The Mobile Outlet: any good? (merged)

olly300 · 23 October 2006 at 11:49AM

Put your complaint in writing and send it by fax or recorded delivery (you need the proof of posting) giving them 14 days to reply. If they reply within this timeframe and reject your claim again contact OFCOM on the telephone on 02079813040 during normal office hours.

If they can't help you may have to write a letter to the company again sent by recorded delivery or fax giving them 28 days to sort out your claim before you take legal action. There are threads on this forum where people have taken companies offering cashback to the small claims and have won.

Also please complete OFCOMs consumer survey about customer service at mobile companies. http://www.ofcom.org.uk/complain/mobile/customer/unhelpful/

The more people who complete the survey the more likely mobile phone companies will be taken to task over their customer service.

MickKnipfler · 23 October 2006 at 1:14PM

Is it best to take them to court now (and get the second 6 months re-instated) or wait until the 12 months are up and claim the lot?

dan7_2 · 25 October 2006 at 8:53AM

Hi

I've just received my 2nd cashback claim from The Mobile Outlet after more than 3 months of hassle. They refused my claim in July due to the fact that I did not send my 11th and 12th bills separately. I complained and still they refused to pay. I got in touch with my local Trading Standards, who wrote to The Mobile Outlet on my behalf. They did not even respond to their letter. I then decided to write again at the beginning of October before I took them to the small claims court. Again, no reply. I read about the forum they had set out from this forum and e-mailed them. I received a reply within 20 minutes, asking me to hold off from filing my claim until they had a chance to look into my case. I told them they had until Friday to pay up or else. I heard nothing and on Friday I e-mailed them one last time to tell them that I would be proceeding with court action without further delay. On Sunday I received a response telling me that the money would be paid into my account within 3 - 5 working days, and lo and behold, it was paid this morning. Perseverance seems to be the key with this company. I also informed them that they were in breach of the Office Of Fair Tradings "plain language requirement" which I have copied below. Don't know whether this had any bearing on the outcome of my case or not. All I know is I will certainly steer clear of this company from now on and would urge everyone else to do the same.

The plain language requirement

According to the UTCCRs, a standard term must be expressed in plain and intelligible language. A term is open to challenge if it could put you at a disadvantage because you are not clear about its meaning - even if its meaning could be worked out by a lawyer. If there is doubt as to what a term means, the meaning most favourable to the consumer will apply.

start_to_B_smart · 25 October 2006 at 4:01PM

My month 6 bill is due in about 2 weeks time. Any idea whether I should send a claim by Recorded delivery or Special delivery would be really appreciated. Does Mobile Outlet sign Recorded delivery? If Royal Mail lost my original bills, will I be able to show them proof of postage and send copy of bills for claiming. Or they going to reject paying out?

ptecn · 25 October 2006 at 4:33PM

start_to_B_smart wrote:

My month 6 bill is due in about 2 weeks time. Any idea whether I should send a claim by Recorded delivery or Special delivery would be really appreciated. Does Mobile Outlet sign Recorded delivery? If Royal Mail lost my original bills, will I be able to show them proof of postage and send copy of bills for claiming. Or they going to reject paying out?

Best thing is Special delivery .

mbamick · 25 October 2006 at 9:03PM

start_to_B_smart wrote:

Any idea whether I should send a claim by Recorded delivery or Special delivery would be really appreciated.

I opted for the cheap n cheerful "Signed For", which cost about a quid. But check out the link below, to compare your options B_Smart.

http://www.royalmail.com/portal/rm/content1?mediaId=22700562&catId=500201

The_Mobile_Outlet · 25 October 2006 at 11:18PM

Hi,

Our advice would always to send your bills via special delivery especially as this method guarantees next working day delivery. Recorded does not guarantime the time frame of delivery, but does ensure that the time/date of delivery is recorded by requiring a signature at the point of delivery. (Special Delivery definately something we would advise customers as we approach Christmas - which we all know can result in delays in the postal service)

Regards,
Forum Query Team
The Mobile Outlet

elliotwax · 26 October 2006 at 9:34AM

Is it by posting me a cheque or do they credit my bank account?

If the latter, do I need to provide my bank account details on the cover letter I send them with the bills?

Many thanks all.

nilocmac · 26 October 2006 at 5:28PM

Hi The Mobile Outlet

I have recently bought a phone off your site and have 2 simple problems. One the bluetooth headset was not included with my phone and an advice of delivery note was not included either (I need this to claim my cash back as you know).

I have tried to contact customer service by email but there seems to be some delay because of techincal porblems.

what is your advice on how I should proceed?

lufupa · 27 October 2006 at 8:41PM

Hi All

quick update, after few emails last week, i have now received my cashback for the 1st 6 months (Phew). i emailed them back asking for confirmation with regards to the 2nd cash back & which T&C's i should follow for the 2nd part of the cashback. No reply yet. Anyone had any reply to that question?

Thanks for all the help.

The Mobile Outlet: any good? (merged)

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