Worst Customer Service Ever

[Anonymous User]

Hi,

Tried chat, but left hanging and then cut off.

Tried email twice, no reply.

Tried complaints form on the website, no reply.

Basically the worst company I've ever had to deal with in the UK. 

Email.................

Hi Abhijeeth,

 You did not come back to me so the Chat ended without resolution.

 Chat............................

Krishna (08/11/2018, 10:44:11): Thanks for contacting NOW TV, you are talking to Krishna. How can I help?

null (08/11/2018, 10:44:19): Hi,

Krishna (08/11/2018, 10:44:34): Hi there Stephen.

null (08/11/2018, 10:44:56): You recently started billing me monthly. I signed up to a yearly payment option

null (08/11/2018, 10:45:10): £99

Krishna (08/11/2018, 10:45:27): Thank you for confirming that, my sincere apology for this hassle.

Krishna (08/11/2018, 10:45:43): be rest assured I will certainly try my best to help you sort this out.

Krishna (08/11/2018, 10:46:02): Can you confirm the date and the amount you charged?

null (08/11/2018, 10:46:46): order ref 451M78829731

Krishna (08/11/2018, 10:46:57): Thank you.

null (08/11/2018, 10:47:35): 01 Nov 2017sorry wrong info

Krishna (08/11/2018, 10:47:49): Stephen I hope you are aware that NOW TV works on auto renew basis?

null (08/11/2018, 10:47:55): 451M78829193

Krishna (08/11/2018, 10:48:07): Thank you.

null (08/11/2018, 10:48:11): 01 Nov 2017 £99

null (08/11/2018, 10:48:17): auto renew is fine

Krishna (08/11/2018, 10:48:36): I see that you had taken the £99 offer on 01/11/2017

null (08/11/2018, 10:48:43): yes

Krishna (08/11/2018, 10:48:57): Which ran out on 30/10/2018

Krishna (08/11/2018, 10:49:14): The passes got renewed on 01/11/2018

Krishna (08/11/2018, 10:49:37): And you got charged £9.99 for Sky Cinema Month Pass and £7.99 for NOW TV Entertainment Month Pass.

null (08/11/2018, 10:50:14): nothing during the sign up process stated the price would change after 1 year

null (08/11/2018, 10:50:52): I expected to be charged £99 again

Krishna (08/11/2018, 10:51:02): That was one time offer Stephen.

null (08/11/2018, 10:51:28): not according to the website when I signed up

Krishna (08/11/2018, 10:52:09): Oh I see, did it said that will get renewed and you will be charged £99 for next year?

null (08/11/2018, 10:52:49): I assume so otherwise I would not have sign up

Krishna (08/11/2018, 10:53:25): I'm sorry but that was one time offer, do you wish to keep the passes?

null (08/11/2018, 10:54:27): You entered into a contract therefore I except you to honour the contract

null (08/11/2018, 10:55:27): nothing during the sign up process mentioned a one-time offer. A one-time offer of £99 per year perhaps.

Krishna (08/11/2018, 10:56:43): Do you have a confirmation email that we sent you about this offer?

null (08/11/2018, 10:56:53): yes

Krishna (08/11/2018, 10:56:59): Lovely.

Krishna (08/11/2018, 10:57:34): I will send you an email can you help me with screenshot of the confirmation email please?

null (08/11/2018, 10:58:17): if you send me your email address I can forward the email to you?

Krishna (08/11/2018, 10:58:29): Thank you.

Krishna (08/11/2018, 10:58:36): I have sent the test email.

Krishna (08/11/2018, 10:58:39): please check.

null (08/11/2018, 11:01:17): got email, but can't work out how to forward, will do a screen shot

Krishna (08/11/2018, 11:01:58): The reply button isn't working?

null (08/11/2018, 11:03:19): I've replied to your email with the screenshot

Krishna (08/11/2018, 11:03:43): Tank you I appreciate that.

Krishna (08/11/2018, 11:03:47): thank*

null (08/11/2018, 11:04:36): I don't mind paying £99 but otherwise its to expensive for what it is

Krishna (08/11/2018, 11:04:59): Thank you for the screenshot.

Krishna (08/11/2018, 11:05:20): In this case, I have help you with another offer .

Krishna (08/11/2018, 11:05:47): £3.49 per month for next four months for Entertainment pass.

Krishna (08/11/2018, 11:05:58): £4.99 for 4 month for Cinema pass.

Krishna (08/11/2018, 11:06:06): £4.99 per month.

null (08/11/2018, 11:06:58): No thanks. I want to stick with the contract

null (08/11/2018, 11:07:38): Can you escalate this to your legal department please?

Krishna (08/11/2018, 11:07:44): I'm sorry NOW TV no contract, any dip in dip out service.

null (08/11/2018, 11:08:34): I mean the original contract I signed up to.

null (08/11/2018, 11:09:05): Can you escalate this to your legal department please?

Krishna (08/11/2018, 11:09:13): It was a £999 offer Stephen.

Krishna (08/11/2018, 11:09:37): £99*

null (08/11/2018, 11:10:01): I don't under stand?

null (08/11/2018, 11:11:01): I'm happy to renew at £99 per year

Krishna (08/11/2018, 11:11:21): The offer you had was one time offer Stephen, if the offer was currently available I would have helped you with it right away.

Krishna (08/11/2018, 11:11:43): The Christmas is near we  will certainly come up with a new such offers.

null (08/11/2018, 11:12:47): So your suggesting I cancel and then wait, how strange. Can you escalate this issue please?

Krishna (08/11/2018, 11:13:16): Meanwhile you can take advantage of the £4.99 and £3.99 offer.

Krishna (08/11/2018, 11:13:27): You can cancel the offer anytime.

Krishna (08/11/2018, 11:13:41): £3.49*

null (08/11/2018, 11:14:13): We seem to be going around in circles. I don't want to cancel each year to have to sign up again, I'll just use another service provider.

Krishna (08/11/2018, 11:14:48): I'm sorry but that was limited period offer.

null (08/11/2018, 11:15:02): Where does it say limited period?

null (08/11/2018, 11:15:21): Are you going to escalate this or not?

Krishna (08/11/2018, 11:15:55): The offer did stated that it was to be expired after a given period of time.

Krishna (08/11/2018, 11:16:12): Sure I will escalate the chat to my manager,

Krishna (08/11/2018, 11:16:21): He will help you sort this out.

null (08/11/2018, 11:16:32): Thanks.

Abhijeeth (08/11/2018, 11:17:21): Thanks for contacting NOW TV, you are talking to Abhijeeth. How can I help?

null (08/11/2018, 11:17:29): Nothing on my docs indicated this was a limited offer or period and that fees would revert to a monthly charge.

Abhijeeth (08/11/2018, 11:17:38): Hi there Stephen.

null (08/11/2018, 11:17:51): What is your full name please and what departemtn do you work in?

Abhijeeth (08/11/2018, 11:18:12): I have all your chat details.

Abhijeeth (08/11/2018, 11:18:34): My name is Abhijeeth and I am from the management team.

Abhijeeth (08/11/2018, 11:18:57): Your query has been escalated to myself.

Abhijeeth (08/11/2018, 11:19:13): Give me a couple of minutes while I check and help you further.

null (08/11/2018, 11:19:23): ok, thanks.

Abhijeeth (08/11/2018, 11:19:48): Pleasure.

NEVER CAME BACK TO ME, nice chap, ignored emails too.

Hello, does anyone work at NowTv or is it run by volunteer clowns and robots?

Steve 

[Anonymous User]

So, I renewed at £99.

You need to refund the previous two monthly payments and reset the start date for the new contract to 18/11/18.

By the way, you need more steps in the payment process as there is no confirmation of payment/plan, you basically take the money/order before confirming the transaction, again, really bad customer service.

Steve