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Silk

Mobiles.co.uk_company_representative wrote: »

I do not know, as I said. It's either been done or it will be done shortly, so if you speak to the network and they tell you it's still live you'll understand why. The date the phone was received back is the date the contract ceases in any event.

Regards,

So after all that you have no idea if it's been cancelled :mad:

So why say it has and then say you don't know :mad:

Mobiles.co.uk_company_representative

Mobiles.co.uk_company_representative wrote: »

I do not know when the account was closed (or if it has happened yet - the phone had to be forwarded to the warehouse and requires processing there) but if you email [EMAIL="returns@mobiles.co.uk"]returns@mobiles.co.uk[/EMAIL] I'm sure they will be able to help.

Regards,

You are misunderstanding what I've been saying all along; that the phone has been received for cancellation and is being processed by the warehouse. As such, and given that compensation has been paid and we have advised all of this to the customer the matter is considered closed.

I told you that the return may or may not have been cancelled yet so that if you were to contact the network and they said no cancellation request had been received you would know why this is the case.

Regards,

Silk

Mobiles.co.uk_company_representative wrote: »

You are misunderstanding what I've been saying all along; that the phone has been received for cancellation and is being processed by the warehouse. As such, and given that compensation has been paid and we have advised all of this to the customer the matter is considered closed.

I told you that the return may or may not have been cancelled yet so that if you were to contact the network and they said no cancellation request had been received you would know why this is the case.

Regards,

The matter is not closed by any stretch of the imagination and there has been no notification that it has been cancelled and you have admitted you don't know :mad:
Also compensation has not been paid at all

Silk

Mobiles.co.uk_company_representative wrote: »

You are misunderstanding what I've been saying all along; that the phone has been received for cancellation and is being processed by the warehouse. As such, and given that compensation has been paid and we have advised all of this to the customer the matter is considered closed.

I told you that the return may or may not have been cancelled yet so that if you were to contact the network and they said no cancellation request had been received you would know why this is the case.

Regards,

You said in your post at 4.45pm ........

We consider this matter closed; the phone has been returned, the contract cancelled

Now you have changed it to mayb so maybe not and also you don't know.
So which one is it ?????????

Silk

So whats the answer Ben ?
Tonight we've had 3 versions
It HAS been cancelled
It MAY have been cancelled
I DON'T Know
Or do you want to phone a friend

Silk

Silk wrote: »

So whats the answer Ben ?
Tonight we've had 3 versions
It HAS been cancelled
It MAY have been cancelled
I DON'T Know
Or do you want to phone a friend

Last Activity: Today 10:42 PM
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Well I guess the question was too hard for you Ben perhaps when you've had chance to think again we could get a proper answer.
By the way just checked emails again but no replies again :mad:

Silk

mrme wrote: »

Clearly they are understaffed & can't cope, not good enough I agree but I'm betting there is a recruitment ban on right now (as with many companies) so what are they meant to do?? If you want to complain convince the powers that be they need more staff - the people on the phones/answering emails I'm sure are just as fed up

My housemate works in customer service & she often comes home in tears, same problem. Instead of a team of 6 there is 2 people on the phone at the min due to long term sickness & leave... Even if they could recruit people need hiring & training. I really don't think people understand.

Hi Mrme,
Thanks for the input.;)
In answer to the what are they meant to do the first thing they should do is NOT LIE
There are far too many issues regarding this sad state of affairs which will be covered later on when this is eventualy put to bed.
However to understand this you have to have been following the whole tragic episode to understand just how bad the service is and to be honest it does not matter what the circumstances are if the company is unable to offer any form of customer service then they should not be in the business of selling phones :cool:
The excuses that have been given for this appalling service has varied from the questionable to the downright unbeleiveable :rolleyes:
It would also seem that "The Powers That be" are not interested

Silk

iwanttosave wrote: »

I have to say I agree. Whilst Ben doesn't seem vastly trained on a lot of things from what I have read, he's bloody trying hard here. Some people need to realise that he is here to help to the best of his abilities, and that there are other customers in the world.

And this is coming from someone who would never recommend this company (sorry Ben )

Hi Iwantosave,
Thanks for the input too and please see reply to Mrme
To be honest the problem here is that Ben has not done anything at all if you can please show me what he has done I will stand to be corrected
There are a lot of outstanding promises and actions that have just not materialised in the past two weeks since Ben started commenting and making excuses. If you read tonights lated efforts we have 3 totaly different versions of a reply to a very simple question
Please also understand Ben is a Marketing Manager and has no experiance of customer services which explains a lot of the mistakes and spin created here
All that said and nice a guy that Ben is it does not help me does it

iwanttosave_2

When you consider it solved then it doesn't mean it has been, its a figure of speech. "Consider it done!" I haven't seen anywhere that it explicitly states "This contract is now cancelled"

For your information (I'm guessing this is a 14 day cease? I lost interest with all the mad faces and exclamation points in your posts) a 14 day cease of contract can take up to 72 hours to process through the system after the phone has been booked in and checked a customer has returned it in the proper manner. Once the phone has been booked in and everything is in the proper order then customers are told that the account is cancelled, although in real life computers don't respond to a quick click.

Bear in mind that Ben doesn't have access to your networks systems, so for him to find out something he has to get someone to contact your network to check on their system who then gets back to Ben. Ben will have a system that will show if it is connected, failed to connect ect, but sometimes its wrong, sometimes it doesn't update.

Silk

iwanttosave wrote: »

When you consider it solved then it doesn't mean it has been, its a figure of speech. "Consider it done!" I haven't seen anywhere that it explicitly states "This contract is now cancelled"

For your information (I'm guessing this is a 14 day cease? I lost interest with all the mad faces and exclamation points in your posts) a 14 day cease of contract can take up to 72 hours to process through the system after the phone has been booked in and checked a customer has returned it in the proper manner. Once the phone has been booked in and everything is in the proper order then customers are told that the account is cancelled, although in real life computers don't respond to a quick click.

Bear in mind that Ben doesn't have access to your networks systems, so for him to find out something he has to get someone to contact your network to check on their system who then gets back to Ben. Ben will have a system that will show if it is connected, failed to connect ect, but sometimes its wrong, sometimes it doesn't update.

Hi Iwanto,
The phone was rec'd on the 13th its now the 20th thats 168 hours ago
Prior to that we had spent 5 days tryong to get a returns number to no avail the emails were not replied to and the phone calls not actioned either.
The sim card was returned with the phone unopened and still intact because the phone was faulty !