Monday, 8 September 2008

SKY Digital - are they serious?

It's been a frustrating few weeks trying to get my newly transferred Sky broadband connection up and running. This is my first serious contact with the faceless mega-corporations of the civilised west and I am less than impressed! If anything could've made me pack my bags and scuttle back to supposedly backward Zambia, SKY certainly came very close. I think I can safely say that I have NEVER had such ineffective service (or should I say lack of service!) ever, anywhere!

My sorry saga all started after we bought our own little bit of heaven (an apartment in a converted church actually) and started the application to have our broadband service transferred from out rented house to the new premises. All seemed pretty straight forward when talking to a Sky representative on the phone and we proceeded to follow her instructions, expecting to be properly connected after the promised 10 days. Well, what she neglected to tell us was that it took 10 days to disconnect from the first premise and a further 10 days to reconnect at the new place! Mind you, it took us two days and several long telephone calls to find out this important piece of information when the internet didn't kick in on the expected due date. This was just a taster of the irritation and frustrations to come!

Another 10 days later and we STILL had no promised connection. This is when the real fun started! I've lost count of the number of telephone calls made and the many different Sky employees I spoke to. I got to visit call centres in Mumbai, Northern Ireland and Scotland. I wrote down the names of dozens of technical support people (each call was dealt with by someone different!) and repeated my story with ever increasing irritation from one department to another for 3 weeks, each time spending at least 30 minutes on hold between departments. I had 'tickets' opened and closed, I had 'ping' tests, 'line' tests and many unfulfilled promises of 'call backs' - all to no avail!

I begged, I pleaded and I threatened. Slowly and insidiously they wore me down with their "I'm sorry but I can only pass you on to our ....... department for action - do you mind being put on hold?" Of course I minded but what bloody choice did I have? One 'on hold' session lasted 58 minutes and 12 seconds (I know this because I timed it) before my phone ran out of battery power and went dead! Finally I wrote a stinker of an email to them and then discovered that there are NO facilities to email complaints! I googled and found websites with thousands of dissatisfied Sky customers and chat rooms to commiserate in. It was in one of these that I eventually found an email address for them and sent my email off. All I have received so far is a computer generated standard reply....thanking me for my feedback!

We do have a happy ending but not due to any brilliant service provided by Sky. The First Born Son went onto the BT website and discovered that we could ask for a line test directly, which we did on Saturday night. About midday on Sunday we got a call back from them and about 10 minutes later my broadband was connected and WORKING!

While I have to admit that nearly every person I spoke to in Sky was pleasant, sympathetic and friendly, they were of absolutely no use in helping me to solve my problem. They were a product of this impersonal and faceless system that just kept me running round in circles with no obvious recourse. I think I can safely say it was the most appalling experience I have ever had dealing with a company, anywhere in the world!

1 comment:

WannaSmile said...

Just want to thank you for the link in your blogroll!