

Finally he arrived and confirmed my Sky box was deceased. So new box it is!

For some reason, they ‘upgraded’ me to Ultra HD and multi room. I felt rather sorry for the poor engineer when he asked where the other TV was. Ummm I only have one. And it doesn’t do Ultra HD.

After a number of live chats and phone calls, I finally found someone who could help. Apparently I’m not the Account Holder. Only been with Sky for 23 years! I had the wrong password. Even though it was OK before. Oh and I couldn’t have had an engineer today as my account is closed. At one point I was transferred to technical support. Why?! Lord help me, I was tearing my hair out.

It turns out that while I’ve been with Sky such a long time, the account is still in my ex-husband’s name. After a decade, they finally allowed me to change this over to my name. So fingers crossed I won’t have so many challenges next time.

They’ve removed the bits I didn’t want or ask for. And they gave me money back for not being able to use my dead box, a discount, Sky Cinema free for 2 months and Netflix for free. Hurrah!

So what have I missed?!