Thanks SKY thats great..... ?????

rich_finch

Where do I stand on this?

Back in August I moved from Virgin Media to Sky as my Virgin Media package jumped from £25 to £48 as offers had ended after the year.

So I contacted Sky and they sucked me in with a great package deal with 50% off for a year. Total package cost was going to be £35pm.

All was well until end of October when I was offered a FREE trial of Sky movies via the offers section on the MySky website.

I clicked the button to accept the offer and that was that. I was watching movies later that evening.

It was until today that I logged into my account again to see my bill and was shocked to see my sky package is now £67.12!!

I instantly contacted them via there online chat and to cut a long story short this was my reply from a sky representative....

Zohaib: Its your mistake before taking the offer you might have contacted us and checked with us, as you dint bothered to contact us and and check with us, I have helped you with the information if you want you can have a word with my manager and check with him.

I then phoned them up and basically there is nothing they can do as you're only allowed 1 offer on the account at a time and upon clicking the FREE trial offer I would have been made aware that this would cancel all other offers.

I tried to explain to them that this is not acceptable and that I have no recollection of this and I would have never taken out a FREE offer but at the same time have to pay full price for my package?

It makes no sense!!??

I'm now awaiting a call back from a manager to try and revert back to my original offer. It doesn't sound promising though?

I'm massively disappointed with sky. They bend over backward to get you as a customer, nothing impossible but now after they have caught me in a trap everything is impossible.

Anyone else recently been affected by this and what could be my options, as I can't afford to pay £67 a month for the remainder of year contract (8months left)?

Plus I don't want to have to downgrade all my services with them just to knock a few quid of the total.

As there would have been no point leaving Virgin Media.

I feel really cheated. :mad:

forgottenlife

You always need to be 100% sure of what you are doing with companies like SKY, as they are always looking to hook customers.

They may well see your complaints as a cost of doing business, and expect all customers to want everything SKY, even though there are alternative platforms available.

I am sure you will be more careful in the future, which may well be the only positive you experience from this scenario.

[Deleted User]

rich_finch wrote: »

I tried to explain to them that this is not acceptable and that I have no recollection of this and I would have never taken out a FREE offer but at the same time have to pay full price for my package?

It's clearly in the small print of any offers that they supersede any existing deals.
It's possible Sky might agree for you to revert to your original deal in this instance, but do remember that you sought out the new offer by looking for it on MySky-Sky didn't "tempt" you with it.
In future, always click on the terms and conditions of any deal you take out online and read them carefully before proceeding.

rich_finch

I just think it's appalling!! Something like this should not be in the little terms and conditions. It should be in bright bold text flashing on your screen.

My package has now gone from £35 to £67. Not good at all. For the sake of a FREE movies trial.

Turns out it's not free at all.

But the really annoying thing is that nobody at Sky is willing to help in the slightest? They all came across surly and uptight.

A manager was going to phone me today between 1 and 2pm. Guess what... no one called.

Really wishing I never left Virgin. They where a joy compared to Sky.

[Deleted User]

rich_finch wrote: »

Turns out it's not free at all.

It was your own choice to sign up for the additional trial online, no one was twisting your arm. It's also your own responsibility to read the terms and conditions before signing up. You could also have clarified if you would end up worse off by calling them in advance.
The trial is free, but you have to abide by the terms and conditions.

pambler

I'm glad I read this thread - I think that lots of people could get caught out - I bet the offer does not say clearly 'If you sign up for this you lose any other offer you signed up to'!

I joined Sky in August (killer deal after having O2 Broadband) but they have driven me mad by messing up the billing every month so far, and I have spent hours on the phone to customer services - the individuals are pleasant enough, but seem very limited in what they can do to sort things out. I'll make sure now I don't take advantage of any of their other offers.
I understand why people are saying that you should read the T's and C's, but how many people do - and I think companies like Sky know that you won't. I hope that you do manage to get things sorted out with them.

[Deleted User]

pambler wrote: »

I bet the offer does not say clearly 'If you sign up for this you lose any other offer you signed up to'!

Actually it does state it very clearly but, like any other online offer, there is no one to advise otherwise if you still decide to sign up.

pambler wrote: »

I'll make sure not to take up any other offers

No need to do that as long as you wait for your current deal to expire first.

pambler wrote: »

I understand why people are saying that you should read the T's and C's, but how many people do

Everyone who doesn't want to waste money.

You make it sound as if Sky offer these deals to entrap customers. If that were the case, they wouldn't offer any deals in the first place.

The basic rule is that you can only have one deal running on your account at any one time. It's hardly rocket science.

VisionMan

Sky used to have the best Customer Service in the business. Now they're just as appalling as everyone else.

They have grown from a struggling company desperate for business to a multi billion pound giant with the dominant market position. And with such a position comes smugness, complacency and awful customer service, with a 'we don't care' attitude. And this thread is just one of many examples of that. Poor.

[Deleted User]

VisionMan wrote: »

They have grown from a struggling company desperate for business to a multi billion pound giant with the dominant market position. And with such a position comes smugness, complacency and awful customer service, with a 'we don't care' attitude. And this thread is just one of many examples of that. Poor.

Yes, I do agree that Sky should have agreed to revert the OP back to the original deal he was on. This might still happen, but I suspect the OP will probably have to WRITE a formal complaints rather than rely on vague promises that a "Manager" will ring the customer with a decision. Classic fob off.

I'd advise the OP to write a complaint, but with the proviso that he admit to being at some fault for not reading the terms and conditions properly.

platterfish

I had this happen to me, they resolved it no problems at all. I initiated the issue on online chat which was forwarded to the relevant department and then actioned within 3 days.

Be persistent, they can change you back. The offer I took was discounted sky sports, they let me keep the discount on sky sports and put the rest of my package to its original 50% off.

I didn't kick off or anything that it had happened, I just explained it clearly and apologised for not realising that I had made the error.

VisionMan

Moneyineptitude wrote: »

Yes, I do agree that Sky should have agreed to revert the OP back to the original deal he was on. This might still happen, but I suspect the OP will probably have to WRITE a formal complaints rather than rely on vague promises that a "Manager" will ring the customer with a decision. Classic fob off.

I'd advise the OP to write a complaint, but with the proviso that he admit to being at some fault for not reading the terms and conditions properly.

Agreed. And everyone should take heed of this thread. Its a classic example of if an offer looks too good to be true, it usually is.

Caveat Emptor. So always read the terms and conditions.