Sky Q Returned

[Daniel0210]

@Peter148 

What was the result of the chat with the Messaging Team that was arranged for you? 

[caesarome]

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@Peter148 wrote:

Nope not correct. I'm out of contract and have every right to cancel.

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If you were out of contract what was the reason Sky wouldn't let you cancel as they must have given you a reason even if you don't agree with it ?

[Peter148]

Problem not resolved - and didn't send the promised email confirming I'd sent the kit back.

I WANT MY MONEY BACK.

[Daniel0210]

@Peter148 

We are trying to help you here but unfortunately you're not answering the questions we are asking.

1. Was the returned Sky Q box issue sorted via the chat with the Messaging Team?

2. What reason have Sky given you for not allowing you to cancel?

3. Have you made a complaint using the methods we've already provided? You have to allow Sky 8 weeks to resolve it before the possibility of a deadlock letter. 

[Peter148]

YES YES YES YES Ceasarome thank you. Sky WILL NOT LET YOUY CANCEL even when your'e out of contract - which I am. Why do you think they have given me a reason? They refuse to speak to me at all.

That's why I need a deadlock letter to complain to the regulator.

[Peter148]

Yes, Sky intend to hold on to my money for another 8 weeks and expect the regulator to act as Sky's Customer Services department. absolutely disgraceful behaviour. I have kept screen captures of all my dealings to shame Sky with the regulator.

[Peter148]

So, "superusers" - who aren't sky employees are there to belittle and criticise customers for as long as possible, then, when it turns out that a customer has a perfectly valid complaint - to tell them to go away for 8 weeks and stew. Not much of a community is it?

[Daniel0210]

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@Peter148 wrote:
 to tell them to go away for 8 weeks and stew. 

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@Peter148 

That's not what my post says. Once you make a complaint to Sky they have 8 weeks to resolve it before a deadlock letter will be issued.

[Peter148]

I must be well into the 8 weeks already and there isn't a hope of Sky responding.

They're just working the system to their advantage and hanging on to other people's money.

This is no way for a PLC to behave.

There is no way they're keeping my money.

Would you - if you were me -

1. Waste more time waiting for a deadlock letter?

2. Contact the bank about sky's abuse of the Direct Debit system?

3. Make a small claim in the County Court

I do value your opinion - as you're not a Sky emloyee...

[MarkGoldsmith]

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@Peter148 wrote:

I must be well into the 8 weeks already and there isn't a hope of Sky responding.

They're just working the system to their advantage and hanging on to other people's money.

This is no way for a PLC to behave.

There is no way they're keeping my money.

Would you - if you were me -

1. Waste more time waiting for a deadlock letter?

2. Contact the bank about sky's abuse of the Direct Debit system?

3. Make a small claim in the County Court

I do value your opinion - as you're not a Sky emloyee...

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@Peter148 when did you submit the formal complaint via the Sky complaints process, as i believe the 8 week timer wouldn't start until the complaint was formally submitted via the official process?

OFCOM are quite clear over the requirements to be able to take your complaint to a Alternative Dispute Resolution (ADR) scheme. So it may unfortunately be a case of just letting the process play out.

You can take your complaint to an ADR scheme if:

• you have already raised it with your communications provider and it is still unresolved; and
• it has been at least eight weeks since you made the initial complaint to your provider or you’ve been unable to reach an agreement with them and you have received a deadlock letter.

[Mark39]

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@Peter148 wrote:

So, "superusers" - who aren't sky employees are there to belittle and criticise customers for as long as possible, then, when it turns out that a customer has a perfectly valid complaint - to tell them to go away for 8 weeks and stew. Not much of a community is it?

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We've only heard one side of the story of course and consequently we don't know whether or not you have a valid complaint. The fact that your issue was unresolved during the online chat was arranged for you is an indication that it may not be straightforward. 

If Sky have indeed got it wrong somewhere along the line, they'll reimburse you.

[Peter148]

I note that Mark has totally ignored the options that I asked your opinion on to move forward.

Says he's only heard my side, suggesting that I may be being untruthful here.

With absolutely no evidence says that he's confident Sky will suddenly do what's right.

So far all the "superusers" have utterly failed to do what they're supposed to.

Anyone have any idea which of my 3 options might bring Sky to their senses?

[caesarome]

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@Peter148 wrote:

They refuse to speak to me at all.

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And why wouldn't they soeak to you, are you not the account holder ?

[Peter148]

Of course I'm the account holder.

[TimmyBGood]

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@Peter148 wrote:

This is no way for a PLC to behave.

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Just a minor technical point: Sky isn't a PLC.  Sky Group (of which Sky UK is part) is a division of the Comcast Corporation who acquired it in late 2018, at which point Sky delisted from the London Stock Exchange.