Sky Customer Relations and the lovely Welsh lady

[James67]

You may have read about my agonising wait for a router. My line was switched over to Sky on 12th September but I hadn't received my router, so I found myself without broadband access at all. A lot of people activated in the middle of September suffered delays, but I got hit harder than most because my router order didn't simply get delayed, it effectively got lost.

I can't even remember how many calls to the Provisioning Department I made during that time, and pretty much every time I got a different story. I got the impression that everyone was trying to be helpful, but they just seemed powerless to resolve the issue.

In desperation, I contacted Sky Customer Relations to complain where I spoke to a wonderful Welsh lady called Lynn. She said she'd look into what had happened, and a few hours later she called back to explain what had happened, and what she was going to do to make sure a router was sent out to me. The following day I got a call to let me know that the issue had been fixed, and that a new order for a router had been issued. She also promised to call me back after the new router was due to be delivered, to make sure it had got to me OK.

Well, this evening I got that call and I was able to tell her that the router had indeed arrived. And to compensate me for all the trouble I'd been through, she gave me a month's free Sky World TV subscription.

Now that, as far as I'm concerned, is excellent service. I had a specific individual investigate, resolve and follow up on the problem, and received generous compensation too. I don't need to tell you how much I've been cursing Sky over the last couple of weeks, but this has turned my opinion right around. Absolutely brilliant.

[hspurs]

Originally Posted by James67

You may have read about my agonising wait for a router. My line was switched over to Sky on 12th September but I hadn't received my router, so I found myself without broadband access at all. A lot of people activated in the middle of September suffered delays, but I got hit harder than most because my router order didn't simply get delayed, it effectively got lost.

I can't even remember how many calls to the Provisioning Department I made during that time, and pretty much every time I got a different story. I got the impression that everyone was trying to be helpful, but they just seemed powerless to resolve the issue.

In desperation, I contacted Sky Customer Relations to complain where I spoke to a wonderful Welsh lady called Lynn. She said she'd look into what had happened, and a few hours later she called back to explain what had happened, and what she was going to do to make sure a router was sent out to me. The following day I got a call to let me know that the issue had been fixed, and that a new order for a router had been issued. She also promised to call me back after the new router was due to be delivered, to make sure it had got to me OK.

Well, this evening I got that call and I was able to tell her that the router had indeed arrived. And to compensate me for all the trouble I'd been through, she gave me a month's free Sky World TV subscription.

Now that, as far as I'm concerned, is excellent service. I had a specific individual investigate, resolve and follow up on the problem, and received generous compensation too. I don't need to tell you how much I've been cursing Sky over the last couple of weeks, but this has turned my opinion right around. Absolutely brilliant.

Nice outcome
Shame they dont have a few morre lynns working for them
Huw

[jayhab]

what's the number for Customer Relations?

[greyrider]

Oh grief, let's hope they cancel the Sky World at the end of the month before you get charged....

[rwdjones]

Well she is Welsh, which explains why everything was done with such efficiency!

[James67]

Ha, ha, yes, that would be it!

She was a very nice person to deal with, very polite and understanding, but she also gave the very immediate impression of being totally determined to turn me into a happy customer. I can't say enough good things about her, tbh.

Originally Posted by jayhab

what's the number for Customer Relations?

Well, I don't know if this is the official way of contacting them, but I called 020 7705 3000 and asked for Customer Relations.

[timt]

This number got me through to customer relations also..I actually got somewhere.

[jonny1310]

The job of that department is to stop peolple from cancelling so that is why they have so much power to stuff like that and tbh that should have been sorted by any dept that you went through to it is really easy to order a router and refund subscription well glad you got it sorted anyway.

[clareybelle]

Ive had a terrible time with Sky, i introduced my mother in january this year..its now august...only just recieved my 'unique reference number' after at least 15 phone calls and hours on the phone in the last 7 months. so i called the number to be told that the installation fee was £60 each! considering i was paying for both, £120 payment after 7 month wait was a bit of a slap in the face ! i simply told them i would not pay and they told me to contact sky customer relations...but they didnt have a phone number since they dont deal over the phone.....which is obivously utter rubbish! they told me to write a letter or an email to them!

so i found this thread and rang the number stated...within 5 minutes of speakin to the lovely SCOTTISH lady, i was told that both myself and my mother would both recieve FREE installions! both gettin installed end of this week! couldnt be happier!

so from now on...any problems i have with issues like this or difficult issues ill be calling this number!!

[ryanmckernan]

Lynns lovely! I called Sky a few days ago and got her. She was on the phone to me an hour helping me fix an issue with mis-spelt names and we both get really ****** off at the Sky website and then we had a chat about how things never work. Got it done in the end. Wish I had a number that goes directly to her. She is the only good person there!