19-05-2016 19:44
19-05-2016 20:08
Hi @Anonymous User the thing about this forum is whilst Now Staff are on it. The vast majority of people on here are users like ourselves. We know the frustations of using equipment in the real world. We also learn how to fix problems and help each other. Help can be impersonal and sometimes when you search for something it cannot be found. Knowing you are in contact with folk in the UK here is reasssuring. I also think it is reassuring to most people who come in here stressed to know that someone acknowledges their concern and tries to get them help. This may be as simple as helping them to find chat.
People will always post things that we disagree with or try their luck in certain instances. Posting a chat does not prove them to be in the right. I do think it is a shame that people don't realise they are posting on a public forum at times.
Of course not everyone is patient on here. Some don't like you posting the same question as another person or re posting same in different section. I think sometimes there is a danger of posts getting lost in a long thread and confusion as to who is being answered. I have seen people get upset with each other because they both thought the other was staff and thought the staff person was being unhelpful.
Of course from an entirely cynical point of view, having customers provide customer service they can keep costs down allowing them to keep the costs of passes down- especially when purchased as gift cards or as a bundle with a box. It certainly is the cheapest way to have Sky Movies, my average cost of that is less than £5 a month.
19-05-2016 20:25
@4268 wrote:
I think sometimes there is a danger of posts getting lost in a long thread and confusion as to who is being answered. I have seen people get upset with each other because they both thought the other was staff and thought the staff person was being unhelpful.
@Anonymous User @4268 . That's why I tend to quote the post I'm responding to as it helps avoid confusion. I also clearly state in my post signature that I am not a member of staff. Although sometimes people don't pay attention to post signatures, but it usually does help them avoid confusion. I also use the forms mention function like I did here to make it clear who I'm talking to.
I do think people posting their live chat conversations is a bit wrong and it does make people feel uncomfortable
19-05-2016 23:54
20-05-2016 24:15
@Anonymous User@commanda6@4268
Apologies for butting in, I stick around, sometimes more than others, as I find the whole NOW TV set up quite amusing. To a new customer it can be pretty hard to grasp - the combination of boxsets, expiry dates, catch up & live TV. In a lot of ways they are their own worst enemy, especially when advertising box sets which folk sometimes sign up for only to find that they may expire in a matter of days! And Live Chat is so difficult to find
20-05-2016 24:24 - edited 20-05-2016 24:26
No need to apologise @Anonymous User !
I remember trying to find live chat myself when I first signed up, as my voucher 'dropped off' - only had one account as well 🙂 it genuinely just vanished! I found chat eventually but I'd almost convinced myself it didn't exist 😄
20-05-2016 8:19
@Anonymous User wrote:I remember trying to find live chat myself when I first signed up, as my voucher 'dropped off' - only had one account as well 🙂 it genuinely just vanished! I found chat eventually but I'd almost convinced myself it didn't exist 😄
Hmmm....
Even if there was a large yellow banner at the top of each forum web page saying: "a link to live chat can be found at the bottom of every the 'help centre' article", many people would either miss it or ignore it. Just like they do now when the same yellow banner is used to display NOW TV service issues!
"Oh I'm so depressed. Here I am......"
20-05-2016 7:53
20-05-2016 20:11
I come online to:
Seriously though, it has lots of advice to help solve issues but I agree on the live chat trouble. Like SMD said though, people would ignore a message at the top directing them to live chat but when you 'panic' that you can't cancel or the box isn't working, your mind goes nuts 😄
20-05-2016 20:18
@caseyb1993 , you cheeky monkey. I don't torment you. Much