After numerous calls and an hour ‘online chat’ for which I have a transcript we were expecting a phone call from the BSKY B engineer to tell us what time in the next 2 days our broadband and landline would be connected. No call came so I contacted them.
What happened next was a total farce. The first call ended when I was cut off after telling me that the broadband was going to be installed at a different address. I was staring at the screen where it gave the correct address for my account so I have no idea what the call centre woman was seeing. I called again and then spent maybe 45 minutes arguing with a woman who told me that no matter how long I complained I could not have a connection until May 5th at the earliest.
Her explanation was:
There is an existing connection so they always wait 7 days after termination before starting a new order. It is irrelevant that the house has been sold. The customer ‘might change their mind’.
Then it takes 2 weeks to process an order and a further week for an engineer to get off his or possibly her arse and come to the house. Ergo 4 weeks wait. For everyone.
The woman had no idea why I hadn’t been told that at the outset nor why the website does not say this. Her suggestion was ‘you could try Virgin’. Well that’s a huge vote of confidence in her employer. Try another provider.
I wanted to escalate the matter. She refused. Nobody would speak to me she said but she would log a complaint for me. Somebody might (stress, might) call me. They didn’t.
Never one to give up I called SKY HQ and asked for the CEO. Are you a customer I was asked. I admitted I was. Well the CEO and Head Office don’t speak to oiks like you. We have a customer service rep to do that. I explained that customer service was an oxymoron (more moron than oxy) at SKY. Well we still won’t speak to you. Go away. And she hung up.
Then I discovered that I know personally and quite well one of the SKY main board directors. I have sent off an e mail. I will wait to see if I get a reply.
I think BSkyB is probably the nastiest and most unhelpful service centre I have yet dealt with in Britain. The competition is hot.
So don’t watch this space as we shall be without broadband and phone line.
I won’t go into how it took an hour at the Vodafone shop to buy a 3GB prepaid SIM card. At least the Vodafone people were helpful and polite. Even if the system was crap.
I originally set out to write a piece today on my concerns for Britain’s future. I saw someone walking through Winchester yesterday sporting a T shirt saying “If you don’t speak English get the f**k out of our country”. (The T shirt did not use asterisks). I fear for Britain if that attitude prevails at the forthcoming election. However that fear has been overtaken by the thought that the country might be run by people like those at the SKY call centre. The end of the world is SKY.