0:00:02 > 0:00:06I'm Dominic Littlewood and I'm here to champion your consumer rights.
0:00:06 > 0:00:09Could you let her know that I tried to call?
0:00:09 > 0:00:11She's probably quite keen to speak to me.
0:00:11 > 0:00:13Any problem, no matter how big or small,
0:00:13 > 0:00:16I'll help you get the service you deserve.
0:00:16 > 0:00:20I'm getting the impression you don't want to answer any of the questions now. Is that correct?
0:00:20 > 0:00:22Whether it involves getting your money back...
0:00:22 > 0:00:26We've never had the phone so we're not going to pay for a phone we've not had.
0:00:26 > 0:00:29..or taking on your contract conundrums...
0:00:29 > 0:00:31If you book a holiday with that company,
0:00:31 > 0:00:34that company should be the one that you complain to.
0:00:34 > 0:00:36..I'm here to help.
0:00:38 > 0:00:43One of the benefits of buying from a big company is it's a name you can trust.
0:00:43 > 0:00:47But what happens if they break their promise to you?
0:00:47 > 0:00:50I feel quite angry that they've let us down, to be quite honest.
0:00:50 > 0:00:54And I help out a fitness fanatic whose gym left him reeling.
0:00:54 > 0:01:00I thought considering I was being investigated for a heart condition, there wouldn't be an issue.
0:01:00 > 0:01:03And I give you the lowdown on those tricky T&Cs.
0:01:04 > 0:01:08I'm taking on your consumer problems to make sure you don't get done.
0:01:12 > 0:01:16Television, internet and phone lines are the sort of items
0:01:16 > 0:01:19you would find in every single household in the UK,
0:01:19 > 0:01:22so it's little wonder there are vast amounts of companies
0:01:22 > 0:01:25offering entertainment and communication packages.
0:01:25 > 0:01:30But does this multi-billion-pound industry really offer the level of service that we expect?
0:01:33 > 0:01:36Well, not according to two families who have contacted me.
0:01:36 > 0:01:40Both went to Sky for their TV, phone and internet
0:01:40 > 0:01:44and both feel that the company hasn't delivered what it said they would.
0:01:44 > 0:01:49It was roughly three months from when we moved into the property
0:01:49 > 0:01:52and actually had the keys to actually having a phone line.
0:01:52 > 0:01:58I was a new customer. You would think they'd be bending over backwards for us and they haven't.
0:01:59 > 0:02:05Matthew and Jane Bramwell live in the seaside town of Skegness in Lincolnshire.
0:02:05 > 0:02:09Like many people, the couple had their TV, internet and phone with one company
0:02:09 > 0:02:12but had been thinking about changing providers
0:02:12 > 0:02:15when they got a knock at the door in October 2013.
0:02:17 > 0:02:19The rep came to our house and he says,
0:02:19 > 0:02:23"You're on the database as a good customer with good credit rating
0:02:23 > 0:02:28"and I've got this deal for you for a great Sky package."
0:02:28 > 0:02:32It seemed the door-to-door salesman had called at just the right time.
0:02:32 > 0:02:36I've never had Sky. It's always been a luxury for me.
0:02:36 > 0:02:41Now I'm in a better job, I started thinking, "Yeah, OK, I'll have Sky."
0:02:41 > 0:02:44The salesman sat down with the couple and explained
0:02:44 > 0:02:49that he could offer them a deal that included their broadband, their phone and a TV package
0:02:49 > 0:02:53for a very reasonable £31.75 a month.
0:02:53 > 0:02:59I felt that it was such a good deal that it was silly not to take it.
0:02:59 > 0:03:02The couple agreed there and then.
0:03:02 > 0:03:05There was going to be a one-off £5 initiation fee
0:03:05 > 0:03:07and the rep gave them a copy of the contract
0:03:07 > 0:03:10which detailed everything that they had signed up to.
0:03:10 > 0:03:16Inside the Sky rep put stars next to the package that we would receive.
0:03:16 > 0:03:19They were thrilled to have got such a great offer
0:03:19 > 0:03:22and within a couple of weeks everything had been installed
0:03:22 > 0:03:25and they were enjoying their new service.
0:03:25 > 0:03:29I had no issues with it. The internet was fine, the phone lines were working great.
0:03:29 > 0:03:32And there were other advantages to their new service.
0:03:32 > 0:03:37My wife had gone into a local department store with a Sky desk
0:03:37 > 0:03:42and they were offering Sky Movies for free for a month as a trial basis
0:03:42 > 0:03:47so we were like, "Yeah. We've now got Sky. We'll try Sky Movies for free."
0:03:48 > 0:03:50The free movies trial lasted for a month
0:03:50 > 0:03:55and it was when Matthew rang to cancel that things began to go wrong.
0:03:55 > 0:04:00Sky had said over the phone that there would be a payment of £108
0:04:00 > 0:04:03coming out of our back account.
0:04:03 > 0:04:07They said that Sky make you pay for a month and a half or two months in advance.
0:04:07 > 0:04:14I thought, "OK, fair enough, but £108? Considering I only pay £31.75 a month?"
0:04:14 > 0:04:18So cogs started turning and I thought something's not right here.
0:04:20 > 0:04:23Even with two and a half months' fees paid in advance,
0:04:23 > 0:04:27that was still over £30 more than they were expecting to shell out.
0:04:27 > 0:04:31So Matthew called Sky back and asked why his bill was so high.
0:04:31 > 0:04:35They said, "Because that's your contract."
0:04:35 > 0:04:39I went, "No, it's not. I've got my contract in front of me.
0:04:39 > 0:04:43"It says one-off payment of £5 then a monthly payment of 31.75."
0:04:43 > 0:04:47And they said, "I'm sorry but there's no such deal."
0:04:47 > 0:04:50I said, "Well, I've got the evidence in front of me.
0:04:50 > 0:04:53"I've got the contract. This is what I've signed for."
0:04:53 > 0:04:57Matthew was told that he had actually signed up to a contract
0:04:57 > 0:05:02with monthly payments of £58 which came as a nasty surprise to the couple.
0:05:02 > 0:05:06We could comfortably afford to pay £31.75 a month.
0:05:06 > 0:05:13That's why we signed up to it because that is what we could physically afford to pay out.
0:05:14 > 0:05:17But they couldn't afford to pay £58 per month,
0:05:17 > 0:05:22so after lots of toing and froing, they had no choice but to give Sky an ultimatum.
0:05:22 > 0:05:27I said, "Either give me the contract that I've signed and agreed for
0:05:27 > 0:05:31"or you come and send an engineer down and rip the Sky out."
0:05:31 > 0:05:35And they came down and ripped it out.
0:05:35 > 0:05:40The whole experience has left them feeling pretty bitter.
0:05:40 > 0:05:43I feel frustrated with Sky. I feel let down.
0:05:43 > 0:05:46I feel like they haven't kept to their end of the bargain.
0:05:46 > 0:05:51But Matthew and Jane are not the only disgruntled Sky customers who have been in touch with me.
0:05:51 > 0:05:55Alan Dukes from Stoke-on-Trent already had a Sky package
0:05:55 > 0:05:59including TV, phone and broadband
0:05:59 > 0:06:03but his troubles began when he moved into a new-build home.
0:06:03 > 0:06:06We rang Sky to enquire how easy it was going to be to move everything
0:06:06 > 0:06:10because we wanted to keep everything pretty much exactly the same.
0:06:10 > 0:06:15They turned round and said, "Yeah, that's really simple. Let us know the date of your move."
0:06:15 > 0:06:17So that was one thing Alan didn't have to worry about.
0:06:17 > 0:06:20Sky would have it covered for him.
0:06:20 > 0:06:23On the move day, the engineers all turned up.
0:06:23 > 0:06:27And the Sky TV was installed without a hitch,
0:06:27 > 0:06:30but there was a problem with the phone line and broadband.
0:06:30 > 0:06:31He turned round and said,
0:06:31 > 0:06:36"Look, the underground cable hasn't been put in so there's nothing we can do at the moment."
0:06:36 > 0:06:40It turned out that Alan's new-build house hadn't been connected to the network
0:06:40 > 0:06:43so the phone line and broadband couldn't be fitted.
0:06:43 > 0:06:48Sky told Alan that he wouldn't have to pay for the phone line or broadband services
0:06:48 > 0:06:50until the connection was sorted.
0:06:50 > 0:06:53They told him that they would work with Openreach,
0:06:53 > 0:06:56the division of BT which installs cables, to get the problem fixed.
0:06:56 > 0:07:02They couldn't give us any dates as to when it was going to be resolved
0:07:02 > 0:07:05because they were relying on a third party.
0:07:05 > 0:07:08All they could say was that it should be done within two weeks.
0:07:08 > 0:07:12But two weeks turned into two frustrating months
0:07:12 > 0:07:16during which Alan found himself on the phone to Sky on an almost daily basis.
0:07:16 > 0:07:19And because he was left without a landline,
0:07:19 > 0:07:24he ended up calling the 0844 number from his mobile at a considerable cost.
0:07:24 > 0:07:27Alan felt like he was getting nowhere.
0:07:27 > 0:07:28I was getting very stressed out.
0:07:28 > 0:07:31Every conversation I had with someone
0:07:31 > 0:07:35was contradicting the previous conversations that I had.
0:07:35 > 0:07:39Eventually enough was enough and Alan spoke to a manager
0:07:39 > 0:07:45and said he would like compensation for the costs and disruption he had incurred as a result of the delays.
0:07:45 > 0:07:49I was very clear about what I was looking for. I said to him,
0:07:49 > 0:07:54"This is what I will accept by way of compensation for the problems that you have put me through."
0:07:54 > 0:07:57Like a man after my own heart, Alan aimed high
0:07:57 > 0:08:01and gave them a list of requests including free Sky TV,
0:08:01 > 0:08:03half-price line rental
0:08:03 > 0:08:06and half-price broadband for a year. Good on you, Alan.
0:08:06 > 0:08:10The manager on the phone said, "That's not a problem. We can arrange that."
0:08:10 > 0:08:12And surprisingly, when Alan did the sums,
0:08:12 > 0:08:16the deal amounted to £1,255.
0:08:16 > 0:08:18It was one heck of an offer and no bad thing
0:08:18 > 0:08:22considering it was another month before the family's phone line was finally installed.
0:08:22 > 0:08:26But when Alan chased up the compensation, there was a problem.
0:08:26 > 0:08:31The manager said he was going to have a look into it and see what they could offer.
0:08:31 > 0:08:36I explained that the offer had already been made by a previous manager that I had dealt with.
0:08:36 > 0:08:39I explained that they had offered me the free Sky TV for a year,
0:08:39 > 0:08:42the half-price line rental, the half-price broadband.
0:08:42 > 0:08:45The manager I was speaking to said that there was no way
0:08:45 > 0:08:48he could offer that level of compensation.
0:08:48 > 0:08:50It seemed the company had done a U-turn
0:08:50 > 0:08:55and now the best they would offer was £350.
0:08:55 > 0:08:58Bearing in mind that 200 of that would only cover my phone calls,
0:08:58 > 0:09:01it was a real kick in the teeth.
0:09:02 > 0:09:07I'd agree. Alan felt his only option was to cash the £350 cheque
0:09:07 > 0:09:11but he remains unhappy that the company went back on its previous offer.
0:09:11 > 0:09:15I think it's absolutely appalling that a company of Sky's size
0:09:15 > 0:09:20can offer one of their customers something and then just take it back.
0:09:20 > 0:09:25I've got two unhappy families who were both offered great deals by Sky
0:09:25 > 0:09:28only for them not to happen.
0:09:28 > 0:09:30I need to get to the bottom of this.
0:09:31 > 0:09:36Sky is Britain's and Ireland's leading home entertainment and communications provider,
0:09:36 > 0:09:38serving almost 11 million homes.
0:09:40 > 0:09:43It's also a broadcaster which makes programmes,
0:09:43 > 0:09:46but we'll be talking to the part of the firm
0:09:46 > 0:09:49which supplies phone, TV and internet services.
0:09:49 > 0:09:50And I get straight onto them.
0:09:50 > 0:09:54I've sent an e-mail to Sky outlining each of the family's problems.
0:09:54 > 0:09:59Now I just need to wait and see what they have to say about both of the cases.
0:10:03 > 0:10:05INAUDIBLE
0:10:07 > 0:10:11It seems these days we have to sign a contract for just about everything
0:10:11 > 0:10:14- from mobile phones, gym membership, even childcare.
0:10:14 > 0:10:18But it is important to know what we're actually signing.
0:10:18 > 0:10:22Sometimes those T&Cs and small print can be a little bit confusing.
0:10:22 > 0:10:25And fortunately I know just the man to help navigate us through
0:10:25 > 0:10:29the choppy waters of contract law, a former head of Trading Standards.
0:10:29 > 0:10:33When you're entering into a contract where there are terms and conditions,
0:10:33 > 0:10:39don't do as most of us do and blithely tick the box
0:10:39 > 0:10:44or put your name to the document. Actually read them.
0:10:44 > 0:10:46Read the terms and conditions.
0:10:46 > 0:10:50That is tip number one, tip number two and tip number three.
0:10:51 > 0:10:53Very wise words indeed,
0:10:53 > 0:10:57and ones that a few more of us could do with taking on board.
0:10:57 > 0:11:00I tend to skip over terms and conditions
0:11:00 > 0:11:03because everything is speeded up and you want everything to go quickly.
0:11:03 > 0:11:06You tick the box because you can't be bothered to read it.
0:11:06 > 0:11:10It shouldn't be in small print. It should be in big print like everything else.
0:11:10 > 0:11:14Usually you think how can these terms and conditions ever really affect me anyway?
0:11:14 > 0:11:17But if you end up in a dispute with a company,
0:11:17 > 0:11:20failure to read the small print could come back and haunt you,
0:11:20 > 0:11:24especially if the contract you've signed isn't actually fair.
0:11:26 > 0:11:30There a number of areas that make a contract unfair.
0:11:30 > 0:11:36Sadly there are sectors of business that still produce contracts
0:11:36 > 0:11:40which are prejudicial to consumers' interest.
0:11:40 > 0:11:43I think understanding the terminology first of all.
0:11:43 > 0:11:46Do you actually understand what you're signing up for?
0:11:46 > 0:11:50Secondly, the size of the print, the font size.
0:11:50 > 0:11:54Are you able to read and understand the terms and conditions?
0:11:54 > 0:12:00Do they place unreasonable burdens on you as a consumer
0:12:00 > 0:12:02and exempt the trader?
0:12:06 > 0:12:07I've been contacted by John,
0:12:07 > 0:12:10who believes he's ended up with an unfair contract
0:12:10 > 0:12:13after buying some external French doors.
0:12:13 > 0:12:16The company states the doors must be treated before hanging them,
0:12:16 > 0:12:20yet they state any work carried out invalidates any returns.
0:12:20 > 0:12:23But further down, the contract states:
0:12:29 > 0:12:34Protected from sun and rain? Doesn't that defeat the object of external doors?
0:12:35 > 0:12:41The terms and conditions are a contradiction of terms and are unreasonable.
0:12:41 > 0:12:46No court faced with that problem would ever find in favour of the trader.
0:12:46 > 0:12:50I think the consumer should act reasonably.
0:12:50 > 0:12:57Draw the trader's attention to the nonsense of those terms and conditions,
0:12:57 > 0:13:03and strike them out and agree new terms and conditions with the trader.
0:13:03 > 0:13:06Changing the T&Cs? I bet you didn't know you could.
0:13:06 > 0:13:08Changes can be made to contracts.
0:13:08 > 0:13:13Revisions can be made and introduced into contracts that you've already entered into
0:13:13 > 0:13:18but of course you've got to prove that both sides have agreed to those changes.
0:13:18 > 0:13:21You need some written proof of that fact.
0:13:21 > 0:13:24Signed and dated is the most obvious example.
0:13:24 > 0:13:27There you go, John. Remember that next time you're buying doors.
0:13:28 > 0:13:33Now I've also heard from Carol who spent £2,000 on flooring for her conservatory
0:13:33 > 0:13:36which came with a 20-year guarantee.
0:13:36 > 0:13:37But soon after installation,
0:13:37 > 0:13:41her lightweight furniture started to scratch and mark the floor.
0:13:41 > 0:13:44Turns out the guarantee was based on manufacturing tests
0:13:44 > 0:13:48that had only lasted two hours, not 20 years.
0:13:48 > 0:13:53Oh, and the warranty excluded damage caused by footwear, furniture and cleaning. What?!
0:13:53 > 0:13:58In these circumstances it would appear that the trader almost acknowledges
0:13:58 > 0:14:04that there is an issue with the goods that he has supplied
0:14:04 > 0:14:09and acknowledges that the goods are not fit for the purpose
0:14:09 > 0:14:15and seems to continually provide some redress or compensation.
0:14:15 > 0:14:21It defies belief that they should continue to do this.
0:14:21 > 0:14:25In such circumstances, I think it's advisable
0:14:25 > 0:14:30for the consumer and the trader to enter into some form of mediation.
0:14:30 > 0:14:32What is an agreed outcome?
0:14:32 > 0:14:37What's an agreed form of redress in these circumstances?
0:14:37 > 0:14:39If you're in a situation like John or Carol,
0:14:39 > 0:14:42what can you do to dispute a contract?
0:14:42 > 0:14:45Where you consider a contract term to be unfair,
0:14:45 > 0:14:49in the first instance draw it to the attention of the person
0:14:49 > 0:14:53that you have contracted the goods or services from.
0:14:53 > 0:14:55See what they have to say.
0:14:55 > 0:15:00Make sure that you understand what the contract term actually means.
0:15:00 > 0:15:05Tell the person that you do not feel that that's a fair contract term.
0:15:05 > 0:15:09You may wish to continue with the provision of the goods or services
0:15:09 > 0:15:12but not subject to those terms and conditions.
0:15:12 > 0:15:16If you cannot achieve what you set out to do
0:15:16 > 0:15:18by rescinding the contract term,
0:15:18 > 0:15:25you should give notice to the trader and seek redress.
0:15:25 > 0:15:28Wise words from the contract king.
0:15:28 > 0:15:32Just remember, what you're signing is on paper, not cast in stone.
0:15:38 > 0:15:41Matthew and Jane Bramwell could barely believe it
0:15:41 > 0:15:43when a door-to-door salesman from Sky
0:15:43 > 0:15:48offered them TV, phone and internet for just £31.75 per month.
0:15:49 > 0:15:51The deal was really good.
0:15:51 > 0:15:56I would say I kept my calm and clarified with him three or four times
0:15:56 > 0:16:00if that was the correct price and that there were no hidden charges.
0:16:00 > 0:16:05But it turned out the deal they were offered really was too good to be true.
0:16:05 > 0:16:10I feel that they've let us down. I feel they haven't held their end of the bargain.
0:16:11 > 0:16:16Alan Dukes had to wait three months to have phone and internet installed
0:16:16 > 0:16:20and was told he could have products worth over £1,200 as compensation.
0:16:21 > 0:16:24When Sky cut that offer to £350,
0:16:24 > 0:16:26he wasn't going to take it lying down.
0:16:28 > 0:16:32I sent an e-mail of complaint over to the fix and learn team
0:16:32 > 0:16:35asking them to pass it on to the executive's office,
0:16:35 > 0:16:38knowing that that's the highest level it can go to.
0:16:38 > 0:16:41In both Alan, Matthew and Jane's cases,
0:16:41 > 0:16:45Sky has told them it won't honour the original offers.
0:16:45 > 0:16:49Sky have wasted no time at all and have sent me an e-mail saying
0:16:49 > 0:16:52they're looking into all the cases and information I've sent them.
0:16:52 > 0:16:57Hopefully they'll get back to me soon, then. Right.
0:17:00 > 0:17:02In the meantime, I'm heading to Ofcom
0:17:02 > 0:17:07which is the independent organisation regulating the UK communication industries.
0:17:09 > 0:17:12Although Ofcom doesn't deal with individual consumer complaints,
0:17:12 > 0:17:16they know everything there is to know about our rights as consumers
0:17:16 > 0:17:19when we buy phones, internet and TV services.
0:17:19 > 0:17:21So I'm keen to hear what Lynn Parker,
0:17:21 > 0:17:25their director of consumer protection, thinks about our cases.
0:17:25 > 0:17:28I've heard from some people who aren't very happy with Sky.
0:17:28 > 0:17:34One of the people I'm trying to help had an offer made over the phone from a representative at Sky,
0:17:34 > 0:17:36however later on they came back and said,
0:17:36 > 0:17:41"No, we're not going to honour that because he's not actually authorised to do so."
0:17:41 > 0:17:45But the agreement had been made verbally. Surely they have to honour that?
0:17:45 > 0:17:48It would depend on the type of things that were offered.
0:17:48 > 0:17:51If the sort of thing offered was by form of compensation,
0:17:51 > 0:17:54then it's not subject to contract law
0:17:54 > 0:17:58but there is still the right to have that honoured.
0:17:58 > 0:18:02And I agree, Lynn. But unfortunately for Alan, Sky hasn't done that
0:18:02 > 0:18:05and it's left him wondering where to turn.
0:18:05 > 0:18:09I would suggest that if you've been offered compensation that is then reneged upon,
0:18:09 > 0:18:12then go through the complaints procedure with the provider
0:18:12 > 0:18:16and if you don't get it resolved to your satisfaction after eight weeks,
0:18:16 > 0:18:19then you can go to the ombudsman and they will consider
0:18:19 > 0:18:22whether they think it was a binding compensatory offer.
0:18:22 > 0:18:25That's good to know and of course Matthew and Jane
0:18:25 > 0:18:28were also made an offer they thought was binding.
0:18:28 > 0:18:31He was visited by a door-to-door salesperson
0:18:31 > 0:18:34who gave him a very good deal. He was chuffed with it.
0:18:34 > 0:18:39Then Sky headquarters, when they saw the deal, "Ah, we won't do that."
0:18:39 > 0:18:41He'd got it in writing, he'd got a contract.
0:18:41 > 0:18:45They even took a £5 charge to initiate the process.
0:18:45 > 0:18:50If you do have an agreed contract, that contract should be honoured.
0:18:50 > 0:18:56It doesn't matter if it was done on the doorstep or over the telephone or in a shop.
0:18:56 > 0:18:58What's important is that if you've agreed to a contract
0:18:58 > 0:19:01and you've signed up to it, then you should have that deal honoured.
0:19:01 > 0:19:04Lynn, as always, lovely advice. Great to see you again.
0:19:04 > 0:19:08So if Matt and Jane's contract is a valid one, they are entitled to the deal.
0:19:10 > 0:19:13But the couple were given a special offer by the rep.
0:19:13 > 0:19:18Maybe it was just that - an offer and not a binding contract.
0:19:18 > 0:19:22Where it says "Your Sky package, Entertainment Extra+ Pack,"
0:19:22 > 0:19:26he's crossed out the price and put URN,
0:19:26 > 0:19:29which I believe stands for unique reference number.
0:19:29 > 0:19:34Further down it's put Sky broadband unlimited, £7.50.
0:19:34 > 0:19:37He's scrubbed that out and put URN.
0:19:37 > 0:19:40It seems this unique reference number was something the sales rep
0:19:40 > 0:19:43could use to show that he'd given them a special deal.
0:19:43 > 0:19:46But when the couple pointed this out to Sky,
0:19:46 > 0:19:50they seemed to distance themselves from what the rep had said.
0:19:50 > 0:19:52They said the rep who came to my door,
0:19:52 > 0:19:55they have nothing to do with them. You need to sort it out with him.
0:19:55 > 0:19:58Thankfully Matthew had a mobile number for the rep
0:19:58 > 0:20:02and left a message for him explaining the situation.
0:20:02 > 0:20:04Eventually he sent a message back saying,
0:20:04 > 0:20:07"Don't worry, Matt. I'll sort it for you."
0:20:07 > 0:20:10OK. The next day I rang Sky again,
0:20:10 > 0:20:16and they said they'd had no contact, no phone call or anything from any Sky rep.
0:20:16 > 0:20:21And Sky was adamant it couldn't offer what the rep had promised.
0:20:21 > 0:20:25I've got the evidence in front of me. I've got the contract.
0:20:25 > 0:20:30This is what I've signed for. They said, "No, there's no such deal."
0:20:30 > 0:20:35The point here is that Matthew and Jane were told by a representative of Sky
0:20:35 > 0:20:38that there WAS such a deal, so what we need to know
0:20:38 > 0:20:43is whether the contract the salesman left them with is legally binding.
0:20:43 > 0:20:47To find out, I've asked Matthew and Jane to go and see Tim Miller,
0:20:47 > 0:20:49a solicitor with over 30 years' experience.
0:20:49 > 0:20:51Have a seat, please.
0:20:52 > 0:20:56I understand, Matthew, that you're having some problems with Sky TV.
0:20:56 > 0:21:00That's right. We found out that they were actually
0:21:00 > 0:21:04taking more money out of my account than what I'd signed up for.
0:21:04 > 0:21:09So I rang up Sky and explained my contract,
0:21:09 > 0:21:11and they said they've never heard of such a deal.
0:21:11 > 0:21:15They said they don't understand what URN stands for
0:21:15 > 0:21:20and they can't honour the contract because they don't have such a deal.
0:21:20 > 0:21:24After explaining the situation, it's time to find out what Tim thinks.
0:21:25 > 0:21:30There are two types of contract, a written contract, which this is, or the oral contract.
0:21:30 > 0:21:32The advantage of a written contract like this
0:21:32 > 0:21:35is that the terms are set out in writing.
0:21:35 > 0:21:38So you've signed this. You've been asked to read it through carefully
0:21:38 > 0:21:40because that's what it states on the contract,
0:21:40 > 0:21:43and it says your ongoing commitment is 31.75 a month.
0:21:43 > 0:21:45You've relied on that representation
0:21:45 > 0:21:50and you've entered into that contract based on those representations.
0:21:50 > 0:21:54As you no doubt would say, if you'd been told it would be £108 a month, you would have said,
0:21:54 > 0:21:58"I don't want to pay that amount for this type of entertainment. It's too much."
0:21:58 > 0:22:01You would not have entered into the contract.
0:22:01 > 0:22:05Mm. This sounds pretty promising so let's cut to the chase.
0:22:05 > 0:22:07Is that a valid contract?
0:22:07 > 0:22:09Yes, it's a contract entered into by Sky.
0:22:09 > 0:22:12They have an agent who may be employed by them or self-employed,
0:22:12 > 0:22:15and he's asked you to sign it. You've signed it.
0:22:15 > 0:22:19They are contractually bound to provide you this package at this price.
0:22:19 > 0:22:22That's why they should provide you with that package.
0:22:22 > 0:22:27So you're entitled to have this 12 month package at 31.75 a month.
0:22:27 > 0:22:28Simple as that.
0:22:28 > 0:22:31Tim, that's really helpful. That's really cleared it up.
0:22:31 > 0:22:33- Thank you.- My pleasure. Nice to meet you.
0:22:33 > 0:22:36Whether Sky would normally have offered this deal or not,
0:22:36 > 0:22:39they made a legally binding agreement with Matthew and Jane
0:22:39 > 0:22:41and they should have honoured it.
0:22:41 > 0:22:44Sky has been in touch with my team
0:22:44 > 0:22:47and it's clear they are taking these cases very seriously.
0:22:47 > 0:22:50They want to do the right thing by both sets of customers
0:22:50 > 0:22:52and I'm confident they will.
0:22:52 > 0:22:55There are still plenty of things I'd like answers to.
0:22:55 > 0:22:57Time to call the lady at Sky.
0:22:57 > 0:23:01I've left a message on her landline. She wasn't there,
0:23:01 > 0:23:03so I'm going to call her mobie.
0:23:03 > 0:23:06There's been plenty of e-mail correspondence between us
0:23:06 > 0:23:09but it doesn't look like I'll be catching her today.
0:23:09 > 0:23:11Hi, it's Dominic from Don't Get Done Get Dom.
0:23:11 > 0:23:13I've left a message on your landline.
0:23:13 > 0:23:17I was hoping to speak to you about the cases which I think you're familiar with.
0:23:17 > 0:23:19I look forward to speaking to you. Bye-bye.
0:23:19 > 0:23:22I follow up my call with another e-mail
0:23:22 > 0:23:24and I ask whether someone from Sky
0:23:24 > 0:23:27would be prepared to meet me for a face-to-face chat.
0:23:27 > 0:23:31I'd love to hear why in Alan, Matthew and Jane's cases,
0:23:31 > 0:23:34they have given with one hand but taken away with the other.
0:23:36 > 0:23:40But Alan's case is more about the compensation he didn't receive.
0:23:40 > 0:23:43He had to wait for three months to be connected to a phone line.
0:23:45 > 0:23:49They couldn't give us any dates as to when it was going to be resolved.
0:23:49 > 0:23:53All they could say was they were going to raise the job
0:23:53 > 0:23:56and it should be done within two weeks.
0:23:56 > 0:23:58Alan's problem was that there was no cable
0:23:58 > 0:24:00connecting his home to the network.
0:24:00 > 0:24:02As the property is a new-build,
0:24:02 > 0:24:05it's not clear why the phone line wasn't installed in the first place.
0:24:05 > 0:24:08But as the service provider, it's Sky's responsibility to
0:24:08 > 0:24:13arrange it to be fitted by Openreach, the company which provides
0:24:13 > 0:24:16and maintains the vast network of cables that carry phone
0:24:16 > 0:24:18and internet services to our homes.
0:24:18 > 0:24:22Sky told Alan his new line would be fitted underground.
0:24:22 > 0:24:25Yet all his neighbours had overhead cables.
0:24:28 > 0:24:31As you can see, virtually every single house all the way up
0:24:31 > 0:24:34to here is fed off this pole.
0:24:34 > 0:24:37Hoping it would be mean a faster installation,
0:24:37 > 0:24:41Alan repeatedly asked if he could have his cables fitted overhead.
0:24:41 > 0:24:45Every time I spoke to Sky asking them to get it done that way, they were just saying it's
0:24:45 > 0:24:47not possible to get it done.
0:24:47 > 0:24:50It's quite obviously possible to get it done from everyone else who had it done.
0:24:50 > 0:24:53And it took weeks for Alan's request to be granted.
0:24:53 > 0:24:57Eventually I got copied into an e-mail from BT Openreach to
0:24:57 > 0:25:01a team within Sky called the Fix
0:25:01 > 0:25:06and Learn team. It was an eViper reference number, which means
0:25:06 > 0:25:10it had been escalated to the top level within BT.
0:25:10 > 0:25:16I instantly rang Sky and she said, "Leave it with me for 24 hours and I'll come back to you."
0:25:16 > 0:25:19She stuck to her word. Within 24 hours she had come back to me
0:25:19 > 0:25:23and said, "You will have your phone line fitted within 48 hours,"
0:25:23 > 0:25:28and it actually got fitted within 48 hours.
0:25:28 > 0:25:30Finally, he had his phone line connected through an overhead
0:25:30 > 0:25:33cable, just like he'd asked for in the first place.
0:25:33 > 0:25:37Now, I asked Sky if they would consider meeting me to talk about
0:25:37 > 0:25:42the problems experienced by Alan and Matthew and Jane and guess what...
0:25:42 > 0:25:47They've only gone and said yes. I've been waiting a long time for this, so let's see what happens
0:25:47 > 0:25:53I've come to meet Danielle Macleod, Sky's Director of Service Operations.
0:25:53 > 0:25:56Danielle, I'll start off with a big thank you for agreeing to meet me.
0:25:56 > 0:25:57I very much appreciate that.
0:25:57 > 0:26:00Let's start off with Matthew Bramwell - what happened?
0:26:00 > 0:26:03Dom, before we start I just think that it's really
0:26:03 > 0:26:07important for me to firstly say sorry. With these cases we haven't
0:26:07 > 0:26:10done the right thing by our customers and we're sorry for that.
0:26:10 > 0:26:14OK, apologies are great, now what actually went wrong?
0:26:14 > 0:26:18In Matthew's case this started with a really simple clerical error.
0:26:18 > 0:26:21Our sales agent forgot to put a unique
0:26:21 > 0:26:24number into our systems, which meant that the offer that Matthew
0:26:24 > 0:26:27was looking for didn't come through to our systems.
0:26:27 > 0:26:32After that, Dom, I must be honest, I was as baffled as you when I looked at the case.
0:26:32 > 0:26:35This is not how we would normally deal with these circumstances.
0:26:35 > 0:26:38I would have hoped in these circumstances we would honour the offer.
0:26:38 > 0:26:42'This unique reference number is obviously important to them,
0:26:42 > 0:26:44'so I want to make sure I know what it is.'
0:26:44 > 0:26:48When an offer is given, it's given a code and for that offer to be
0:26:48 > 0:26:51initiated that code has to go into a system, is that correct?
0:26:51 > 0:26:53- That's correct.- In layman's terms. Obviously it's a lot more
0:26:53 > 0:26:56complicated than that and you're saying that the code that was
0:26:56 > 0:26:59given that didn't work, is that right? It should have been given?
0:26:59 > 0:27:02So the offer was legitimate,
0:27:02 > 0:27:06the sales advisor put the wrong code into the system, and therefore,
0:27:06 > 0:27:09when it got through to the contact centres, it didn't marry up
0:27:09 > 0:27:11with the offer that Matthew thought he'd been given.
0:27:11 > 0:27:14We have a variety of different offers that work for our customers
0:27:14 > 0:27:17and in Matthew's case, the code that went in for him
0:27:17 > 0:27:21didn't show any offer at all, so he ended up being charged as a full contract.
0:27:21 > 0:27:25'I want to know why Matthew's contract wasn't honoured
0:27:25 > 0:27:27'when he explained he had been put on the wrong tariff.'
0:27:27 > 0:27:30Honestly, we have human beings who work for us
0:27:30 > 0:27:33and they make mistakes, and in this scenario
0:27:33 > 0:27:37our advisors are allowed to use their own judgment.
0:27:37 > 0:27:41Listening to the call, it seemed to me that person wasn't quite sure what to do.
0:27:41 > 0:27:45You're probably aware of this but you should have honoured it
0:27:45 > 0:27:47legally as well as morally, would you agree?
0:27:47 > 0:27:50Absolutely, but for me, this is as much to do about commitment as well as contract.
0:27:50 > 0:27:53For me, once we've made a commitment to our customers,
0:27:53 > 0:27:55we need to do everything we can to honour that.
0:27:55 > 0:27:59'Danielle has put her hands up and agrees that they did the wrong thing and should have
0:27:59 > 0:28:03'honoured Matt and Jane's contract, but that's not all I want to find out.'
0:28:03 > 0:28:06Alan Dukes, what happened?
0:28:06 > 0:28:11Dom, that phone line took far longer to install than any of us would
0:28:11 > 0:28:16have thought was reasonable. I completely understand Alan's frustrations
0:28:16 > 0:28:19and I'm really sorry for the inconvenience that was caused to him.
0:28:19 > 0:28:23When we got to his property, our engineer was really
0:28:23 > 0:28:26surprised that in a new development nobody had laid any cables
0:28:26 > 0:28:30and we needed to instruct BT Openreach to lay those cables into
0:28:30 > 0:28:34the property so that we could put his phone and internet on. That
0:28:34 > 0:28:38took far longer than any of us would have liked, it wasn't good enough.
0:28:38 > 0:28:39Whose fault is it?
0:28:39 > 0:28:44So we worked really hard to work with BT Openreach to try to
0:28:44 > 0:28:46get the timescales through faster. We just weren't
0:28:46 > 0:28:49successful in this instance and it wasn't good enough.
0:28:49 > 0:28:51Openreach has told us that it
0:28:51 > 0:28:54tries to serve customers via underground ducting where
0:28:54 > 0:28:57available but...
0:29:01 > 0:29:03And it seems in this case there was no ducting,
0:29:03 > 0:29:06and if so, this would have meant complex engineering to resolve.
0:29:06 > 0:29:11But for Alan, the installation delay wasn't the only problem.
0:29:11 > 0:29:13What happened with the compensation?
0:29:13 > 0:29:19So our advisor that Alan spoke to
0:29:19 > 0:29:22rightly made an offer an offer of compensation.
0:29:22 > 0:29:27They made an unauthorised offer that was far over and above what
0:29:27 > 0:29:29we would normally offer in loss of service circumstances.
0:29:29 > 0:29:33We wanted to do the right thing by Mr Dukes,
0:29:33 > 0:29:35so we had a lengthy conversation with him
0:29:35 > 0:29:37to discuss what we believed would be a reasonable offer.
0:29:37 > 0:29:40This was less than what he was originally offered.
0:29:40 > 0:29:43It was, yes, and we came to an agreement.
0:29:43 > 0:29:46We believed that he was happy with that agreement, we sent him
0:29:46 > 0:29:51a cheque which he cashed. We believed he was happy, clearly he wasn't.
0:29:51 > 0:29:54In Alan's case, I don't think he would be upset for me to say,
0:29:54 > 0:29:57when he was unhappy with the service,
0:29:57 > 0:30:00he asked you for compensation, and I think to a certain degree,
0:30:00 > 0:30:02you were happy to give him some compensation.
0:30:02 > 0:30:06I don't doubt Alan pushed his luck, as a lot of people would do.
0:30:06 > 0:30:11But what he asked your advisor for was something, give or take, around £1,200-odd.
0:30:11 > 0:30:13- It was a huge amount, wasn't it? - It was.
0:30:13 > 0:30:15You're saying under
0:30:15 > 0:30:18normal circumstances he wouldn't have got it. I'm going to give
0:30:18 > 0:30:21you that one because I wouldn't have given it in your shoes, either.
0:30:21 > 0:30:25But the problem lies herein. Your advisor said yes.
0:30:28 > 0:30:30Surely at that point you
0:30:30 > 0:30:34should have honoured it and realised this was your problem, not Alan's.
0:30:36 > 0:30:40I agree with you. I think when we make a commitment to our customers we need to see it through.
0:30:40 > 0:30:44So why didn't you, like a big boy, take it on the chin and say,
0:30:44 > 0:30:49"Right, this member of staff..." who, don't forget, is trained and employed by Sky,
0:30:49 > 0:30:54made an offer he wasn't able to honour and therefore we're
0:30:54 > 0:30:58going to take this one on the chin and send him off and retrain him.
0:30:58 > 0:31:02Do you know what, Dom, I think that's exactly what we should have done.
0:31:02 > 0:31:05It seems Sky want to play ball and is admitting it was wrong
0:31:05 > 0:31:09but what is going to stop this from happening in the future?
0:31:09 > 0:31:12I can't possibly say to you that sometimes our people won't make mistakes.
0:31:12 > 0:31:15What I can promise you is that I personally will never rest
0:31:15 > 0:31:18until we get everything right for our customers.
0:31:18 > 0:31:20Otherwise you'll have me on the phone, won't you?
0:31:20 > 0:31:21Hopefully not!
0:31:21 > 0:31:25- Danielle, I like you, you're ever so nice. Thanks for coming down again. - Thank you.
0:31:28 > 0:31:31It's a rarity in my line of work for a company to come in, meet me
0:31:31 > 0:31:33face-to-face, be big enough
0:31:33 > 0:31:37and bold enough to say, "You know what, Dom, we got it wrong and we're
0:31:37 > 0:31:41"going to put it right." My message to you at Sky is "Good on you."
0:31:46 > 0:31:50We all know how important a work-out at your local gym is for you.
0:31:50 > 0:31:55But trust me, we are inundated with complaints about membership contracts, especially
0:31:55 > 0:32:02when you want to cancel one, as we found out from one of many fitness fanatics.
0:32:02 > 0:32:05Paul Hazell from London is crazy about keeping in shape.
0:32:05 > 0:32:09I've worked as a personal trainer for many years. Usually I'm
0:32:09 > 0:32:12a very, very fit person. I've run the marathon twice. I'm also
0:32:12 > 0:32:15interested in wrestling, body building, football.
0:32:15 > 0:32:17Keeping fit is very important to me.
0:32:17 > 0:32:22Paul was a member of Fitness First but in February 2012 his branch
0:32:22 > 0:32:25closed down so he moved to another one nearby.
0:32:25 > 0:32:28It was local to me and a lot of my friends trained there.
0:32:28 > 0:32:31It had pretty much everything in there that I needed.
0:32:33 > 0:32:36Paul signed up to a one-year contract at the gym
0:32:36 > 0:32:41for £50.95 per month, and for seven months everything was hunky dory.
0:32:41 > 0:32:44But then Paul's life took an unexpected turn.
0:32:46 > 0:32:49I was out for Sunday dinner with my fiance at the time
0:32:49 > 0:32:52and I felt a little unwell after it. I crossed the road
0:32:52 > 0:32:55and suddenly I was getting chest pains, shortness of breath.
0:32:55 > 0:32:59I called 999. The paramedics turned up, they took me to the
0:32:59 > 0:33:04hospital. They ran all the usual tests - blood tests, ECGs, X-rays.
0:33:04 > 0:33:10After 12 hours, I was given the all-clear and told it was probably a one-off event and I was sent home.
0:33:12 > 0:33:14But unfortunately it wasn't.
0:33:14 > 0:33:16Paul soon suffered further episodes
0:33:16 > 0:33:19and while doctors tried to get to the bottom of what was wrong,
0:33:19 > 0:33:22he was signed off work and told to take it easy.
0:33:23 > 0:33:26They advised me not to do any physical activities
0:33:26 > 0:33:28until I'd got it sorted out.
0:33:30 > 0:33:31One thing was for sure,
0:33:31 > 0:33:34Paul wouldn't be going to the gym any time soon.
0:33:34 > 0:33:36Trouble was, he was committed to Fitness First for a year
0:33:36 > 0:33:39and still had four months left to run on his contract.
0:33:39 > 0:33:43It was something he hadn't really thought about when he'd signed up.
0:33:43 > 0:33:47I always read my terms and conditions and the small print, and at the time I was fit and healthy
0:33:47 > 0:33:51so although I probably read all the terms and conditions about health
0:33:51 > 0:33:53and stuff, I probably wasn't as worried about that
0:33:53 > 0:33:56because my health was very good at the time.
0:33:56 > 0:33:57Fortunately though Paul was in luck.
0:33:57 > 0:34:01The Fitness First small print made it clear that he could
0:34:01 > 0:34:03cancel his membership if genuine
0:34:03 > 0:34:07and relevant health issues prevented him from attending the gym.
0:34:07 > 0:34:10When I went to see the manager of my local branch,
0:34:10 > 0:34:12I explained what was going on and I took relevant paperwork
0:34:12 > 0:34:17and then I was told that I would need to send that off and speak to the head of
0:34:17 > 0:34:19Fitness First because they couldn't deal with it there.
0:34:19 > 0:34:23Paul e-mailed head office and was then told he would have to
0:34:23 > 0:34:27post them documents from his doctors explaining his condition.
0:34:27 > 0:34:31I sent the documents in good faith at cost to myself
0:34:31 > 0:34:33because at the end of the day I knew they needed proof
0:34:33 > 0:34:38and I was hoping with the information they had, it would back up everything that I was telling them
0:34:38 > 0:34:43And it did. In January 2013, Fitness First told Paul
0:34:43 > 0:34:45they would freeze his account and refund him
0:34:45 > 0:34:50the £101.90 he had paid for November and December 2012.
0:34:50 > 0:34:56Paul thought that was that, but in May 2013 he got a nasty surprise.
0:34:56 > 0:34:59I noticed when I got a printout of my balance that there was two
0:34:59 > 0:35:05payments taken out of 50.95. They were both from Fitness First.
0:35:05 > 0:35:08Paul had assumed that his Fitness First contract had ended,
0:35:08 > 0:35:11but in fact his account had just been temporarily frozen
0:35:11 > 0:35:13and was now active again.
0:35:13 > 0:35:16I was under the impression that I was getting a full cancellation.
0:35:16 > 0:35:18The freeze was mentioned, but I told them that
0:35:18 > 0:35:22because of what was going on, I would like a cancellation.
0:35:23 > 0:35:27In e-mails and letters, Fitness First had told Paul the account was
0:35:27 > 0:35:30going to be frozen until the end of March.
0:35:30 > 0:35:32He'd failed to contact them before this date
0:35:32 > 0:35:34and so further payments had been taken.
0:35:34 > 0:35:38Again he tried to cancel but as his original doctor's notes were
0:35:38 > 0:35:42now out of date, Fitness First needed further medical evidence.
0:35:42 > 0:35:46Although it was stating everything that was there
0:35:46 > 0:35:47and they were saying to me
0:35:47 > 0:35:50that I would need to sign one of their medical certificates.
0:35:50 > 0:35:55Paul agreed but felt he had given them ample proof of his illness.
0:35:55 > 0:35:58In the terms of the contract, it said if there was a genuine
0:35:58 > 0:36:02and relevant reason for cancelling that contract it can be cancelled.
0:36:02 > 0:36:06Clearly this gym member was very poorly, was feeling dizzy,
0:36:06 > 0:36:09had chest pains, wasn't able to continue to exercise,
0:36:09 > 0:36:12and produced a doctor's note to prove that.
0:36:12 > 0:36:16So, within the terms of this contract, they should have been able to cancel.
0:36:16 > 0:36:19Paul sent over the forms and waited to hear back.
0:36:19 > 0:36:22The response that I got from Fitness First was a final e-mail
0:36:22 > 0:36:24telling me that I was not getting my money back.
0:36:24 > 0:36:28From my understanding, the contract was then cancelled.
0:36:28 > 0:36:31But, sadly, that wasn't the end of it.
0:36:31 > 0:36:34After three months of not hearing nothing from Fitness First,
0:36:34 > 0:36:36suddenly I get contacted by them, telling me
0:36:36 > 0:36:39that I'm outstanding and I owe them money.
0:36:39 > 0:36:41The letter stated that
0:36:41 > 0:36:44if I did not pay that money within a certain period of time
0:36:44 > 0:36:48that they would get in contact with a debt-collecting agency.
0:36:48 > 0:36:51Incredibly, Paul's contract still hadn't been cancelled
0:36:51 > 0:36:56and Fitness First now believed he owed them three months' worth of fees.
0:36:56 > 0:36:59Exasperated by everything that had happened, Paul turned to yours
0:36:59 > 0:37:02truly and so I contacted Fitness First to see
0:37:02 > 0:37:06if I could help resolve this once and for all.
0:37:06 > 0:37:09They have come back to me and told me that the account is now
0:37:09 > 0:37:12definitely cancelled and that any arrears have been written off -
0:37:12 > 0:37:16good news - but what about the two months' worth of fees Paul's charged with?
0:37:16 > 0:37:20Well, Fitness First have written to him.
0:37:20 > 0:37:24"Dear Mr Hazel, Please find enclosed a cheque for £101.90
0:37:24 > 0:37:26"relating to the refund due.
0:37:26 > 0:37:31"We apologise for this issue and any inconvenience caused. Best wishes."
0:37:31 > 0:37:34It's taken a while but Paul can now finally
0:37:34 > 0:37:36but his gym troubles behind him.
0:37:36 > 0:37:40I'm kind of happy that I got a refund on the two months.
0:37:40 > 0:37:44It's quite nice to know when I put this in my account that I'm
0:37:44 > 0:37:46finally going to get the money back.
0:37:46 > 0:37:48I didn't think I was ever going to get this
0:37:48 > 0:37:51so it's a little bit of a victory.
0:38:15 > 0:38:19I've been helping two families who both feel let down by Sky.
0:38:19 > 0:38:22They were both promised deals, only to be told that Sky wasn't
0:38:22 > 0:38:23going to honour them.
0:38:23 > 0:38:25I felt quite cheated, to be honest,
0:38:25 > 0:38:28because we had taken this in good faith.
0:38:28 > 0:38:32In my opinion, it's the wrong way to do business.
0:38:32 > 0:38:35If you want to run a successful business, you put
0:38:35 > 0:38:37the customer at the heart of your business, you don't turn round
0:38:37 > 0:38:40and say, "We aren't interested in what you're saying."
0:38:40 > 0:38:44Now, although I have two very unhappy customers,
0:38:44 > 0:38:47I have a funny feeling that's about to change,
0:38:47 > 0:38:50because Sky have admitted to me, face-to-face, where they went wrong
0:38:50 > 0:38:55and what they'll do to try to fix things, which is good news in anyone's book.
0:38:55 > 0:38:57And I'm not the only who's pleased.
0:38:57 > 0:39:00Let's start with Alan, who had to wait
0:39:00 > 0:39:03three months for a phone line and then had
0:39:03 > 0:39:09an offer of compensation worth £1,200 reduced to one worth £350.
0:39:09 > 0:39:13Well, since I got on the case an executive from Sky has been in touch.
0:39:13 > 0:39:17I've had a phone call, they basically said
0:39:17 > 0:39:21that I can either have a cheque for the full amount of compensation or
0:39:21 > 0:39:25they can give me the free Sky that was originally offered to me.
0:39:25 > 0:39:29They've also offered to add another £100 on there
0:39:29 > 0:39:31by the way of a gesture of goodwill.
0:39:31 > 0:39:35Gordon Bennett, that is quite a good result. Alan has gladly accepted
0:39:35 > 0:39:39a cheque for a total of £1,355, which is in addition to
0:39:39 > 0:39:42the compensation he'd already received.
0:39:42 > 0:39:45I've got to say, hats off to Sky for honouring the original
0:39:45 > 0:39:48and extremely generous offer.
0:39:48 > 0:39:51I am grateful to Sky. It's taken a lot longer than it should have
0:39:51 > 0:39:55done but they've finally made good on the promise, which, at the end
0:39:55 > 0:39:58of the day is all I wanted from the beginning of all of this.
0:39:58 > 0:40:01I agree, Alan, and a promise is a promise so I'm glad I was able to help.
0:40:01 > 0:40:06If I could pass a message on to Dom it would be a massive thank you.
0:40:06 > 0:40:08Really, really happy that you got involved
0:40:08 > 0:40:12and I'm really glad you managed to sort this out, thank you very much.
0:40:12 > 0:40:14That's one happy customer.
0:40:14 > 0:40:17But what about Matthew and Jane, who were offered a Sky
0:40:17 > 0:40:21package for a monthly price that really seemed too good to be true?
0:40:21 > 0:40:25Well, I have news for them too, so I've made my way up to sunny Skegness.
0:40:25 > 0:40:29- Come in!- Thanks very much.
0:40:29 > 0:40:32'Understandably, Matthew and Jane are still not best pleased with
0:40:32 > 0:40:35'the way that they have been treated by Sky.'
0:40:35 > 0:40:38If I asked you right now how you feel about Sky, what would you say?
0:40:38 > 0:40:41If they just held their hands up and said, "Yeah, we made a mistake,"
0:40:41 > 0:40:44I'd be happy with that. I think the customer service skills
0:40:44 > 0:40:48- have gone out of the window.- Really disappointed, really let down.
0:40:48 > 0:40:53It caused us a lot of grief and heartache, really, so I'm not best pleased.
0:40:53 > 0:40:56No, and I think you are quite right to feel like that
0:40:56 > 0:40:59about them. When I looked at what happened, I've got to be honest,
0:40:59 > 0:41:04I was actually quite shocked. You had a contract there,
0:41:04 > 0:41:08signed by you, signed by the sales rep,
0:41:08 > 0:41:12with each and every box you'd selected ticked, with the price
0:41:12 > 0:41:18at the bottom, £31.75, whatever it was. How can they argue about that?
0:41:18 > 0:41:21Well, they have...quite strongly.
0:41:21 > 0:41:24'Well, the arguing is over now because Sky has given me
0:41:24 > 0:41:27'an offer to pass onto Matthew and Jane.'
0:41:27 > 0:41:29How would you feel
0:41:29 > 0:41:33if I said that they are offering you £100 worth of vouchers?
0:41:33 > 0:41:37- And give me your honest answers. - Is that for their products, or...?
0:41:37 > 0:41:42- No, it's for a high street store. - I don't know, what do you think? I have no idea.
0:41:42 > 0:41:44Tell me honestly, what do you think?
0:41:44 > 0:41:48At the end of the day, I didn't come to you to try
0:41:48 > 0:41:52and fleece money out of the company. As a goodwill gesture,
0:41:52 > 0:41:56- I think that will be a reasonable sum.- So you would be happy to put it to bed and accept that?
0:41:56 > 0:41:58- Yeah.- Yeah.- OK.
0:41:58 > 0:42:01Hang on a sec. How would you feel if they also
0:42:01 > 0:42:04said they are going to honour the package you signed up for
0:42:04 > 0:42:08for 12 months, which you can start any time you want,
0:42:08 > 0:42:13- as well as the vouchers?- Definitely. - Definitely.- You feel happy with that?
0:42:13 > 0:42:16Yeah, that's all we wanted in the first place.
0:42:16 > 0:42:19Well, that's what they are going to do. You're happy...
0:42:19 > 0:42:20Yeah, I'm happy. Thank you so much.
0:42:20 > 0:42:22My job's done,
0:42:22 > 0:42:25and I hope they've learnt a lesson from this.
0:42:25 > 0:42:27Yeah, definitely.
0:42:27 > 0:42:31Because all these big companies need to keep hold of their good customers.
0:42:31 > 0:42:34Right, I'm off to the big smoke. I like Skegness,
0:42:34 > 0:42:37- but I miss the big smoke. - Thanks ever so much.
0:42:37 > 0:42:39Who's going to show me out?
0:42:39 > 0:42:41- I'll take you out.- Lead the way.
0:42:41 > 0:42:44Thanks ever so much. Cheers, bye.
0:42:44 > 0:42:48Finally it seems everyone is happy and I think that's my job done.
0:42:48 > 0:42:53To get £100 vouchers and the contract that
0:42:53 > 0:42:59I signed for to begin with is amazing. Really, really happy.
0:42:59 > 0:43:03- So, thank you.- Yeah, good job, Dom.
0:43:05 > 0:43:09You know, I get a lot of satisfaction sorting out people's problems
0:43:09 > 0:43:12but there is a moral to this story and that is it should
0:43:12 > 0:43:15never have happened in the first place, Sky.