‘After more than an hour of useless conversation I still couldn’t cancel my contract’

‘After more than an hour of useless conversation I still couldn’t cancel my contract’

Another Sky-services user couldn’t cancel his contract despite spending almost 90 minutes online.

Another Sky-services user couldn’t cancel his contract despite spending almost 90 minutes online.

Another Sky user – 36-year-old Gavin Hackwood – couldn’t cancel his contract with this company despite the promises to simplify the procedure of cancelling the contract, made by the Sky managers last year. Hackwood went to the official Sky web page and started a conversation with the Sky-representative, using an online chat hoping to cancel his subscription because he had found a more suitable offer from another company. Unluckily, he was kept online for almost 90 minutes and the total conversation was nearly 4000 words long (to compare, this post contains around 500 words). But even by the end of the conversation, Gavin couldn’t revoke his contract.

The support representative Rachael didn’t let him to cancel his subscription until he went through a standard procedure with her. At one moment Gavin told the operator:

I’ve been online with you for almost an hour, and I can’t see the end of this procedure. I’ve told you at the beginning that I am not interested in this, but you keep ignoring me. Please stop spending my time and revoke my subscription

– said Hackwood. He asked several more times to cancel his subscription, but without any success, the operator wouldn’t let him to do this until they have been talking online for 96 minutes and the total length of the talk was about 3800 words long. And, at the operator also said that Gavin’s resistance to speak about his account was the reason that made their conversation that long.

After more than an hour of useless conversation I still couldn’t cancel my contract

– Gavin resents.

According to the conversation transcript, Hackwood was forced to discuss the details of his current TV-plan, despite mentioning on the start that he wouldn’t continue using their services unless the price for them will be as low as he had been offered in another company. By the end of the talk, Gavin still couldn’t revoke his contract, because, according to the Sky-representative he already had a revoking process on his movies channel and operator couldn’t cancel the whole package while the other revoking process was pending. So Gavin was offered to wait for this revoking process to be finished and then cancel the rest of the package, or to stop the movies revoking process and cancel the whole package at once.

Another Sky-representative brought their apologies for the inconvenience, caused by the operator and the service, the customer had been provided with and assured that they have taken measures to simplify the cancellation process. They also mentioned that the procedure that Gavin had to go through wasn’t standard and the consultant got it all wrong.

'.__('Tagged with',THEME_DOMAIN).'
  • ','
  • ','
'); ?>

Tags: