F1 season Pass Aus Postponed

[Anonymous User]

As Australia F1 has now been postponed and the rest of the season is in doubt, will there be any refund to those of us who have already bought the pass?!

i only get it to watch F1 I don’t watch any other spot that needs Sky...

[Anonymous User]

They are not willing to issue any refunds now. They say the 14 days cooling off is not applicable to the F1 subscription.

This is the current offering...

"We are closely monitoring developments across all F1® fixtures and will provide our NOW TV F1® Season Ticket customers with a FREE Sky Sports Week Pass for any race postponed due to the COVID19 pandemic. As these races have been postponed not cancelled, they are likely to go ahead at a later date and we will continue to keep you up to date on developments as soon as we have more information. Thank you for your patience in these uncertain times, we are doing everything we can to minimise the impact that this will have on our customers. " 

[Anonymous User]

I logged on to Live Chat this morning and after a bit of back and forth they agreed.to cancel my pass and give me a full refund. Good customer service and I am quite happy even though I feel a bit sorry for them. If the season kicks off on June as we hope then I will buy week and month passes as needed.

[Anonymous User]

Does anyone know what you have to click on to get through to someone? This is driving me insane.

[Anonymous User]

No refund for me unfortunately. I've been told that an email will be circulated hopefully within 24 hours with more info. I've got it on record that I want a refund and downloaded the chat manuscript.

[Anonymous User]

I have managed to get a refund as of 11:15am GMT today (14th March 2020).

The live chat staff clearly have instructions to first advise you that you can't get a refund etc etc, but ultimately saying (as recommended by another user in this forum):

I quote to your policy:

“You have the right to cancel your purchase of a NOW TV content pass, and receive a full refund without giving any reason, anytime up to 14 days.”

I'd recommend not mentioning the reason (race cancellations) as this is really not relevant and just makes the chat 10 x longer with them. Simply saying the above should suffice.  Please note I HAD activated my pass (initially they said as it was activated they would not refund).

Based on this I see no reason why any persistent person won't get a refund. If you get a difficult live chat person, just start another chat and cut and paste the main points so you don't need to re-write it. 

Top tip: Keep typing '.' or something every 2 minutes so chat doesn't end unexpcectedly.

My live chat transcript:

Bishnupriya (3/14/2020, 10:40:58 AM): Thanks for contacting NOW TV, you are talking to Bishnupriya. Can I start by taking your full name and email address, please?

null (3/14/2020, 10:41:10 AM): Hi. xxxxxxxxxxxx

null (3/14/2020, 10:41:21 AM): xxxxxxxxxxxxx

Bishnupriya (3/14/2020, 10:41:37 AM): Hey xxxxxx

Good Morning !

Bishnupriya (3/14/2020, 10:41:42 AM): Thanks for the details.

Bishnupriya (3/14/2020, 10:41:48 AM): How may I assist you today ?

null (3/14/2020, 10:42:16 AM): I bought f1 pass last Saturday. I now see races are cancelled for 3 months ish.

Hi

null (3/14/2020, 10:42:25 AM): i would like to know

null (3/14/2020, 10:42:38 AM): am I still in the cool down period to cancel this pass

null (3/14/2020, 10:42:57 AM): this is the 7th day and I have not used since order

null (3/14/2020, 10:43:07 AM): cos all races may now be cancelled

null (3/14/2020, 10:43:17 AM): so my questions

null (3/14/2020, 10:43:26 AM): 1. Can I cancel still on cool down period

Bishnupriya (3/14/2020, 10:44:08 AM): xxxxxx, We are closely monitoring developments across all F1® fixtures and will provide our NOW TV F1® Season Ticket customers with a FREE Sky Sports Week Pass for any race postponed due to the COVID19 pandemic.

Bishnupriya (3/14/2020, 10:44:15 AM): As these races have been postponed not cancelled, they are likely to go ahead at a later date and we will continue to keep you up to date on developments as soon as we have more information.

Bishnupriya (3/14/2020, 10:44:16 AM): Thank you for your patience in these uncertain times, we are doing everything we can to minimise the impact that this will have on our customers

Bishnupriya (3/14/2020, 10:44:57 AM): Our customers will be given a free Sky Sports Week Pass to cover any rescheduled race weekend that is postponed to outside the season ticket period. All affected customers will automatically be sent a code via email they will be able to redeem when the race is rescheduled.

null (3/14/2020, 10:45:18 AM): ok but this is not my question.

null (3/14/2020, 10:45:31 AM): is my account still within the 7 day cool off period

null (3/14/2020, 10:45:36 AM): and if so how do I cancel

Bishnupriya (3/14/2020, 10:46:34 AM): xxxxxx, once the month pass is purchased it automatically activated and in our terms and conditions it clearly mentioned " You purchased or activated a any of our other Passes and agreed at that point you lost the right to cancel'

null (3/14/2020, 10:47:02 AM): ok and if the races are permanently cancelled and not re run.

null (3/14/2020, 10:47:04 AM): ?

null (3/14/2020, 10:47:11 AM): and then the extra passes won’t help

null (3/14/2020, 10:47:25 AM): will there be a pro rata refund

null (3/14/2020, 10:48:15 AM): .

Bishnupriya (3/14/2020, 10:48:24 AM): We recognise that it is a fast-moving situation and we are working at speed to ensure we continue to deliver for all of our customers. A number of sporting events have been postponed, but not cancelled, so we expect to be able to show these when they are rescheduled.

Bishnupriya (3/14/2020, 10:48:29 AM): Therefore, our sports schedule is likely to look different for a period of time. As more information becomes available, we will continue to provide updates to all of our NOW TV customers.

null (3/14/2020, 10:49:19 AM): Sorry I have just checked NOW TV forums and over 500 people have had this refunded. Just checked now and these are all cases in the last five days

null (3/14/2020, 10:49:25 AM): and they had all been activated

null (3/14/2020, 10:49:34 AM): I can email you screenshots

null (3/14/2020, 10:50:53 AM): I have paid for races and at least five are to be canceled. I don’t want to pay 200 pounds for nothing. I therefore need a refund if you are unable to show races

null (3/14/2020, 10:52:33 AM): .

Bishnupriya (3/14/2020, 10:53:00 AM): I understand the situation.

null (3/14/2020, 10:53:48 AM): So then you are asking me to pay 200 pounds for 21 races when five have already been cancelled. Frankly I’m not interested in being given vouchers for future races as all I use the service for is formula one and there are no formula 1 races, so the only acceptable  solution is to refund my season pass

null (3/14/2020, 10:54:08 AM): .

Bishnupriya (3/14/2020, 10:54:39 AM): We are keeping a track of the matches and races which postponed. Our customers are our focus and we believe in connecting with them to the fullest. Stay assured, we will surely help you.

Bishnupriya (3/14/2020, 10:54:49 AM): Our team is aware of this issue.

null (3/14/2020, 10:55:26 AM): okay. But I would like a refund as you are not showing any of the races I have paid for.

null (3/14/2020, 10:55:48 AM): if I choose to watch them I may try for weekend passes later but this should be my choice. It is not fair that you withhold money that I have paid to watch a whole season of Formula One when most of the races are in doubt and quarter of them have been cancelled

null (3/14/2020, 10:56:46 AM): I am still in my cooling off period

null (3/14/2020, 10:57:21 AM): i must insist a refund is the only option I will accept.

null (3/14/2020, 10:58:37 AM): I quote to your policy:

“You have the right to cancel your purchase of a NOW TV content pass, and receive a full refund without giving any reason, anytime up to 14 days.”

null (3/14/2020, 10:58:47 AM): Are you still here please

null (3/14/2020, 10:59:27 AM): Hello?

Bishnupriya (3/14/2020, 10:59:52 AM): Sorry for the delay. I'm checking. Please stay connected.

Bishnupriya (3/14/2020, 11:00:07 AM): Meanwhile, in order to access your account provide few details.

Bishnupriya (3/14/2020, 11:00:14 AM): Are you the account holder ?

null (3/14/2020, 11:00:35 AM): Yes

Bishnupriya (3/14/2020, 11:01:25 AM): Can I take your full address and postcode registered on the account?

null (3/14/2020, 11:01:42 AM): xxxxx xxxxxxx xxxxxx xxxxx xxxxx

Bishnupriya (3/14/2020, 11:01:56 AM): Confirm the last 4 digits of the long number on your payment card please?

null (3/14/2020, 11:02:06 AM): xxxx

null (3/14/2020, 11:02:55 AM): .

Bishnupriya (3/14/2020, 11:03:16 AM): Thanks for all the details.

Bishnupriya (3/14/2020, 11:03:40 AM): xxxxx, please allow me few minutes to check what best can be done to sort your issue.

null (3/14/2020, 11:03:53 AM): ok.

Bishnupriya (3/14/2020, 11:03:54 AM): I'll try my best to get this sorted before the chat ends.

null (3/14/2020, 11:05:09 AM): .

Bishnupriya (3/14/2020, 11:05:27 AM): Thanks for the wait.

null (3/14/2020, 11:05:50 AM): .

Bishnupriya (3/14/2020, 11:06:03 AM): I have checked and managed the refund of £198 after cancelling the pass with immediate effect.

Bishnupriya (3/14/2020, 11:06:23 AM): However, once I cancel the pass you'll not be take the same offer again.

Bishnupriya (3/14/2020, 11:06:32 AM): Should I go ahead ?

null (3/14/2020, 11:06:36 AM): ok that’s reasonable.

null (3/14/2020, 11:06:44 AM): yes please.

null (3/14/2020, 11:07:47 AM): .

Bishnupriya (3/14/2020, 11:07:53 AM): Allow me a minute while I confirm you.

null (3/14/2020, 11:08:49 AM): Okay thanks

Bishnupriya (3/14/2020, 11:10:08 AM): Anytime !

Bishnupriya (3/14/2020, 11:10:08 AM): Thanks for the wait.

null (3/14/2020, 11:10:08 AM): .

Bishnupriya (3/14/2020, 11:10:48 AM): It's done. I have cancelled the Sky Sports Month Pass (F1 Season Ticket) with immediate effect.

Bishnupriya (3/14/2020, 11:10:51 AM): Stay assured, you'll not be charged by NOW TV further unless you re-activate/purchase the pass manually from your end.

Bishnupriya (3/14/2020, 11:10:52 AM): I have processed the refund for £198 and the amount will fall back in your bank account within 3-5 business days.

null (3/14/2020, 11:11:10 AM): okay thanks for your help

Bishnupriya (3/14/2020, 11:11:16 AM): Pleasure is all mine.