Warning - SKY £75 Pay Once Watch Forever problems

The_One wrote: »

Im just hoping NonGeographicalMan comes along as they know how to do things properly and get responses off people !!!

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Original Message

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Subject: Sky's Continued Contractual Failure To Replace Pay Once Watch Forever Viewing Cards
Date: Mon, 23 Nov 2009 18:47:23 +0000
To: [EMAIL="jeremy.darroch@bskyb.comCC"]jeremy.darroch@bskyb.com[/EMAIL]
[EMAIL="jeremy.darroch@bskyb.comCC"]CC[/EMAIL]: [EMAIL="andrew.griffith@bskyb.com"]andrew.griffith@bskyb.com[/EMAIL], [EMAIL="robert.fraser@bskyb.com"]robert.fraser@bskyb.com[/EMAIL], [EMAIL="CRsupport@bskyb.com"]CRsupport@bskyb.com[/EMAIL], [EMAIL="dawn.airey@five.tv"]dawn.airey@five.tv[/EMAIL], [EMAIL="mark.white@five.tv"]mark.white@five.tv[/EMAIL], [EMAIL="jeff.ford@five.tv"]jeff.ford@five.tv[/EMAIL], [EMAIL="richard.woolfe@five.tv"]richard.woolfe@five.tv[/EMAIL], [EMAIL="sue.robertson@five.tv"]sue.robertson@five.tv[/EMAIL], [EMAIL="charles.constable@five.tv"]charles.constable@five.tv[/EMAIL], [EMAIL="paul.chinnery@five.tv"]paul.chinnery@five.tv[/EMAIL], [EMAIL="david.scott@digitaluk.co.uk"]david.scott@digitaluk.co.uk[/EMAIL], [EMAIL="barry.cox@digitaluk.co.uk"]barry.cox@digitaluk.co.uk[/EMAIL], [EMAIL="michael.grade@itv.com"]michael.grade@itv.com[/EMAIL], [EMAIL="mark.anderson@bskyb.com"]mark.anderson@bskyb.com[/EMAIL], [EMAIL="john.cresswell@itv.com"]john.cresswell@itv.com[/EMAIL], [EMAIL="rupert.howell@itv.com"]rupert.howell@itv.com[/EMAIL], [EMAIL="george.russell@itv.comRef"]george.russell@itv.com[/EMAIL]

Dear Mr Darroch,

Sky's Continued Contractual Failure To Replace Pay Once Watch Forever Viewing Cards

I write to express my concern at the fact that despite the assurances previously given by your Service Excellence Consultant, Karen Mackenzie, in her reply of 28th August 2009 to my email to you of 27th August 2009 that "all Pay Once watch Forever customers are automatically being mailed free replacement Sky viewing cards irrespective of when the pay Once watch Forever product was purchased. We plan to have completed all card mailings by early October" that this has not in fact taken place and that at the present time neither my mother or anyone else who has bought your Sky Pay Once Watch Forever product but who is not currently a paying Sky subscription television customer has been sent a replacement viewing card. This is widely documented on the discussion thread at http://forums.moneysavingexpert.com/showthread.html?p=26888551

On your replacement Sky viewing card website at https://mysky.sky.com/replacecard/home you also continue to state that "Pay Once Watch Forever and Digital Switch Over (DSO) Help Scheme customers will also automatically be sent a replacement card. Find out more by visiting our FAQs.", but this promise is simply not being honoured. This is despite the clear contractual commitment given with the 6 month 2 Mixes and 4 month 2 Mixes Sky Pay Once Watch Forever products that Sky would replace the viewing card free of charge for the first five years after installation of the equipment.

In my personal opinion the reason why you are failing to manage to replace these viewing cards as promised is because Sky actually has no clue at all who its non subscription paying "Pay Once Watch Forever" customers actually are because any "Pay Once Watch Forever" customers who did not take up the offer to become paying Sky subscribers after the free trial Mix period were simply marked as being cancelled subscribers on your database and you now have no way at all to differentiate them from ordinary monthly subscription customers who have desubscribed.

As I understand it Sky is about to start switching off its old blue viewing cards at any moment and with that being so I cannot understand why Sky seems to appear to continue to bury its corporate head in the sand about this matter and continues to do nothing about it? It appears that despite the assurances given on your replacement viewing card website that these cards would be replaced automatically free of charge that you are quite content to be in breach of contract and to cut off the ability of these Pay Once Watch Forever customers to go on viewing ITV1, Five (depending on the region that the Pay Once Watch Forever customer lives in), Fiver, Five USA and Sky Three once their old blue (yellow house) viewing cards are deactivated by Sky.

Mr Darroch the current situation with your senior customer service staff not properly addressing this issue simply cannot be allowed to continue and Sky's behaviour on this matter is very disappointing indeed given that it has also been tasked by Digital UK with being its main provider of replacement satellite Free To Air viewing equipment, for any customers living in areas with inadequate Freeview/DTT reception, as part of the Digital Switchover project.

I look forward to hearing from you or one of your other senior executives on this matter personally. In particular I do not expect to be fobbed off with any more inaccurate platitudes from your so called Service Excellence Consultants who do not actually seem to understand the dictionary definition of the word Excellence.

Regards,

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Original Message

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Subject: Sky Reference 621007024873/KZM
Date: Fri, 28 Aug 2009 15:31:24 +0100
From: CR Support [EMAIL="CRsupport&#64;bskyb.com"]<CRsupport@bskyb.com>[/EMAIL]

I refer to your email addressed to Jeremy Darroch concerning the cost of replacement viewing cards. I've been asked to respond on Jeremy's behalf and will be personally assisting with your enquiry.

I'm sorry for any misunderstanding over the cost of replacing your Sky viewing card and hope I will be able to clarify matters for you.

I can confirm that all Pay Once watch Forever customers are automatically being mailed free replacement Sky viewing cards irrespective of when the pay Once watch Forever product was purchased. We plan to have completed all card mailings by early October and you should expect to receive a new card sometime before this date.On sky.com/replacecard we do direct visitors to read the FAQs where we do make it clear that Pay Once Watch Forever customers will automatically be sent a card however do concede that this could be made clearer on the homepage and we'll look to updating this accordingly.

We do aim to provide a high level of customer service and I'm sorry that you feel so let down in this instance.

I hope I've managed to address your concerns however should you require any further assistance please do not hesitate to contact me at the above email address.

Regards

Karen Mackenzie
Service Excellence Consultant
Customer Relations