The Mobile Outlet: any good? (merged)

ayrwave

Firstly very happy to have found this forum (through a google search for mobile outlet cashback)

Secondly, my rant - bought 3 phones around same time last year, 1 from dial-a-phone(mine), 1 from carphonewarehouse(middle daughter), 1 from mobile oulet(eldest daughter). All cashback deals. No probs at all with first 2, all cashbacks recived. But probs with mobile outlet - first cashback at 6 months ok, 2nd cashback at month 12 - still fighting for it. Sure I was REALLY careful about my cashback claims coz 3 contracts.

I never received any terms and conditions with purchase from MO, got them from the net. After receiving 1st claim ok, it never even occurred to me to check if the terms and conditions had changed, i certainly wasn't informed about them.

So i get letter saying claim invalid coz i never sent in 11th bill separately - did they just think i was an idiot sending in 6 months bills at month 12????? I root around and find the saved web page of the phone deal, where it clearly says cashback at months 6 and 12 and send that off with a letter.

6 weeks later and after many phone calls I get a bog standard reply saying invalid claim and if I could send them a copy of the terms and conditions I received they'll look into it!!!! Those would be the T&C i never received i guess??????

so now this forum is my only hope, sorry for the rant. will keep you posted - gonna try the email address now...

The_Mobile_Outlet

Hi,

After re-checking today, payments are taking approximately 3 working days more than we initially promised. This is down to the fact that payments are issued within 3 days of our request date by our accounts team, and not within 24 hours as we initially thought. Moving forward they will be issued within 24 hours of our confimration. We are sorry about the additional delay.

I can confirm both payments (merryal and nytram91) have been processed, and should be in your accounts in the next few days. Please accept our sincerest apology about the additional delay.

Regards
Query Forum Team

nytram91 wrote:

Ref: Post 187 of 1st Nov 2006

Dear all and TMO

It's almost 8 days since I was promised 'CashBack within 5 days'. No sign of it yet. TMO will have to understand that customers will rightly get annoyed when TMO sticks rigidly to the '21 days CashBack claim rule' of the T and C but then appears to hold a very flexible attitude towards honouring committments it has made to customers. If 21 days means 21 days, then 5 days should mean 5 days.

Please could the forumenquiries team follow this up?

Many thanks

Nytram91

linzh_2

After my posts above, I have just received my first cash back installment of £180. Thanks to this forum and to MO.....

ayrwave

Pleased for you linzh, nytram1 and merryal, but I'm afraid I haven't even had a response from the forumqueries address even though they say you will receive a reply in 24-48 hrs.

I emailed them at 8pm on the 8th Nov so i guess they've got 3 hours to keep their promise, but i'm doubtful..........

nytram91

ayrwave ... TMO Forumqueries team have been very good at getting back to people recently ... have you checked your Private Messages folder at the top of the page?

I'm sure they will sort you out Nytram91

Merryal

Just to confirm that we have now received all the money outstanding, and are very, very relieved - and grateful.

This is truly a case of where the Moneysavingexpert has worked in a situation where (for me at least) Consumer Direct and the Small Claims Court have failed.

Thank you very much everyone.

The_Mobile_Outlet

*batfink* wrote:

:mad:
Well, I am also pleased for linzh, nytram1 and merryal, they have succeeded where I have failed and got an actual response!

After promises of calls to sort out issues, responses to my concerns and even a goodwill gesture of a bluetooth headset - to this date I have received ABSOLUTELY NOTHING!!!
:mad:

Hi Batfink,

Your query has been handed to the customer service team for review. We have noted your problems, and have requested that we have full details about your case. This will involve reviewing any possible recorded phone calls and speaking to the the customer service team members who have dealt with your issue. As and when we have this information, we will contact you to discuss the outcome.

Regards
Forum Query Team

nytram91

Hi Merryal and TMO

Don't know what to say really. Any other business that 'stretched' time in this way would be lampooned. The building industry agree to pay heavy financial penalties if they miss their own deadlines. Financial claims can be made against the Post Office if a parcel is not delivered within the specifies time period. And so on. Accepting that there was a misunderstanding between TMO Forumqueries team and TMO CashBack team ( one thought CashBack would be initiated within 24 hours, the other worked to a 3 day schedule ) we have 5 days plus 3 days making 8 days.

8 full working days have passed and still no sign of the funds in my account. It really isn't good way to do business. Should a MO customer be a day late submitting a CashBack claim TMO would refuse the claim.

Let's see what Monday brings.

I live in hope

Nytram91

dransariaa

I have sent the following PM to Mobile Outlet and hope to get a favourable response soon.
Hi,
Please look into my Cashback claim.
Order Ref 15132338 Dated 24/10/05
I have had a similar problem to several other forum members here with the 2nd cashback confusion with the Website mentioning 7-12 bills needing sending back for the claim.
I have received a letter dated 7th Nov 06 from Meredith Walker, Customer Services Director, mentioning that my claim is invalid as I have sent 7-12 monthly bills together within 21 days of the last bill and not the 11th and 12th bills within 28 days each.
I never had any cashback vouchers etc in my package and sent the first cashback claim with a covering letter in exactly the same fashion as the 2nd one and got the cashback with no hassles after sending the 1-6 month bills at the end of 6 months.
The terms and conditions on the website are exactly what I have done and if the terms and conditions have changed it should be clearly mentioned on the website.
I have had 5 contracts with cashback from E2SAVE in the last 2 years with no problems and any changes in terms and conditions are clearly mentioned on their website.
I expect the same from yourselves as I am very careful with these things and am aware of all the Legal formalities and avenues thanks to MSE:T .
Hope I can get a favourable reply soon.
Regards.

Reestit_Mutton

Christy wrote:

I don't believe MO do vouchers - unless someone knows different.

Incidentally I sent off a claim for 2 phones 10 days ago and I have had a reply to an e-mail telling me they have received the cashback request and payment will follow in 28 days.

Apparently they did a trial at the back end of last year with vouchers so those submitting their 11th & 12th month claims under the old scheme may well have vouchers to use.

However, the voucher scheme was not in use when I finally got my redesigned website back up and running last December.

HtH
Reestit Mutton