Mobiles.co.uk help please.. no phone...Pt 2

dolphinstwins · 8 January 2010 at 6:56PM

Hi there

Not quite sure why my previous thread was closed as don't think I posted anything naughty or nasty in content.. so thought best to continue it here

To the Mobiles.co.uk rep - I'm quite upset by your initial responce about peoples misguided and uninformed crusade against you continuing
Personally - I've just joined this forum as was hoping for help and advice
It was not my intention to give additional fuel to those who have come before me and had trouble - I merely wanted advice, and I hoped for contact from yourself to give assurance that whilst there are issues the company you represent is indeed processing orders (despite what the automated telephone number states) and to also voice concerns over the potential card scam my bank informed me of. (although you have probably read my thoughts on what happened there)

I do appreciate the snow has caused disruption and things are delayed but so far I've had no other contact from your company since the initial confirmation mail on Sunday evening at around 20:05 saying thanks for my order, my request is still showing as 'Pending'. I have sent mails and attempted to contact every day to no avail, which understandably for a customer is most frustrating.

My worry was that something is happening in the background that I'm not aware of which would make cancelling a contract I don't know about harder , my confidence would've been restored somewhat I've I'd had some formal contact from yourselves earlier in the week, even a mail to say - sorry we're facing delays which is something I've received from other companies during this snowy 'crisis'.

Moderator / or anyone who knows - if my thread was closed down due to content please advise so I may correct it in future.

Cheers
Sarah

Silk · 8 January 2010 at 8:12PM

dolphinstwins wrote: »

Moderator / or anyone who knows - if my thread was closed down due to content please advise so I may correct it in future.

Cheers
Sarah

Hi Sarah,
Don't worry the thread got locked because Ben arrived back and it would have just turned into the usual denials and contempt he shows to the customers and would end up (as you will no doubt have read on many of the threads) a slanging match.

You have to understand before you expect too much that Ben is a marketing manager ...he is here to carry out damage limitation as best he can. He is not a CS Rep !!!
The forum on here is littered with examples of false and broken promises by him. Theres also a long long list of excuses given as to why the company does not perform to reasonable standards and the only difference at the moment is the Snow excuse hasn't been used before

Have a read of some of the threads on here when you have time and you will get the idea.
http://forums.moneysavingexpert.com/showthread.html?t=1881471
http://forums.moneysavingexpert.com/showthread.html?t=1948587
http://forums.moneysavingexpert.com/showthread.html?t=1946585
http://forums.moneysavingexpert.com/showthread.html?t=1952517
http://forums.moneysavingexpert.com/showthread.html?t=1955799
http://forums.moneysavingexpert.com/showthread.html?t=1911469

OneADay · 8 January 2010 at 8:24PM

Silk wrote: »

You have to understand before you expect too much that Ben is a marketing manager ...he is here to carry out damage limitation as best he can. He is not a CS Rep !!!

Do you have proof?

Most of the threads that get closed seem to come about when certain people start posting links to former threads and hijacking threads.

And that stopped dolphinstwins getting any help that may have been possible through that thread.

Silk · 8 January 2010 at 8:29PM

OneADay wrote: »

Do you have proof?

Yes but Ben doesn't like putting his name on here does he :rotfl::rotfl::rotfl:

Originally Posted by OneADay
Most of the threads that get closed seem to come about when certain people start posting links to former threads and hijacking threads.

So all the threads for the last few weeks have been running ok and then this afternoon Ben turns up and it gets locked ....Eerrrr whats the consistant factor then ??????

Originally Posted by OneADay
And that stopped dolphinstwins getting any help that may have been possible through that thread

Yeah like Ben was going to help :rotfl::rotfl::rotfl:

OneADay · 8 January 2010 at 8:30PM

Here we go again!

iwanttosave_2 · 8 January 2010 at 8:30PM

Silk wrote: »

Hi Sarah,
Don't worry the thread got locked because Ben arrived back and it would have just turned into the usual denials and contempt he shows to the customers and would end up (as you will no doubt have read on many of the threads) a slanging match.

You have to understand before you expect too much that Ben is a marketing manager ...he is here to carry out damage limitation as best he can. He is not a CS Rep !!!
The forum on here is littered with examples of false and broken promises by him. Theres also a long long list of excuses given as to why the company does not perform to reasonable standards and the only difference at the moment is the Snow excuse hasn't been used before
Have a read of some of the threads on here when you have time and you will get the idea.
http://forums.moneysavingexpert.com/showthread.html?t=1881471
http://forums.moneysavingexpert.com/showthread.html?t=1948587
http://forums.moneysavingexpert.com/showthread.html?t=1946585
http://forums.moneysavingexpert.com/showthread.html?t=1952517
http://forums.moneysavingexpert.com/showthread.html?t=1955799
http://forums.moneysavingexpert.com/showthread.html?t=1911469

This is the reason your thread was closed, and all the other peoples. :rolleyes:

Dolphin, I can't speak for mobiles.co.uk but I work for a very large phone company and we've struggled with this weather and have had whole departments be closed due to the weather. It is still very bad here and we're not getting through half as much as normal. Mobiles is a much smaller company so I'd dread to think how its impacted them.
I'm going to go have a re-read of your thread about the credit card thing.

dolphinstwins · 8 January 2010 at 8:33PM

eep

Although since my post this evening I have re-visited their website and noted that there is now a notice regarding reduced service due to the weather - but I only seem to find it when I've logged on to view my order. - I did this at work at about 1pm today and pretty sure it wasn't there then, but I could be wrong.

It states:

Due to severe weather conditions some deliveries across parts of the UK may be delayed. Deliveries to the North West of England will be in particularly affected for DHL orders due to the heavy snow in Manchester...

&

The adverse weather means we are currently short staffed and as a result email replies may take longer than usual. At times we may have to close phone lines so we would encourage customers to email us via our Contact pages. We will do our best to answer your query as soon as possible. Thank you for your patience.

Fair enough - there is now a notice but that still doesn't explain why my order is still outstanding for over 5days when they 'promise' next day delivery.
In addition - I live near Manchester so I understand the weather issues.

I would like help / advice from fellow members regarding my original query and from 'Ben' also, I appreciate there are alot of people on the forum who've had equally unfortunate experiences, some of which I've since read but I'd rather not bring about further defamation as the situation is most frustrating without adding more.

Cheers

Browntoa · 8 January 2010 at 8:35PM

so the original poster can get an answer can the repeat thread hijackers hold back, Silk has posted links to old threads which can be read by anyone who comes across the thread

can we please let the Original poster keep this thread to his own problem ( for a change)

dolphinstwins · 8 January 2010 at 8:37PM

iwanttosave wrote: »

Dolphin, I can't speak for mobiles.co.uk but I work for a very large phone company and we've struggled with this weather and have had whole departments be closed due to the weather. It is still very bad here and we're not getting through half as much as normal. Mobiles is a much smaller company so I'd dread to think how its impacted them.
I'm going to go have a re-read of your thread about the credit card thing.

Thanks, I don't want to appear too impatient (which I guess I am) but having read other threads where people have gotten through this week I'm just really very frustrated
On the one hand I want to cancel to get a phone at last, and on the other hand don't cause I'm hoping that my experience with them will be better as I have read good reviews and spoken to personal colleagues who've had good experiences with them.

iwanttosave_2 · 8 January 2010 at 8:44PM

dolphinstwins wrote: »

Thanks, I don't want to appear too impatient (which I guess I am) but having read other threads where people have gotten through this week I'm just really very frustrated
On the one hand I want to cancel to get a phone at last, and on the other hand don't cause I'm hoping that my experience with them will be better as I have read good reviews and spoken to personal colleagues who've had good experiences with them.

To be honest, we've not managed to be able to get many deliveries out (I've struggled to get my car out :rotfl:) and we've had to apologise loads for deliveries not being collected. We've also had massive call waits on the departments that have managed to open because of reduced staff. This weather has a lot to answer for! :rotfl:

I work along side all the retail stores and I've only ever had one complaint come to me about this company and that to be honest was the customers own fault. Personally, I'd rather pay more and go direct, but they try harder than some third parties, I think its just their own head office lets them down.

Going back to the card thing, I'd say you're best running a malware and anti-virus scan to be on the safe side.

dolphinstwins · 8 January 2010 at 8:48PM

Btw - for anyone else struggling to get through I've located the following statement

It is recommended that you to contact us via email which we prioritise and respond to promptly, usually within 4 business hours. If, however, you need to talk to us, please do so on the number below.
Please note: Due to bad weather our phone lines are currently closed. We apologise for any inconvenience caused

For those who struggle to find contact details if you follow the links to send an 'email' scroll down and there is another link 'for further contact details'

To be fair not sure when they added this but it certainly wasnt on there on Tuesday
:P

Mobiles.co.uk help please.. no phone...Pt 2

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