Sky VIP OFFER NOT NOT GIVEN AND COMPLAINT IGNORED

[Richard388]

On my sky app there is a offer for diamond members. Gen 2 Stream 

As a Diamond Sky VIP, we're treating you to an exclusive Sky Glass Gen 2 offer. Enjoy free premium delivery and setup service, when you purchase a new Sky Glass Gen 2, so you can start watching right away, hassle-free.

So, get ready for a brighter 4K HDR screen and an immersive seven-speaker Dolby Atmos® sound system. Plus, with three sizes (43", 55", 65") and three stunning colours to choose from, there's something for everyone.

To purchase and book your free installation and setup today, click the link below. You'll be asked to confirm which Sky Glass Gen 2 you'd like, whether you'd like to take any products to further enhance your viewing experience and your delivery details.

The problem is despite purchasing through this link I didn't get the premium delivery and setup which included removal of boxes. It mention the service would be added automatically at check out. Sky Customer Services do not know anything about this service and two agents were told they don't provide installation etc. Despite complaining three times and a agent referring it on everything has gone quite.

I wanted this service as my wife passed away and couldn't face the bother of installing and boxes removal even though I used to be a tv installer in the past. 

I don't think Sky want to face up to this problem and they are still advertising the same thing. What do you think about this. 

Richard 

[Ralph650 · Accepted solution]

 It mention the service would be added automatically at check out. 

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When I looked at this you had to add the premium delivery yourself during the order process, the extra cost should then automatically be removed at checkout. Is this what you did? 
The following is from the terms and conditions of the offer 

1. To redeem the reward, you will need to click on the link in the redemption page which will take you to the sky.com purchase journey. Once you have added a Gen 2 Glass panel to your basket and selected Sky Glass premium delivery, this offer will automatically apply.

[Richard388]

It wasn't clear to me when I was purchasing and going through process but thank you for the answer..