Sky TV "gesture of goodwill"

Everyonewantsmymoney

Arranged for broadband and On Demand with Sky TV which they ballsed up in spectacular fashion. I complained and was given 6 months half-price movie subscription as a gesture of goodwill. I thought this was reasonable, appreciated the gesture and drew a line under the issue.


It transpires that 6 months half-price movies is available to all Sky customers anyway. I was basically fobbed off with a promotion which is available unilaterally under the pretence that it was a gesture of goodwill.


I don't usually make a fuss but I find this incredibly insulting. I've spent at least £8 so far attempting to lodge a formal complaint only to be told recently that Sky call centres are effectively a third party to Sky, thus I will have to submit via email or writing directly to Sky. Don't need the hassle to be honest but I just can't swallow this one.


Utterly bizarre. Rant over. Anyone else recognise this?

Fosterdog

Usually things like the 6 months half price movies/sport/broadband etc. are for new customers only. As you were an existing customer it was a good will gesture to allow you to have an offer you would otherwise not be entitled to.

bazzyb

Everyonewantsmymoney wrote: »

I thought this was reasonable

Great! Everybody's happy. Move on...

Everyonewantsmymoney

bazzyb wrote: »

Great! Everybody's happy. Move on...

'Everybody' is not happy. Clearly.

LilElvis

Everyonewantsmymoney wrote: »

Fosterdog, this is not the case.

I don;t blame you for feeling narked. I have this issue every year when it comes to renewing my broadband with BT. I call them. They offer me a 'loyalty discount'. I point out that, over the term of the contract, it works out as the same price being paid by a new customer so therefore hardly a 'loyalty discount'. They go quiet - then offer me a better discount. It has worked every year, but it is both annoying that I have to go through this rigmarole every time and insulting that they think my custom is actually of no more value than a new customer.

Everyonewantsmymoney

Fosterdog wrote: »

Usually things like the 6 months half price movies/sport/broadband etc. are for new customers only. As you were an existing customer it was a good will gesture to allow you to have an offer you would otherwise not be entitled to.

Fosterdog, this is not the case.

Sorry I'm new here and trying to edit posts on my phone to make it neat! I'll stop that

Everyonewantsmymoney

LilElvis wrote: »

I don;t blame you for feeling narked. I have this issue every year when it comes to renewing my broadband with BT. I call them. They offer me a 'loyalty discount'. I point out that, over the term of the contract, it works out as the same price being paid by a new customer so therefore hardly a 'loyalty discount'. They go quiet - then offer me a better discount. It has worked every year, but it is both annoying that I have to go through this rigmarole every time and insulting that they think my custom is actually of no more value than a new customer.

Hah the bloody cheek of it! We had nothing but problems with BT at work, so that doesn't surprise me in the slightest. Sky customer services I've always found superb, though.. Until now.

bazzyb

Everyonewantsmymoney wrote: »

'Everybody' is not happy. Clearly.

Sky offered you something in response to your complaint, and you said that you thought was reasonable and appreciated it.

I can't see what the issue is, you were happy, you accepted it. If you weren't happy, you wouldn't have accepted it.

Everyonewantsmymoney

bazzyb wrote: »

Sky offered you something in response to your complaint, and you said that you thought was reasonable and appreciated it.

I can't see what the issue is, you were happy, you accepted it. If you weren't happy, you wouldn't have accepted it.

They pretended to give me something that I was entitled to anyway. It's almost funny!

I was happy until i found out a few days later that offer would have been available to me anyway. Sorry if my post was unclear.

Fosterdog

Everyonewantsmymoney wrote: »

Fosterdog, this is not the case.

It really is, it's not something available to all customers, I just logged into my account to check and there is no offer for half price movies for six months. I have been a sky customer for five years, I've never had the movies package but have always had TV, phone line and broadband. We had the sports package for a while and when we cancelled that and were going to cancel the whole package I was offered a new HD box and HD half price for six months.

It's not an offer that was open to everyone and was only offered to me as an incentive to stay and it is an offer they have used as a way to get new customers.

It's not something all customers are entitled to, you are only entitled to the package you agreed to when you entered a contract with them. It wouldn't matter if everyone else had the same package at quarter of the price you are paying, if that is the contract you agreed to then that is what you are entitled to.

Everyonewantsmymoney

Fosterdog wrote: »

It really is, it's not something available to all customers, I just logged into my account to check and there is no offer for half price movies for six months. I have been a sky customer for five years, I've never had the movies package but have always had TV, phone line and broadband. We had the sports package for a while and when we cancelled that and were going to cancel the whole package I was offered a new HD box and HD half price for six months.

It's not an offer that was open to everyone and was only offered to me as an incentive to stay and it is an offer they have used as a way to get new customers.

It's not something all customers are entitled to, you are only entitled to the package you agreed to when you entered a contract with them. It wouldn't matter if everyone else had the same package at quarter of the price you are paying, if that is the contract you agreed to then that is what you are entitled to.

This does contradict the advice I received from their call centre, though..

Actually I sincerely hope this is the case. I like Sky, as I said previously I've always found their customer service superb. As an aside, I have 9 yr old, I work 40+ hours a week and have a law degree underway. I don't have the energy for this cr*p :rotfl:

Thanks for the help