Warning - SKY £75 Pay Once Watch Forever problems

Former_MSE_Andrea

Hi everyone

The thread was moved in early April in the hope more people would see it and benefit from it but it seems to have had less views since then so we're popping it back to the Shop But Don't Drop board.

Andrea

harz99

MSE_Andrea wrote: »

Hi everyone

The thread was moved in early April in the hope more people would see it and benefit from it but it seems to have had less views since then so we're popping it back to the Shop But Don't Drop board.

Andrea

On behalf of all of us "unfortunates", thanks very much Andrea!:T

giveitawhirl

Hi just to let you know that after taking this out last July and having all the oops letters and then threatening letters I finally received a compensation cheque for £20 on Wednesday. I didn't set up a direct debit so no money was actually taken. After many letters, e-mails and phone calls - to all of you still battling with this - be persistant and good luck!! I found that emailing them got the quickest (if you can call it that) response.:beer:

mcwarre

I cancelled easily but kept getting letters about canceling in the 12 month period. I rang up customer services and asked them to put on the account that they were to cease & desist in contacting me in such a manner and that any further such correspondence would be deemed by me to be demanding money with menaces. The rep wasn't happy when I got him to read it back (he didn't write it) - a supervisor typed it out as I said. Haven't heard from them in 2 months since then

harz99

giveitawhirl wrote: »

Hi just to let you know that after taking this out last July and having all the oops letters and then threatening letters I finally received a compensation cheque for £20 on Wednesday. I didn't set up a direct debit so no money was actually taken. After many letters, e-mails and phone calls - to all of you still battling with this - be persistant and good luck!! I found that emailing them got the quickest (if you can call it that) response.:beer:

We actually got £50, which was half the £100 we initially asked for, but well done to you!

bloodnok

Well after posting a number of messages on this problem with Sky, I had heard nothing for a couple of months after assurances that all was hunky dory and we owed nothing.
I get home today to find that we've had a letter from a debt collection agency demanding payment of £96.52 !!!!!!!!!
Unbelievable.
I've sent another e-mail to Sky and am awaiting a reply !
Any comments ?

harz99

bloodnok wrote: »

Well after posting a number of messages on this problem with Sky, I had heard nothing for a couple of months after assurances that all was hunky dory and we owed nothing.
I get home today to find that we've had a letter from a debt collection agency demanding payment of £96.52 !!!!!!!!!
Unbelievable.
I've sent another e-mail to Sky and am awaiting a reply !
Any comments ?

Unbelievable!

Can only say keep plugging away at them - see post above from NonGeographicalman.

I reckon this will have to end up in one of us taking Sky to court before it stops completely - they surely have had enough warnings.

villanova

Guys,

Thanks so much for your helpful advice. I was very interested to see no-one has quite the same experience as me - I suspected their alleged 'mess up' was actually company policy, but it appears it may have been an isolated mistake:

I bought the Dixons package in Nov 2007, and all worked fine. However, I called them in Nov to change the 'mix' I had (allowed x1 per month according to my T&C, which I quoted to her at the time), and it was here that my problems started - after that point I began to receive bills, and when I called customer services they said I was on a normal Sky deal, & could I fax details of the Dixons purchase so they could change it?

I did this, but still had bills, so another call elicited the reply that when my package was changed I had been moved to the standard tariff! After some complaining & being bumped up to the manager, he said he couldn't move me back; the only option was to credit my account until May, when my deal runs out.

This has (amazingly) happened so far! However, I called up today to cancel the paying channels, and the first rep told me I couldn't as I was on a standard package. Her colleague, however, has (allegedly) managed to cancel my subscription.

If the confirmatory letter doesn't arrive, I know what to do!!! Thanks everso much guys - I know each of you have struggled, but the power of all of us helping each other may force Sky to tackle this, or at least help other disgruntled customers deal with them more effectively!

XX

Malaguti

I ordered freesat from the www.freesatfromsky.co.uk website last saturday.

As soon as I had given the girl my payment details (£150, didn't go for the special deal offered of £75) she told me that
their allocations system was down and someone would have to call me back.

When I still hadn't heard anything from them by Monday afternoon I called again saying it was a bit strange that a system
would be down for days on end and would like a date now.

Was referred to a seperate customer service no (08442 411602) where I have now spent a total of 3.5 hours over two days
being told various stories.

The latest one today is that the website is run by an outsourced company not sky directly so the only option I have is to wait
for them to call me with an installation date.

Have told the woman I spoke to today that this is totally unacceptable - after all they have £150 of my money and I have no goods/date.

Apparently yet another manager will have to call me back (none of them have yet!) to sort this out.

To cut my long story short - has anyone else gone through the website and been given the runaround over installation?

Many thanks in advance

R Wullner

NonGeographicalMan

Further to my previous posts in this thread I have now just received the following email in response to my email to Sky's CEO, Jeremy Darroch, AllCustomerCareEscalation and other Sky Directors.

So it would appear that Sky can be nailed down to honour their promise to Pay Once and Watch Forever by taking suitable pre-emptive action before the end of the free Mixes period.;):eek::T

Of course if Sky do not honour their firm commitments in writing then I will make sure that I let all of you who are subscribed to this thread know about it straight away. Unfortunately it is all too typical of Sky's devious methods that they have absolutely refused to comment on why they have lied to, cheated, threatened and misled so many other Sky Pay Once Watch Forever customers who foolishly thought that Sky could easily be persuaded to stick to the deal that they originally promised.:mad:
By the way please note the new email address used of [EMAIL="CRsupport@bskyb.com"]CRsupport@bskyb.com[/EMAIL]. However I can't immediately decide if this is a higher or a lower level of escalation than [EMAIL="AllCustomerCare@bskyb.com"]AllCustomerCareEscalation@bskyb.com[/EMAIL] So perhaps best to play on the safe side and use both email addresses in any communications any of you need to send to Sky to satisfactorily resolve this issue. Also make sure to include [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL] as the To email address along with the two customer care addresses in the cc address field.

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Original Message

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Subject: Sky Enq Ref - JAC/36227
Date: Mon, 21 Apr 2008 14:23:38 +0100
From: CR Support <CRsupport@bskyb.com>
Sky Enq Ref - JAC/3622

Dear____________

Thank you for your email addressed to Jeremy Darroch, which has been passed to me to investigate and respond on his behalf.

I note your comments regarding the Pay Once Watch Forever offer and take this opportunity to confirm the following.
The date that the offer ends on your mother's account is 7 May 2008. I can advise that I have arranged for the cancellation to be actioned without her having to contact us, to save any inconvenience. There will no billings applied or letters sent as the balance will be clear and the account cancelled.

I am unable to comment on any other account that may be set up on the same offer.

Thank you for taking the time to email us.

Kind regards
Jacqueline McCue
Customer Liaison Consultant