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    Consumer Law advice as Sky messing my sister around

    Hi,

    my sister rang Sky last week and asked for a price including installation for 2 Sky+ boxes. She was advised by their sales dept. that they had an offer on at the moment and the price would be £30.00 all inclusive. My sister queried this several times during the telecon and even put the phone on loudspeak so my Dad could here the sales rep. and each time the offer was confirmed 2 new Sky+ boxes including installation for a TOTAL Price of £30.00. Yesterday she received a letter confirming 2 plus boxes at a price of NIL and installation @ £30.00. The engineer arrived today and said they were only supposed to be installing only 1 box. I rang Sky on her behalf and eventually was told by a Team Leader that the sales rep. that took the order (and payment) had made a mistake and the offer was for 1 Sky+ box and an additional card for another box. As the original sales rep. took the £30.00 payment at the time of ordering and as my sister queried what was included in the deal several times during the conversation have Sky formed a contract and are they legally bound to supply 2 boxes or not.

    Sorry a bit long winded but hopefully you get the picture. Hope you can advise.

    Many thanks,

    Lee

    14 Comments

    i would say yes as she has the letter too, tell them its either both or nothing and i'm sure they will do it!

    Original Poster

    I rang and said that my sister had a letter to confirm the deal and was told by the "Team Leader" due to the original error by the sales rep. the letter was incorrect also.

    id ring em, tell them to either spend money on sending an engineer to remove the satelite and cabling and box and lose a customer, or send another sky+ box out and actually gain money from your subscription.

    If you have it in writing then I'd say you should be able to get the deal, mistake or not.

    Scan a copy of the letter and email it to the complaints dept on the Sky website (under feedback link) and they should be able to sort it out for you

    sent you pm

    shanecr;5527875

    id ring em, tell them to either spend money on sending an engineer to … id ring em, tell them to either spend money on sending an engineer to remove the satelite and cabling and box and lose a customer, or send another sky+ box out and actually gain money from your subscription.



    +1

    Don't give up!

    I would say the same as above - it's in writing.

    I would add also that you always keep the original in your possession, if they ask to see the original then tell them that they are free to visit your home by appointment to view it because you are not sending it just in case it gets lost in the post.

    Original Poster

    We sent the engineer away without installing as I thought they should be installing 2 boxes and didn't want to confuse the issue any further by them only installing 1. I've just had another chat with my sister and she said that she rang sky a further 2 times on the day she originally ordered as she was referred as a friend and wanted to make sure even thing was OK (my sisters a worrier) and each time the deal was confirmed to her.

    Thanks for the replies so far.

    They should honour it but legally their T&C's likely protect them from any pricing errors - if they offer you the full refund and give you the right to cancel there isn't much you can do to force the issue.

    Banned

    alternate;5531616

    They should honour it but legally their T&C's likely protect them from … They should honour it but legally their T&C's likely protect them from any pricing errors - if they offer you the full refund and give you the right to cancel there isn't much you can do to force the issue.



    Not if you speak to Beckett when he went up against B&Q
    bitterwallet.com/bq-…425

    Original Poster

    alternate;5531616

    They should honour it but legally their T&C's likely protect them from … They should honour it but legally their T&C's likely protect them from any pricing errors - if they offer you the full refund and give you the right to cancel there isn't much you can do to force the issue.



    I checked the booklet and apparently plus boxes come under a different set of T & C's which I don't have a copy of.

    Banned

    alternate;5531616

    They should honour it but legally their T&C's likely protect them from … They should honour it but legally their T&C's likely protect them from any pricing errors - if they offer you the full refund and give you the right to cancel there isn't much you can do to force the issue.



    Thats assuming the T&C's were shown or read to the customer otherwise they can't be enforced. You can't, in law, agree to terms of a contract without knowing what they are.

    Having said that, if sky won't play ball, without resorting to court there's not much you can do.

    sky.com/por…lus

    Usual terms and conditions.

    They would have been read a statement about pricing and told the full terms and condiations were to be sent out to them, and been told what their cancellation rights were regarding T&C's

    Any luck yet?

    Original Poster

    angelkelly;5548868

    http://www.sky.com/portal/site/skycom/skyproducts/skytv/skyplusUsual … http://www.sky.com/portal/site/skycom/skyproducts/skytv/skyplusUsual terms and conditions.They would have been read a statement about pricing and told the full terms and condiations were to be sent out to them, and been told what their cancellation rights were regarding T&C'sAny luck yet?



    No I haven't heard anything yet, but I only emailed them on Friday. Hopefully we'll get some sort of response later in the week. They haven't refunded the original payment which I think can only be a good thing in this instance.
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