Sky

Sky

So I know this topic will bring much in the way of debate for most……….in the industry I work in and people I meet Sky have always been an example of ‘bad customer service and support’ from people. I have to say…..this is not my experience….so far….at all!

After being without a consistent Wi-Fi signal for 2 years, a house phone I unplug to not get bugged by Virgin all the time and a TV with 85 channels I have been sick to death of the entire Virgin brand! Which is a shame because I actual love Richard Branson and what he has done with his life and career!

Anyway, away from Virgin, there will be another ‘not so nice post’ about them coming up soon!

So………after 2 years of hell and letters to Virgin I had enough, I had looked into Sky before but because there were no cables in my area I was instantly looking at paying a minimum of £200 JUST to have some compatible cables put from the street to my house…….Virgin had me over a barrel.

But then came Kelvin!

Granted he knocked on my door half way through Friday night curry night which didn’t go down well with Kerry as she doesn’t like her Curry night being interrupted! But when I told him we were having tea but I would like to speak to him he agreed to come back in an hour.

He kept this promise……bang on an hour later, belly full of curry and the house smelling like Goa…..I welcomed him into the living room.

Before he started with the expected ‘sales’ pitch, I set him straight from the off knowing what Kerry is like that I would hear him out but would under no circumstances be signing anything there and then as Kerry likes to mull things over for a few days to make sure it’s the right move and is affordable. Actually the truth is she likes to make sure there is nothing hidden in any small print and there is little disruption to our lives as we are both so busy.

Kelvin sat down and started his sales pitch with his shiny laminated leaflet and all that jazz……We listened intently and then told him what we have at the minute with Virgin.

I won’t bore you with the finer details of what we have and what he could give so in a nut shell, for the same money we were paying Virgin, Kelvin could offer us over 200 channels, super hub broadband and a land line with free weekend calls. Not loads better than Virgin but more channels and a reliable Wi-Fi (although potentially slower) I was happy, so was Kerry.

So here came the million dollar question………….Installation!

This wasn’t as simple as a dish on the house and flipping a switch……it was new cables, holes in my ridiculously thick concrete walls that even a sledge hammer won’t get through and much more. The house had never had Sky; it had initially been NTL before being taken over by Virgin so we needed much more of a complex installation therefore meaning higher cost.

Kelvin pulled his ‘one off special discounts’ pitch and said the installation of the Sky dish would be free, the equipment would be free and the broadband installation he would do us for free…………so far so GREAT! Kelvin explained that the cables are harder, we would need new cables to run from the street to the house and then into the equipment (which I knew and knew would be costly) he told us how they use BT engineers (who are known to be the best in the business) to come out and do the work on the box outside the house across the road and this is normally £149 on its own………but here came his rabbit out of the hat………..he would put that down as free too!

So where is the catch?

Me: So what’s the set up cost then?

Kelvin: Nothing

Me: Ok so what’s the cost going to be aside from the monthly payments, like a setup fee?

Kelvin: Nothing

Me: So you’re telling me that you will get us changed over to Sky, new equipment, cables, engineers etc. for £43 per month on a 12 month contract nothing else hidden on the way?

Kelvin: Yep, I can get it all one here and now by calling the set up team, all of our customer services are in the UK other than the set up team but it’s me that speaks to them anyway so you will only ever deal with UK call centres

Me: Erm, ok, so I know we said nothing would be signed tonight but Kerry I think this is amazing! What do you think?

Kerry is by now knee deep in terms and conditions and reading the small print so I get little input to my question.

Kelvin continues….’I’ll also do the broadband for you free for 6 months saving you £7.50 per month so the first 6 months of your 12 month contract will be £35.50 per month.

By this point I’m swallowed by the Sky monster and ready to sign anything he puts in front of me!

Kelvin spoke about all the extras, Sky sports, entertainment packs etc. but at no point was there any pressure to sign up; we said no thank you and this was accepted with no resentment.

We had a good chat about weight loss, families, general interests and genuinely felt like we had a friend in the house, yeah yeah I know this is what salesman do but he was different, sincere if you like.

Poor Kerry is finished reading all the small print now and still has a little squint on her face from straining to read everything on Kelvins shiny booklet, she’s ready! Ready to make a big step for us and move companies for one of our services! But there WAS a catch…………………………….Just not from Kelvin……………….Kerry wanted it in her name so she has her first ever utility bill in her name in almost 30 years! Ahhh bless…………I’m sure that won’t be a problem! You want the bill love? You have it!

At this point I realise I haven’t even offered him a cuppa! Oops……I offer, although too late, and he polity declines. He’s now on the phone to someone halfway across the world setting up our new deal not hiding anything from what he has offered and getting the person on the other end of the phone to confirm everything with the new bill payer….Kerry……..or Miss Kerry as the helpful agent keeps referring to her as! Ha ha bless!

So…………..all is done and dusted! Kelvin is happy with his sale no doubt and we are most certainly happy with leaving the evil corporation that is Virgin Media! Off he pops but not before leaving us with his card and personal mobile number in case we need anything! He’s so friendly I’m tempted to ring him at 4am one morning when I have a hankering for a pizza!

So I know this is a little premature as I haven’t had to call Sky for anything to follow up and I am waiting for my installation of the broadband. But so far so excellent! We have had regular text messages and emails telling us when the engineers are coming, giving a 1 hour slot so we don’t have to sit in for hours on end, confirmation of prices and deals and loads of information all the way through! We have been kept in the loop and up to date with everything! I am over the moon so far even though it’s just taken me 15 minutes and Google to help me work out how to record a TV series! Apparently the ‘record’ button kinda works! DOPE! Oh an if you’re wondering………I’m recording ‘obsessive compulsive cleaners’ on Channel 4 at 8pm starts on Wednesday! I’m sure Kerry will appreciate it! Wished id seen the applications for contestants I would SO have sent her on it!

Anyway………….Sky!..................8/10! You haven’t lost 2 points but you have a potential 2 points to gain depending on the consistency and support of your aftercare customer services which I am yet to experience J