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Mobiles.co.uk - deliberately misleading advert?
Comments
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Rmembering the boast you made about being the "fairest" retailer on the net, and seeing that you clearly accept this is misleading, thus "unfair", will you be fair to this customer and let them cancel?
One final time - "I happen to think we're the fairest online retailer" is no boast, but a statement of principles, and I don't accept this wording is misleading. Ambiguous perhaps (defined as 'too open to incorrect interpretation'), but not in the context of a lengthy purchase process where the offer is detailed numerous times and given that it's underneath a big banner stating "14 Months Half Price Line Rental".
Regards,“Official Company Representative
I am the official company representative of Mobiles.co.uk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
There is a 14 day returns process for all customers which allows for a return if the deal is not what the customer expected, so in this case I would be unable to offer any sort of modification of the deal. It would be impossible to order this without seeing (multiple times) the "14 Months Half Price Line Rental" offer, which clearly does not equate to "£20 for the life of the contract" on a £40 tariff.
Regards,“Official Company Representative
I am the official company representative of Mobiles.co.uk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Thanks - Swine Flu, which I'm sure will lead to a rash of bad jokes from certain users.
The offer is very clearly detailed everywhere else in the purchase process, from tariff table to cart to order confirmation email to invoice but the above wording could be ambiguous given the way the rest of the industry is now marketing "equivalent monthly cost" so I'm getting it qualified with "initial" or "introductory" or "for the length of the line rental discount offer" or similar.
Regards,
Hi there, its interesting that you mention the rest of the paperwork, here is an extract from my order confirmation . . . .
"Below are the details of your online order, submitted from a computer with an IP address of ######### on Friday 18 September 2009 at 21:02.
Items Ordered (Order ########)
Order summary:
==========================================================================
HTC Hero on Orange 1 £0.00
Orange Dolphin 40 @ £20.00/month
24-month contract
Gadget Phone Support - £2.99/month 1
PhoneCare Insurance - Band B - £7.99 1
14 months half price rental 1 £0.00
Royal Mail Special Delivery - Despatched Tomo £0.00
==========================================================================
Total £0.00
=========================================================================="
Now excuse me but how the hell am I to expect to be paying £28.33 per month from that ???????0 -
The offer is very clearly detailed everywhere else in the purchase process, from tariff table to cart to order confirmation email to invoice but the above wording could be ambiguous given the way the rest of the industry is now marketing "equivalent monthly cost" so I'm getting it qualified with "initial" or "introductory" or "for the length of the line rental discount offer" or similar.
Regards,
The person who goes to The Best Deals tab and finds 14 month cashback deal over 24 months (Dolphin 40) with the additional (and important line) "Line rental £20.00 by redemption" - can click on Buy Now and ends up with the 14 month cashback deal which costs average of £28.33 a month and not £20. This is clearly mis-selling. Any judge would agree with that.0 -
There is a 14 day returns process for all customers which allows for a return if the deal is not what the customer expected, so in this case I would be unable to offer any sort of modification of the deal. It would be impossible to order this without seeing (multiple times) the "14 Months Half Price Line Rental" offer, which clearly does not equate to "£20 for the life of the contract" on a £40 tariff.
Regards,
So, in this case, irrespective if the phone has been used or not and subject to OP paying for calls and rental period to date, given that the paperwork is dated 18/9/2009, will you allow him to cancel, given the fact that the wording of the ad is now being changed and that it could be misleading? (Well it was to him and a few of us as well?)0 -
-overkill- wrote: »Hi there, its interesting that you mention the rest of the paperwork, here is an extract from my order confirmation . . . .
"Below are the details of your online order, submitted from a computer with an IP address of ######### on Friday 18 September 2009 at 21:02.
Items Ordered (Order ########)
Order summary:
==========================================================================
HTC Hero on Orange 1 £0.00
Orange Dolphin 40 @ £20.00/month
24-month contract
Gadget Phone Support - £2.99/month 1
PhoneCare Insurance - Band B - £7.99 1
14 months half price rental 1 £0.00
Royal Mail Special Delivery - Despatched Tomo £0.00
==========================================================================
Total £0.00
=========================================================================="
Now excuse me but how the hell am I to expect to be paying £28.33 per month from that ???????
It you take this as read
You should in theory only be paying
(24 x £20) - (14 x £10) = £340
Which is £14.17 per month
:T:T:T0 -
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There is a 14 day returns process for all customers which allows for a return if the deal is not what the customer expected, so in this case I would be unable to offer any sort of modification of the deal.
OK, so you can "save face" and not admit it's ambiguous/misleading, just let the customer cancel in line with the above.
Or let the whole thing escalate!
(How much business lost in bad publicity in this thread so far?)0 -
True.
I'll put the question to the rep this way then - how much good would it do for business for the problem to be solved now via this thread to the customer's satisfaction?0
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