Sky not honouring an offer accepted on chat

vini_1983

I have been sky for a long time and for the first time i need to complain about their customer service. Yesterday I was offered a 75% off deal by their upgrade department on chat . I accepted immediately but today I just checked my sky account and found the next bill to be very high.

Called sky immediately and after a lot of transferring from billing to retaintion to upgrade and back to retaintion they now say can't provide such deal. Quite frustrating as i reiterated that with agent on chat multiple times and he said it is a heavily discounted price and successfully applied on my account.

I have raised a formal complain to look into the chat transcript and figure out why it can't be honoured. I am sure acceptance on chat is a agreement/contract which sky should honour. If it is a mistake i doubt customers will get away with such breach of agreement without paying.

Is there any obligation on them to honour the offer and commitment to customer made or they can get away by saying it was a mistake?

[Deleted User]

Not sure about the legal ramifications but how did you complain to get them to look at the transcript? If over the phone then obviously wait for them to get back to you first but if no success then try a letter to:

Customer Complaints
Sky Subscriber Services Ltd
PO Box 43
Livingston
West Lothian
EH54 7DD

Preferably with a printout of the chat if you copied it.

[Deleted User]

Is there an email address to complain also instead?

brewerdave

OP - were you out of the minimum term period ? If so, had you cancelled??

[Deleted User]

craigr98 wrote: »

Is there an email address to complain also instead?

No, I'm afraid not.

vini_1983

I complained on phone for them to look at the chat transcript. I didn't copied as sky always had been quite good in such things and there was no option to send the chat transcript on email. But I am sure they will have it somewhere. They said they will get back by 11th april

vini_1983

I am on original bundle for 12 months and wanted to upgrade to sky cinema and sports which has 31 days rolling contract.

teddysmum

How long have you been in the latest minimum term for original ?ie when did you agree the current price ?


The 75% offer, as far as I know, was only offered to those of us who cancelled, out of minimum term and let the service go off.


Are you sure that the offer of 75% off was actually made or was it mentioned that you could get that when you cancel ?


Sky have a policy of only one offer at a time and taking up a new offer usually cancels any earlier offer. eg taking free Boxed Sets for 3 months would cancel a 50% off deal.

vini_1983

Hi - I didn't ask for 75% offer. The agent looked at my account, did his own calculations and told me this is what he is offering. It may be a end of the month target thing or whatever - i asked him again are you sure and my final price. He said yes, asked me to go through the T&Cs and accept. Then said my offer has been successfully applied.

MataNui

Noticed a lot of these chat support things dont send an email any more (even the ones that say they will). A suspicious person might think its because they dont want you to have evidence of the conversation.

Did an EE phone upgrade chat the other night. It said it would send the transcript (the sales person even said it would send a transcript) but it didnt. Good job i am a suspicious person and record all conversations by default and copy/paste all chats to text files.

vini_1983

Just to update everyone - got a successful resolution post my complaint. They did the investigation and provided me with the offer agreed on chat. Happy days