Sky Outsourced Call Centre Phone Call

Just recieved a call from the Sky outsourced call centre asking me if their installation team had come to my property to do the follow up repair?

I did say I was hoping Sky could tell me when the installation team was going to do the repairs. I was surprised that they did not know ,where or  when their installation team was supposed to do the repairs.

 

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Sky Customer Experience So Far

 

The Sky installation installers turned up unannounced on saturday morning , no telephone call or letter from the Sky.

The installers had not been briefed on what they needed , to fix and did not have the tools or materials (bath stone )in organised for this job.

We  decided that they would return this week coming, and might be able to make the repairs on monday.

Just  after the Sky Installation left , I tried to phone the Sky installation outsourced company First Line Digital to confirm a date and time.  When I contacted First Line Digital, the call centre said they had no records for me and ” have done no work on this property for the last ten years”. He recommended that I phone Sky to sort this issue out .

I phoned Sky who then put me on hold after five minutes they came back to me and said I phoned the wrong First Line Digital  call centre number (the number I phoned was the number  First Line Digital installation team gave me?)

I was told that First Line Digital Would be in contact , a manager did phone me, not to resolve my issue, but to find out which call centre agent said they had no record of work/damage done to my property .

The First Line Digital manager did say a customer services agent would call me to schedule a date and time on saturday.

I have not received a call from First Line Digital customer services department on Saturday , I spent forty-five minutes on the phone talking to a Sky Customer services agent and First line Digital  manager trying to organise a time and date , the result is no date and time organised  for sky to come out and fix the damaged bath stone. How very painful.

It would be great if the Sky  installation dept could work out a process where Sky and First Line Digital actually knew what the other company was doing, when they are working with  Sky customers.  Pretty shocking Sky “customer experience” so far.

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Sky TV has outsourced the Sky customer experience

I have just tried to speak to a manager/supervisor at Sky. I have been told there I cannot speak to a manager as there is nobody available.

I did try to leave a message for a Sky manager to phone me but was told that I cannot leave a message and I must email Sky.com.

The lady did mention, they do not work for Sky and part of TSC http://www.herotsc.co.uk/ they are Sky’s outsourced call centre.

The Sky Installations  department is outsourced and Sky’s call centre is outsourced no wonder  I am having a bad Sky customer experience.

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Sky Installations team customer experience

I left messages with the Sky installation company , on the first telephone call I was told somebody would phone me on the 23 September. No phone call on that day.

I phoned sky again on the 28th of October and was promised that a customer service agent would phone me back on the 28th of October , never received a call.

I spoke to Shirley on the 10th of November, and arranged that a manager would come out and look at the damage. The manager does have the report from the first site visit, so I am struggling to understand, why they need to look at the damage twice.

Andy the manager was scheduled to look at the hole on Saturday the 13.11.2010 around mid morning , Andy would phone to confirm the time on the day. I waited for Andy and decided that at 2PM Andy was missing in action and setting up appointment and attending at the scheduled time was not a priority.

I found this missed appointment quite frustrating as I wasted my Saturday morning waiting for Andy “the phantom ” manager .

Has anybody else had a bad experiences with Sky damaging their property and not bothering to rectify the damage.

 

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My Sky Customer Experience

 

Welcome to my SKY customer experience blog  , just to give you some background information on my Sky experience.

 I decided two years ago to install Sky. When Sky first installed my sky dish  I did say to the installer that he must not damage the bath stone on my house ,when he drills a hole to install the wiring for the sky dish.

I did say to him that if he thought that he would damage the  stone , he must let me know and I would cancel my order with Sky.

He told me that this would not be an issue and he would not cause any damage , He fitted a large plastic cover and told me everything was fine and no damage was caused.

Two years later ,I decided to upgrade my Sky package to Sky+HD , the second Sky installer damaged  my guttering  and he then ripped of the famous plastic cover to expose the damage the first Sky installer did.

The problem Sky has is that BT installed a new telephone line for me and caused the same damage , BT then sorted out the problem straight away , no passing the buck , BT accepted they had caused damage and fixed the damage straight away.

 My Sky Customer Experience  so far is

  • Two installation teams that have damaged my property both times.
  • The first  installer blatantly  lied  to me and telling me that he did not cause any damage.
  • Sky telling me this not their problem.
  • The Sky installation team telling me they do not want to fix the damage the caused and wanted to use “sand stone look” polyfilla.
  • The Installation call centre repensative arranging for his manager to phone me on the 23rd of september , no phonecall.

BT customer service department should offer a training cource for the SKY customer service director for “customer experience” methodolgy.

I just wish  Sky could fix the damage they caused.

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