Advice on writing to complain to Sky - offer made, now they say it wasn't

nry_2

Hi all,

We've been with Sky for 7 years now and have our phone/TV/broadband with them. Can't say we've had any issues over the years.

I phoned them last Saturday (23rd June) and asked a cheeky question - was there any chance that, as a long standing customer who had no other offers relevant to ourselves from Sky, whether there was any chance of a free router upgrade to a newer 'N' model - we do a reasonable amount of file sharing at home and the old 54G router just doesn't cut it.

After a few trips back and forth to their supervisor, the Sky agent told me they were able to send me a free router - excellent I though! They had a few issues putting the order through, but after 15-20 minutes on the phone they said it was all arranged and if it was not with me by Friday to call the up and check it was on the way.

I rang them yesterday (Saturday) as it hadn't turned up - I was told there was no order and that the last entry on my account was cancellation of the router order, however a note had been added to say 'Router ordered'.

I ended up a little frustrated and got put through to the supervisor who said that the offer could never have been made as 'Sky's policy is never to send out free routers'. They did finally offer £10 account credit and 25% off our TV package for 3 months, but if I want an N router, I have to pay £35. At the moment I have not accepted this offer, pending discussion with my wife on spending the £35 - we agreed that at the moment, we have other spending priorities so unless Sky could either supply the router for free as promised, or credit our account with £35, we are not interested.

I had a friend do a bit of digging and it seems the operator who 'arranged' the free router was working on behalf of Sky, so his calls were not recorded. The note he left wasn't much use, so at present it seems the offer they made for the free router can not be re-created.

Does anyone think it is worth speaking to their complaints department directly (the supervisor was really adamant that I could not ever be offered a free router), or would I be best to write to them instead? In short, I'm just keen to get the free router as promised, the package discount is nice, but we budget to pay that each month, but we aren't budgetting at present to replace the router outright for £35.

Advice welcome

Buzby

Unfortunately if the contractor mistakenly promised a router, Sky is not obliged to fulfill that erroneous order. As for call recordings, any contracted call centre will still have facilities to record transactions, so I would treat a denial as suspect, but even then, the call still may not have been recorded and there is little you fan do about it - unless you had the good sense to record it yourself!

penrhyn

I had my old router replaced with the F@2504N, to be honest the wireless coverage is much the same as with the old router. The push button connection feature is nice as is the shiny finish which matches the new 1Tb boxes.
If you ave connection issues you might try changing the wireless channel and checking for interference with inSSIDer.

£35 is not a bad price for a Wireless N router, or buy one off Ebay or Amazon e.g.
http://www.amazon.co.uk/SAGEMCOM-PACK-ST-2504N-SKY/dp/B006GAEJUU/ref=sr_1_1?ie=UTF8&qid=1341181064&sr=8-1

duchy

Unless you have a very modest TV package surely the 25% plus £10 is MORE than the £35 the N router costs ????

Absolute rubbish that outsource centres for Sky don't have their calls recorded by the way.

If you want to complain best way is to log into MySky and use the complaint option-goes direct to customer relations who I find are quite pro-active.

nry_2

My TV package is £20-ish, they didn't allow any discount on the HD pack, however I rang them again today and asked for the Complaints department which apparently they don't have. I then said OK, can I speak to the cancellations department - at this point the agent asked if I would tell him my problem and after he confirmed things against my account, he spoke to his supervisor and approved the free router!

It does show up on my Sky 'Order Tracking' page, so hopefully it is now sorted out as originally agreed which is all I was asking them for

Our coverage is fine, but file transfer speeds on 'G' is slow compared to 'N' and we do enough of this (photo backups, music etc.) that we should see a little improvement, our laptops do support 'N'.

mynameistallulah

nry wrote: »

I ended up a little frustrated and got put through to the supervisor who said that the offer could never have been made as 'Sky's policy is never to send out free routers'.

They lied - I had a few problems with service and a few weeks ago a free router was sent to me.

I agree with the others - log a complaint. I also agree with duchy that outsourced calls are recorded - they all route through the same system so there is no reason why they should not be.

nry_2

As my previous post, I did ring back and a router is on the way now, cheers folks