Right, I never used to appreciate the fun that could be had trying to negotiate loads of free crap.
The in-laws are looking for a good deal, Kelly was on the case, but then I noticed the conversation
had swung to broadband, this is something I know a bit about so I took over. Go stick the kettle
on, make a nice cup of tea/coffee, break out the biscuits and get ready for an epic battle of
England vs India. (You'll see the point I took over the argument from Kelly, I made it a little obvious)
Please wait for a Sky Advisor to respond. Your chat
may be monitored and recorded for training, legal and compliance purposes.
Please wait for a Sky Advisor to respond. Your chat
may be monitored and recorded for training, legal and compliance purposes.You are now connected with Bhavesh
Bhavesh: Hi. Welcome to Sky, the home of must-see TV. You're
chatting to Bhavesh. Can I take your name please?
You: Hello my name is Kelly x
Bhavesh: Hi Kelly
Bhavesh: How are you doing today?
You: fine thank you !
Bhavesh: Good
Bhavesh: How can I help you today?
You: Okay I'd like Sky Tv the extra plus package, broadband unlimited and
also free weekend phone
You: what deals are there? I
Bhavesh: Great to hear you are interested in joining Sky.
I'll ask you a few questions to get the suitable deal for you. Is that ok?
You: yep
Bhavesh: Thanks.
Bhavesh: Is this for a house or flat?
You: hose, semi detached, sky dish is already there
You: house*
Bhavesh: Ok.
Bhavesh: Have you subscribed to sky in last 12 months?
You: yes
Bhavesh: Are you still in contract?
You: I am with sky but not in contract
Bhavesh: Ok.
Bhavesh: Thanks for the information.
Bhavesh: Lets discuss packages
Bhavesh: Let's start with your TV package. What type of
programmes do you watch the most in your house?
You: I would like the entertainment extra plus with on demand
Bhavesh: Ok.
Bhavesh: As per your needs, you can go for entertainment
extra plus.
Bhavesh: Shall I send you the channel list?
You: No that's fine thank you I have seen already
Bhavesh: Ok.
Bhavesh: You will also get 240 freeview channels.
Bhavesh: You will also get Sky+HD box free of cost
Bhavesh: The Sky+ box lets you pause and rewind live TV. Record
an entire series at the touch of a button - up to 185 hours of standard
definition TV. You can also set your box to record from your mobile or online.
Sky+ also allows you to record 2 programmes whilst watching a previously
recorded programme
Bhavesh: =============
Bhavesh: Is that fine with you?
You: Yes
Bhavesh: Great
Bhavesh: Before we discuss broadband, do you need any
clarification on Tv pack?
You: No thanks, - I'd like unlimited Broadband please
Bhavesh: Ok.
Bhavesh: Lets discuss broadband,
Bhavesh: I am going to provide you with a link, which will
allow us to determine what broadband services are available in your area.
Bhavesh: Once on the link, please enter your post code &
click find address
Bhavesh: You will get the list of address, select your
address & you will get the results.
You: yes that's fine
Bhavesh: Shall I send you the link?
You: I know I can get it but if you have to then yes
· You'd need
to enter your postal code and confirm the address where your Sky services will
be provided,
· Your
broadband speed is influenced by factors including 1. The distance to the local
exchange. 2. The speed of computer being used. 3. The quality of the internal
telephone line. 4. The amount of people on the Internet at peak times.
· You'll be
able to see the estimated speed just below the Broadband package
Bhavesh: Once you are done, please let me know.
You: yep that's fine
You: done
You: are you there?
Bhavesh: Yes
Bhavesh: What are the results?
Bhavesh: Is it showing, Lite, Unlimited, Fibre or connect?
You: Sky Broadband Unlimited, Lite and Sky Fibre Unlimited are available:
Bhavesh: Excellent
Bhavesh: As per your needs, you can go for unlimited
Bhavesh: Unlimited Broadband has download speed up to 20Mb
and upload speed up to 1.3Mb which is best for downloading music, movies &
data and online gaming. There's no monthly download limit and no fair usage
policy. You'll also get a wireless Sky HUB worth £69 absolutely free, and a 12
month trial of MacAfee Internet Security Suite.
Bhavesh: ================
Bhavesh: Is that fine with you?
You: yes
Bhavesh: Great
Bhavesh: Before we discuss phone, do you need any
clarification on broadband?
You: no thank you x
Bhavesh: Ok.
Bhavesh: Lets discuss phone
Bhavesh: Do you and your household mainly make calls in the
weekends, or on other days too?
You: hardly ever so just the free at weekends would be fine thank you
Bhavesh: Ok.
Bhavesh: As per your needs, you can go for weekends pack
Bhavesh:
· Sky Talk
Weekend gives you free weekend (all day Saturday and Sunday 12am to 12am) calls
to UK landline numbers (UK call are to 01,02,03 & 0870 numbers only –
excludes calls to Channel Islands, indirect access numbers, dial-up Internet
access, 0845 and 070 numbers).
· The rate
for daytime and evening calls to UK landline numbers for 01, 02, 03 & 0870
numbers is 8.41p per minute plus a 13.1p as connection fee. 24/7 Calls to Sky
contact centers are free at any time.
· Inclusive
calls are free on Sat-Sun, all day for the first 59 minutes before any call
charges will apply or you can hang up and redial.
Bhavesh: ============
Bhavesh: Before I summarize the cost, do you need any
clarification on phone ?
You: no thank you
Bhavesh: Ok.
Bhavesh: Let me summarize the cost for yo
Bhavesh: You*
You: okay
Bhavesh: Just to let you know you can check for terms and
conditions by going on to the link below
You: what about if I went for the faster downloads so the fibre internet?
Bhavesh: For fibre you will be charged £20 extra per month
& the fibre setup charges are £50 as one off
Bhavesh: So you will be paying £58.75 for 12 months
You: okay that's a lot of money, the internet speeds are givinh 2-5m which is
really poor and I use internet quite a lot so would really thinking about it
need fibre ..
You: is that really the best price?
Bhavesh: Yes, I have offer you the discount of £7.25 in the
fibre as well.
You: Virgin aren't charging up front fees
Bhavesh: The discount I have offered you is for 12 months
You: so that would be £58.75 pcm after you have given discount?
Bhavesh: Thats correct.
You: and still need to pay £50 connection?
Bhavesh: Thats correct
Bhavesh: You are getting Sky Go & On Demand which virgin
does not offer
Bhavesh: Also our broadband Fibre & unlimited does not
have any restrictions on downloads
Bhavesh: Not your speed will be slowdown on peak times
Bhavesh: No fair usage policy on downloads
Bhavesh: Plus £25 M&S Vouchers
You: it's the speed I am concerned with not so what about the £15 for the
phone line install - would I be paying that on top of the £50 too?
Bhavesh: Also you get wireless HUB which saves you £69
Bhavesh: Ok.
You: I assume your contention ratio is 50:1 would that be correct? So with 50
connections per hub that would slow my speeds down considerably more than
Virgin media's 20:1 contention ratio.
Bhavesh: I understand you need to £50 as one off, I can
assure you will enjoy Sky subscription in a better way when compared to any
other provider
Bhavesh: Our TV services are rated the best as per Offcom.
****THIS IS THE POINT I TOOK OVER FROM KELLY***
You: I have used virgin media 60 meg broadband for the last year, and even
during peak times I get a higher speed than you are offering as a constant
speed. Even when I have had my speed throttled for excessive downloads it is
faster than sky offer. This is why I am concerned at paying £50 connection
Bhavesh: Ok.
You: I agree in regards to your television, but virgin consistently
outperform pretty much every other competitor, and they won't charge an install
fee. It just seems a little excessive
You: Am I right in regards to contention ratios?
Bhavesh: You are correct.
Bhavesh: I agree your terms.
Bhavesh: Virgin are competitive in prices, which we need to
work on, but our services are customer satisfactory where virgin need to work
out, as most of the virgin customers are dissatisfied & are switching to
sky
You: So therefore I would be better off ignoring your broadband, would this
be correct? Being charged to have something slower than virgin and that is
lower speeds than virgin is far from satisfying if I am honest. It would appear
to me that virgin are more likely to make me happy with internet compared to
your slower speeds, higher contention ratio and excessive connection fees,
wouldn't you agree?
Bhavesh: At this point I cannot comment, I would say Sky is
working on the speeds, in the near future you can expect a good speed &
better speeds compatibility than any other provider.
Bhavesh: Its okay if you choose virgin for better speeds,
however you might come back in between & choose us for better customer
service
You: Even plusnet are offering faster internet speeds, and they are a startup
company with very highly rated customer services. Their internet is also
unlimited with no fair usage policy.
Bhavesh: Ok. thats great
Bhavesh: In that case you can come back & check with us
for better speed compatibilty
You: SO from your previous comment you are telling me that in the NEAR future
Sky will have faster speeds than virgin media? Even though telephone lines are
limited due to copper wire technology? Virgin use fibre optic right through
which will always offer a higher rate than telephony connection.
Bhavesh: We do offer fibre pro, so once you subscribe to sky
& choose fibre optic & you can change to Fibre pro by calling our
customer service team, Fibre pro speed you get is 70 mbps
Bhavesh: Fibre pro is available only to fibre optic
customers
You: How much per month is sky fibre pro please?
Bhavesh: Monthly its £30
You: But I can get 100meg from virgin for £30 per month, how is sky offering
me a premium service?
Bhavesh: Thats a advantage of Virgin speed services
Bhavesh: Thats fine, you can go with virgin.
Bhavesh: Your comments are valuable will taken into
considerable & we will work on prices & speeds, so in near future you
can expect something better
You: So what advantages does sky broadband offer me? See this is my point, I
am being offered unlimited broadband by sky, but it is a slower speed for the
same price and it has a worse contention ratio. i am therefore being charged
£50 for a FAR worse service........ I actually find that quite insulting.
You: £50 connection I mean
Bhavesh: I understand, only point of getting sky is a better
customer service with respect to any other provider
Bhavesh: PLus some add on benefits you get
Bhavesh: Like vouchers, free wireless HUB, Free SKy GO &
Free On Demand services which you saves £389
Bhavesh: Free Sky+Box worth £199
You: But I have never had a SINGLE reason to call virgin for support, are you
implying that I will need to call customer services more often if I switch to
SKY? I have had virgin media for over 5 years and haven't had a single
breakdown, their customer services are also incredibly good for previous
dealings I have had with them for my phone line. So what you are saying is the
following...
You: I pay you £50 to connect, I then get slower speed, worse contention
ratio, a second rate service (as virgin are rated number one in the country for
broadband) Wow that sounds so great....
You: Also Virgin are offering me a TIvo box for free, this can record three
channels simultaneously which a sky box cannot.
Bhavesh: Thats sounds good.
Bhavesh: Sky is offering speed upto 20 MBps
Bhavesh: Thats not bad at all.
You: Ok thank you, you have made up my mind, Virgin offer more for my money,
they offer me faster broadband and they offer me identical phone benefits. This
all comes at a slightly lower price because they don't charge me installation.
You should work for virgin, you have sold their product to me better than
SKy's.
Bhavesh: Thats fine, no issues.
Bhavesh: You came on chat today to get information on sky
Tv, talk and broadband. I’ve explained you the sky packages with cost and
offers. Is there anything else I can help you with?
You: Yes, can you ignore the installation fee? If you can I will sign up
right now!
Bhavesh: I am sorry, thats the sky charges the standard
installation fee
Bhavesh: In fact I have checked with my manager
Bhavesh: I cannot work on installation charges.
You: OK maybe there is another way around this, if you can do the package I
require for half price for the duration of my contract I will pay the £50
connection fee. Seeing as you are unable to deal with connection fees I hope
you can offer this and then I will be happy to sign up.
Bhavesh: I have offered you 50% discount on line rental for
12 months, this is the best price I can offer you
You: Ah come on, we've been speaking so long I feel like we're family. Surely
there is something more you can do, I am so close to signing on the dotted line
but I am sure there is something more we can do to shake hands on a deal.
Bhavesh: Kelly, I really appreciate your time, I would love
to offer you the best deal, I am sorry I cannot offer more than what we
discussed.
You: ok thanks, it's been emotional, I think I'll leave it for now.
You: How about a free multiroom box for the 12 months?
Bhavesh: Ok deal, you will get a Sky HD box free for your
multiroom, however you will be charged £10.25 for multiroom.
You: £5, haggling is the way we get our best deals in life!
Bhavesh: Did you like the deal now?
You: Is the £10.25 a one off fee?
Bhavesh: Its a monthly subscription fee for multiroom.
You: But virgin offer me multiroom for far less :(
You: Come on, you can't fix the connection fee issue but I know that you have
the power to make this happen.
Bhavesh: Yes, that why I have waived off fee as one off for
Sky HD box & offered you multiroom
You: But you have offered me multiroom at a far more expensive cost than
Virgin have offered, this makes me want to cry :(
Bhavesh: What I suggest is, you sign up with sky, use our
services, if you are not satisfied you can cancel our subscription within 30
days, you will not be charged
You: So I can get Sky+ HD, Unlimited broadband, telephone with free weekend
calls. How much is this costing me? I have talked for so long I have forgotten
how much the price was.
You: How many channels do I get with the television package?
Bhavesh: Sky Entertainment Extra+ includes
all the great TV from the Sky Entertainment Pack, plus an additional 52 great
channels, giving over 80 channels of the best shows, so there is something for
the whole family to enjoy. Click here to
find out more.
Bhavesh: You will be paying £46 for 12 months
Bhavesh: Which includes Entertainment Extra plus, Unlimited
broadband, Weekends pack with 240 free to air channels.
You: And free HD box for multiroom with the cost at £5 per month for the
subscription, correct?
Bhavesh: Also Sky+HD box
Bhavesh: It would add £10.25 extra per month with Free Sky
HD box
Bhavesh: So it would be £56.25
Bhavesh: This is the best deal, go for it.
You: Ah right, I think I'll pass then, I thought the customer was always
right. But it would appear that SKY do not subscribe to this philosophy. Thank
you very much for your time, it has been a pleasure talking to you. I hope you
and your family have a wonderful year and life treats you well.
You: Unless........ if you can make it £40 a moth, then I will sign up right
now (without multiroom)
You: month*
You: Come on, that's just £6 per month less, I know you can make this happen!
You: Bhavesh are you ok? I am worried I have received no reply.....
There may be a problem communicating with Bhavesh.
Please wait while your chat is transferred to another Sky Advisor.You are now connected with Mitesh
Mitesh: Hi. Welcome to Sky, the home of must-see TV. You're
chatting to Mitesh. Can I take your name please?
You: Hi Mitesh, I seem to have been disconnected from my conversation with
Bhavesh, who was incredibly helpful. However I have been negotiating a good deal
for SKY's services and now it appears my whole conversation was wasted.
You: Bhavesh offered me a new SKY+ HD box with Entertainment + package,
unlimited internet and weekend calls (Line rental included for £46 pounds per
month, I felt we were very close to striking a deal and I asked for the package
price to be brought down to £40 a month, if this is done I will sign up right
now.
You: Are you there Mitesh?
Mitesh: The deal which is offered by bhavesh is the best
deal, infact I would have given you the same deal
Mitesh: The special discount is for limited time
Mitesh: You might not get the same deal later
You: But Mitesh, you seem like a far more flexible person, and I think we are
moments away from shaking hands on a deal (metaphorically speaking of course)
£6 per month discount is not too much to ask from such a prestigious company as
SKY now is it?
Mitesh: I agree with you however the deal which we have
given you is a special deal and you will not find this on our website
You: I have worked in sales for my whole life, I know for a fact I am going
to be getting a WORSE internet service than my current provider, it will be
slower speeds and has a higher contention ratio as well. Surely this type of
selfless act by me deserves some recognition in the form of a monthly discount.
You: Would you sign up for a worse service and do so without negotiating some
form of recompense?
Mitesh: Ofcom has recently found Sky Broadband customers
enjoy unbeatable overall satisfaction compared to those with any other provider
Mitesh: We won Simplifydigital's 2011 best digital TV,
broadband and phone bundle award and were named Best Broadband & TV
provider in the 2010 Top10.com Broadband Awards for the second year running.
Mitesh: With over 10 million customers enjoying our products,
from Sky Broadband and Talk, to TV
Mitesh: ====================
Mitesh: We’re cheaper across major calling rates inclusive
connection fee and UK daytime/evening calling rates
Mitesh: We’ve Exclusive Sky Atlantic channel
Mitesh: Our Sky Unlimited broadband has no fair usage
policy and we never manage traffic. other providers manage traffic at peak
times
Mitesh: We’ve over 10,000 Wi-Fi Hotspots from The Cloud in
locations such as Pizza Express, Pret A Manager, & Wagamamas.
You: So you've won awards in 2011 and 2010, this is 2013 and you're not
talking about the modern day. We can all talk about historical fact to make
things seem preferable but that isn't going to help me get the best deal today.
In 2013 Virgin won the Uswitch Best broadband provider, fastest home broadband,
best WiFI service AND best broadband innovation. I would suggest that they
offer me far more benefit than awards from 2-3 years ago.
Mitesh: Why would you change you current provider ?
You: Because I want the best deal, and if I can negotiate one with you I will
switch. But I am not going to pay £50 for connection to an inferior
service...... would you?
You: If you can get me my package for £40 per month for 12 months then I will
sign up to you right now.
Mitesh: When you say it's cost, will you consider tailoring
your package to suit your budget?
You: No, I know what I want and I am happy with what I have asked for. I am
currently looking at the OFCOM website which says that per 1000 customers your
complaint levels are TWICE that of virgin. SO when I was told by Bhavesh that
SKY offer the best levels of product and customer service I have been clearly
lied to haven't i?
Mitesh: I will give you the link where you can check to
verify
You: I am on OFCOM's actual website, I find it incredibly disrespectful that
you are effectively accusing me of lying. http://consumers.ofcom.org.uk/2011/04/most-complained-about-major-telecoms-providers-revealed/
There is a link that proves my facts.
You: I do not click on links from an unknown source, this is basic internet
safety and security. I would not like to think that I am potentially
compromising my computers integrity by clicking on a rogue link.
Mitesh: I have given you the link to help you to know why
to choose sky
Mitesh: Have you subscribed to sky in last 12 months?
You: Yes, but I am out of contract, and my sky box and dish are not working correctly.
Mitesh: You then don't need to apply for new account
You: I don't want a new account, I want the best deal and that seems to not
be offered to people who have paid their bills and been loyal to sky.
Mitesh: I will give you a form to fill up online and sky
advisor will call you with the offers for returning customers
Mitesh: Is that ok ?
You: If it is a link then I will not open it, I have no way of verifying its
safety. All I am asking is that I am given a package at a price that is fair
for an inferior product, I am offering to downgrade my internet and be charged
£50 connection for the privilege........... This is just ridiculous. I have
been lied to about customer satisfaction, it has been implied that I was not
being truthful regarding OFCOM's data too. I am actually quite disappointed
with the way I have been treated.
Mitesh: All chats are 128-byte SSL (Secure Socket Layer)
encrypted BSkyB Ltd All Rights Reserved. This helps to protect the
confidentiality of all information you provide online and remember confidential
information is not transfered as part of this chat.
Mitesh: For your security and peace of mind, all chats to
Sky advisors are recorded. On occasion chats may be used for quality and
training purposes.
You: I can't seem to get the deal that I want it seems. Well I will now go
and compare other services from BT, PLUSNET, VIRGIN and others in a bid to get
what I am looking for. Thank you for your time, I really thought we could come
to an agreement but it seems my attempts have been in vain. Good evening to
you.
· Mitesh: Good
evening, thank you for your time
Mitesh: It was a pleasure chatting with you. Sky
rewards its customers with free cinema tickets, treats, competitions and a
chance to take part in your favourite shows. Sky Rewards is our way of saying
thank you for being our valuable customer. Please do login to the following
link to review your rewards.https://rewards.sky.com/skyloyalty/home/
Mitesh: Goodbye
You: Last chance to accept my deal of £40 per
month..... and I'll throw in 10 free ringdings!
Mitesh: You need to fill the form for returning
customer, and you can check you might get what you are looking for
Mitesh: Shall I give you the link to fill the form
?
You: Thank you for your time, much love Richard Branson.
