“But I rang back and someone in Sky told me I would get it as I explained it wasn’t made clear what I needed to do. The person told me it would be out soon but it never came,” he says.
We contacted Sky and received the following statement: “We understand that a small number of customers experienced difficulties in the process for claiming their free TV during this offer period . This appears to be the case for Mr Whiteley, who was incorrectly advised, resulting in an unsatisfactory customer journey. We have been in touch with Mr Whiteley to apologise for the inconvenience caused and have resolved the matter.
“She was trying to be productive while on the Dart in to a hospital appointment. A bit on her human mind at the time you see, imagine that! And well, those sales agents have the gift of leading on such conversations. Before you know it you are bamboozled.” That does seem extraordinarily inflexible, so we got in touch with Sky. This time it said: “Having listened back to the call, it is clear that the customer was informed that the cooling off date was February 13th. The 14-day cooling-off period is the industry standard and is a measure in place to protect customers. However, we do appreciate the exceptional circumstances presented by Mr Brady and his wife on this occasion and we are happy to use our discretion in this particular instance.
We contacted Aer Lingus but we are not sure its response will offer any comfort to our reader, not least because the company does appear to be hiding behind terms and conditions which it is entirely responsible for. She says customer service in Ireland “[and there are exceptions] depends on who you are dealing with [if you’re even lucky to speak to a live human being], how much knowledge they have, who to believe and trust. This dial 1 for this and 8 for that is the most frustrating scenic route ever. Sometimes the choice given doesn’t cover your particular query,” she says.
Rang AerLingus customer service today and had my query dealt with immediately.
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Source: IrishTimes - 🏆 3. / 98 Read more »