Warning - SKY £75 Pay Once Watch Forever problems

NonGeographicalMan

carl_d wrote: »

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

Do send the email to [EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL] with cc to [EMAIL="andrew.griffith@bskyb.com"]andrew.griffith@bskyb.com[/EMAIL] and [EMAIL="CRSupport@bskyb.com"]CRSupport@bskyb.com[/EMAIL] then let us know how you get on.

Quite often it seems to take two emails if you aren't insistent enough in the first email by for instance including the text of the full original Pay Once Watch Forever terms and conditions (listed a few posts back up the thread at http://forums.moneysavingexpert.com/showpost.html?p=29242573&postcount=296) showing the contractual commitment to replace the card of free charge for the first five years (it helps to underline this part in bold).

A reference to Sky being in breach of its terms and conditions and you not wanting to have to action in the County Court to remedy that breach usually also seems to focus their attention on it being cheaper to actually to stick to the terms of the original contract instead of trying to rob you of £20 to which they are not entitled.:eek::mad:

PNEfan

To NonGeographicalMan: Can't see any mention of actually receiving a card on any of these pages. Anyway thanks for your advice - it did help.

Quote:
Originally Posted by PNEfan
Has anyone had any joy in getting a replacement card?

Yes. As detailed on pages 12 ,13 and 14 of this thread. My mother is one of them.

Hooray! Received replacement card yesterday.

This was after getting a couple of phone calls and emails in response to my email to Jeremy Darroch with cc to various staff at BSkyB plus BBC Watchdog. (I also filled in a web contact form, as I received a message back that they would not respond to emails. Difficult to know which recipients acted, and which ignored my contact.) First email said I was correct and entitled to a replacement card, the other said I needed to buy one. Ditto with phone calls.

I copied all my previous emails and Sky's incorrect responses (dating back to June). These quoted the Terms and Conditions, but this time I attached a screen grab of these and mentioned this MSE thread.

Anyway persistence pays. Good luck to anyone else.

NonGeographicalMan

PNEfan wrote: »

To NonGeographicalMan: Can't see any mention of actually receiving a card on any of these pages.

It seems that looking back and reading the posts on even pages 14 and 15 of the thread was probably too much like hard for you then.;):p

Unless you don't read English the way that I do.:think:

See for instance the following posts:-

http://forums.moneysavingexpert.com/showpost.html?p=27591279&postcount=261

http://forums.moneysavingexpert.com/showpost.html?p=27639029&postcount=262

http://forums.moneysavingexpert.com/showpost.html?p=27715971&postcount=269

http://forums.moneysavingexpert.com/showpost.html?p=27846427&postcount=272

http://forums.moneysavingexpert.com/showpost.html?p=27906241&postcount=274

http://forums.moneysavingexpert.com/showpost.html?p=29386953&postcount=305

Hooray! Received replacement card yesterday

So another success story to add to the above previous list of successes + also Amythest, who after much persistence also got her replacement Sky viewing card but for some strange reason only told me of her success by forum PM.

Crabman

An envelope dropped through the door this morning. Inside, a replacement viewing card

I guess Sky are only honouring obligations when customers make a fuss and go to the top. Clearly they didn't care about the existence of this thread and the many disappointed customers, otherwise they'd have come on the forum in a customer service capacity to try and resolve matters.

Thanks very much to NGM :beer:

NonGeographicalMan

Crabman wrote: »

An envelope dropped through the door this morning. Inside, a replacement viewing card

Proving that with Sky if at first you don't succeed then try, try, try again........................;)

Crabman wrote: »

I guess Sky are only honouring obligations when customers make a fuss and go to the top.

That certainly now appears to be the case.:eek::mad:

I think its really a high time that a national newspaper journalist took an interest in this matter, especially as Sky is also the government's preferred satellite tv installation partner in digital switchover areas where there is no Freeview coverage because Sky offered to do it for virtually nothing knowing they could hoodwink many of these customers in to also becoming paying Sky subscribers, usually by the con of offering an initial free subscription period for various channel packs as long as the customer hands over a credit card number or bank account direct debit details.

And we all know to our cost how near impossible Sky usually makes it to unsubscribe from their service._pale_:silenced:

Amythest

Just to say that I got my free Sky viewing card thanks to nongeographicalman's advice. I sent a message to him thinking it would be printed publicly as well. I'm new to these forums so sorry for not doing it right.
The message on my screen that nearly drove me crazy is now a distant memory!!

I can't emphasize enough that it was only with the emails that I finally had any success.
Don't waste your money phoning Sky.....I wasted 2 hours in total. Good luck.

The_One_2

After following, NGM's superb advice i received my replacement card back in November.

However, this week, i received an "Early Termination Fee" letter saying that i had cancelled the 4 packs within the 12 month contract ...what rubbish !!!! a charge of £143.56p !!!

Just got off the phone, after being passed around and asking to speak to a manager, who said he will sort it out.

So be aware people

Once again, many many thanks to NGM

NonGeographicalMan

The_One wrote: »

However, this week, i received an "Early Termination Fee" letter saying that i had cancelled the 4 packs within the 12 month contract ...what rubbish !!!! a charge of £143.56p !!!

Just got off the phone, after being passed around and asking to speak to a manager, who said he will sort it out.

The One,

History shows that the promises of Sky's call centre staff to stop sending these threatening letters are totally unreliable and usually not honoured.

As ever the only way to get a satisfactory resolution is to email jeremy.darroch@bskyb.com with a CC copy to andrew.griffith@bskyb.com and CRSupport@bskyb.com stressing that Sky is in clear violation of its own Terms & Conditions for the Pay Once Watch Forever product and that you will regard continued receipt of these threatening letters as amounting to harrassment for which you will levy a charge of say £50 per letter for your own stress and inconvenience if you are forced to counter sue Sky by issuing proceedings for breach of contract in the small claims section of the County Court.

spike7451

Crabman wrote: »

An envelope dropped through the door this morning. Inside, a replacement viewing card

I guess Sky are only honouring obligations when customers make a fuss and go to the top. Clearly they didn't care about the existence of this thread and the many disappointed customers, otherwise they'd have come on the forum in a customer service capacity to try and resolve matters.

Thanks very much to NGM :beer:

I recieved a e-mail back from Sky telling me I was'nt entitled to a free viewing card & would need to buy 2 new ones.So I thought I'd wait until the channels went off & then sort it.
Good job I did as getting home from work the other week the was a new card sitting on my doormat!

NonGeographicalMan

spike7451 wrote: »

Good job I did as getting home from work the other week the was a new card sitting on my doormat!

Did you only one get one replacement card though? And soes that mean you are still waiting for the second replacement card?