The Mobile Outlet: any good? (merged)

The_Mobile_Outlet

Hi,

Thank you for your recent comments and feedback. We are trying to work through the queries regarding the dispatch note, and should have further information such as dates for when the problem occured available shorthly. In the meantime we would suggest you contact the forum queries team via email to discuss any issues.

We have recently had technical issues with our mail servers which has resulted in responses to email queries being delayed. This situation should be rectified by early next week. The server issue has resulted in our lines being extremely busy and at times it has taken a while for customers to get through. We recognise these problems and apologise for any further inconvenience that customers may have been caused.

Email: forumqueries@themobileoutlet.co.uk

Regards
Forum Query Team

blaster99999

I would have thought it would have been very easy for you to know the date of the change of T/C's that included the reference to the dispatch note required within the cashback redemption claim, and very simpily post a date that if you recieved your phone before this date your claim will not need a dispatch note included within your cashback claim and will be upheld and payment made within 2 weeks. So whats the problem..............anyway emailed you on this email and if no cashback recieved within next 2 weeks seeing has ive followed your T/C's i printed from your web site the day i recieved my phone, i will be issueing small claims action, very easy really.

chironicle

This morning a payment from MO for the full amount of cashback owed (first six months) has appeared in my account. I hope others have a similar resolution.

mbamick

chironicle wrote:

This morning a payment from MO for the full amount of cashback owed (first six months) has appeared in my account.

Excellent news, Chironicle. It might be prudent to drop TMO an email, inviting them to confirm that your 12-monthly cashback entitlement remains extant. I've learnt never to presume anything.

chironicle

mbamick wrote:

It might be prudent to drop TMO an email, inviting them to confirm that your 12-monthly cashback entitlement remains extant. I've learnt never to presume anything.

Mick, you've been reading my mind. I emailed MO on the 'forum' address, quoting my second half t&cs, stating very carefully my understanding of these t&cs, and asking whether I would fulfil the t&cs by following them as per my understanding..

MO replied that if I send the bills in as stated in my email, I will have claimed my second cashback installment successfully.

So, I'll send my 11th bill in by registered post within 21 days of its date, likewise the 12th bill. I'll check first to see if their address has mysteriously changed, or anything.

I'd recommend other MO customers clarifying their t&cs likewise ... I'm sure you all will be.

Out of interest, how are other people's cashback claims progressing after contacting MO through the email addy provided?

jeremygiles

I emailed the address set up to deal with the dispatch note issue last Thursday. Not even an acknowledgement. I just emailed again, also to the customer services and cashback email addresses taken from the MO website. My patience has just about run out now. I have told them I expect a reply within 48 hours, otherwise my county court claim goes ahead.

msgj

I also received my first 6 months line rental deposited in my bank account a few days ago. It seems they are dealing with this issue so for those still waiting, hang on in there and good luck!

Martin

jeremygiles

I had a call from the MD of the Mobile Outlet this afternoon. He explained that they had not received the 2 emails I sent to the forum queries email address, possibly because of spam filters on their new mail servers. He said they would be making a BACS payment into my bank account tomorrow, so I should have the payment on Monday next week. I'll confirm when it is in. It has been a long hard struggle to get this sorted out, but hopefully the end is now in sight.

mbamick

That's great news JeremyGiles. Nice to see the MD offering the personal touch.

Whilst it wonderful to see this issue being resolved for those in this Forum, I remain a little disappointed by TMO's failure to answer the questions posed in Post #124.

I suspect that Forum members make up a tiny minority of those affected by this issue; and only TMO will have an accurate record of the start & end dates for the problem, and the number of customers potentially affected. TMO will also have contact details for those customers, and it would be commendable to hear that TMO are writing to each customer and inviting them to resubmit their claim for review.

Once again, I invite TMO to indicate how they intend to resolve this problem beyond the boundary of this Forum.

Reestit_Mutton

mbamick wrote:

That's great news JeremyGiles. Nice to see the MD offering the personal touch.

Whilst it wonderful to see this issue being resolved for those in this Forum, I remain a little disappointed by TMO's failure to answer the questions posed in Post #124.

I suspect that Forum members make up a tiny minority of those affected by this issue; and only TMO will have an accurate record of the start & end dates for the problem, and the number of customers potentially affected. TMO will also have contact details for those customers, and it would be commendable to hear that TMO are writing to each customer and inviting them to resubmit their claim for review.

Once again, I invite TMO to indicate how they intend to resolve this problem beyond the boundary of this Forum.

Hi mbamick,

I think I may be able to shed some light on *some* of the unanswered questions. Mobile Outlet is more than welcome to comment on my observations as well, if they so wish.

As many of you will know, for some time I have been trying to collect historic details about expired T&Cs for various cashback retailers.

In the case of The Mobile Outlet, I can confirm that they added the dispatch note requirement to their T&Cs on 03 July 2006 and the new T&Cs took effect from 4pm on that day. How do I know this? I received written confirmation of this on 07 July, with a copy of the previous T&Cs attached, from a contact of mine inside The Mobile Outlet.

It is possible that, from this month onwards, claimants under the new T&Cs may start to submit their claims as the first cashback is now claimable from month 4. However, it will not be until November at the earliest that these claimants find out whether their first claim has been accepted.

Based on the above information, something simply doesn't add up with The Mobile Outlet's explanation for recent events.

All the customers who are experiencing problems now must have made their purchase as long ago as April (probably earlier if it has been some time since they originally filed their cashback claim) as, under the old T&Cs, the first cashback isn't claimable until at least 6 months into the contract.

By definition, every single person that has complained about failed claims thus far must have taken their contracts out many months prior to the point that the T&Cs changed on The Mobile Outlet's website and the dispatch note requirement was added so the new T&Cs are simply irrelevant for their purposes.

Under the circumstances, to blame a third party for an issue that isn't yet relevant is simply not acceptable.

HtH
Reestit Mutton