Warning - SKY £75 Pay Once Watch Forever problems

harz99

PNEfan wrote: »

Has anyone had any joy in getting a replacement card?

I've just sent an email off to ask again - to Jeremy et al. The web link to the POWF Terms and Conditions is no longer live, but luckily I had taken a screen grab of it. Happy to email to anyone who may need it - send me a PM.

Yes; both my new cards for our two POWF systems were sent automatically.

NonGeographicalMan

harz99 wrote: »

Yes; both my new cards for our two POWF systems were sent automatically.

Which version of Pay Once Watch Forever (2 Mixes for 6 months or 4 Mixes for 4 months) did you buy and in which month in which year did you get it installed?

It may be that latterly Sky had set up proper procedures for recording Pay Once Watch Forever customers in their database compared to ordinary Sky subscribers or ex Sky subscribers.

harz99

NonGeographicalMan wrote: »

Which version of Pay Once Watch Forever (2 Mixes for 6 months or 4 Mixes for 4 months) did you buy and in which month in which year did you get it installed?

It may be that latterly Sky had set up proper procedures for recording Pay Once Watch Forever customers in their database compared to ordinary Sky subscribers or ex Sky subscribers.

March 06 and July 07, both 6 month 2 mixes. Of course it may be that our address is linked to the escalated complaint we made in 2008 which resulted in compensation (albeit only £50) being paid to my wife for all the hassle we had after the 6 month period ended!

Crabman

Oh dear, sent an email to the addresses listed and they've now changed their minds to say a free card won't be issued and that it'll cost £25.

Sky must be in financial difficulty if they are breaking promises to customers.

NonGeographicalMan

Crabman wrote: »

Oh dear, sent an email to the addresses listed and they've now changed their minds to say a free card won't be issued and that it'll cost £25.

Well that's quite ridiculous as their own official charge is £20 for a replacement card for customers who don't get one for free. I can only suggest you were too polite in your email and didn't make it absolutely blindingly clear that Sky were in breach of contract law here.

Write again to [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL] and with cc to [EMAIL="andrew.griffith@bskyb.com"]andrew.griffith@bskyb.com[/EMAIL] (since being No 2 honcho Mr Griffith might actually read his own email since most high level complaints from angry customers won't get sent to him) with a link specifically to this thread and muttering the words Trading Standards and breach of their own terms and conditions for the product.

Failing that you could always use the cheaper Nollywood Tv replacement Sky viewing card route listed by will-in-estoril at http://forums.moneysavingexpert.com/showthread.html?t=2135509&page=2

Here are the Terms and Conditions for Sky Pay Once Watch Forever in case you want to include them in your next email.

Sky Prepay - Pay Once Watch Forever

Included in the Box: Unique reference number, phone number and instructions to call Sky to arrange your installation. No need to upgrade your aerial Total Package Includes: Sky box, minidish and remote control, 4 months access to Sky TV, standard Sky professional installation and set-up No Monthly Fee for the First 4 Months: No annual contract or subscription if you choose to cancel at the end of 4 months. At the end of the first 4 months, you will continue to pay the current price for the four Entertainment Mixes unless you call Sky to opt out before the end of the 4 months Variety Mix: Catch the best US and home-grown dramas, old classics and top comedies on channels including E4, Sky One and UKTV Drama Knowledge Mix: Whether it's the planet, people or history, this mix has it all, with great channels such as Discovery, National Geographic and Animal Planet News Mix Latest News: Sports and weather reports with 24 hour coverage from leading news channels, including Sky News, British Eurosport and Fox News Style & Culture Mix: From food to fashion, travel and the arts, there are channels for every lifestyle including Sky Arts, UKTV Style and Discovery Real Time Standard Installation Included: Non-standard installation costs extra. You must get any consents required (e.g. landlord's) Offer Only Available to New Sky Digital Customers: Not available for customers who have not previously entered into an Interactive Discount Contract or a Sky TV Month by Month equipment offer or whose household has benefited from either Please Note: Offer limited to 1 per household BBC Channels: BBC channels are available as part of your licence fee. The free channels are those available on the digital satellite platform from time to time, many of which are provided by third party broadcasters. Sky cannot guarantee the availability or content of such channels Free Standard Sky Box: You can receive a free standard Sky box without subscribing to Sky digital or taking up this pack. Sky selects your equipment. Free Sky box must be connected to a telephone line for 12 months. Warranty is against faults arising in first 12 months and does not affect your statutory rights. Charges may apply after end of warranty period. If we re-issue viewing cards within 5 years, replacements supplied free of charge, otherwise charges may apply Sky News: Sky News is available without a subscription. Prices/channels/programmes subject to change. You must be18 or over. Information only applies to customers in the UK, Channel Islands and Isle of Man. Calls to Sky cost up to 8 pence per minute plus a 6p connection fee for BT customers. Payment: Customers require credit card or Direct Debit details to use this package. Customers must have these to hand when they call Sky, which allows you to order Pay Per View movies and events and continue to watch Sky TV at the end of your 4 months Subscription: After the first 4 months you will continue to receive Sky TV and will be charged a monthly subscription charge. You will not be bound by a 12 month minimum term, and you can cancel your subscription on 30 days' notice (and keep your equipment). If you only want to receive the free digital channels then you should contact Sky before the end of the four months

J3man

I'm also having problems obtaining a new vc as Sky have not listed my account as POWF. According to them I had 50% dixons staff discount????? I thought I had sorted this error as I was charged and subsequently reimbursted for the first four months after I got the system. However with needing a new card I discover my details have not been changed. I have emailed all the people NGM suggests and have two sets of replies, one saying yes I get one and the other no I have to pay as I'm not POWF customer.

As I bought the system over two years ago I don't think I have the original box and reciept, but I know I have not signed any contracts with Sky.

I also noted in one reply that " I could not be a POWF customer as my phone line was plugged in" don't these people know that its in the terms and conditions that the phone is connected for 12 months!!!!!!

Still awaiting new card and will send out another braodside to SKy if nothing in todays post.

ANyone else had similar problem of been registered as the wrong customer category?

Jon

NonGeographicalMan

J3man wrote: »

ANyone else had similar problem of been registered as the wrong customer category?

Yes almost everyone who is a Sky Pay Once Watch Forever customer but did not get their promised replacement viewing card and has posted about it in this thread did not get one for precisely the same reason as you have not got one.

Namely that Sky customer service staff never had any proper training in the Pay Once Watch Forever product and/or Sky's customer service database systems were never modified to cope with the product properly and when some POWF customers successfully bludgeoned Sky's CS staff in to them being allowed to cancel at four or six months without starting to subscribe the customer service staff just marked them down as being ordinary subscribing Sky customers who had cancelled. This is why despite Sky's big corporate lie that all Pay Once Watch Forever customers will be receiving their new viewing cards automatically it is not happening in practice in most cases.

Quote the terms and conditions for Sky POWF listed above and them being in breach of them and say you are intending to start an action against them in the County Court for recovery of your money if you are forced to buy a new viewing card instead of being sent one free of charge. This usually seems to get escalated to a higher level and causes the viewing card Sky is contractually obliged to provide Free of Charge to actually be sent out to the Sky Pay Once Watch Forever customer.:T

rodman

I lost my channels again, after they sent me new card about 3 month ago. Do I need now new card again? and i have o pay for it!!

NonGeographicalMan

rodman wrote: »

I lost my channels again, after they sent me new card about 3 month ago. Do I need now new card again? and i have o pay for it!!

What channels have you lost and have you tried unplugging the box at the mains plug and leaving it off for five minutes before plugging it back in.

If you have a new card then it should give you all the FTV channels and correctly regionalise BBC1 and ITV1. If that's not happening then call Sky to discuss the problem.

carl_d_2

I feel a little late to this dubious little party!!!!
i stupidly became a freesatfromsky POWF customer in December 2008 so my mother in law could receive FTA telly as its a freeview blackspot
i had MANY issues with customer services but did get through the whole processes without monies being lost as I refused to provide a DD without a compelling reason > thanks to this forum!!!!

Anyway a problem finally arrived in the shape of an unsent viewing card as people are now seeing...

"you're on a different system so it didn't get sent automatically"
"that system wont let me send one but I will speak to my manager and get it sorted"
"Yes it should now be with you in 5-7d"
"no it didnt get sent.i will speak to my manager... laaa laaa laaaaa"

Note: when i asked for the c/s reps name and her managers name so i could check back later in the day she took the hump and said "thank you for telling me i cant do my job...." - actually it was my pleasure

anyway.... thats where i am today. I have a draft email ready as per previoys posts and I will let you know what happens.