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Dubious free Sky+HD box offer
FlySi
Posts: 56 Forumite
Hello everyone
I'm hoping somebody on might be able to offer some advice regarding an offer from Sky. I received a Sky magazine through the door last week which is 'Exclusively for Sky customers' and entitled 'Some things to make you smile'. On pages 12 & 13, it has an offer entitled 'How to get your first Sky+HD box'. The offer details two cost options: 'Free with the HD Pack' and '£49 without the HD Pack'. These options are linked by a curly bracket to another box with set-up options. These options are: 'Self set-up: If you already have a white Sky+ box then we can send you a new Sky+HD box by courier for just £15' or 'Engineer set-up: If you haven't already got Sky+ cabling in your home then we'll need to send out an engineer which costs £60 for a standard set-up'.
As I understand that offer, it is a) for existing Sky customers; b) for existing Sky customers to obtain their first Sky+HD box; c) the said Sky+HD box is available free of charge for those that subscribe to the HD Pack and at £49 for those that do not wish to subscribe to the HD Pack; d) for those that have Sky+ already, the box can be sent by courier for £15 and you can install it yourself. If you don't have Sky+ already, then it's £60
I'm perfectly happy with my Sky+ service in SD and have yet to be convinced of the need for and benefits of HD. That's why this offer appealed to me - it gives me the chance to try out the service first of all without necessarily having to fork over and additional £10 a month. I was uncertain as to how genuine the offer was so I contacted Sky to clarify things and, if it was genuine, willingly pay £64 for the box and the courier fee.
When I spoke to Sky, I explained the offer to them and they were unaware of a) the magazine; and b) the offer. The individual I spoke with agreed that it sounded confusing and I offered to scan the magazine offer and email it for their reference. This was done and shortly afterwards, I received a reply. In this reply, the individual at Sky whom I spoke to had discussed it with their manager and their position was as follows: the 'Self set-up' option was on the top row of the box and should apply to the 'Free with the HD Pack' option. This conveniently overlooks that there is a curly bracket connecting both the 'with HD Pack' and 'without HD Pack' to a choice of installation options. In addition, the individual stated that there was an asterisk next to the heading 'Box cost' which referred to 'Subsequent minimum terms to Sky TV and the HD Pack apply. Further terms apply. See page 18'. Both the asterisk and the small print regarding Terms & Conditions are in pale grey - if the scanned version of the offer was sufficiently clear enough to reveal this, then it was sufficiently clear enough to reveal the curly bracket connecting the offers.
I had a look at the T&Cs and these contradict not only the offer but also themselves. I duly scanned the T&Cs and forwarded them to Sky, along with a covering email in which I disagreed with their position. I stated that the manager was wrong to argue that the 'self set-up' option applied only to the 'Free with the HD Pack' as both the 'Free with the HD Pack' and the '£49 without the HD Pack' were connected to the box with a curly bracket. With regards to the T&Cs, there were a number of issues that should be clarified:
1) Under the heading 'Sky+HD box', the T&Cs state that 'Existing Sky+ box households are not eligible for a discounted box unless taking the HD Pack. One free/discounted box per household. Sky+HD box up to £199 if you are not eligible for discounted price (Sky TV subscription required).'
The offer on pages 12 & 13 of the magazine states explicitly that this offer is for a) 'your first Sky+HD box'; b) that the box costs '£49 without the HD pack'; c) and that the offer is available to all customers regardless of whether or not they have Sky+ (as implied by the two installation packages available). In my case, this would be my first Sky+HD box as I do not have HD at present. Equally, as I already have Sky+, I would be eligible for the discounted £15 self set-up option as the requisite cabling is in situ. If adopting the position outlined by Sky in their email and in the T&Cs, the offer on pages 12 & 13 falsely advertises a product.
2) Significantly, under the heading 'Self set-up', the terms and conditions clearly state that 'Self set-up is £15, only available to existing Sky+ customers. You must complete self set-up within 31 days of receipt of your box in order to be eligible for a discounted box, otherwise you will be charged £10.25pm subscription for the HD Pack for 12 months'.
This clears up any confusion whatsoever: existing Sky+ customers are a) entitled to upgrade their box to a Sky+HD box for £49; b) without subscribing to the HD Pack; and c) only paying £15 for installation. This contradicts the position raised above that 'Existing Sky+ box households are not eligible for a discounted box unless take the HD Pack'.
Sky replied to my email outlining these concerns and stated that as I would be subscribing to Sky without an HD pack, I would in effect be purchasing a second Sky+ box. If I already owned a Sky+ box then the second box would be more expensive. However, as their T&Cs make clear, existing Sky+ customers are entitled to a discounted Sky+HD box without the HD Pack.
Their email concluded by saying that if I wished to complain, then I should log into MySky and contact their Complaints team.
I'd appreciate some advice on this; I know that I've written a lot but I needed to provide as much information as possible. I've already had some advice from one forum which suggests getting in touch with the Advertising Standards Authority as it's illegal to advertise something in large text and then rescind the offer in small text. Moreover, given that their T&Cs contradict each other, the position adopted by Sky is weak. Has anybody else had any similar issue with Sky? And should I now complain to the ASA or should I complain to Sky directly? Any help would be appreciated.
I'm hoping somebody on might be able to offer some advice regarding an offer from Sky. I received a Sky magazine through the door last week which is 'Exclusively for Sky customers' and entitled 'Some things to make you smile'. On pages 12 & 13, it has an offer entitled 'How to get your first Sky+HD box'. The offer details two cost options: 'Free with the HD Pack' and '£49 without the HD Pack'. These options are linked by a curly bracket to another box with set-up options. These options are: 'Self set-up: If you already have a white Sky+ box then we can send you a new Sky+HD box by courier for just £15' or 'Engineer set-up: If you haven't already got Sky+ cabling in your home then we'll need to send out an engineer which costs £60 for a standard set-up'.
As I understand that offer, it is a) for existing Sky customers; b) for existing Sky customers to obtain their first Sky+HD box; c) the said Sky+HD box is available free of charge for those that subscribe to the HD Pack and at £49 for those that do not wish to subscribe to the HD Pack; d) for those that have Sky+ already, the box can be sent by courier for £15 and you can install it yourself. If you don't have Sky+ already, then it's £60
I'm perfectly happy with my Sky+ service in SD and have yet to be convinced of the need for and benefits of HD. That's why this offer appealed to me - it gives me the chance to try out the service first of all without necessarily having to fork over and additional £10 a month. I was uncertain as to how genuine the offer was so I contacted Sky to clarify things and, if it was genuine, willingly pay £64 for the box and the courier fee.
When I spoke to Sky, I explained the offer to them and they were unaware of a) the magazine; and b) the offer. The individual I spoke with agreed that it sounded confusing and I offered to scan the magazine offer and email it for their reference. This was done and shortly afterwards, I received a reply. In this reply, the individual at Sky whom I spoke to had discussed it with their manager and their position was as follows: the 'Self set-up' option was on the top row of the box and should apply to the 'Free with the HD Pack' option. This conveniently overlooks that there is a curly bracket connecting both the 'with HD Pack' and 'without HD Pack' to a choice of installation options. In addition, the individual stated that there was an asterisk next to the heading 'Box cost' which referred to 'Subsequent minimum terms to Sky TV and the HD Pack apply. Further terms apply. See page 18'. Both the asterisk and the small print regarding Terms & Conditions are in pale grey - if the scanned version of the offer was sufficiently clear enough to reveal this, then it was sufficiently clear enough to reveal the curly bracket connecting the offers.
I had a look at the T&Cs and these contradict not only the offer but also themselves. I duly scanned the T&Cs and forwarded them to Sky, along with a covering email in which I disagreed with their position. I stated that the manager was wrong to argue that the 'self set-up' option applied only to the 'Free with the HD Pack' as both the 'Free with the HD Pack' and the '£49 without the HD Pack' were connected to the box with a curly bracket. With regards to the T&Cs, there were a number of issues that should be clarified:
1) Under the heading 'Sky+HD box', the T&Cs state that 'Existing Sky+ box households are not eligible for a discounted box unless taking the HD Pack. One free/discounted box per household. Sky+HD box up to £199 if you are not eligible for discounted price (Sky TV subscription required).'
The offer on pages 12 & 13 of the magazine states explicitly that this offer is for a) 'your first Sky+HD box'; b) that the box costs '£49 without the HD pack'; c) and that the offer is available to all customers regardless of whether or not they have Sky+ (as implied by the two installation packages available). In my case, this would be my first Sky+HD box as I do not have HD at present. Equally, as I already have Sky+, I would be eligible for the discounted £15 self set-up option as the requisite cabling is in situ. If adopting the position outlined by Sky in their email and in the T&Cs, the offer on pages 12 & 13 falsely advertises a product.
2) Significantly, under the heading 'Self set-up', the terms and conditions clearly state that 'Self set-up is £15, only available to existing Sky+ customers. You must complete self set-up within 31 days of receipt of your box in order to be eligible for a discounted box, otherwise you will be charged £10.25pm subscription for the HD Pack for 12 months'.
This clears up any confusion whatsoever: existing Sky+ customers are a) entitled to upgrade their box to a Sky+HD box for £49; b) without subscribing to the HD Pack; and c) only paying £15 for installation. This contradicts the position raised above that 'Existing Sky+ box households are not eligible for a discounted box unless take the HD Pack'.
Sky replied to my email outlining these concerns and stated that as I would be subscribing to Sky without an HD pack, I would in effect be purchasing a second Sky+ box. If I already owned a Sky+ box then the second box would be more expensive. However, as their T&Cs make clear, existing Sky+ customers are entitled to a discounted Sky+HD box without the HD Pack.
Their email concluded by saying that if I wished to complain, then I should log into MySky and contact their Complaints team.
I'd appreciate some advice on this; I know that I've written a lot but I needed to provide as much information as possible. I've already had some advice from one forum which suggests getting in touch with the Advertising Standards Authority as it's illegal to advertise something in large text and then rescind the offer in small text. Moreover, given that their T&Cs contradict each other, the position adopted by Sky is weak. Has anybody else had any similar issue with Sky? And should I now complain to the ASA or should I complain to Sky directly? Any help would be appreciated.
0
Comments
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I had Sky +, ordered the Sky+HD box and 12 month HD pack subscription with self install.
The box was free and the HD pack is £10.25/month.
The HD box has a larger HDD than the old box and a network port for Anytime +That gum you like is coming back in style.0 -
Great minds.............:DThat gum you like is coming back in style.0
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I appreciate your comments but the point was this: the Sky magazine has an offer that is clearly advertised. However, when you contact Sky regarding it, they say that one section of the Terms and Conditions invalidates the offer (but excluding customers such as myself) whilst another part of the Terms and Conditions specifically states that I am eligible for the offer.
Surely this is against the rules of the Advertising Standards Authority? I've filed a complaint with Sky in the interim to see what happens.0 -
Update: I'm now a happy customer!
I complained to Sky about this offer through its website two weeks ago and heard nothing (despite the guarantee that I would receive a personal reply within 24 hours). On Monday, I again complained to Sky. Having heard nothing by the next day, I emailed Jeremy Darroch outlining my concerns and grievances.
I'm happy to say that last night I received a call from an individual at the Sky Customer Response Team and the issue is now resolved. On Monday, a Sky engineer will be visiting to install Sky+HD box free of charge. I offered to pay for the box last night but Sky declined the offer, saying that I shouldn't have had to jump through this many hoops to get an answer. I'm also going to receive an official apology and explanation at some point as to why my complaint was missed.
All in all, a positive experience from Sky. I did not expect anything for free, let alone a phone call from anybody who was prepared to make an effort and discuss the situation. Well done Sky!0 -
A happy sky customer? What is the world coming to?
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