The Mobile Outlet: any good? (merged)

Poppy9

Have you thought about contacting Watchdog?

Else the small claims court is now a simple procedure and well worth the £30 fee.

mbamick

Poppy9 wrote:

...the small claims court is now a simple procedure and well worth the £30 fee.

You'll have seen from my earlier posts, that I received a cheque from the MO within 5 days of submitting my claim via the Small Claims Court.

I also processed a claim for my friend a fortnight later - and the MO ignored the Courts paperwork. We waited 21 days, and invited the Small Claims Court to issue judgment [this is the next stage in the process]. The Court found in my friend's favour, and notified MO last week. Still no response, or cashback cheque - but we live in hope!

It'll be interesting to see whether these clowns are still in business when I come to claim my 12-month cashback!

Poppy9

mbamick wrote:

.......The Court found in my friend's favour, and notified MO last week. Still no response, or cashback cheque - but we live in hope!

What happens if they don't pay. Do the bailiffs go in?

mbamick

Poppy9 wrote:

What happens if they don't pay. Do the bailiffs go in?

Yep.
The next stage, Poppy, is to request the issue of a Warrant by the Small Claims Court at Northampton.

Once your Warrant has been issued it is sent electronically to the bailiffs at the defendant's home court [Shipley?] but your claim will still be administered at Northampton. The bailiff will make several attempts to recover your money and will keep both you and the CCBC updated as to progress.

Interesting times!

Poppy9

Mine and OH 6 month claim is due to be submitted next month. I have done 100% cashback deals for 3 years with no problem with other companies, wish I had stayed with one of those.

chironicle

Hello,

Yep, just found out I'm another one who had had their first six month's cashback rejected by MO due to no dispatch note, despite that not being part of the t&c at the time I signed up.

I sent the original bills by registered post, which were signed for on the 13/10. Got the rejection letter today.

I could do with a bit of a help with my reply. The letter says that Cash back claims are only reviewed if a request in writing is received, so I'm not bothering with the phonecall route. I'm politely asking for my Cashback claim to be reviewed, and including a copy of my original claim and t&c for clarity. What timescale should I give for a reply, and should I mention at this stage referring it to small claims if my request is unsuccessful?

mbamick, you have gone through this for youself and a friend, with different outcomes. What would be the best approach? I've never been involved with small claims before.

You know, I'm surprised how angry I feel at being duped*. This is my first cashback mobile deal.

*Not that I'd let this show in my correspondence. Heh.


(By the way, I'm showing up as a new user here, but I'm an older user with a new ID, as someone pointed out to me that my old one gave away a bit too much. So, hello again!)

jeremygiles

chironicle wrote:

Hello,

Yep, just found out I'm another one who had had their first six month's cashback rejected by MO due to no dispatch note, despite that not being part of the t&c at the time I signed up.

I sent the original bills by registered post, which were signed for on the 13/10. Got the rejection letter today.

I could do with a bit of a help with my reply. The letter says that Cash back claims are only reviewed if a request in writing is received, so I'm not bothering with the phonecall route. I'm politely asking for my Cashback claim to be reviewed, and including a copy of my original claim and t&c for clarity. What timescale should I give for a reply, and should I mention at this stage referring it to small claims if my request is unsuccessful?

mbamick, you have gone through this for youself and a friend, with different outcomes. What would be the best approach? I've never been involved with small claims before.

You know, I'm surprised how angry I feel at being duped*. This is my first cashback mobile deal.

*Not that I'd let this show in my correspondence. Heh.


(By the way, I'm showing up as a new user here, but I'm an older user with a new ID, as someone pointed out to me that my old one gave away a bit too much. So, hello again!)

Hello Chironicle. I, like many others, had my first installment of cashback rejected by MO due to no dispatch note, even though this was not a requirement of the T's & C's which were in force at the time I bought the phone. I wrote straight back to them disputing the rejection, and asking for a review. I said in the letter that if I did not hear back from them within 21 days, that I would consider making a claim in the small claims court. I heard nothing in more than 4 weeks, so I wrote a second letter to MO saying that if I did not receive my cashback cheque within 7 days of the date of my letter, that I would file a claim against them. A few days after I sent that letter off, I got a (very late) reply to my first letter saying that the cashback claim was still rejected due to no dispatch note and they returned my original bills I had sent off to them. They completely ignored all the points I raised in my appeal letter, including a paper copy of my T's & C's, and a copy of a reply in writing from MO customer services confirming in black and white that they were indeed my correct T's & C's. Over a week has now elapsed following the second deadline I gave them. I fully intend to file a claim using moneyclaim online this weekend, as I have been more than reasonable in the time I have given MO to respond. I'll keep everyone posted with the outcome. They should not be allowed to get away with this. The more people who file a claim through the courts, the better. Cheers!

The_Mobile_Outlet

Hi Everyone,

We have read through the recent posts which have been submitted regarding the issue of dispatch notes not being included with cash back claims. We would like to clear up this issue and apologise about any inconvenience that has been caused. We have previously used an external fulfillment company who has dispatched our phones. It has become apparent that there was a period of time where mobile phones were dispatched with incorrect terms and conditions. As we were not aware of this until recently, this resulted in a certain number cash back installments being rejected due to not having the dispatch note as part of the claim.

If any customer has had this experience we can only apologise and we will rectify the situation for you. We have set up an email address for this query and any others which are raised by any forum member. Please email forumqueries@themobileoutlet.co.uk and we will endeavor to deal with your query promptly and ensure the correct outcome without having to wait the normal time frame of 28 days. I would like to stress that this method of rectification will be the quickest and easiest way to resolve this issue. Any customer who has still not received any response to letters regarding this subject are encouraged to use this email address, so that we can try and speed up the process of sending out any monies due.

Once again we can only apologise and stress the point that this was a genuine error which has obviously caused customers to experience a service level which is totally unacceptable. We hope by becoming an active member of this forum we will be able to help and deal with questions and queries moving forward. Customer feedback is very important and will be used constructively to improve our service levels over the coming months and years.

Many Thanks
Forum Queries Team
The Mobile Outlet

msgj

I'm another person to have their claim rejected because of the "despatch note" nonsense. I have replied to the address given above and have received an immediate hopeful response. I will update you later.

chironicle

jeremygiles, thanks for your reply. I'm amazed that so many are in the same boat, although some have rowed it so hard for so long they must have stonking biceps.

The Mobile Outlet, thank you for the email address. Like msgj, I've contacted you. I copied your online terms and conditions on the day I signed up for the offer, and emailed them to myself.

I'll let you all know how I get on.