We'll Call You - Sky
LONDON - Marketing's Mystery Caller had gone HD, or at least we thought they had. Would Sky finally be able to solve the long-running saga of their Sky+ box following their recent change of address.
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Mktg - I've recently moved and I called you on Sunday to sort out my Sky+ subscription. I was told it would take between two minutes and four hours but nothing happened. I called earlier but I was cut off after holding for 20 minutes. When I press the ‘Record' button I get a message telling me to call a number to upgrade my subscription.
Sky - Ok, are you calling about the HD box or the Sky+ box?
Mktg - The Sky+ HD box. We don't use the Sky+ box any more. [Gives required details.]
Sky - Ok, I'm adding Sky+ features to your box now. Give
me one moment please for that all to go through. I see you have Chelsea TV as well.
Mktg - I asked for that to be removed, but it's still there. Am I being charged for this call or is it a free-phone number?
Sky - It's free if you're on Sky Talk but not if you're calling from a mobile. Do you want to cancel your Sky+ box?
Mktg - Yes, please.
Sky - I'll put you through to the cancellation team. Please press ‘Pause' on channel 401.
[Mktg presses ‘Pause'].
Mktg - I was on the phone for an hour on Sunday and again this morning for half an hour. Can I bill Sky for these calls?
Sky - You need to contact Sky Subscription Services Limited. [Gives address.]
Mktg - Great, thank you.
Sky - Shall I put you through to the cancellation team. It will take two minutes.
Mktg - Thank you.
Sky - [Automated message.] Thank you for calling Sky. Our offices are currently closed.
Our office hours are 9am to 9pm, Monday to Friday. Please call back then. [Call was made
at 9.30am.]
Verdict - We had already called Sky and spent an hour on the phone on Sunday. We were given assurances that the Sky+ service would be activated that day, so when nothing had happened by Wednesday, it was fair to say we were not left in the best of moods. Our second call lasted 22 minutes, most of which was spent on hold, before finally being cut off. During the third call, the principal problem was resolved immediately, but cancelling the old Sky+ box seems to have been a step too far.
Score - 2/10
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