Sky being difficult

propertyhunter

Hello, 
Don't suppose anyone has had an offer agreed over the phone with Sky, and they don't honor it when you call back a 3 days later to confirm?
They are saying that the offer was only available at that moment in time, but this wasn't made clear before we hung up. Now they are not willing to honor their word. We are really disappointed by their customer service and wish to leave them as a result, but my father really wants to stick with Sky because he's used to them. However, after 10 years with them, they clearly have complete disregard for his (misplaced) loyalty.
Apparently a manager will call us back by tomorrow - let's see if this happens.
Has anyone else had a similar experience, and how did it get resolved?
Thanks

[Deleted User]

Sometimes it's resolved in the customer's favour, sometimes not.

You'll need to wait for the call.

HaroldWren5

propertyhunter said:

Hello, 
Don't suppose anyone has had an offer agreed over the phone with Sky, and they don't honor it when you call back a 3 days later to confirm?
They are saying that the offer was only available at that moment in time, but this wasn't made clear before we hung up. Now they are not willing to honor their word. We are really disappointed by their customer service and wish to leave them as a result, but my father really wants to stick with Sky because he's used to them. However, after 10 years with them, they clearly have complete disregard for his (misplaced) loyalty.
Apparently a manager will call us back by tomorrow - let's see if this happens.
Has anyone else had a similar experience, and how did it get resolved?
Thanks

Is it for TV and broadband? Or just one service?

If you wished to leave them, you could still get a lot of their services via the Internet (NOW TV). 

propertyhunter

It's TV and broadband. NOW TV is a good point - I suppose Sky is easier because my parents are elderly and I think change is hard for them. They aren't very technologically savvy either. I'll explore the options. 

HaroldWren5

propertyhunter said:

It's TV and broadband. NOW TV is a good point - I suppose Sky is easier because my parents are elderly and I think change is hard for them. They aren't very technologically savvy either. I'll explore the options. 

Understood. You could change Broadband to another provider and still go for Sky TV (which comes via satellite). I totally agree with you about loyal customers should be treated properly. Now TV would give you the option to leave Sky until they come back to you with a better offer as well. Also depends on which channels are watched. If they're mainly watching "Free" channels, then those can be watched via Freeview or Freesat as well without the need for Sky. Any "Sports" can be subscribed to as and when on 30 day rolling contracts with either NowTV (Sky), or the BT Sports Pass or else Discovery+ and Amazon Prime (Tennis) as well. 

[Deleted User]

Yes, this happened to me. 
They made me an offer but I said I'll ring back the next day as I was at work and didn't have time to go through the deal in my head to understand if I was getting a good deal or not.
I rung the next day and was told by another member of staff the offer shouldn't of been offered to me and they tried to get me into another deal which was dearer.
I've since given them 31 days notice )without penalties to myself) and ended my contract 
I'm going elsewhere 

propertyhunter

We have not been able to get anywhere with Sky. We were told a manager would call back within 72 hours, but no one did. They don't care about their long-term customers and we've learnt our loyalty was misplaced. 

HaroldWren5

propertyhunter said:

We have not been able to get anywhere with Sky. We were told a manager would call back within 72 hours, but no one did. They don't care about their long-term customers and we've learnt our loyalty was misplaced. 

Sometimes the best course of action is to vote with your feet.

Neil_Jones

propertyhunter said:

We have not been able to get anywhere with Sky. We were told a manager would call back within 72 hours, but no one did. They don't care about their long-term customers and we've learnt our loyalty was misplaced. 

So cancel it then and get your TV from somewhere else.

propertyhunter

I know, wish it was that easy. I'm doing this on behalf of elderly parents, and they want to stick with Sky, and I don't want to rock the boat. 

Neil_Jones

propertyhunter said:

I know, wish it was that easy. I'm doing this on behalf of elderly parents, and they want to stick with Sky, and I don't want to rock the boat. 

Well if that's the case then its up to them realistically.

Best thing you can do is try and get a discount but you'll probably have to do the legwork in phone call chasing to get the ball rolling.