The Mobile Outlet: any good? (merged)

ictmad

iabw12 wrote:

Ahh .. sadly it didn't get processed (because they say I didn't send it Recorded Delivery) nor did I ask for an acknowledgement. However, I did eventually get a response stating that although it had eventually been received - some 6-7 weeks after I had sent it, they were not able to process it. I'm now in the middle of challenging their decision so watch this space (plus see my past posts further up the page!)

u dont need to send it recorded,nor do u need to ask for it to be acknowledged

iabw12

wrote:

That's why I'm having the problem - I think. I sent the documentation 7 days after the bill date (20th Oct), I emailed TMO 17 th Nov to chase, and they advised me they hadn't received anything "If you sent them by recorded delivery we could take the matter further but otherwise I am unable to do anything at this time" They eventually sent me an email advising receipt on 9th Dec. They have now told me my claim is invalid as it's over the 21 day limit although how it could take from 20 Oct to 9 Dec to get from A to B is beyond me, and that's why I made the suggestion to send everything Recorded Delivery!

M_2

Hi all,

Just thought I would let you know of my experience so far with The Mobile Outlet.

I ordered a Motorola V3i Violet on Orange on 9/1/07 and sat back whilst waiting for it to be delivered. Every now and again I would check the website to track my order and each time I did it just stated that a request had been sent to my mobile network to connect. I was a little worried by this so on 16/1/07 I called them to see what was happening.

On speaking to an advisor on 16/1 I was first advised that the phone had already been despatched on 9/1 but then their mind was changed and I was advised that the phone would be sent out by close of business that day. I was also given the Royal Mail tracking number and advised that my contract would not be up and running until approximately 72 hours after I had signed for the phone which I was fine with.

With the Royal Mail tracking number in hand I tried to track the progress of my parcel but couldn’t as it was never registered on the Royal Mail system (ie. still not despatched). I called TMO again on 19/1 to ask them where my phone and sim was. The operator was extremely apologetic and 100% guaranteed me that the phone would be sent out the same day and should be with me on 20/1 or 22/1 at the very latest. As a gesture of goodwill they would also include a free Bluetooth headset with my order. They also advised that the same Royal Mail tracking numbers should be used for my order.

Surprise, surprise it is now 22/1 and I still have no phone and the Royal Mail website still has no record of my phone arriving at their depot. Another phone call to TMO reveals that my phone still hasn’t been despatched even though I had been assured on 2 occasions that it would be. The excuse given this time was that a lot of phones that were sent out on 8 and 9/1 had been lost by the Royal Mail but this did not explain why the phone wasn’t despatched when I called them on 16/1 and 19/1. To cut a long story short I have now been 100% promised (again) that the phone will be despatched tonight or tomorrow at the very latest.

This as far as I am concerned is an absolute farce and I will give them this one last chance to deliver. If the Royal Mail system has no record of receiving my phone by 24/1 I will be calling TMO that same day to cancel my order. Never have I had this problem with a mobile phone company before!

Cheers

Sue_S

Just to post a different experience! I ordered my mobile from The Mobile Outlet at 2024 hrs on 15 January and it arrived at 1230 on the 18th. So far so good! However, the dispatch note said that the T&C were on the reverse side - they aren't! I emailed (19/01) forumqueries to ask them to confirm that the T&C were the same as those on the website but they haven't yet replied. Still, I'm hopeful...

iabw12

I've tried to email and after 3 days, I've received the following message -
Delivery to the following recipient failed permanently:

forumqueries@themobileoutlet.com

Technical details of permanent failure:
TEMP_FAILURE: Could not initiate SMTP conversation with any hosts:
[themobileoutlet.com (1): Connection timed out]

Help me out here guys - I adhered to the rules, and sent my paperwork in (within 7 days) of my 1st bill, I've even taken the time and trouble to send in duplicates from Orange, as Customer Services advise that the orginals never arrived (they did turn up some 6-7 weeks after I'd sent them) I've written to the Customer Servs Manager - and not recieved any sort of reply, it would be helpful to have some sort of dialogue ?! Over to you ...

pesky2

bedrock23 wrote:

I to have had problems with Mobile Outlet. I'm just posting here in the hope that I get a response. I received a letter from Meredith Walker, Customer Services Manager fro The Mobile Outlet, refusing my cashback claim and despite writing to her and emailing the address given on this forum I still have not had a reply. Could somebody from The Mobile Outlet please contact me at least

I am in the same boat too, still no response since Early Dec

dn852k4

I've a bad feeling about this.
I sent off my 11th bill over 2 weeks ago now (via recorded delivery). a couple of days after I sent my bill, I emailed the address that was posted on this forum (double checked spelling etc) A week passed, no reply. I then tried to call the number that was posted on this forum - it's always engaged. I've also sent a PM to the mobile outlet representative on this forum, still no reply.

Has anyone heard from TMO at all?

flavia_2

Hi all!! I have to send my bills to for the first 4 months by the 30th Jan. The problem?? I am still waiting for the December and January bills. I called Orange twice and asked them about it but they said it may still take up to 10 days.... They suggested to print a copy from their website.

Knowing the Mobile outlet I really dont think they ll acccept that!!!!

Has anyone had similar problems??

oggsy

Hi All, after having the jitters about making my cashback claim and its success ? i have come to the conclusion that as long as you have followed their t&c's and took onboard some helpful pointers from these pages, then by law these people must pay their cashback or be in breach of a contract drawn up by themselves.

I have just exceeded the 28 days for return of cheque and issued this email for which i am waiting on :

dear sirs, could you explain why i haven't received my cashback please as it has now exceeded 28 days since you received my claim ?

as you are in breach of contract i feel that it would be in your own interests to issue a cheque within 24hrs to stop me taking further action via small claim courts/moneyclaimsonline.

yours sincerely paul

I shouldn't have to chase up and keep emailing as everyone else is having to do because of these incompetents and the sooner TMO realise customers won't return, the better for all .

The reason i am posting is A - To give people the chance to see if TMO have improved their service and make a fair appraisal as to whether to take a new mobile contract out with them.

And B - To embarrass TMO into paying me my cheque (I am not that selfless !!) cos of their poor administration techniques ?/ shifty drummed up excuses for non/delayed payment and technical problems.

Rant over . Good day to you all !!

astreix

My experience is similar Oggsy's.

its much more than 28 days since my cashback claim was received by TMO. As per their contract they are supposed to send the cheque within 28 days.

I wouldn't usually mind a few weeks delay, but given that if you are a day late in submitting your claim or miss one piece of paper they would happily turn down your cashback claim (..obviously referring to the T&C of contract) - I would expect them to also adhere to the letter of contract.

Also no one bothers to respond to any email