Issues with SKY TV

Gurj247

I have recently moved home and received a "come back to Sky TV" email, stating that i would be able to get 75% off my TV services for a year, which included all the stations and HD for 12 months.

I though great, fantastic offer, however my experience with them has been all but pleasant.

I rang up to take the offer, informed them I had moved home and would need them to install a dish etc, they said fine. all going well, then for some reason their system would not allow them to process the order.

The person I spoke to raised an internal request to resolve it, but this would take 24 hrs and that they would call me back to confirm my order so it was processed.

approx 48 hrs still no call back, so I called them. I spoke to a new person and they went through the process again and had the same issue. I then asked to make sure that this problem would not result in me losing this deal and was assured that a note would be put on my account stating that when the issue was resolved I would get this 75% off deal.

I have just got off the phone with Sky now to follow up again...:mad::mad::mad::mad::mad::mad::mad::mad::mad:
I have now been told that they can no longer honour the deal that I called to sign up for on two separate occasions. Even though they recognise that I called for the deal and went through the process and that it was their system that failed they will no longer honour the agreement.

They have however offered me half price TV services for a year. (this works out £112 per year more expensive than the 75% off deal) which I am not happy about.

Is there anyone else that has experienced the same from Sky?
What would be your next steps to take this further, or would you just take the 50% off deal?

Thanks for your help.

Kaybenson

The can be funny sometimes.

Ecah time you call them, did you know the name of the staff you spoke to? If not, you can just launch a complaint via jeremy ruddock's office.

Gurj247

Just for your information the email contained the following:

75% off Sky TV for 12 months
75% off movies and sports for 12 months
All in stunning HD
£50 towards your bill

So the difference in the two offers is as follows:
75% off deal above = yearly cost of £267 (£22.25 x 12)

Equivalent 50% off offer = yearly cost of £379 (£63.25 x 6)

Gurj247

Kaybenson wrote: »

The can be funny sometimes.

Ecah time you call them, did you know the name of the staff you spoke to? If not, you can just launch a complaint via jeremy ruddock's office.

I have a record of all the names of the people i spoke too, as well as the times i called.

jeremy ruddocks office?

Thanks.

Gratis

Kaybenson wrote: »

The can be funny sometimes.

Ecah time you call them, did you know the name of the staff you spoke to? If not, you can just launch a complaint via jeremy ruddock's office.

Gurj247 wrote: »

jeremy ruddocks office?

The name's Darroch, not Ruddock.

Jeremy Darroch is the Chief Executive Officer of British Sky Broadcasting.

See here.

The email address for him is jeremy.darroch@bskyb.com

He won’t answer your email personally; it will be dealt with by his executive team which has a good reputation for getting things sorted out efficiently and promptly.

Be polite.

macman

But if the offer was originally made at the old property, it doesn't necessarily apply at the new property, as the costs of setting you up there are obviously much higher.

Gurj247

macman wrote: »

But if the offer was originally made at the old property, it doesn't necessarily apply at the new property, as the costs of setting you up there are obviously much higher.

The offer does not state that it is on the original property, also when i rang them they said that it was not a problem, that they would send out an engineer to install the dish etc, and i would still get the 75% off.

• The issue is that thier own system did not process the order.
• I was told twice that i would not lose the offer, even if the date passed because of the above.

Gratis

When offers to “Return to Sky” at a discount arrive in written form, through the post, they usually include, in the small (tiny) print, that it’s for former Sky customers who have an existing box and dish installation.

If this particular Sky offer came by email, it may (or may not) include that stipulation. Check. And check also from whom the email actually came - it might have been from a Sky contractor, chasing Win-Backs on commission, rather than from Sky itself.

What’s important is with whom you actually contracted to accept the deal.

Was the number you rang definitely Sky itself or just one given in the email?

Remember that simply re-authorising your Sky box to decode the Sky TV signal and services costs Sky effectively nothing. Whereas, as macman points out, sending someone round to your house in a van, to supply and install a dish does cost Sky money.

That being so, a 50% discount for a year, including a free new dish installation (if that’s what Sky is now offering you without quibble) is still a good deal. Many people posting to this board are begging to be given a 50% discount alone!

We used a “Return to Sky for 50%, for a year” offer in 2010 to also upgrade, from our redundant Sky+ box (we had already switched to FreeSat HD with a Humax box) to Sky HD. This cost us £60, for which sum Sky installed a new (second) dish and gave us a new Sky+HD box.

Offering to pay for a new dish installation might resolve the issue over a 75% discount.

But try the Jeremy Darroch route first. If Sky (twice) contracted with you by telephone to give you a free dish installation plus a 75% discount on Sky TV, Sky should honour this. Whatever problems Sky then encountered in processing it is neither your fault nor your concern – it’s Sky’s.

phamer

Which telephone number is it that you are ringing for the come back to sky offer?
They have dedicated lines which close when the offer is no longer on.
Can anyone assist me in proving the current come back telephone number.
Thanks

macman

Don't bother emailing James Murdoch though-he's already clearing his desk...
http://www.bbc.co.uk/news/business-17599269

penrhyn

O dear, what a pity, how sad!

No prizes for identifying the quote lovely boys.