Surprisingly good customer service from Sky

June 29, 2009 Customer Services, Technology One comment
! This post hasn't been updated in over a year. A lot can change in a year including my opinion and the amount of naughty words I use. There's a good chance that there's something in what's written below that someone will find objectionable. That's fine, if I tried to please everybody all of the time then I'd be a Lib Dem (remember them?) and I'm certainly not one of those. The point is, I'm not the kind of person to try and alter history in case I said something in the past that someone can use against me in the future but just remember that the person I was then isn't the person I am now nor the person I'll be in a year's time.

My trusty Netgear ADSL router gave up the ghost yesterday which was a bit inconvenient.

Some investigations pinned it down to a problem with the wireless on the router so I phoned Sky technical support.  I was most surprised to get an answer at 10pm and even more surprised to speak to someone who spoke passable English (they were from Scotland, not Mumbai).

In total I spent an hour and 20 minutes on the phone to technical support convincing them that the evidence pointed to a problem with the router and not my laptop as the router couldn’t be found on my wife’s laptop either, nor on my phone, the desktop computer or the printer.

I eventually convinced them of the need to replace the router and a 2 minute conversation with the customer support team this morning secured the replacement which is being posted out to me.

Interestingly, the woman I spoke to in technical support said that my exchange is one of the first to get the upgrade from 16mbit to 20mbit and a quick test she did on my line suggests that I’ll get over 21mbit (I currently connect to the exchange at about 16.7mbit).  Which is nice.

Edit:
The postman delivered the replacement modem at 6:45 this morning.  Are they supposed to ring the doorbell at that time of the morning?

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One comment

  1. Sky Customer Service (1 comments) says:
    February 20, 2014 at 5:22 pm

    Makes a change to hear a positive story about Sky customer service! At the end of the day the people they employ are decent people just like you and me, it’s Sky’s aggressive and often unhelpful policies towards their customers which sometimes cause the problems.

    Reply

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