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Sky online chat - how not to do it

x47c
Grafter
Posts: 878
Registered: 14-08-2009

Sky online chat - how not to do it

The person wants to cancel with Sky and is trying to do via online chat.
The Sky rep manages to waste over a hour of his time endlessly delaying and obfuscating the process by going off on red herrings
By the end the account is STILL not cancelled!
Unfortunately for Sky the subscriber was recording the session......
See D.Telegraph article at
http://www.telegraph.co.uk/finance/personalfinance/household-bills/11534642/Sky-wouldnt-let-me-leave...
Only the last few exchanges are in the article however there is a link half way down the story to the full transcript which can also be accessed here
http://i.telegraph.co.uk/multimedia/archive/03267/SKY_TRANSCRIPT_3267068a.docx
I wonder how much of the Sky end is a human and how much is a computer bot or a program producing standarised selected answers from a scroll down list the Sky rep can choose from and maybe modify slightly.
The mistake the subscriber made is in entering ANY form of conversation other than merely repeating " I want to cancel"
A truly cracking story that deserves wide circulation