The Mobile Outlet: any good? (merged)

ptecn

They rejected our claim they say is because we had not forwarded the despatch note to them T&C Not mention despatch note .many of my frends same letter for them.

Poppy9

Ring your mobile service provider i.e. Orange and they can tell you the name of your phone supplier. I had a faulty phone that MO did not sort out within the initial 30 days and then told me as it was outside 30 days I would have to accept repair. I rang Orange and they told me that E2save were down as my phone provider and gave me a contact number. Lovely gentleman there listened to the problem I was having and an hour later MO rang to say a new phone would be delivered by courier the next day.

ptecn

any chance you can forward the phone no

Denbi

I have also received letter refusing to pay me cash back due to me not sending them dispatch letter. No mention in Terms and conditions which are written on reverse of dispatch letter requesting this. The letter we recently received also has terms and conditions but again with no mention off this requirement either. Will be contacting them with hope of them redeeming themselves.

mbamick

There seems to be a worrying trend starting to appear with cashback claims submitted to The Mobile Outlet. I also had my 6-month cashback claim rejected, because I had failed to include the original Dispatch Note with my cashback claim. I, too, re-read my T & Cs, and found that this was not a requirement within the T&Cs (they had included it in a paragraph on the front of the Dispatch Note, but not the T&Cs that were published on the back).

I wrote to them, by registered mail, inviting to reconsider their position within a week - after which I would lodge my claim with the Small Claims Court's online service [search for moneyclaimsonline for site].

I heard nothing, so paid my £30 to lodge my claim on the Friday. I received a cheque for the full cashback amount plus the £30 costs on the following Wednesday. The cheque has cleared, and I've now cancelled the claim with the small claims court. Have also contacted The Mobile Outlet, inviting them to confirm that my eligibility to the 12-month cashback has not been affected. I'm awaiting their response with interest.

My advice? Don't walk away, if you feel you've fully complied with your T&Cs. They'll soon learn not to adopt these underhand tactics when they start to get a glut of county court claims hitting the doormat - especially as they have to pick up the court costs too.

Good luck.
Mick

mrgreen_2

This is my experience with the Mobile-Outlet thus far...

In reference to mbamick's post, I too have had my cashback claim rejected due to a failure to include the dispatch note. However, even though the T&C's I received with my phone makes no mention of this requirement I had actually supplied a copy of it in my letter along with my original bills. I'd sent a covering letter and all the necessary documents by recorded post within the 21 days of receiving my 6th air-time bill. I was in full compliance of the original terms and conditions, which I'd received at the time of my purchase. So, today I contacted trading standards by telephone (see http://www.tradingstandards.gov.uk/ for the number) to make a complaint. I now have a reference number for the complaint and they are starting an investigation. Mobileoutlets behaviour is considered "sharp practice". Changing contract details and using the new clause details as a reason to reject your claim. Terms and conditions are fixed at the time of purchase, don't let anybody try to convince you otherwise.

I will now write a letter to the Mobileoutlet asking them to review my claim rejection. If they do not respond to my communications with 2 working days, after receipt of my recorded letter I will take them to the small claims court -Two days it the time they state on there website, by which all complaints will be resolved. Hold them to this, as they are holding you to their strict time constraints for the cash back claims.

I encourage everybody who has fully complied with the MO cash back policy and have received a similar rejection letter, to please contact trading standards and make a complaint. The more complaints about this kind of behaviour, the more weight trading standards can bring to bare.

I fully agree and support mbmack. If you've submitted your claim correctly, within the specified time period and then had your claim rejected -take them to court.:mad:

I'll post again to let you know the outcome

mrgreen

mbamick

Denbi wrote:

Will be contacting them with hope of them redeeming themselves.

Been there, done that, got nowhere - just prolonged the anxiety, Denbi.
Crack on, if you have the patience; but I cannot recommend Money Claims Online enough. I had my cashback cheque within 6 days. All the detail is posted earlier in this thread.

shekshek

hi guys.

It's nearly time for me to claim my first cash back..so i am getting a bit worry now.

according to my T&C what i need to do is just send the 1st-6th bills to MO without any dispatch note...but as i have read some of the posts above...i found out that the T&C has changed.

So which T&C i should follow??

If i follow the old T&C(the one i have)...(& touch wood)...they probably will send me a letter saying the "Dispatch note has not sent with the original bills"...
So at this point, what do i need to do?
Go straight to the Small Claims Court's online service ??

mbamick

1. Check the text on the front of your Dispatch Note, to see whether they refer to the need to include the original Dispatch Note with your 6-monthly cashback. If it does, then include it - even though it isn't strictly in the T&Cs.

2. Photocopy all of your bills and the original Dispatch Note [if you are sending it off], and retain them for your records.

3. Dispatch all of the original paperwork by Recorded Delivery, so that you have proof of delivery (You can log onto the Royal Mail website, key in your reference number, and check the date of delivery).

4. Allow 28 days for The MO to respond, with your cashback cheque.

DO NOT, DO NOT, DO NOT simply submit your claim through money claims online. You haven't incurred any difficulties.....yet; and you may not incur any at all.

Feel free to pm me, if you get the rejection letter; and we can run through the small claims process if you like.

maniac886

I applied for a contract with them on saturday....I rang MO on tuesday and they told me it has been despached. When I rang them today they gave me the royal mail sd number but when i rang royal mail they told me they had no record of the item being sent as yet! I rang again and they said they will have to check the paperwork but the phone may get posted today. If it doesnt arrive by tommorrow i am not sure what to do!