Sky Phone Special Offer Woes
Discussion
Long story short (as poss).
On 2/6 I order from Sky a new Samsung phone for next day delivery. It comes with a free Samsung Watch 8 (worth £359 according to their own website blurb). Order is done, I get a link by text to claim my free watch when phone arrives, as I need the phone IMIE number to make the claim.
Phone doesn't arrive next day, tracking website says unspecified delay at hub in Leicestershire. Next day, 4th, tracking is saying location unknown. I call Sky, they confirm phone had disappeared. No worries they say, we'll cancel that order and do a new order now, and we'll put it on priority so definite delivery next day, the 5th. Bit of a faff, but i do all that over the phone with them, they text me the link again for my free watch. Phone No2 arrives next day. All good. No idea if they ever recovered phone 1, and don't really care.
Put in my claim for my watch, rejected. No idea why. Get on to Sky, they say I must've done it wrong, I do it again whilst on the phone to them, claim rejected. They say they will have to investigate. Calls back promised but never received.
About 3 weeks later I speak to an advisor and he finds the issue; the free watch offer finished on the 3rd, so because my order for phone 2 was on the 4th, it's getting rejected. No worried he says, obviously you are entitled to a watch as order 1 was on the 2nd and we failed to deliver that phone. He says he'll go away and sort it, watch will be with me in 3-5 days. That time passes nothing.
Follows many calls and failed promised call backs, a complaint is raised.
Anyway, today Sky have closed my complaint and said no free watch as phone ordered after the offer had closed. They've given me the option of raising a complaint with a body called CISAS if I don't agree with their decision, which I've done today, They promise to respond by early August.
I'm a Sky VIP customer, Diamond or whatever, and I just can't believe they've taken this stance. The lady I spoke to today seemed genuinely bemused by my sense of entitlement, that i should get a free watch when that offer had finished the day before. And that i should have ordered sooner. "I did order sooner, on the 2nd" I tell her. "yeah, but you cancelled that order". Ffs..."no I didn't, you cancelled that order, because you lost my phone and you couldn't fulfill the order!!!"
Are they right, am I being unreasonable? Surely not but maybe I'm too close to the situation.
On 2/6 I order from Sky a new Samsung phone for next day delivery. It comes with a free Samsung Watch 8 (worth £359 according to their own website blurb). Order is done, I get a link by text to claim my free watch when phone arrives, as I need the phone IMIE number to make the claim.
Phone doesn't arrive next day, tracking website says unspecified delay at hub in Leicestershire. Next day, 4th, tracking is saying location unknown. I call Sky, they confirm phone had disappeared. No worries they say, we'll cancel that order and do a new order now, and we'll put it on priority so definite delivery next day, the 5th. Bit of a faff, but i do all that over the phone with them, they text me the link again for my free watch. Phone No2 arrives next day. All good. No idea if they ever recovered phone 1, and don't really care.
Put in my claim for my watch, rejected. No idea why. Get on to Sky, they say I must've done it wrong, I do it again whilst on the phone to them, claim rejected. They say they will have to investigate. Calls back promised but never received.
About 3 weeks later I speak to an advisor and he finds the issue; the free watch offer finished on the 3rd, so because my order for phone 2 was on the 4th, it's getting rejected. No worried he says, obviously you are entitled to a watch as order 1 was on the 2nd and we failed to deliver that phone. He says he'll go away and sort it, watch will be with me in 3-5 days. That time passes nothing.
Follows many calls and failed promised call backs, a complaint is raised.
Anyway, today Sky have closed my complaint and said no free watch as phone ordered after the offer had closed. They've given me the option of raising a complaint with a body called CISAS if I don't agree with their decision, which I've done today, They promise to respond by early August.
I'm a Sky VIP customer, Diamond or whatever, and I just can't believe they've taken this stance. The lady I spoke to today seemed genuinely bemused by my sense of entitlement, that i should get a free watch when that offer had finished the day before. And that i should have ordered sooner. "I did order sooner, on the 2nd" I tell her. "yeah, but you cancelled that order". Ffs..."no I didn't, you cancelled that order, because you lost my phone and you couldn't fulfill the order!!!"
Are they right, am I being unreasonable? Surely not but maybe I'm too close to the situation.
I'd 100% be demanding the watch. You ordered in good faith, and within the T&C. They've been unfortunate and lost a phone, and their system has flagged it as a cancellation instead of a fault. If they decline to provide it, cancel everything and go elsewhere. Annoyingly, whinging on their social media pages is usually one way to get someone with a head on their shoulders to sort it out.
TwigtheWonderkid said:
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Are they right, am I being unreasonable? Surely not but maybe I'm too close to the situation.
If you think that Sky give a to55 about their diamond elite members who have parted with loads of subscriptions, then, yes, you are being somewhat unreasonable.Are they right, am I being unreasonable? Surely not but maybe I'm too close to the situation.
Disconnect from them and move to another supplier who may be givi giving free gifts. Your loyalty means nothing to them.
No you are not being unreasonable and Sky must provide you with a watch as per your original purchase. If they fail to do so then they are likely in breach of the CRA section 29 on delivery risk which brings into play section 11,19 and 23. Open an complaint and quote the relevant paragraphs.
Why did you live with it for weeks though until you spoke to that advisor?
Why did you live with it for weeks though until you spoke to that advisor?
kiethton said:
For me it'd be a honour the watch or have everything back type of deal.
Were you made aware in the phone when "cancelling and reordering" that the terms had changed, if not I'd be cancelling the whole thing.
Not only was I not made aware, they sent me a 2nd link to claim my free watch. Something they now say was just an admin error. Were you made aware in the phone when "cancelling and reordering" that the terms had changed, if not I'd be cancelling the whole thing.
TheDrownedApe said:
I'm guessing it wasn't a sky offer, rather a Samsung offer when bought at one of their retailers.
Sky can't give you a watch, only samsung. As far as samsung are concerned your order was late so no watch.
They are not contractually obliged and neither are sky.
Send it all back
Yes, it's a Samsung offer, but Sky made the offer. Sky must buy thousands of phones off Samsung. I don't believe a call from Sky to someone at Samsung saying "send this moaning old tSky can't give you a watch, only samsung. As far as samsung are concerned your order was late so no watch.
They are not contractually obliged and neither are sky.
Send it all back
t a watch, ffs, and get the old wker off our case" is beyond them. I can't send it all back, I'm out of the 31 day cooling off period.
craigjm said:
No you are not being unreasonable and Sky must provide you with a watch as per your original purchase. If they fail to do so then they are likely in breach of the CRA section 29 on delivery risk which brings into play section 11,19 and 23. Open an complaint and quote the relevant paragraphs.
Why did you live with it for weeks though until you spoke to that advisor?
I didn't. I've cut a very long story short. For weeks they've been promising to investigate, call back, sort it out, look into it further etc etc. Why did you live with it for weeks though until you spoke to that advisor?
Edited by TwigtheWonderkid on Monday 13th July 21:05
TwigtheWonderkid said:
For weeks they've been promising to investigate, call back, sort it out, look into it further etc etc.
Potentially to time you out of the right to return.Short answer is that if their CS has told you to Foxtrot Oscar, then unless there's some miracle within the credit card regs (s.75?), you've got three options:-
1) Lump it - they've f
ked you over, they now expect you to take it. So much for loyalty.2) Kick up a bigger fuss and threaten to cancel your other services. Having dealt with this organisation before I suspect I know what their stance will be.
3) Actually cancel your other services and see if they're bothered enough to try to get you back.
havoc said:
TwigtheWonderkid said:
For weeks they've been promising to investigate, call back, sort it out, look into it further etc etc.
Potentially to time you out of the right to return.Short answer is that if their CS has told you to Foxtrot Oscar, then unless there's some miracle within the credit card regs (s.75?), you've got three options:-
1) Lump it - they've f
ked you over, they now expect you to take it. So much for loyalty.2) Kick up a bigger fuss and threaten to cancel your other services. Having dealt with this organisation before I suspect I know what their stance will be.
3) Actually cancel your other services and see if they're bothered enough to try to get you back.
Gareth79 said:
havoc said:
TwigtheWonderkid said:
For weeks they've been promising to investigate, call back, sort it out, look into it further etc etc.
Potentially to time you out of the right to return.Short answer is that if their CS has told you to Foxtrot Oscar, then unless there's some miracle within the credit card regs (s.75?), you've got three options:-
1) Lump it - they've f
ked you over, they now expect you to take it. So much for loyalty.2) Kick up a bigger fuss and threaten to cancel your other services. Having dealt with this organisation before I suspect I know what their stance will be.
3) Actually cancel your other services and see if they're bothered enough to try to get you back.
The Moose said:
Gareth79 said:
havoc said:
TwigtheWonderkid said:
For weeks they've been promising to investigate, call back, sort it out, look into it further etc etc.
Potentially to time you out of the right to return.Short answer is that if their CS has told you to Foxtrot Oscar, then unless there's some miracle within the credit card regs (s.75?), you've got three options:-
1) Lump it - they've f
ked you over, they now expect you to take it. So much for loyalty.2) Kick up a bigger fuss and threaten to cancel your other services. Having dealt with this organisation before I suspect I know what their stance will be.
3) Actually cancel your other services and see if they're bothered enough to try to get you back.
I called today to put in another official complaint about not getting the call back I was promised yesterday. Thought I'd open a new complaint every time they failed to do as promised. Spoke to a lady who went thru the notes and was 100% on my side. Couldn't believe the stance of yesterday's call handler and cannot understand why there's any argument. She said she suspected the watch wouldn't be an option and asked what i'd accept in its place. I said £359 value of the watch, plus £100 compo, as a credit on my Sky account. She said she'd write up a report and submit it, and I'll get an answer by thursday and she'd also call me Thursday to see if I'd had a response. Let's see what that brings.
TwigtheWonderkid said:
Yes, that was always going to be my last option.
I called today to put in another official complaint about not getting the call back I was promised yesterday. Thought I'd open a new complaint every time they failed to do as promised. Spoke to a lady who went thru the notes and was 100% on my side. Couldn't believe the stance of yesterday's call handler and cannot understand why there's any argument. She said she suspected the watch wouldn't be an option and asked what i'd accept in its place. I said £359 value of the watch, plus £100 compo, as a credit on my Sky account. She said she'd write up a report and submit it, and I'll get an answer by thursday and she'd also call me Thursday to see if I'd had a response. Let's see what that brings.
Good luckI called today to put in another official complaint about not getting the call back I was promised yesterday. Thought I'd open a new complaint every time they failed to do as promised. Spoke to a lady who went thru the notes and was 100% on my side. Couldn't believe the stance of yesterday's call handler and cannot understand why there's any argument. She said she suspected the watch wouldn't be an option and asked what i'd accept in its place. I said £359 value of the watch, plus £100 compo, as a credit on my Sky account. She said she'd write up a report and submit it, and I'll get an answer by thursday and she'd also call me Thursday to see if I'd had a response. Let's see what that brings.
Sky did something similar to me when I upgraded last year.
They had a Google watch for free when buying a Google phone. I couldn't get it to work when using the website so I called them to do the upgrade.
The very helpful call centre used to be in Scotland, now it's not very helpful and Indian based.
Explained I wanted the new Google phone and the watch offer.
The agent dismissed the watch and said they will send me a free laptop. I don't want a laptop, I want the watch.
This went round in circles a few times and eventually he said I would receive a code by text to claim my watch.
Ok crack on I thought, I'll just sell the free laptop.
He sent me some e-docs to sign and when I looked, the laptop was something like £10 a month.
So back on the phone, I don't want the laptop so I'm certainly not paying £10 a month for it.
So they took that off. But now they can't add the watch to th deal as it's already been processed.
He told me I have to wait for the phone delivered, refuse it at th doorstep, wait til Sky get it back, then do it all again.
I just gave up.
They had a Google watch for free when buying a Google phone. I couldn't get it to work when using the website so I called them to do the upgrade.
The very helpful call centre used to be in Scotland, now it's not very helpful and Indian based.
Explained I wanted the new Google phone and the watch offer.
The agent dismissed the watch and said they will send me a free laptop. I don't want a laptop, I want the watch.
This went round in circles a few times and eventually he said I would receive a code by text to claim my watch.
Ok crack on I thought, I'll just sell the free laptop.
He sent me some e-docs to sign and when I looked, the laptop was something like £10 a month.
So back on the phone, I don't want the laptop so I'm certainly not paying £10 a month for it.
So they took that off. But now they can't add the watch to th deal as it's already been processed.
He told me I have to wait for the phone delivered, refuse it at th doorstep, wait til Sky get it back, then do it all again.
I just gave up.
TwigtheWonderkid said:
Yes, it's a Samsung offer, but Sky made the offer. Sky must buy thousands of phones off Samsung. I don't believe a call from Sky to someone at Samsung saying "send this moaning old tt a watch, ffs, and get the old wker off our case" is beyond them.
I can't send it all back, I'm out of the 31 day cooling off period.
Send it all back with a written explanation, cancel the direct debit and invite them to sue if they want to.t a watch, ffs, and get the old wker off our case" is beyond them. I can't send it all back, I'm out of the 31 day cooling off period.
This is one of those things were you just need to be able to get to someone with the authority to say "hang on a minute, this is daft" and fixes it. Trouble is that's easier said than done.
Social media used to work well but now companies take stuff to DM, string you along and then tell you to sod off.
Won't be quick, but maybe trying one of the newspapers (such as The Telegraph) consumer help pages may sort it out - companies often seem to capitulate as soon as their press office is cancelled.
Social media used to work well but now companies take stuff to DM, string you along and then tell you to sod off.
Won't be quick, but maybe trying one of the newspapers (such as The Telegraph) consumer help pages may sort it out - companies often seem to capitulate as soon as their press office is cancelled.
Sheepshanks said:
This is one of those things were you just need to be able to get to someone with the authority to say "hang on a minute, this is daft" and fixes it.
I've had a couple of people who have said just that, including the latest one who is due to call back tomorrow, but so far no one has fixed it. Message Board | Speed, Plod & the Law | Top of Page | What's New | My Stuff