Sky Customer Services - Live Chat

[Amateurish]

What a fking waste of space. I queried me bill because Sky had added a random charge and over-charged me. Stpuidly, I used the live chat function. What a waste of my life. They were beyond useless.

In essence I agreed last week on a new deal of the basic Sky service without sports or movies. But they put me onto the higher cost full package.

This whole exchange took over an hour.

Live Chat said:

Welcome to Sky Live Chat Service. A Sky Advisor will be with you shortly. Your chat may be monitored and recorded for training, legal and compliance purposes.

You are now connected with Hamid.

Hamid: Hello, you're chatting with Hamid, a Sky advisor, may I take your name please?

You: James

Hamid: Hi James, how can I help you today?

You: I have a query with my bill

Hamid: Please go ahead.

You: Two problems:

You: 1. There is an item I do not understand

You: Sky+ Subscription 28/10/12 - 27/10/12 £10.00

You: Could we deal with this first please.

Hamid: James, Iet's take a look at your account to understand your bill and then I can answer any questions you may have. I'll just need a few account details from you first.

You: ok

Hamid: Are you the account holder?

You: yes

Hamid: Please confirm the full name for the account along with the home address including postcode.

You: [redacted]

Hamid: Please also confirm the first and third characters from the password on the Sky account. This is not your MySky password and please do not supply your password in full. Please also confirm the e-mail address for the account.

You: [redacted]

Hamid: Thanks, we may use this email address to contact you about your account, this will include helpful service information and contract notices rather than always sending you a letter is that ok?

You: yes

Hamid: Great, also we would like to use your information to tell you about products and services that we think you would like, is that ok?

You: no

Hamid: Thank you for confirming those details, please bear with me a moment while I access your account and get the information I need.

Hamid: I see that your current bill is due on 28/10/2012 and the amount is £36.22.

Hamid: I see that you have been charged for Sky+ subscription i.e. £10.00, Sky+ subscription is recording function which is free of cost.

Hamid: Not to worry, I'll apply the credit of £10.00 on your account.

Hamid: Please give me a minute, while I apply the credit.

Hamid: Thank you for your time and patience.

Hamid: I have applied the credit of £10.00 on your account.

Hamid: Your current bill is due on 28/10/2012 and the amount was £36.22, after applying the credit of £10.00 your bill is £26.22.

You: Thank you

You: My second issue is as follows:

You: On 18 October I agreed with Sky that I would receive Entertainment Extra with a 50% disount for £13.25 per month.

You: But my bill shows the following items:

You: Entertainment Extra with Sports and Movies 28/09/12 - 27/10/12 £50.75

You: Credit for Cancellation of Entertainment Extra with Sports and Movies (New) 27/10/12 - 27/10/12 £1.10 CR

You: Entertainment Extra with Sports and Movies (New) 28/10/12 - 27/11/12 £50.75 Viewing Subscription Discounted (New) 28/10/12 - 27/11/12 £25.38 CR

You: Entertainment Extra with Sports and Movies (New) 27/10/12 - 27/10/12 £1.69 Viewing Subscription Discounted (New) 27/10/12 - 27/10/12 £0.84 CR

Hamid: I'll certainly help you with the bill.

Hamid: Let me give you the break down of the current bill.

Hamid: Just checking that for you now.

Hamid: Thank you for your time and patience.

Hamid: Entertainment extra with Sports and Movies from 27/10/2012 to 27/10/2012 is £0.85.

Hamid: Entertainment extra with Sports and Movies from 28/10/2012 to 27/11/2012 is £25.37.

Hamid: The total amount for the current bill is £26.22.

Hamid: Did I explain that clearly?

You: This is not right.

You: From 18 October I have just Entertainment Extra

You: I always have 50% discount.

You: I spoke to "Morag" on 18 October and this should be noted on the file.

Hamid: As per the note on the account, I see that you have contact Sky on 18/10/2012, the advisor helped you with the offer i.e. 50% on the TV package for 12 months until 18/10/2013.

Hamid: The offer is for the complete TV package.

Hamid: I see that there was an for TV package i.e. 6 months half price on the TV package the offer ended on 19/10/2012.

Hamid: The advisor has given you the same offer for 12 months for the same package.

You: That is a mistake. I agreed with the advisor just Entertainment Extra. Not Movies or Sport. The price quoted was £13.25.

Hamid: I'm giving you the information as per the notes on the account and there is no note regarding downgrade package.

Hamid: If you make any changes to your Sky package your current offer will be removed at that point.

You: The offer I agreed with the advisor was Entertainment Extra for 12 months at £13.25 per month.

You: If this has not been noted correctly on the account then a mistake must have been made.

You: I suggest you contact the advisor directly to confirm.

Hamid: James, I'm sorry to inform you that, as this a online service, we don't have option to call/call back any department.

You: How do you propose to resolve the issue?

Hamid: Please give me a minute, while I check that for you.

Hamid: Thank you for your time and patience.

Hamid: What best I can do is, I'll transfer your chat to my Supervisor, is that okay with you?

You: Yes

Hamid: Please stay connected, while I transfer your chat.

Please wait while your chat is transferred to Phebe.

You are now connected with Phebe.

Phebe: Hi James, I am Phebe the floor supervisor.

Phebe: Please stay connected while I go through the conversation you had with Hamid.

Phebe: Thank you for your patience.

Phebe: I understand from the above conversation that you are enquiring about the package and the offer.

You: Yes, I agree with your advisor on 18/10/12 to take Entertainment Extra for 12 months at 50% discount for £13.25 per month

Phebe: Yes, I see that there is note on your account stating that offer is applied that is 50% for 12 months for the TV package that is for Entertainment Extra with Sports and Movies.

You: We agreed to remove Sports and Movies

Phebe: James , did you place a request to cancel the Sports and Movies on the same day?

You: It was the same conversation

Phebe: I am sorry there is not note on your account regarding the cancellation of Movies and Sports.

You: Yes, Hamid told me. This must be a mistake.

Phebe: Yes, I do apologize for the inconvenience caused.

Phebe: I will send you a link which will give you all the options to reduce the package, that is to remove the Sports and Moves.

Phebe: I’m sorry to hear that you're thinking of cancelling your . Please click here for options to contact us and we’ll do what we can to help.

Phebe: I would request you to please call 08442 41 41 41 and place a request to cancel the Sports and Movies.

End chat

[RumbleOfThunder]

I thought they were pretty helpful TBH.

[va1o]

Better than my chat with Virgin Media a couple of days ago! Total morons and a complete waste of time.

[y2blade]

What was wrong with that exchange?

Feel free to try the same with the Virgin media fkwits

[SS2.]

To be fair, both call centre staff came across as polite and very reasonable..

[markcollings7890]

Don't see issue

[Puggit]

I've only ever used live chats with Dell support - to be fair, they've been spot on every time.

As an IT professional I really hate dealing with people like BT's phone/broadband support - they treat me like a child!

[Amateurish]

Fair enough.

My issue ws really with the fact that they have added a load of random unexplained charges to the bill and won't honour the deal we did on the phone.