Pre-order offer not delivered as advertised

[narky+wasp]

I saw the offer last week to pre-order' Mission Impossible - Final Reckoning' and receive' Dead Reckoning' included for free for a total cost of £13.99. I have received a copy of 'Final Reckoning' in my purchases today but not the other one. Where is it? and how do I access it please?

[mike+simmonds]

Hi @narky+wasp 

If you go online to Sky store, sign in and search for Dead Reckoning - does it appear as purchased with an option to send it to your box ? 

[narky+wasp]

Thanks for your reply - I have checked SKY Store but it only gives me the option to 'Buy & Keep £5.99; or rent £3.49. If I click on 'picture of DVD' it goes to the 'Pay'  page.

When the offer came on my box last week I read it carefully because I don't usually buy or rent but it definitely gave the impression that both films would come to my SKY Q box. Is it possible it will come down after I have watched 'Final Reckoning'? I watched 'Dead Reckoning' on Film 4 previously.

If you can't help I will contact SKY Store directly. 

[mike+simmonds]

I noticed @narky+wasp that another customer has posted to say that they downloaded Final Reckoning - then went back in and found that Dead Reckoning was there for free. 

So maybe the download of DR is the trigger ?

if not then as you say - Skystore support should help. Hope it works for you 

https://www.skystore.com/n/hcus/help/contact-us 

[narky+wasp]

Many thanks for your help. I intend to watch 'Final  Reckoning ' tomorrow evening when I have a free evening so perhaps I wil have the same luck. I will let you know on Wednesday hopefully with good news. Kind Regards Narky Wasp

[Violetw]

I pre ordered to get same offer and noticed first part wasnt there. I went to sky store purchases and buy and keep had £0 at it. I was then able to download

[narky+wasp]

Hello Violet, thanks for youyr message. Can you remember how long after you downloaded 'The Final Reckoning' did you see the 'Dead Reckoning' available for free onSKY Store. I have just checked this morning (20 August 2025) and there is still a charge to rent or buy. Thanks Narky Wasp

[narky+wasp]

Hi, as promised I am letting you know that I still haven't received my download of 'Dead Reckoning' as advertised. I have checked the SKY Store site and the information given about restoring my order is confusing. I note that if my order hasn't been received I can restore it however the confusing bit is: Do I get another copy of 'Final R' plus the 'Dead R' or just another copy of 'Final R'? I don't want o be charged again. The information satates that if a DVD copy is also ordered this will be delivered within 10 days but no mention of free offers with an order for a digital copy of another film. Is this likely to be what happens with the free editions?

My experience with SKY Store doesn't encourage me to use it again. Any advice on 'Restore' function please?

Regards,

Narky Wasp

[mike+simmonds]

Hi @narky+wasp 

The Ts and Cs for Skystore are partly out of date - for example there have been no DVD sales for well over a year now. As on here we are all customers like you - my suggestion would be that you try a livechat with the Skystore support team (who I have found very helpful in the past)

they are open now 

https://www.skystore.com/n/hcus/help/contact-us 

[Violetw]

I didnt need to down load as I ordered directly on sky store app.  But when i seen first part wasnt there i went on to sky store through skyq box. And when i clicked on film it was there for a  price tag of £0. Then just downoaded that film

[narky+wasp]

I have waited patiently for 10 days since I received' Final Reckoning' but have still not received my free copy of 'Dead Reckoning' which is atrocious. I have received a notification that my message in reply to my report to SKY Store had been read at 5.40 59pm on Thursday August 21st 2025 but have not had any contact since nor received my download.

When I check SKY Stre it is showing there to buy & Keep or reny however there is a charge. If I press buy & Keep I am asked to insert my pin but then it says I will be charged. I do not wish to pay again so I haven't done that. 

My only optionif my download doesn't arrive today is to report SKY to the Advertising authority for false advertising and as a member of Which Legal services to check with them what further action I can take. Perhaps then someone in authority will have the good manners to contact me to resolve this issue.

[mike+simmonds]

Hi @narky+wasp 

Rather than send them a message - do you have time (from 11am Monday) to live chat with the Skystore support team and ask them to either give you Dead Reckoning directly or credit your account with £5.99 so you can buy it. 

If it helps( and I know it's not the point)  I notice it is on Film 4 right now for free 

[narky+wasp]

Thanks Mike for your suggestion I will try that tomorrow and let you now the result although I have no faith in their customer service team.

[narky+wasp]

Good afternonn Mike, I followed your suggestion this morning and contact SKY store help chat bot. I conversed in writing with Christopher who eventually sent me a copy of 'Mission Impossible - Dead Reckoning' after a few security checks. I now have a download of the film in my purchases folder. I had to download a copy from Buy & Keep and he has refunded me £5.99 from my next D/D. I asked him why I hadn't received it before and he said the order was on my account but it must have been a computer glitch. I laughed to myself at this 'management speak' which was as expected. I noticed a lot of complaints on the Community about this happening lots of times with other programmes. No-one seemscompletely happy with SKY and their services. However Christopher who helped me was very good.

Anyway many thanks for your help with this issue, take care and enjoy this lovely weather.

Richard

[mike+simmonds]

Really glad you got it resolved @narky+wasp 

These things are always annoying rather than significant life events but always frustrating when you have to spend time resolving things that should not need resolving