Great service - UNTIL YOU NEED TO CALL THEM! (BskyB)

Member Name: Boonoiy

Product:	BskyB
Date:	04/10/01 (50 review reads)
Rating:

Advantages: Good TV.

Disadvantages: Poor Customer service.

BskyB have by far the best range of channels on their digital service. I love the films, documentaries, The History Channel (history graduate - someone has to be!), all but the Pay Per View stuff which I do not use. I love Open (the online service), it's a great way to surf.

The problems come when you call in for some help on Customer Services! This is not a free call and I have had to wait for up to 20 minutes to be answered. The people on the end of the phone are generally Scottish - a great accent to listen to, always sounds interested and helpful in my opinion. The problem is that they do not ever seem trained enough to help. I've had to do about 10 Digital Reboots with staff not wanting to put me through to technical - they work about 50% of the time.

The worst experience was when I went from Analogue to Digital - Charged twice, taken into overdraft, had it explained that they had to do this as I was paying for crossover and a month in advance! I couldn't beleive it. They did not refund the £20 I was charged for going overdrawn at the bank, they were trying to get me off the phone as quick as possible and they were all in all very unhelpful. It left a bitter taste in my mouth as I've always been loyal to the company. I'm now considering changing supplier at the end of the contract due to this hassle I've had.

They need to sort themselves out and soon - I know a few people who have been in the same boat as me and it is not an impressive way to run such a huge business.

Summary: