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Utterly embarrassing treatment by customer "care"
jordz16
Member Posts: 2,253
I have Decided to withdraw all my poker/sky bet funds due to the awful treatment i have received from customer care, Im not going to go into details over the siutuation, but basically, I was told that i would lose out due to a fault there end. The language they used was blunt, dismissive and uncooperative and made me feel like i was in the wrong!! it is a big shame as i have been a sky customer for years and i very much enjoy being part of the site, but at the same time i believe you need to have mutual respect between customer and supplier, and i simply feel that was lost today. I will still get involved with the forums and the poker clinic as and will continue to interact with the show. I hope in the future sky address the way they deal with customers in customer care as i feel 90% of people in my position would have had no choice but to do the same as me and leave. A big Thanks to the fellow players as well as themods and presenters for all the friendly help and advice i have recieved over the years
Comments
If OP wants any support, credibility, or impact on spreading his message, more 'legitimate' evidence is required. Your entire thread is centred around a subjective experience of Customer Care treatment.
(Currently using the information itt) There's no way to prove OPs descritpion is an accurate, unbiased and objective analysis of the events that occured.
How are we supposed to believe you, OP? How can we tell that your reaction is fair and void of a heated emotional PoV, rather than a calm collected and logical one?
Or more importantly, how can you believe yourself, if in fact you don't have a record of the conversation? (Not saying that you don't, but stating it just in case)
Mate, why don't you send them in am email of complaint explaining the problems / issue you had and also how you were treated and spoken too.
They prob keep records of phone calls, a manager would be able to listen in and deal with it. Also, should be able to hopefully rectify whatever the initial problem was.
In my experience i've only dealt with them a couple of times, but they have been quite decent. All it takes is for one bad apple, i wouldn't let it put you off your enjoyment on sky. But i would take it further with Sky, eg a complaint and hopefully it can be sorted.
All the best with whatever you decide
I am very sorry to hear you are not best pleased, & are moving on.
The Post by Larson was excellent, & I think his advice was spot on.
I don't know ANY of the details, & don't want to, but there are always two sides to these things.
I'm pretty sure there will be a log, transcript or recording of the convo, so drop them a line, & see what they say. I do hope you get sorted satisfactorily & fairly.
The Customer Care Staff here are generally polite & business-like, so this all sounds a little unusual. It is a SB&G maxim to be respectful to ALL clients.
Unrelated to your specific issue, I happen to think that Customer Care must be one of THE nut worst, & difficult jobs to do.
Lets be honest, things do go wrong sometimes. Maybe there is an unscheduled outage, or site crash, & a Tourney gets stopped half way through. It is quite natural for everyone affected to be miffed, & the odd thing is we ALL think we would have won this Tourney. And so hundreds - literally - of players all bombard Customer Care within minutes, & some of them - perfectly understandably - get very angry indeed, & are often quite rude. Neither helps.
Last week, two acquaintances of mine had a problem with a bet on another site, not Sky Bet. It was a complicated situation, not straightforward at all. They were not immediately "settled" correctly, & so, 10 minutes after the event finished, they both rung Customer Care of the site in question.
I'll paraphrase what the two lads said, but it went like this.....
"....I had to shout until I was blue in the face, but the idiots still would not listen...."
"....I got really angry with the stupid jobsworth, he was clueless, why do they employ these dumb people?...."
And neither of them could grasp why the the "idiots" would not listen.......Customer Care staff are just regular folks, like you & me, going to work every day & doing their job.
This is NOT in any way connected to you, Jordz, but I just think that generally speaking, for all of us, a little understanding & tolerance of the incredibly difficult job Customer Care Staff have would help the Client & Staff get things resolved more quickly & efficiently.
As Larson says jordz just go through again and in a calm collective way explain your issues to a different CC agent, for all we know you may be asking for something that cannot be supplied.
My partner works for a company which gives away free pens to its customers, a customer rang in and worked his/her way up the pecking order until they where speaking to him regarding their free pen. The issue was they had it for 2 years and it had now run out of ink and they wanted a new one!!! The company stopped doing this promo a year back so it was not possible. The customer screamed and shouted and left with all their things and parted ways with the company? What where they going to do, change the rules for 1 person? This is quite an extreme example but it shows that certain things however simple in one persons mind cannot be done. Imagine if you was the very 1st agent who took the fist touch call, and no matter what you said the customer wouldn't accept your answer and you have someone screaming for your manager or CEO because they feel you are incompetent at your own job. The point is there is always two sides and hopefully with time and a second touch it can all be sorted!
Funny thing is they now give out free pens again!
Expect a call from Acegooner when he reads this.
Sort it out Sky !!!