Should I follow up my complaint with Sky?

neo1607

Sorry this is a bit of a long one.

I placed a cancellation with Sky on 17th August, agreed twice to it on the phone and also received an email confirming the cancellation. I got in touch with Sky on Tues originally to enquire if there was any deals before my cancellation fully processed. The agent advised me that there was no record of the cancellation and that it hasn't been actioned and my account was due to revert to full out of contract pricing

He went away and found the original conversation and agreed it hadn't been processed and promised a goodwill gesture. I had a prior commitment so had to end the call although he left notes. I phoned back an hour or so later and spoke to a different advisor, she seen the notes. Agreed a good deal of £61 for TV + Broadband. Also a £60 credit to cover both a goodwill gesture and admin fees plus a free additional Sky Q mini box. I agreed to this deal and was read all the terms and conditions

Later that night I phoned back just to query an issue with the broadband, the advisor said there was no such record of the deal I had signed up for and he would do me a fresh deal at a "better price". He originally came back with £71.99 which I declined. So he came back with £62. I told him I had already agreed to the earlier deal of £61 which he said didn't exist so I told him I would leave it as I wanted the original deal I had been offered

I went home and lodged a complaint with Sky about both the original cancellation not being processed and then agreeing to a deal which wasn't processed as well and could no longer be matched. Wed night I spoke to someone from complaints team in regard to the complaint who said to resolve the complaint she would offer me £64 and a £18 bill credit along with 2 sky store vouchers. I told her this wasn't acceptable and the chat ended up getting disconnected due to a signal issue

This morning I was phoned by the complaints team who said he would listen back to the original call from Tues (the one that the other 2 advisors said didn't exist) and he would call me back. He called back but I missed the call, he advised he listened to the call and applied notes to my account and said I had to phone back to speak to value team to have it applied.

I phoned the value team as advised, the advisor read through all the notes and attempted to match the offer but he couldn't get it down to that price so he passed me to his colleague. This next advisor spent around 20mins getting it back down to the original £61 and asked if I was happy with that, I said yes I was happy with that. But I also wanted the £60 of credit I was also promised as well as the free mini box. He grudged it and told me he was only willing to do £50 but would go to £60 to keep me happy but that is all he would do

I received an email after the phone call that my original complaint has been closed although I feel it has not been resolved. The final advisor didn't really solve the complaint all he did was get me back to the original deal that I had already agreed to on the Tues

Should I bother following this complaint up as I was expecting some kind of gesture from Sky for the poor customer service however they have closed it automatically since they have just went and matched a deal that I was originally promised, and they only matched it because I had to fight for it?

Neil_Jones

Um, assuming this is phone line and broadband, why are you phoning Sky to cancel it?

If you've found a better deal somewhere else, just sign up and they'll do all the work, you didn't need to speak to Sky.  You might have got a better deal at that point.

neo1607

Neil_Jones said:

Um, assuming this is phone line and broadband, why are you phoning Sky to cancel it?

If you've found a better deal somewhere else, just sign up and they'll do all the work, you didn't need to speak to Sky.  You might have got a better deal at that point.

Originally It was TV only, I phoned up to cancel as my old deal was expiring and they couldn't give me a reasonable offer to stay. When I phoned back up the other day they had an appealing offer and even managed to offer me broadband + phone at a good price as well so I agreed to take them up on that offer