Sales lied about what package would include.

[thomasclark]

Wondering if anyone has had a similar experience, or has any advice on how to approach this. Would also appreciate a response from Sky to help escalate.

I signed up to Sky after talking to their sales team via phone. They offered me a competitive price largely in line with BT/EE, including Sky Sports, TNT Sports, Netflix without ads, and Gigafast Broadband. I later discovered the package in fact did not include TNT Sports nor Netflix without ads.

I have spoken to customer service on four separate occasions, and keep being promised call-backs which never come. The team have listened back to the sales call and confirmed the package does not match what I was promised, but generally take the line that I've got a good deal even if it doesn't include TNT/Netflix. They have offered to add the missing services but at an extra cost (£30+).

The latest update is that a back office team is looking into it, but that it may take 10 days (which would take me to the end of the cooling off 14-day window). Given I have already experienced multiple occasions of being falsely promised call-backs, I am nervous about waiting 10 days and not hearing anything. Is there a proven way to expedite these sorts of complaints?

Aware I would be able to leave during the cooling off period but it doesn't feel right, especially having spent 5+ hours on the phone. Also aware that I'll probably miss the live football this weekend! Any support would be appreciated!

[Chrisee]

@thomasclark Your statutory consumer rights mean that if a service is not as described you can cancel the contract so do not worry about the cooling off period which is 31 days with Sky. We do hear similar reports where an agent agrees a deal the system will not accept. A cynic may conclude they do this intentionally to get a sale and earn commission knowing thst later the customer won't get what they expect. However it coukd be a genuine error as the agents are human. Sky record calls so can hear exavtly what was saiid.

It sounds like Sky are taking this seriously and treating the issue as a formal complaint if so if they do not agree to honour the deal tou can go to the independent arbitration service (this link explains more https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/)

However it is likely if theyvsay they can't honour the contract that they will release you from the agreement.

[thomasclark]

@Chrisee Thanks for coming back on this. That helps to know the cooking off period is 31 days - I was told by sales it was only 14 days. Takes the pressure off.

Do you know how long these issues usually take to resolve (ie I assume there isn't an escalation route I could use to get it in time for tomorrow afternoon)?

I am on the cynical side on this occasion unfortunately...  I did not initially sign up (as the EE/BT deal was better), but got a call back later in the day saying they'd been able to agree an 'even better offer' for me...

Thanks for your help.