Sky - offer made, then not honoured

supaman

I've been a Sky customer for 10 years, and recently I was made an offer for a package, which was not honoured. Here are the details:


17th July 2010
I phoned Sky as I was trying to save money on my phone, TV and broadband. I explained to the chap that Virgin Media had made me a good offer for TV and phone, and I was thinking of leaving Sky. He went on to offer me the following package:
- Sky 3 mix - £20 per month.
- Multiroom Lite - £5 per month.
- Unlimited broadband, and unlimited calls, including line rental - £12.50 per month.
I said that I would speak to my family, and get back to him on Monday 19th July 2010. He agreed, and the call was concluded.

19th July 2010
As agreed, I phoned to accept the offer made to me on 17th July, but I was told that the offer could not be honoured. The line rental would be charged on top of the £12.50 for the broadband and phone package. Apparently, the chap I spoke to made a mistake. I spoke to a manager who said that she would listen to the call made on 17th July, and get back to me in 48 hours. I also requested a copy of the recording, to which she agreed to provide a copy.

21st July 2010
The manager called me, and I asked her to call me back in 30 seconds (i was driving), and she agreed. I proceeded to clear my schedule for the next hour so that I could speak with her. The call never arrived, and I was left waiting. I called back in the evening, and was told that a message can be passed to the manager I was dealing with, to let her know that I’m still awaiting her call. I have requested a call after 14:00 on 22nd July.

22nd July 2010
She has yet to call. Message left with another representative to email her and ask her to call asap.

And, still waiting!! I've emailed and called Sky again to log a complaint, as per their Complaints Charter, and was told to wait.

As far as Im concerned, the 1st chap I spoke to made me a good offer, and thats the offer I'd like to take. Sky say that any offer is only valid at the time it is made. But, the fact that he agreed to let me think about it and get back to him on a specified date means, to me, that the offer period was extended.

What do you guys think? Will I get the original offer? Has anyone else experienced the silent treatment from Sky? What are your thoughts?

Zandoni

Phone again and tell them you want to leave, they will put you through to the haggling department and see what they offer you then.

Hintza

If your telephone exchange has not been LLU by Sky then you will have the line rental to pay. I would have thought an easy error to make.

So in my view you will be onto plumbs.

cyberbob

Zandoni wrote: »

Phone again and tell them you want to leave, they will put you through to the haggling department and see what they offer you then.

They'll probably wave you goodbye. There has been lots of reports on DS of people threatening to leave and SKy not offering anything. Threats are only good if you wish to go through with it. Sky realise that most wont and the few that will make little difference to their customer base or profits.

If they make offers on the phone they are normally only applicable at the time of offering. I think you'll be on to a loser.

unholyangel

Quite franky i wouldnt touch virgin with a barge pole if i had a choice.
I have been with them 6 years and have had nothing but trouble with them. Not just minor issues either. Trading standards have been involved several times.

Although from what i hear, Sky can be just as bad!

adam.mt

By all means try and pursue but legally they don't have to honour any offer; they're allowed to change their mind (as are you) at any point until the contract is signed and done.

Spartacus_Mills

Zandoni wrote: »

Phone again and tell them you want to leave, they will put you through to the haggling department and see what they offer you then.

I got a free Sky+ box with installation and a reduced price package when I did it. I had no intention of leaving and was just trying it on.