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Original poster

Sky Screw Up Cost Me £440

34 replies

IHateSky · 07/11/2023 10:30

Last week I called Sky to do my phone upgrade. I was upgrading to a S23 and it was on offer for £24 a month with £100 trade-in and free earbuds worth £209. The order went through fine but he forgot to put through the earbuds so said he'd have to cancel it and put it through again. When he tried to re-order my piggybank data didn't refresh so he said we'd have to wait until the next day. (The piggybank data would have saved me £1 a month). At no point did he mention the prices or offers might change, as far as I was aware the following day's phone call would be simply reading the same terms and conditions and confirming the order. I definitely was not aware that the price could go up to £29 a month and the buds be removed, which is what actually happened. After obviously escalating it, apparently there is nothing they can do other than offer me £40 goodwill gesture - even though they are very clear that they understand it was their error and they are very sorry and that they would also be 'frustrated' if it was them. I had to choose whether to accept the £40 or escalate, I told them I'm extremely offended by the £40 as it has cost me £440 and so will escalate. do not want anything at all to do with Sky any more, which is annoying as they do my tv, broadband and ipad. Is there anything I can do? I'm struggling to believe they are able to treat their (platinum) customers like this!

OP posts:
FSTraining · 07/11/2023 10:33

Well, you don't have to stay with Sky as there is no contract (my experience of Sky is that they really don't understand contract law so if they are claiming you do have a contract on worse terms, they are talking bollocks).

Flipdiddle · 07/11/2023 10:40

Just cancel it

everything will have been recorded

so if it is clear cut (which your op is not!) then should be straightforward

Original poster
IHateSky · 07/11/2023 10:41

My tv's coming up soon so that's ok but my broadband's only just been renewed so they say I'd have to pay early leaving fees. My ipad still has 35 payments left. In fairness, until now I've been happy with Sky so don't really want to leave, I just want them to honour the deal that we agreed - it went through, was on my account and then they cancelled it without asking me! Not sure that I do want to be with a company who behaves like this though.

OP posts:
Flipdiddle · 07/11/2023 10:41

So you tang back the next day

just to order the ear buds

correct?

Flipdiddle · 07/11/2023 10:42

Presumably when you rang up the next day, you referred to the offer and confirmed that the offer deal would apply??

HakunaMatiłda · 07/11/2023 10:43

I would escalate the complaint - personally I’d send it to Dana Strong (CEO) who would pass it to their executive resolution team who have the power and authority to make things right.

Original poster
IHateSky · 07/11/2023 10:50

Flipdiddle · 07/11/2023 10:41

So you tang back the next day

just to order the ear buds

correct?

Sorry, I'll try to be clearer:

I called on Thursday and bought an S23 for £24 a month with £100 trade-in and free earbuds.

The order went through, appeared on my account etc but the guy on the phone forgot to add the earbuds so said he'd have to cancel and redo it. He did not ask me if this is what I wanted, he just did it.

He couldn't reorder straight away so said he'd have to call me back the next day to put it through.

He did not tell me there was a chance the prices or offers would change, I was under the impression we would be simply finalising the deal we'd already made.

The next day when I tried to reorder I was informed the price was now £29 a month and there would be no free earbuds.

I therefore did not go ahead with the order and instead asked for a manager to look into it, they have now informed me they will not honour the original deal and will only offer me £40 'goodwill gesture'.

OP posts:
Original poster
IHateSky · 07/11/2023 10:51

Flipdiddle · 07/11/2023 10:42

Presumably when you rang up the next day, you referred to the offer and confirmed that the offer deal would apply??

They just said no - they don't dispute that I was offered the deal and that it was their error, they just say there's nothing they'll do about it.

OP posts:
Flipdiddle · 07/11/2023 10:53

So you haven’t lost anything aside from the offer?

so you missed out on an offer rather than £440 out of pocket

Original poster
IHateSky · 07/11/2023 10:56

HakunaMatiłda · 07/11/2023 10:43

I would escalate the complaint - personally I’d send it to Dana Strong (CEO) who would pass it to their executive resolution team who have the power and authority to make things right.

I'll try this, thank you - might write to The Times too, can't hurt! I'm just furious that they're behaving like this, I've already spent several hours on it and I'm guessing it's nowhere near over.

OP posts:
Original poster
IHateSky · 07/11/2023 10:57

Flipdiddle · 07/11/2023 10:53

So you haven’t lost anything aside from the offer?

so you missed out on an offer rather than £440 out of pocket

Yes, but it feels like I've lost £440 as I still need a new phone and now it's going to cost me £440 more than it would've done if they'd not messed up the order.

OP posts:
Flipdiddle · 07/11/2023 11:00

It is very very clear that the expiry is 2nd November if you google

Original poster
IHateSky · 07/11/2023 11:02

google what? what expiry?

OP posts:
Flipdiddle · 07/11/2023 11:03

Expiry of the offer

Flipdiddle · 07/11/2023 11:03

Sky Mobile are offering a free pair of Galaxy Buds 2 Pro worth £219 with orders of their Samsung S23 deals. Simply order Samsung S23 Sky Mobile deals before November 2nd 2023 and you'll have the option to add the free Galaxy Buds to your basket at checkout

Original poster
IHateSky · 07/11/2023 11:06

Which offer?! The buds offer is still on Samsung, it's only off Sky. The trade-in offer runs out today. I was never informed the contract price offer would expire - and why would I google any of it when I was talking to sky and he told me he'd call me back the next day to finalise, if he knew the offers were about to change it's him I would expect to tell me, not leave it to me to scour the internet just in case he's hiding it from me!

OP posts:
Original poster
IHateSky · 07/11/2023 11:07

Ah, thanks - so he should have known about it and informed me... I'll add that to the complaint. How can they be this useless!

OP posts:
HakunaMatiłda · 07/11/2023 11:08

Flipdiddle · 07/11/2023 11:00

It is very very clear that the expiry is 2nd November if you google

So you would expect the Sky Agent to know this detail too?

Flev · 07/11/2023 11:09

Ring their complaints team-get them to listen back to the call and tell them what you've said here - you didn't ask for the order to be cancelled, you tried to place it with them and it was their error.

I had to do the same recently when they completely screwed up a new phone/tv/broadband contract for us. They eventually agreed we were right but by that time I'd had enough and we had got a better offer from Virgin.

Flipdiddle · 07/11/2023 11:10

HakunaMatiłda · 07/11/2023 11:08

So you would expect the Sky Agent to know this detail too?

Show quote history

Yes

hence the £40 goodwill apology

Original poster
IHateSky · 07/11/2023 11:13

Flev · 07/11/2023 11:09

Ring their complaints team-get them to listen back to the call and tell them what you've said here - you didn't ask for the order to be cancelled, you tried to place it with them and it was their error.

I had to do the same recently when they completely screwed up a new phone/tv/broadband contract for us. They eventually agreed we were right but by that time I'd had enough and we had got a better offer from Virgin.

The woman I spoke to said that the only way I could take it further was to take it to some other company who deals with their complaints (I'm not sure of the name, Sesa or something?!). She was very clear that there's definitely nothing at all Sky could do. She said she would email me with details of how to escalate it but nothing's arrived yet.

OP posts:
ElizabethAA · 07/11/2023 11:15

Hateful company shame they have a great product 😐

Original poster
IHateSky · 07/11/2023 11:18

Flipdiddle · 07/11/2023 11:10

Yes

hence the £40 goodwill apology

Show quote history

I suppose I feel that being offered £40 for a fuck up that's essentially cost me £440 is not much goodwill! Do you work for Sky or something?! They are very clearly in the wrong here. That's not up for debate, they freely admit they're in the wrong. They're just refusing to do anything about it (other than give me £40!) I just want to know if there's anything I can do to get the phone I ordered for the price I agreed, or if not, how to get out of my Sky contracts without paying fees.

OP posts:
Original poster
IHateSky · 07/11/2023 11:20

ElizabethAA · 07/11/2023 11:15

Hateful company shame they have a great product 😐

Quite - I'm really going to miss them if I flounce off, but I really don't want to be stuck with a company who behaves like this! Worst thing is they used to be really good at customer service, what the hell's happened?!

OP posts:
Flipdiddle · 07/11/2023 12:00

Do you work for Sky or something?!

🙄