Warning - SKY £75 Pay Once Watch Forever problems

littleredhen

harz99 wrote: »

Around 5 hours after sending an email to the following address we were contacted by phone; the agent has since sent us an email confirming that the previously demanded charges have been cleared from the account they have in our name!!!!!!!!!

Her message went on to say sorry, and confirm a small amount of compensation (which we had agreed on the phone) would be sent by cheque as agreed!!!!!!!!!

A fuller explanation will be posted once a cheque has been received; in the meantime use the following email:-

[EMAIL="AllCustomerCareEscalation@BSkyB.com"]AllCustomerCareEscalation@BSkyB.com[/EMAIL]

and copy to:_

[EMAIL="rupert.murdoch@BSkyB.com"]rupert.murdoch@BSkyB.com[/EMAIL]

You should note that the capitalisation in the address is correct.

Please also post the results on this thread, so that other can get the result they deserve, and good luck.


:j :j :j :j :j

rupert murdoch address does not work - comes up as failed - other one seems to have gone ok

cornerstone13

maybe he wants a bit of peace and quiet from all those disgruntled customers emailing him

littleredhen

cornerstone13 wrote: »

maybe he wants a bit of peace and quiet from all those disgruntled customers emailing him

:rotfl: :rotfl:

harz99

Just a thought for those of you that have used the above emails, it may be that this top tier of Customer Care only works Mon-Fri, so don't despair if you don't get a response until Monday pm.

Bob63

I have been reading this thread with some amusement as I too bought the package but quickly realised that we liked having Sky at home and fully intended to keep subscribing at the end of the 6 month "free" period. So duly, in January, I got in touch with Sky and upgraded my package to include 5 of the 6 channel mixes and sat back for a couple of months to enjoy Sky TV. Until yesterday that is....

Yesterday all our paid-for channels disappeared. I called Sky. "Oh, your account has been terminated as you have reached the end of your trial period". "But that was 2 months ago and you have collected £20 direct debits in Jan and Feb" I said. The upshot is that after 30 minutes of heated discussion with their call centre script-monkeys my TV was reinstated and I got a whole day's rental plus the cost of a 30 minute call refunded to my account.

I still enjoy the package but now understand much more the frustrations that some of the people in this thread have regarding their dealings with the company.

wizard5353

I used to work for BSkyb and this sounds about normal for them. The same problems happened with the FreeSat offer when it was first launched.

The reasons behind it are quite simple; BSkyb was forced in to making a freeview service due to the then predicted digital switchover (and other factors). But as Sky would lose massive profits on this offer they refused to advertise it or support it with the normal customer service staff. Meaning you had to call a dedicated non advertised contact number for this hidden department and if you called anyone else they would say they have never heard of it and would not know the number (How do you call a uncontactable department about a hidden offer nobody knows about?). There was major problems with the viewing cards also as you had to have a FreeSat card. Many problems came from other Sky departments not being told about this new department within their company and sent out standard Sky cards for contract customers. Some even said not to install a card at all which leads to several of the channels no longer being viewable and as customers never had a contract, support for technical problems was refused in many cases and call back letters about the box not being installed were also sent out.

No there is nothing new here, it sounds just like the old FreeSat problems. It's all down to lack of communications between internal departments, as they don't want to advertise an offer which does not make them any profit. At a guess as to why everyone keeps getting letters stating they are in breach of their 12 month contract this will be due to the fact that the customers on this offer have been setup as a standard Sky contract customer in the hope they will remain with Sky and because setting it up this way is cheaper than adding a new contract type to there systems to handle on going "drop-out" contracts. In other words it's a systems issue and if some spin doctor from Sky were to go on Watchdog this week they would blame it on "technical problems with our new computer package..." and "...A break down in communications between our dedicated customer service departments…." and "We are working hard to resolve these issues and we are confident this will be rectified shortly"

My advise is don't send any bank details to Sky, if you do then inform your bank that Bskyb may have setup a DD and you wish to cancel that DD (I'm assuming they asked for bank details for a DD and not your card details?). Forward a copy of the DD cancellation letter to Sky along with a letter stating you no longer wish to retain the service after the free 4/6 months. Send this as signed for or email for added protection and ALWAYS keep a copy of everything in a nice neat folder. Don't wait for the phone call from Sky asking if you wish to continue viewing Sky (unless you want to of course) Sit back and wait. If Sky send any letters demanding money after this then take a copy for your folder and return the letter to sender. If you are contacted by a debt recovery team then forward a copy of your folder to them and that should be the end of it.

I would also recommend everyone who has been hit with problems by this offer send a complaint to the OFT and Watchdog as they will only take note and act upon problems when they receive large volumes of complaints about the same issue. Make sure you title your complaint about the offer in question and not about how poor customer service is or phone queue times (even if this is one of your main gripes).

Sorry long read but maybe it will help someone here. More information is always good to have.

harz99

wizard5353 wrote: »

My advise is don't send any bank details to Sky, if you do then inform your bank that Bskyb may have setup a DD and you wish to cancel that DD (I'm assuming they asked for bank details for a DD and not your card details?). Forward a copy of the DD cancellation letter to Sky along with a letter stating you no longer wish to retain the service after the free 4/6 months. Send this as signed for or email for added protection and ALWAYS keep a copy of everything in a nice neat folder. Don't wait for the phone call from Sky asking if you wish to continue viewing Sky (unless you want to of course) Sit back and wait. If Sky send any letters demanding money after this then take a copy for your folder and return the letter to sender. If you are contacted by a debt recovery team then forward a copy of your folder to them and that should be the end of it.

I would also recommend everyone who has been hit with problems by this offer send a complaint to the OFT and Watchdog as they will only take note and act upon problems when they receive large volumes of complaints about the same issue. Make sure you title your complaint about the offer in question and not about how poor customer service is or phone queue times (even if this is one of your main gripes).

Sorry long read but maybe it will help someone here. More information is always good to have.

Many thanks for the advise, but I must say that Sky have never had our bank details and despite writing to them, phoning them etc. we ended up with threatening letters, and the only resolution has been through the email address I posted earlier, However your advise to keep copies of everything is most important, should the need for legal action arise.

littleredhen

had no reply to my email sent Saturday and its now Tuesday
posted two complaints letters over a week ago and had no reply from them either:mad:
it just makes me mad and now i just need to summon up the energy to contact OFT and Watchdog:rolleyes:

littleredhen

by the way i refused to give my bank details at the beginning of this farce and even though they kept saying "but you have to" i didn't give in and so they can't take my money - they have switched off my free extra channels but i am now waiting for them to switch the whole thing off - that really would make me mad:mad:

harz99

littleredhen wrote: »

had no reply to my email sent Saturday and its now Tuesday
posted two complaints letters over a week ago and had no reply from them either:mad:
it just makes me mad and now i just need to summon up the energy to contact OFT and Watchdog:rolleyes:

Try again-send a brief email covering note and your letter as a wp attachment. You might also try making noises about legal action etc.