sky sent me the wrong box ..

jasonwatkins

Had Sky re-installed today. When I rang them initially after getting out of my deal with Virgin, I was promised a free 2TB box when I really wasn't expecting one, so I obviously accepted. I received the confirmation letter on the 4th of August which, to be fair, did not explicitly state that I was getting a 2TB box.

Up until this point, each time I had spoken to an operator from Sky's Customer Services, I'd made a point of openly mentioning that i'd been promised a 2TB box, even to the point of writing down exactly what i'd been promised and reading it back to the operator for confirmation and each time it was confirmed.

I rang back on the same day I got the letter because the prices quoted were incorrect and once again made a point of verbally confirming the box.

I had to ring back again on the 8th of August to sort out the monthly cost once and for all and this time, breaking the habit of a lifetime, I actually took the name of the person I was speaking to as I once again verbally confirmed the 2TB box.

Engineer arrives today with a standard 500gb box, so I rang Sky back and the operator I spoke to said none of the notes mentioned 2TB which obviously confirms what was sent in the initial confirmation letter.

I've asked for my calls to be reviewed because I know 100% that I confirmed this box multiple times, but i'm wondering where I really stand ?

Obviously I appreciate the letter didn't specifically state I would be getting a 2TB box, but would Sky not have an obligation to correct me each time I mentioned it on the phone and asked for confirmation I was actually getting one ?

Surely by repeatedly confirming I'm getting the box and then subsequently not sending me one, is that not misleading ?

Any information most welcome, thankyou.

jasonwatkins

Thanks to the long, indepth and informative replies I received, I thought i'd update with the fact that the engineer is coming today to install the 2TB box i was originally promised.

I kicked it up to the executive office who claimed they listened to my first call which didn't indicate I was promised the box, but since they "couldn't access" my subsequent calls, they would honour it anyway.

Meaning they did access my subsequent calls which confirmed what i'd said all along but they wanted to be seen to be doing me a favour.

Anyway, thanks for the replies

HappyMJ

jasonwatkins wrote: »

Thanks to the long, indepth and informative replies I received, I thought i'd update with the fact that the engineer is coming today to install the 2TB box i was originally promised.

I kicked it up to the executive office who claimed they listened to my first call which didn't indicate I was promised the box, but since they "couldn't access" my subsequent calls, they would honour it anyway.

Meaning they did access my subsequent calls which confirmed what i'd said all along but they wanted to be seen to be doing me a favour.

Anyway, thanks for the replies

I think threads get lost in this part of the forum. I think Digital TV might have been a better place for your thread....and a lot of what you said you answered yourself in your own post so maybe people felt that you had done all that was necessary and no further help was needed.

Anyway well done on new box.

Takeaway_Addict

jasonwatkins wrote: »

Thanks to the long, indepth and informative replies I received, I thought i'd update with the fact that the engineer is coming today to install the 2TB box i was originally promised.

I kicked it up to the executive office who claimed they listened to my first call which didn't indicate I was promised the box, but since they "couldn't access" my subsequent calls, they would honour it anyway.

Meaning they did access my subsequent calls which confirmed what i'd said all along but they wanted to be seen to be doing me a favour.

Anyway, thanks for the replies

don't start seeing the conspiracy theories where there are none. Sky are pretty good for sorting issues out and long term it will make them more money to keep you happy then peeing you off.