Crap customer service?

[admin]

I received a new credit card this morning. All I wanted to do was activate it via online banking but the registration process required a security number that I didn't have but required a phone call.

So far so good!

I called the number hoping for someone local that I could understand but got the usual sinking feeling as you hear the line switch away to some other world location.

I then get someone with crap systems who can't act quickly on the most basic instruction and leaves me hanging there for ages whilst allegedly trying to bring up my details: - it's one bloody credit card, it's not rocket science! My mistake for getting involved with HSBC again I suppose. I just gave up and hung up. Their GB rating for service (as shown on their website) is poor. That sounds about right.

[admin]

Called again. Second assistant better than the first so job done but still bloody hard work for a simple process.

[Hodgy]

Very poor customer service really does P me off. It’s so important and basically free. It isn’t difficult to sell something once, it’s all about creating that customer loyalty, not just a one time sell.

I’ve also had the perfect example during the past two weeks. I’ve been with Sky TV since Sugar started with the Amstrad - BT for my Broadband. Contracts up so made a few calls. Sky were so difficult to talk to (Indian call centre’s). Tried to sell me the full package, TV and Broadband. To which you are locked in to their regular price increases. Not impressed with the agent or best offer, +2 painful hours. So called BT, finally agreed on a total package for Broadband and all TV, Sky, BT, all Sports for much less than Sky. It’s a big change for me so called again for reassurance. Answered within a minute and so far excellent customer service. Also a guaranteed price until I decide to cancel or change the package. We will see how it goes.

[admin]

Apr 13, 2022 19:42:40 GMT Hodgy said:

Very poor customer service really does P me off. It’s so important and basically free. It isn’t difficult to sell something once, it’s all about creating that customer loyalty, not just a one time sell.

I’ve also had the perfect example during the past two weeks. I’ve been with Sky TV since Sugar started with the Amstrad - BT for my Broadband. Contracts up so made a few calls. Sky were so difficult to talk to (Indian call centre’s). Tried to sell me the full package, TV and Broadband. To which you are locked in to their regular price increases. Not impressed with the agent or best offer, +2 painful hours. So called BT, finally agreed on a total package for Broadband and all TV, Sky, BT, all Sports for much less than Sky. It’s a big change for me so called again for reassurance. Answered within a minute and so far excellent customer service. Also a guaranteed price until I decide to cancel or change the package. We will see how it goes.

I'm in a similar position. I've got Sky TV & Virgin Media broadband (had both for 20 years) and should probably go for one but am not convinced by other of those platforms' customer service. Getting to speak to someone who can understand and do what you want is a challenge.

I had the F1 rolling contract on Sky (one click to add online) in 2021 & wanted to stop it at the end of the season. I had the same call centre experience as you. They couldn't just do the the simple request without reviewing your whole package to see what else that they could sell you or lock you in to. I did stupidly replace my basic package with their latest version, locked in for 18 months, because it was cheaper. They always throw in the caveat that it may go up anyway which defeats the object of the deal. If I decide to go I'll take the small hit & put it down to experience.

[Hodgy]

Apr 14, 2022 9:00:23 GMT admin said:

Apr 13, 2022 19:42:40 GMT Hodgy said:

Very poor customer service really does P me off. It’s so important and basically free. It isn’t difficult to sell something once, it’s all about creating that customer loyalty, not just a one time sell.

I’ve also had the perfect example during the past two weeks. I’ve been with Sky TV since Sugar started with the Amstrad - BT for my Broadband. Contracts up so made a few calls. Sky were so difficult to talk to (Indian call centre’s). Tried to sell me the full package, TV and Broadband. To which you are locked in to their regular price increases. Not impressed with the agent or best offer, +2 painful hours. So called BT, finally agreed on a total package for Broadband and all TV, Sky, BT, all Sports for much less than Sky. It’s a big change for me so called again for reassurance. Answered within a minute and so far excellent customer service. Also a guaranteed price until I decide to cancel or change the package. We will see how it goes.

I'm in a similar position. I've got Sky TV & Virgin Media broadband (had both for 20 years) and should probably go for one but am not convinced by other of those platforms' customer service. Getting to speak to someone who can understand and do what you want is a challenge.

I had the F1 rolling contract on Sky (one click to add online) in 2021 & wanted to stop it at the end of the season. I had the same call centre experience as you. They couldn't just do the the simple request without reviewing your whole package to see what else that they could sell you or lock you in to. I did stupidly replace my basic package with their latest version, locked in for 18 months, because it was cheaper. They always throw in the caveat that it may go up anyway which defeats the object of the deal. If I decide to go I'll take the small hit & put it down to experience.

I went with BT (yes it is a pain changing TV boxes). Get everything, broadband and all TV, including all Sports channels. Guaranteed for 18 months with no price increase and can change the package at any time. £74.99 pm. Sky couldn’t get anywhere near it, your also locked in and they can increase whenever they want.

[rodders]

I have BT for phone and broadband, also pay them to have BT Sport added to my Sky Box ( Have Sky Q). In my experience BT are the most greedy avaricious outfit I have ever come across.

As to customer service I do not think anybody knows the meaning of the word anymore. They all seem to act is if they are doing you a personal favour by even taking your custom. I have even had staff deliberately put the phone down on me

[Hodgy]

Apr 14, 2022 10:42:35 GMT rodders said:

I have BT for phone and broadband, also pay them to have BT Sport added to my Sky Box ( Have Sky Q). In my experience BT are the most greedy avaricious outfit I have ever come across.

As to customer service I do not think anybody knows the meaning of the word anymore. They all seem to act is if they are doing you a personal favour by even taking your custom. I have even had staff deliberately put the phone down on me

I would have agreed with you regarding BT a year ago. My recent discussions have been Sky are now the much more greedy, couldn’t care less outfit (avaricious). BT were so much easier to talk to. Sky were remote call centres that were completely lost when off script. I will be amazed if your BT / Sky combination will get anywhere near my agreed package. Broadband, all Sky entertainment, including Movies, Cinema, Sky Sports, Bt Sports, UHD guaranteed no price increase and ability to change package during contract.

[admin]

Is there any company not experiencing high call volumes causing irritating delays during any point in the day?

Just spent God knows how long on the phone to two banks! They are pretty efficient when you eventually get through but jeez, it's a real battle to last out and listen to those bloody irritating tunes in the interim.

I've also got a couple of pension issues going on with my company provider and the Pensions Ombudsman - that's like a bloody massive black hole as well: we'll get back to you in 4 or 6 weeks? Not really, we're joking, hopefully you'll have forgotten about it by then or lost the will to live? If not then contact us again so that we can have another 4 to 6 weeks of doing nothing to help you!