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    Split off from another thread

    This is a discussion on Split off from another thread within the General chat forums, part of the Community channel category; Removed two posts. Note to all: SkyUser is a support forum for helping people, not for insults or tongue in ...

    1. #21
      NewsreadeR's Avatar
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      Re: Not A Good Start

      Removed two posts.

      Note to all:

      SkyUser is a support forum for helping people, not for insults or tongue in cheek remarks. If Sky are really that bad, why not go and tell Which or Ofcom instead of hijacking legitimate posts.
      Last edited by NewsreadeR; 23-02-08 at 11:53 PM.
      ~ Never, ever, argue with an idiot. They'll drag you down to their level and beat you with experience ~


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    3. #22
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      Re: Not A Good Start

      Quote Originally Posted by Brian69 View Post
      RupertTHEbare.
      I am supprised. I would have throught that the only reason anybody would be on Connect is while they wait for LLU
      I didn't WANT to be on Connect. I can't imagine anyone would want to be, unless, like me, it was the only thing available since your exchange has NO LLU operators.

      If you keep your cool and treat the people on the other end like human beings, I find most staff will bend over backwards to help.
      I pretty much do always keep cool and I NEVER 'lost it' with any Sky rep or asked for my money back etc. All I have ever asked for is what they sold me and I know my line supports.

      The problems I have had with Sky is more a question of me keeping my cool and them insisting that because I do not have four lights on my router, have 20 TCP/IP connections/sessions open and that I am plugged into an extension socket; therefore my router must be defective (it isn't, the WiFi was off), I must have a virus infection (I certainly don't, there were two browser windows open) and in fact I was plugged into the test connector on the master socket at the time.

      What would you do in the face of such blinding intelligence? Tell them how clever they are and how you are really happy with the 500k you are getting?

      At the time I didn't know they were programmed with scripts that they dare not stray from.

      It all makes sense now...

      RTB.

    4. #23
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      Re: Split off from another thread

      Split off thread as the OP was ruined.
      ~ Never, ever, argue with an idiot. They'll drag you down to their level and beat you with experience ~

    5. #24
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      Re: Split off from another thread

      Moved both deleted posts back into this thread as in General Chat now.
      ~ Never, ever, argue with an idiot. They'll drag you down to their level and beat you with experience ~

    6. #25
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      Re: Not A Good Start

      Quote Originally Posted by RupertTHEbare View Post
      Yes I did. I made a mistake so I corrected it. RTB.
      lol, you made a mistake..... as does everyone..... as does sky.... as does every single company that has ever traded business.

    7. #26
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      Re: Split off from another thread

      Quote Originally Posted by NewsreadeR View Post
      Moved both deleted posts back into this thread as in General Chat now.
      Excellent Decision.

    8. #27
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      Re: Split off from another thread

      Thanks Murdock. I hate removing posts, but it was a spur of the moment decision to take the heat out of the situation last night.

      Once I had managed to sort it out and move the thread, I put them back in, so the whole argument was present again.
      ~ Never, ever, argue with an idiot. They'll drag you down to their level and beat you with experience ~

    9. #28
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      Re: Not A Good Start

      Quote Originally Posted by reddwarfcrew View Post
      lol, you made a mistake..... as does everyone..... as does sky.... as does every single company that has ever traded business.
      The point I am trying to make, and which is also supported elsewhere by posts from Sky personnel themselves, is that problem is institutional, i.e. it stems from a lack of technical knowledge and training and overly strict control of dialog between the rep and customer, forced by highly scripted conversations, the necessity for which is (QED), lack of technical knowledge and training.

      That is not an honest mistake on Sky's part, as mine was, it is a way senior management at Sky has decided they have to run their business due to financial model they want to impose.

      And yes, its a way of working that suits the not particularly IT savvy, who have a good line and can get one of their LLU products; but if you if you have a clue, and also have a poor line and have to make do with a re-sold BT product, it can be an absolute nightmare.

      It is not the only way that Sky could manage this situation. It is just the way they have chosen to do so.

      For example, if they were to use an escalator questionnaire which took into account the product and the level of knowledge of the customer, appropriate cases could get easily and quickly escalated to Tier 3 when required, probably get resolved, instead of the current keystone cops arrangement and the customer frustration which ensues.

      And before you tell me its not possible, first let me tell you that before I retired I had a NOC of over 200 people in my organization and, unlike Sky, it won awards for customer satisfaction.

      It can be done. But it won't be done if people just sit there and say nothing.

      RTB.

    10. #29
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      Re: Split off from another thread

      i agree that the training for T1 should be improved, if nothing else it may save them a fortune in replacement routers that get sent out for no real reason

    11. #30
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      Re: Not A Good Start

      Quote Originally Posted by RupertTHEbare View Post
      it is a way senior management at Sky has decided they have to run their business due to financial model they want to impose.
      yep fair point, but you to also consdier that a financial model is all based on creating an increase in share price and dividend to the shareholder (ie profit).

      sky believe that their model provides this return. yes they could upskill, but would that provide a better return. A business is run based on the shareholders needs not the customers. The customers needs will only come into play if the service provided to the majority is so poor that it affects the shareholder return (ie it is still the shareholders need that comes first).

      unfortunately that is business.

      The sky product is fantastically cheap and believe me, their technical knowledge and level of service is FAR FAR FAR superior to that of Orange broadband who off more expensive service.

      Until the competition get their act together, there is no need for sky change their model (in my opinion).

     

     
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