SKY - is there a cooling off period?

welnik · 6 December 2006 at 7:06PM

I decided to order sky and found quite a good deal as a CD-wow customer. The deal they were offering until the end of November, was half price monthly subscription and £35.00 of CD-wow vouchers. I placed my order online and even chose my installation date for the following Monday. Didnt receive a visit on the Monday so I rang them late on in the day. They denied all knowledge of my order?

I was then told that because the previous owner (I moved in 6 months ago) still had a live account, I would have to order directly over the phone. They then offered me 3 months half price. I explained that I would prefer them to cancel the previous owners account and I would rather go through the CD wow offer as it was obviously better. I was then told that no such offer exists. I then asked to speak to his manager and the original person came back on the line and said not to worry, he could honour the deal. Not quite believing him I asked for an email to confirm and was told that he didnt have access to external email. Not quite believing him I asked "how am I going to have proof of our conversation". I was told that all telephone calls are recorded and if there were any problems, they could retrieve my phonecall.

I took his word for it and 5 days later it was fitted.

I had my first months half price payment debited yesterday and when I checked my account again this morning, they had taken another payment for 3 times the monthly amount. I rang up to query this other payment and was told that it was nothing to do with them and to query it with mybank. Considering my statement says "sky" next to the transaction, I would say that its most definately something to do with them.

Ive now discovered they know nothing about my 4 month half price deal with vouchers. What a suprise!

So, Im trying to find information about cooling off periods and there is nothing in the terms and conditions.

Anyone know?

Emmysmum_2 · 6 December 2006 at 7:10PM

I suggest calling and asking to speak to a manager when you get someone. Look up the offer online again as well for the CD wiow offer, google usually keeps cached pages. Infact this page shows there wa sindeed such an offer that ended Nov 30:
https://survey.sky.com/ordersky/cdwow/

Emmysmum_2 · 6 December 2006 at 7:11PM

Should add, your bank can recall unauthorised Dd amounts under the DD gurantee. Do ring them and have them do so rather than wait for them to refund you.

Emmysmum_2 · 6 December 2006 at 7:25PM

I found you cached page btw so you have proof of the Sky offer:
http://216.239.59.104/search?q=cache:oDE5xhdLKucJ:https://survey.sky.com/ordersky/cdwow/+https://survey.sky.com/ordersky/cdwow/&hl=en&ct=clnk&cd=1&ie=UTF-8

welnik · 6 December 2006 at 7:35PM

I did do a screen print and Im going to send them a copy of it.
thanks for your comments. Do you know if there is a cooling off perioD

samtman · 6 December 2006 at 7:49PM

I am sure it is 14 days. I remember reading it when I got mine installed. Im still looking for the paperwork

tripled · 6 December 2006 at 7:49PM

Legally you get either 7 or 14 days (can't remember which), but it is waived if you agree for them to start the installation work. I doubt think they will let you cancel now.