Phone Wait Times Sky.

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MikeB4

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#2956555 19-Aug-2022 12:18

Finally goy through to Sky to cancel my TV service (retaining broadband) after four days in my usual way, calm persistence. They went through the usual gymnastics to try and convince me to stay, they were surprised I knew about the new offerings in the wind. Any how it should nt be this had to deal with this stuff

even dear old Vodafone was better at it with their TV service add, changes and deletions.

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Rikkitic

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#2956562 19-Aug-2022 12:35

I would be the last person to defend Sky but I wonder how much the general decline in services across the board has to do with Covid and flu, as well as the difficulty of finding personnel. In the case of Sky, I am inclined to think it is just a crappy, penny-pinching outfit, but maybe, just maybe, they simply can't find enough workers to answer the phones. Maybe.

Plesse igmore amd axxept applogies in adbance fir anu typos

richms

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#2956567 19-Aug-2022 12:51

Rikkitic:

I would be the last person to defend Sky but I wonder how much the general decline in services across the board has to do with Covid and flu, as well as the difficulty of finding personnel. In the case of Sky, I am inclined to think it is just a crappy, penny-pinching outfit, but maybe, just maybe, they simply can't find enough workers to answer the phones. Maybe.

They could offer all this cancelation stuff online, they choose not to so they can beg you to stay with offers when on the phone to them trying to to it.

This is all on them trying to make it hard to leave. Don't blame covid when they could easily add a cancel button to the account page and have it all done with in seconds.

Richard rich.ms

MikeB4

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#2956576 19-Aug-2022 13:13

richms:

They could offer all this cancelation stuff online, they choose not to so they can beg you to stay with offers when on the phone to them trying to to it.

This is all on them trying to make it hard to leave. Don't blame covid when they could easily add a cancel button to the account page and have it all done with in seconds.

Absolutely. Win back of customers starts with how you deal with them when they leave. It would be so easy for them to add cancellation and deletion to their online service. Surely it would be more cost efficient as well.

networkn

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#2956595 19-Aug-2022 15:02

MikeB4:

Absolutely. Win back of customers starts with how you deal with them when they leave. It would be so easy for them to add cancellation and deletion to their online service. Surely it would be more cost efficient as well.

That would totally depend on what percentage of people they retain as a result of being able to talk to the customer.

I've called to cancel Sky and been offered a decent deal and stayed.

Covid and staff shortages have definitely had an impact on their service delivery times though. You used to be able to talk to someone with no more than a few minute wait.

MikeB4

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#2956604 19-Aug-2022 15:35

@networkn good point.

networkn

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#2956606 19-Aug-2022 15:37

MikeB4: @networkn good point.

It's the same with the Herald actually. I hate calling them, but they make it worth your while. Having said that, some sites I've used, when I cancelled it asks why, if I say too expensive, it offers a better deal. That would be less people-intensive, but still....

martyyn

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#2956615 19-Aug-2022 16:15

MikeB4:

Absolutely. Win back of customers starts with how you deal with them when they leave. It would be so easy for them to add cancellation and deletion to their online service. Surely it would be more cost efficient as well.

I cancelled recently by simply emailing the address on their website stating I was giving my 28 days notice. I immediately received an email to say they had received my request and would reply within 8 days.

Two days later another reply stated my request to cancel had been accepted, but they would like to offer me a few goodies. Nothing worth anything to me (extra channels, 3 months free, etc) so I ignored it.

Meanwhile nothing in the SkySportNow thread inspired me with their EPL coverage so five minutes before they closed on the last day of my subscription I decided to call and see what they could do. The phone was answered immediately, they transferred me to the retentions team who also answered immediately and they straight away offered me a 25% discount, so I agreed to stay.

The whole process was shorter than the recorded message they played to confirm I understood the offer.

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