The Mobile Outlet: any good? (merged)

russfj

My last entry in this forum (entry number 295) was a rant about my experiences with getting my cashback from MO; in all fairness to the forum team, they did what the rest of the customer services department had consistently failed to do and achually got the cashback paid.

But we now face the same problem with my wife's phone - her cashback was promised within 28 days of 4 November, but still isnt here. I have prompted MO by e-mail twice but no reply. So how about it Forum team - can you repeat the service you gave me last time and sort my wifes cashback problem out?

nutdale

Mobile Outlet promised to call me within 24 - 48 hours to help resolve problem. This has now passed without a return call!

The_Mobile_Outlet

russfj wrote:

My last entry in this forum (entry number 295) was a rant about my experiences with getting my cashback from MO; in all fairness to the forum team, they did what the rest of the customer services department had consistently failed to do and achually got the cashback paid.

But we now face the same problem with my wife's phone - her cashback was promised within 28 days of 4 November, but still isnt here. I have prompted MO by e-mail twice but no reply. So how about it Forum team - can you repeat the service you gave me last time and sort my wifes cashback problem out?

Hi,

We will investigate the matter and contact you at some point tomorrow.

Regards
Forum Query Team

The_Mobile_Outlet

nutdale wrote:

Mobile Outlet promised to call me within 24 - 48 hours to help resolve problem. This has now passed without a return call!

Hi,

Please accept our apology about not being called. You should receive a call at some point tomorrow to resolve your issue. The individual who is looking into your enquiry was away from the office today and will be returning to work tomorrow.

Regards
Forum Query Team

bardre

bardre wrote:

to the mobile outlet

I am very disapponted with your lack of responce. I have sent numerous emails to forum queries in mid november, no responce whatsoever, apart from a promise of a reply in 48hrs, still waiting! I have now sent you two pm, 4th and 5th of dec, again no reply. I have lost all my xmas savings with farepak and I am desperate for my cashback which is over £200. Please give me some responce.

I am still waiting

coleslaw

I've just ordered a phone from The Mobile Outlet on Sunday 3rd December.

My first concern is their order tracker has been telling me it will be delivered "tomorrow" since Sunday, while it does say 2-3 working days on my confirmation E-mail, I'm confused as to the usefulness of this tracker when it is clearly not being delivered when it says. Hopefully it should be here on Thursday. Hopefully.

Secondly, I went ahead and ordered this phone without really checking the reputation of The Mobile Outlet, daft I know, and this forum and others have since made me very apprehensive.

I would like to know an "idiot-proof guide to claiming" from anybody who has recently claimed cashback under the same T&C's I will be i.e. £201+ 12 month contract in 5 stages, months 4,7,9,11+12.

My main questions are:

1) I hear they send you 13 bills, which 12 do you send? Or do you send all 13 in the end? If the 1st bill is not really your first months bill, do you send it in with months 1-4 anyway?

2) How can you prove what was actually in the envelope even if you send it by Special Delivery?

3) What EXACTLY do I need to send each time I claim?

4) If Claim 2,3,4 or 5 are rejected, do they claim any previous cashback paid back off you?

Any help will be much appreciated.

mar<

coleslaw (nice name )



I ordered two phones on Saturday 2nd. Unlike you I read up on them first, and I am very satisfied that they have endeavoured to resolve every issue I've seen raised. Check through all the threads and tell me if you find different.

Some people seem to have burst onto the forum/s full of complaints, and thoroughly trouncing MO, get an instant solution, never to return to as much as say thankyou.

The first part of my order arrived today, ahead of the Order Tracking email! I didn't expect the two weekend days to count as potential delivery days.

Firstly, one wrong phone arrived
Secondly, my wife opened the packaging

I immediately emailed the Forum Team, and they emailed back apologising, rpomising to refund the cost of the return. I emailed again asking about the broken seal, again they said no problem at all.

I am happy with that. They didn't have to accept fault, but they did. I have returned a phone to Currys with a broken seal, and they have made me pay a re-stocking fee. So in my experience, this has been a very good company to deal with.

<edit: typo>

gulliblestravails

The_Mobile_Outlet wrote:

Hi,

We appreciate the comments you have made and if you have proof of postage we would be more than happy to look into your application again. We have always advocated on this forum that customers should send their cash back applications by Special Delivery, as this is the only method which guarantees next day delivery. If you feel the Forum Query Team has not dealt with your application or query efficiently enough, please PM a convenient contact number. This will result in your application being escalated and result in a call back from one of our managers.

Regards
Forum Query Team

Thanks for the reply but as I have already said I didn't send by recorded delivery therefore I don't have proof of postage; I presume you have retained my envelope with the postmark date on it however to substantiate your assertion that it took 10 days for my bills to reach you; I wish I had come across this forum at the time as communication seems way better than direct with the company, who insisted on letter-only dialogue, even email was not allowed.

riza

The_Mobile_Outlet wrote:

Hi,

If you forward your order reference number to forumqueries@themobileoutlet.co.uk we will be able to ensure your cashback cheque is raised promptly. We would expect to have payment with you within 7 days from receipt of documentation under these circumstances. If you email the above address once the paperwork has been posted, we will try and deal with the issue and generate a payment within a couple of days.

Regards
Forum Query Team

i emailed the cashback team and i got this message

''Once your appeal has been logged it will take 28 days to process.''

Not 7 days as you stated. I have sent the terms & conditions with a covering note and you should have recieved it today. Please process and post my cheque asap, as you said in 7 days i should recieve my cheque, so by the 14th november i will have my money back?

mar<

But they asked you to email the Forum Team not the Cash Back Office?!?!

That's a standard reply - no doubt the Forum Team will oblige and help you out - why not email them as instructed if you want an answer quicker?