losing compensation due to upgrade.

[JFraser]

I recently joined up to sky+ HD and got free installation. This was booked for the am. The engineers didnt arrive until the pm, plus a week later the LNB fell off the dish due to poor installation and i had to take another dya off work to get this fixed!

I complained to sky and they apologised and gave me 25% discount off my subscription (minus HD) for 6 months (worked out about £6 a month, £36 in total). This was ok, but still not anywhere near what i lost in earnings, having to stay home and wait for engineers, but i took it as an ok apology.

Anyway, After two months of watching, i wanted to make some changes. I wanterd to get rid of two packs, plus add sky sports pack. I was told on the phone this would mean losing my 25% discount and it could not be put back on afterwards! However in an email, I was told I could retain the discount, plus get it off my sports pack....Im confused....has anyone been in a similar position and how should i upgrade...(phoning will surely result in the same as before - being told i would loose my discount).

[Smithy99]

Normally if you change your package you loose any discounts you may have, not sure why it is like this, it does seem stupid but I imagine it is because the standard telesales are not allowed to discount so cannot add it back on after the alteration.

[Alan b]

I agree with the above, I have seen other people saying the same. I have got 20% off for six months and there is no way I am going to change anything as I would probably loose the discount. It does seem crazy especially if you are adding the premium channels like sports so would be willing to pay them more. Personally I can't see why they can't apply it, perhaps it is down to a limitation on their system.

[JFraser]

Maybe the system wont allow it, but someone, somewhere can add the discount on surely, as they added a discount in the first place? Why cant they take it off when i upgrade, then put it back on?

Anyways, here is the email they sent, which is confusing me:

Dear Mr Fraser

Customer Account Number: XXXXXXXX

Thank you for your email regarding the offer that has currently been applied to your account.
I’m very sorry for the poor service you’ve received and apologise for any inconvenience you’ve suffered as a result of this.

I am able to confirm the discount that you are currently recieving on your account is only applicable to your TV subscription and as such does not discount the HD subscription service. At the present time HD is classified as a service over and above your normal entertainment television package, as such the discount which has been applied to your most recent bill would be of the correct value.

If you were to add Sky Sport's it would be possible to have these discount as part of the afore mentioned offer. If you wish to add these please do not hesitate to contact us on 08442 41 41 41

I hope this go's some way to explaining the query below.
Kind regards
Stuart
Sky Help Centre

This says I can have my offer once I upgrade to Sky Sports, but When I call the number they suggest, this is denied?

[Smithy99]

I would keep ringing until you get someone who has a clue, if they have offered it to you (and as far as I can see they have) then they should be able to do something about it, maybe they need customer retentions to do it.

[JFraser]

Ah right, So when I call, should i go through to the 'Thinking of leaving sky' department.... That usually gets companies to do what you want them to!

[Smithy99]

I would imagine that it is the retention department who can offer incentives for people to stay so should be able to add back your discount when required.