SKY cons once again...

tkdbabe

Hi
I Phoned sky last week and asked when my contract was up because virgin keep offering me a virgin+ box and I only had the old white non sky+ box. lad I spoke to said I could have the new sky+ hd box free with free install. I said this was no good for me because I didn't have a HD TV, so couldn't see the point in paying extra for HD channels. He replied I could have the +HD box but wouldn't have to have the channel. I SPECIFICALLY said "so it wont cost me any more a month will it?" to which He replied "NO" . so I agreed. biggest mistake ever!!!!!
had the install done today and just gone online to check my bill and it says I've got the new HD channels. Phoned sky up to be told I have to have the HD channels because I have the HD+ box. Explained what I was told and the woman said because I had the free install and box I have to have them.
Told her if that's the case to come back and take it out. She said I can fill out a complaint form. I asked did they record the phone calls as this would prove what I said. She said "ummm".
Then She added a complaint could take over 14 days (past the cancellation point) so even if this is rectified it will be too late to cancel.
All in All means I am stuck paying an extra £10-25 a month for something which is of NO USE WHATSOEVER to me!!!!!

Ectophile

Only if you roll over, give in and just pay them.

Tell them very firmly that you did not agree to the extra HD channels, and you have no intention of paying for them. Insist that they review the phone call that was originally made to you.

tkdbabe

will do. just filled out a complaint form (luckily all my calls are itemised so i was even able to tell them time as well as date i phoned). thought it was too good to be true with sky.....

smackaine

Easiest way you'll get this fixed is to:

1. Call the billing department
2. Request they fill in a sales offers/actions not applied form based on what you were told.
3. Request case management (callback) from your advisor for around about 3 days time.
4. Profit!

They listen to the call, ascertain what was said, either take off your HD mix and refund you for the time you've had it or discount it making it essentially free for the year you would have been in contract.

You could go for the jeremy.darroch approach and it's likely you would achieve the same result, not sure about the timeframe though. Now that I think about it, it would likely be quicker this way.

Or both! Either way, you verbally agreed to something, they will honour it.

Niv

Hi tkd,
Sounds a real pain. I make the same upgrade not that long ago but was told I had to pay £30 install. I did this and I dont have the HD sub. May be worth trying to volenteer to pay that and cancel the HD sub? I know it will not be totally free this way but you still endup with a decent sky+ box with some HD channels available for free (if/when you get a new tv) for £30. I know it becomes a bit of a principle thing with people, but if they accept the above you havent got such a bad dal imo.

Niv

miss_trust_2

tkdbabe wrote: »

Hi
I Phoned sky last week and asked when my contract was up because virgin keep offering me a virgin+ box and I only had the old white non sky+ box. lad I spoke to said I could have the new sky+ hd box free with free install. I said this was no good for me because I didn't have a HD TV, so couldn't see the point in paying extra for HD channels. He replied I could have the +HD box but wouldn't have to have the channel. I SPECIFICALLY said "so it wont cost me any more a month will it?" to which He replied "NO" . so I agreed. biggest mistake ever!!!!!
had the install done today and just gone online to check my bill and it says I've got the new HD channels. Phoned sky up to be told I have to have the HD channels because I have the HD+ box. Explained what I was told and the woman said because I had the free install and box I have to have them.
Told her if that's the case to come back and take it out. She said I can fill out a complaint form. I asked did they record the phone calls as this would prove what I said. She said "ummm".
Then She added a complaint could take over 14 days (past the cancellation point) so even if this is rectified it will be too late to cancel.
All in All means I am stuck paying an extra £10-25 a month for something which is of NO USE WHATSOEVER to me!!!!!

ask for the call to be listened to, any advisor can fill out an ETS form (that gets call listened to) for this to be done, the request then goes to that advisor's manager who will take appropriate action!

J-Man_4

Ive just had problems. Was going to cancel and go to virgin media (mainly for their broadband) with their deal but sky convinced me to stay with an added HD box, sky+ moving upstairs and anytime+ and free sky talk for 12 months.

When the engineer came out he said as the router is upstairs and HD box downstairs there is no way to get anytime+ as they cant run a cable. The only way is if i use sky's wireless connection adapter which i wasnt told about or asked where anything was at the point of sale by the sales guy.

Ive just rung sky and she's logged a complaint but I wont get a call back or anything and I have to pay £60 for this wireless adapter just to get anytime+.

Apparently they have had a lot of calls recently regarding mis-information but still I have to pay regardless.

Sky - You really are a joke. No wonder customers are upping sticks.

J-Man_4

Update: I rang sky back but went through to a different number in the options for sky tv to report a problem and asked to be put straight through to a manager about the mis-information from the sales agent. She told me she may be able to help me more. I explained the problem once again and she's sending me one free, no hassle. Why they couldnt have done this in the first place is beyond me. It seems 50% will help you and 50% wont from previous problems too. My advice - Keep calling back.

sallyanne3

I dont like sky anyway , pants ,viriggn however rigid does get people out or things ddone

tkdbabe

rephoned sky and spoke to a lovely bloke called steve. he instantly said he could rectify the problem and has taken the HD package off my bill. he apologised for any mix-up and problem rectified! thank you sky! and thanks to you all for the helpful suggestions, if you hadnt helped i honestly wouldnt have known what to do next!

McKneff

I have to say Ive been with Skhy for donkeys years and have always had excellent customer service.
Ive sometimes had problems with Broadband and at one time they were on the phone with me for half an hour (because I'm a technophobe) sorting the problem out, they knew exactly what they were talking about. Other times Ive had problems with the box and they have led me through all the troubleshooting (it would have been easier for them to say 'you need a new box'
I cant fault them tobe honest.