mobiles.co.uk cashback

Mobiles.co.uk_company_representative wrote: »

Hi,

OFCOM's code of practice did indeed come into effect around that date, and of course we moved to comply - however commercially Redemption Cashback is a very complicated beast to operate and for operational reasons we are unable to alter the previously in-effect T&Cs retroactively.

I'm sorry that you did not have a good experience claiming this cashback and I will ask that the T&Cs page is looked at to see if there's anything we can do to clarify the split pre- and post-September.

Regards,

Do it yourself? Ownership?

I am having simlar problesm with them, I sent in my 6th bill to the cash back team only to be told they wanted the next page so i emailed them the next page, only to be told it was now the wrong bill in a 3 word email

Hello, wrong month

That did not even have a full stop in it. The cash back team now no longer responds to my emails and as far as i can tell they are doing their best to get out of paying out.

I even used the for form on their web site so was well with in the time limit.

well, i've been wavering about ordering, but after dealing with the email customer service, i'm seriously put off. the CS appears to be staffed entirely by robots. ben didn't reply to my email either. it's pretty bleak from a communications point of view.

we5ley's denial of a valid cashback claim (if that's what it turns out to be) over email might just be the last straw...

Mobiles.co.uk_company_representative wrote: »

Ferris, I forwarded your email (which to be fair was exactly the same questions I had already answered here) to the Sales team, did you not get a response?

Wrong. It wasn't exactly the same questions, it was the same questions (requiring the same answers) and then some new ones that I didn't get to ask on the thread before it was closed. I think it would have taken a minute to copy and paste the answers from the thread, and maybe another few minutes to answer the new questions in an email rather than on MSE. But disappointingly, there was no response at all.

Sales didn't respond to me as a result of you forwarding the message to them.

A few days after I emailed you, having realised I was unlikely to get a response, I emailed a few of my questions to the sales team ("For queries related to the deals and offers on our website including impartial advice.")

Not only did they not answer my questions, they replied bluntly asking me to send my mail to the cashback team. I reminded them that, as I hadn't ordered anything, my query was a SALES query rather than a cashback query. If I was wrong, I asked her to forward the mail to the cashback team, as I had edited my points down to fit into the webform and had no wish to do so again. She replied it was impossible for her to forward an email from one address to another (maybe mobiles.co.uk use an email client designed for Windows 3.1 that doesn't allow forwarding?) The reply again told me to email the cashback address. I replied reminding the assistant that my query was a sales query as I hadn't bought anything yet. This email was completely ignored.

Communications fail...

I just want to clarify that while I agree with the points made by Guys Dad, my post above was not intended as an attack on Ben at all, and I apologise if that is how it came across. An attack on the banging-your-head-against-a-brick-wall sensation that dealing with the mobiles.co.uk (and, tbf, most companies') CS has been, perhaps; but not a personal attack on Ben, whom I believe conducts himself with sincerity, integrity and contrition (where appropriate) on these forums, and does not deserve the abuse he gets from some quarters.

Also, my grievance is not an old grievance I'm raking up, it is very much a current one - I'm still waiting for my reply!