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Master Geek
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Topic # 95870 15-Jan-2012 11:26
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Can anyone give me some advice please?

I get my Sky billed to my Vodafone account. Before Christmas I asked Sky to upgrade my Multiroom standard MySky to a MySky HDi. I was told that there was no charge for that. Imagine my surprise when Vodafone charge me $99 installation fee.

Last Sunday I spent nearly two hours disputing this with both Vodafone and Sky. Their argument was that I was actually told that there would be no upfront charge for this as it would be charged back to my Vodafone account. That is not my recollection of the conversation and I asked them to retrieve the recording of the call. Nothing happened so I rang VF again today and explained that my bottom line on this was that I expected someone to get back to me by COB tomorrow to say that they have reversed the charge. The words 'fair', 'trading' and 'act' were mentioned on a number of occasions during the various calls.

As I'm sure that others in our community here have had similar experiences, does anyone have any advice on how to resolve this?

Gotta love organisations that refer you to each other's customer services team.

Thanks

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  Reply # 569036 15-Jan-2012 11:35
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Did you ask Sky or Vodafone to upgrade you to multi room?

Who told you their would be no charge Sky or Vodafone?

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  Reply # 569061 15-Jan-2012 13:07
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I can relate to your comment about being referred to the other organisation's help desk. I pay Sky via my Vodafone Ultimate as the $15 refund of the MySky fee makes it much cheaper than an equivalent telecom package. However when I signed up initially I was not made aware that as a Vodafone Sky customer I was not eligible for any of Sky's special offers. I found out later when I couldn't get an offer on Rialto that was available to existing 'Sky' subscribers.

When the new MySky + offer came out I was shunted between Sky and Vodafone as neither wanted to tell me whether or not I could take up the offer and keep the existing MySky unit to replace the silver Multiroom unit I was using (I was happy to pay the extra $20). I gave up in the end as Sky said I had to arrange it via Vodafone and VF were equally adamant I had to go through Sky.

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  Reply # 569065 15-Jan-2012 13:26
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Given what happened with my own dealings with Vodafone(no longer a Vodafone customer) and the number of stories that come thru the Geekzone forms, I would recommend any one these days to record your won conversations with any telco/internet provider. I do now, I do tell who I phone I am recording the conversation, which I feel is only right as the number of organisations I phone start with a message that the call may be recorded for training purposes etc,



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  Reply # 569090 15-Jan-2012 14:02
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johnr: Did you ask Sky or Vodafone to upgrade you to multi room?

Who told you their would be no charge Sky or Vodafone?


John, it was Sky in both cases. It was an existing Multiroom with an upgrade to the decoder only.

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  Reply # 569699 16-Jan-2012 23:00
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sbowness:
johnr: Did you ask Sky or Vodafone to upgrade you to multi room?

Who told you their would be no charge Sky or Vodafone?


John, it was Sky in both cases. It was an existing Multiroom with an upgrade to the decoder only.


It's a tuff one, Can Sky find the phone call recording?

John



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  Reply # 569782 17-Jan-2012 09:41
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johnr:
sbowness:
johnr: Did you ask Sky or Vodafone to upgrade you to multi room?

Who told you their would be no charge Sky or Vodafone?


John, it was Sky in both cases. It was an existing Multiroom with an upgrade to the decoder only.


It's a tuff one, Can Sky find the phone call recording?

John


John, I think they're working very hard not to. They had no record of our conversation last week when I rang again on Sunday. I've put this back onto Vodafone. A deadline that I gave them to have it sorted by COB yesterday has passed and I'm just about to ring again and crank up the pressure.

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  Reply # 569790 17-Jan-2012 10:02
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Finding a phone call could take a while and you should really be chasing sky. Yes Vodafone billed you on instructions from Sky.



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  Reply # 569796 17-Jan-2012 10:15
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johnr: Finding a phone call could take a while and you should really be chasing sky. Yes Vodafone billed you on instructions from Sky.


My thoughts exactly and I was quite happy to chase them, but I got bounced once too often and as I pay the bill to Vodafone I now expect Vodafone to fix it. A VF CSR has just raised a complaint for me as Sky has a clear record that they told me of the charge whereas I have a clear recollection that they said there would be no charge, hence my desire to hear the exact call in case my recollection is faulty. I'm pretty sure I would have expressed some surprise at the charge if I had been told in advance.

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  Reply # 569807 17-Jan-2012 10:53
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sbowness:
johnr: Finding a phone call could take a while and you should really be chasing sky. Yes Vodafone billed you on instructions from Sky.


My thoughts exactly and I was quite happy to chase them, but I got bounced once too often and as I pay the bill to Vodafone I now expect Vodafone to fix it. A VF CSR has just raised a complaint for me as Sky has a clear record that they told me of the charge whereas I have a clear recollection that they said there would be no charge, hence my desire to hear the exact call in case my recollection is faulty. I'm pretty sure I would have expressed some surprise at the charge if I had been told in advance.


Fair enough and valid points



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  Reply # 572160 22-Jan-2012 22:15
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Well, the latest is that Sky state that they have a clear record that they told me about the charge. They also refused to allow VF to hear the call due to the Privacy Act. I've explained to the VF supervisor that noting something and actually saying it are two different things. She has put in a formal request early last week for me to hear it. No response as yet and I will follow up again tomorrow.

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  Reply # 572167 22-Jan-2012 22:21
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sbowness: Well, the latest is that Sky state that they have a clear record that they told me about the charge. They also refused to allow VF to hear the call due to the Privacy Act. I've explained to the VF supervisor that noting something and actually saying it are two different things. She has put in a formal request early last week for me to hear it. No response as yet and I will follow up again tomorrow.


It's good they have found the recording of the call

I know of a case in Vodafone a customer disputed agreeing to a term contract they swore black and blue called us liars and every name under the sun, Vodafone pulled the recording put it on a CD and posted it to the customer,

I can't answer for Sky and how they will handle this

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  Reply # 572168 22-Jan-2012 22:22
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Reply # 572169 22-Jan-2012 22:22
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freitasm: Privacy Act? If you are involved, and it is your recording they have to release it to you.



Good point and 100% correct,

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  Reply # 572172 22-Jan-2012 22:26
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If you like you can even put the call up here and Geekzone and let us listen to it,

I Would be interested in hearing it now :P

John



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  Reply # 572174 22-Jan-2012 22:32
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johnr: If you like you can even put the call up here and Geekzone and let us listen to it,

I Would be interested in hearing it now :P

John


So would I, John. I'm half expecting Sky to say that it's so long ago now that it's been deleted. On the basis that the last contact I had was early last week I'm starting to feel somewhat cynical about it all. Methinks they doth delay too much!

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