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  • FIRST POST
    • bubblecut
    • By bubblecut 6th Oct 17, 2:18 PM
    • 115Posts
    • 312Thanks
    bubblecut
    Sky TV Reneging on Deal which was Offered
    • #1
    • 6th Oct 17, 2:18 PM
    Sky TV Reneging on Deal which was Offered 6th Oct 17 at 2:18 PM
    I am interested to hear what your views are on this scenario i have with Sky at the moment.
    I spoke to the cancellation department on Sunday 24 September as i have been experiencing really poor broadband (very slow and intermittent) for a while. At the same time my multiroom box in the bedroom decided it wasn't going to work The advisor I spoke to told me he could upgrade my broadband to fibre for £6.01 less than what i am currently paying and said he had a cheaper way to resolve the issue with the multiroom box which was instead of paying an engineer's call out charge to fix the box (which I was not going to pay anyway) I could have a 1T Sky Q box and a minibox for a one off cost of £20 and he could also reduce my monthly cost on a new 18 month contract.

    I told him i would need to check this with my husband and he gave me a reference number and put a note on my account for whoever picked this up when I called back.

    My husband agreed but said if the internet is still bad then we want the right to cancel the contract.

    So I called up at lunchtime the next day, Monday 25th September and spoke to another advisor and gave him the reference number and told him what had been agreed. He managed to put the broadband through fine but for some reason he couldn't put the Sky Q box through and despite checking this with his colleague, he was still having a problem and said he would call me back around 7pm that evening. I waited for his call and nothing.

    I contacted Sky via the online chat and it would appear that this offer never existed. The advisor must have got the deal from somewhere though, he can't just pluck it out of thin air or make up his own deals.

    They want to give me Sky Q but they want me to pay £65, which defeats the object as the engineer's call out to fix the multiroom box is £65.

    They seem to be quite happy for me to cancel and go elsewhere but my husband said surely trading standards would have something to say about it. If it was something in a shop and it had the wrong price on it, they would have to sell it to me for that price. Can i report it to trading standards do you think, after all, Sky do record all the calls, they just need to listen to the conversation?

    Just interested in what other people think, as i'm more than like to go with Virginmedia now anyway.

    Thank you
    First wins: £120 and The Private Lives of Pippa Lee DVD
Page 1
    • zx81
    • By zx81 6th Oct 17, 2:26 PM
    • 13,680 Posts
    • 14,141 Thanks
    zx81
    • #2
    • 6th Oct 17, 2:26 PM
    • #2
    • 6th Oct 17, 2:26 PM
    If it was something in a shop and it had the wrong price on it, they would have to sell it to me for that price.
    Originally posted by bubblecut
    They wouldn't.
    • JJ Egan
    • By JJ Egan 6th Oct 17, 2:38 PM
    • 9,747 Posts
    • 4,003 Thanks
    JJ Egan
    • #3
    • 6th Oct 17, 2:38 PM
    • #3
    • 6th Oct 17, 2:38 PM
    Do you have actual evidence of this offer ??
    • IAmWales
    • By IAmWales 6th Oct 17, 2:40 PM
    • 1,491 Posts
    • 3,129 Thanks
    IAmWales
    • #4
    • 6th Oct 17, 2:40 PM
    • #4
    • 6th Oct 17, 2:40 PM
    Trading Standards do not deal with individual complaints, and wouldn't be interested in this even if they did.

    Sky retention deals change daily and according to who you speak to, there was never any guarantee that price would still be available. An offer can be rescinded before it is accepted.
    • bubblecut
    • By bubblecut 6th Oct 17, 2:43 PM
    • 115 Posts
    • 312 Thanks
    bubblecut
    • #5
    • 6th Oct 17, 2:43 PM
    • #5
    • 6th Oct 17, 2:43 PM
    Evidence being the reference number they provided me and they supposedly record all calls as proof of conversation.
    First wins: £120 and The Private Lives of Pippa Lee DVD
    • bubblecut
    • By bubblecut 6th Oct 17, 2:45 PM
    • 115 Posts
    • 312 Thanks
    bubblecut
    • #6
    • 6th Oct 17, 2:45 PM
    • #6
    • 6th Oct 17, 2:45 PM
    Well, they are saying it was never available I was misquoted by one of their advisors. I'm guessing on that basis, they obviously don't train their staff very well!!
    First wins: £120 and The Private Lives of Pippa Lee DVD
    • bubblecut
    • By bubblecut 6th Oct 17, 2:48 PM
    • 115 Posts
    • 312 Thanks
    bubblecut
    • #7
    • 6th Oct 17, 2:48 PM
    • #7
    • 6th Oct 17, 2:48 PM
    Unless things have changed in the last few years this always used to be the case, I used to work in retail.
    First wins: £120 and The Private Lives of Pippa Lee DVD
    • zx81
    • By zx81 6th Oct 17, 2:52 PM
    • 13,680 Posts
    • 14,141 Thanks
    zx81
    • #8
    • 6th Oct 17, 2:52 PM
    • #8
    • 6th Oct 17, 2:52 PM
    https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-is-advertised-at-the-wrong-price/
    • bubblecut
    • By bubblecut 6th Oct 17, 2:57 PM
    • 115 Posts
    • 312 Thanks
    bubblecut
    • #9
    • 6th Oct 17, 2:57 PM
    • #9
    • 6th Oct 17, 2:57 PM
    OK, thanks for that zx81, it has changed then.
    First wins: £120 and The Private Lives of Pippa Lee DVD
    • JJ Egan
    • By JJ Egan 6th Oct 17, 2:59 PM
    • 9,747 Posts
    • 4,003 Thanks
    JJ Egan
    Unless things have changed in the last few years this always used to be the case, I used to work in retail.
    Originally posted by bubblecut

    From link posted .
    If you take an item to the till and are told the price on the tag or label is a mistake, you don’t have a right to buy the item at the lower price.


    < basically its an offer to treat >

    As far back as i recall its always been the same .
    Of course many retailers will sell at the mistaken price as a matter of goodwill .
    Last edited by JJ Egan; 06-10-2017 at 3:01 PM.
    • bubblecut
    • By bubblecut 6th Oct 17, 3:08 PM
    • 115 Posts
    • 312 Thanks
    bubblecut
    It was a long time ago when i worked in retail and it was part of our training. If it ever happened and it did occasionally, we used to call the supervisor over and if it was a lower price we never ever argued the case, it was always a case of OK just let it go through at that price. It has happened a couple of times to me and always got it at the lower price.
    First wins: £120 and The Private Lives of Pippa Lee DVD
    • Colin_Maybe
    • By Colin_Maybe 6th Oct 17, 6:03 PM
    • 1,154 Posts
    • 516 Thanks
    Colin_Maybe
    Evidence being the reference number they provided me and they supposedly record all calls as proof of conversation.
    Originally posted by bubblecut
    A reference number is of no use as evidence but if you really are set on going to Virgin I'd say just do it and save yourself the aggravation. If you're thinking of cancelling the fibre BB you're possibly running out of time to utilise the cooling off period.

    BTW if you use the 'quote' button it's easier to work out who you're replying to.
    • brewerdave
    • By brewerdave 7th Oct 17, 10:00 AM
    • 4,497 Posts
    • 1,842 Thanks
    brewerdave
    Well, they are saying it was never available I was misquoted by one of their advisors. I'm guessing on that basis, they obviously don't train their staff very well!!
    Originally posted by bubblecut
    To be fair to the Sky agents - there are so many different "offers" floating around currently,that it would be very hard to be 100% correct all the time.
    For example,in my cancellation conversation this weekend, the agent thought he had found me a better deal than the one I finally accepted -then had to rescind as it applied to Sky Q customers taking the whole package not the HD ones.
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