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Silk

Mobiles.co.uk_company_representative wrote: »

Silk,

This is old ground but a phone call was placed to the customer where it was explained that the contract would be cancelled and as a gesture of goodwill for the 5 days you were unable to obtain a returns reference we would be sending a cheque for £50.

I've confirmed we're cancelling the contract, and that we have the phone so I'm unsure what it is you're waiting for? You can accept what I have said here and in other posts as the word of Mobiles.co.uk - this is the point of this profile on MSE.

Thanks,

See my previous posts regarding this issue for example this on the 20th

Originally Posted by Silk
First of Ben read the above posts regarding what happened.
David spoke to my partner and she could not speak due to work which you fully knew about
My partner requested the call because she couldn't talk to him :rolleyes:
David was supposed to call at 10.45 he didn't as everyone knows on here it was run live as it was happening
My phone system registers missed calls and takes messages THERE WAS NO CALL AND THERE WAS NO MESSAGE FROM YOUR COMPANY

I can cope with tall stories Ben and I can cope with the constant errors and total lack of interest by your staff. I cannot cope with the lies that you are relating.
This matter is far from closed
Please tell me when the account was closed and why I have had no confirmation from your company regarding this ?

your reply to this was .....

After looking into it I'm satisfied that the Returns staff spoke to the customer, explained what was happening, attempted to call the partner as promised and didn't get an answer.

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.

So the situation is still the same and no I have not had the phone call yet

Silk

Mobiles.co.uk_company_representative wrote: »

Silk,

Previous posts of yours carrying my name have been removed. Regards,

Ah yes I see that actual posts have been deleted rather than edited as my records don't match the posts on here for instance this was posted at 11.10 on the 13th ..........In reply to Guys post

Originally Posted by Guys Dad
Yes I have and I am not impressed with the service you have received. I think that for an organisation to promise to ring back, do something and then fail - repeatedly is unacceptable.

Where I have a certain sympathy - with both of you is that I run an I T department that provides a service to some 500 people and at present, with some support guys on holiday, 2 down with swine flu and another off with some other medical problem our SLA is well down on what we normally provide and our backlog is growing! Frankly, I am surprised that Ben has taken as much time out to answer comments as he has, but I guess he is looking at the bigger picture.

I do hope that you get a satisfactory solution to your gf's phone situation.

Originally Posted by Silk
Hi Guys Dad,
To be honest this excuse has been banded about for about a month or so saying it's swine flu and staff shortages. When I spoke to Daniel yesterday he said that there was just over 70 staff in at the moment and reading some posts on the net it seems to be about right for a full compliment.
Regarding Ben taking time to answer comments is that I think that Ben is Ben ***** edited by Silk who says he is the Marketing Manager and if that is the case it would explain why he is making time to reply on here and also why it would apear he is unable to contribute to the sales and service side of things !!!
To be honest the problem seems to be the staff that are actualy in work at the moment causing the problems by not dealing with them as they come up when they are given the chance whilst in contact with the customer.

No wonder this is getting confusing if posts are removed and I still don't understand why you don't want to put your name to anything on here ???

I can just imagine the situation can you ?

Judge "So tell me Mr Silk, what made you think the contract was cancelled ?"

Silk " Ben told me it was"

Judge " I see, Who is this Ben"

Silk "I don't know he didn't want to say"

Judge " What does he do"

Silk "I don't know he didn't want to say"

Judge "But he works for this mobiles.co.uk"

Silk " Yes I think so"

Judge " I see, did he write to you or email you or phone you ? "

Silk "no he told me on the Forum "

Judge " I see, whats the Forum ? "

Silk " Well it's a sort of chat thing where we all get together and discuss things"

Judge " I see, But he told you it was definatley cancelled ? "

Silk " well yes, errr no, well sort of "

Judge "Well did he or didn't he ? "

Silk " well first of all he did, then he said was going to be then he said it was then he said he didn't know then he said they were going to "

Judge " Take him down "

OneADay

Silk wrote: »

I can just imagine the situation can you ?

No!

RICK..._2

I've just sat and read this tirade of !!!! aimed at this company, do you have nothing better to do???

I'm sure most of their customers are extremely happy, but like any other company, they get things wrong, no-one is perfect.

Yeah it's been a waste of your time, so what? Why dwell on it and keep constantly kicking up a stink about it? no-one cares! If it's that bad talk to trading standards, rather than posting 5 million posts a day explaining how useless they are and how they keep lying to you.

Guys_Dad

Silk,

Getting a long thread now and I am a bit confused with what specific action you are actually still waiting for. Has the phone been returned to them? (Edit:- They have confirmed on this forumthat they have the phone back)

I understand all your frustration about failures to respond to calls, broken promises to contact you etc, but the mobiles.co.uk rep seems to have said that they are cancelling the contract and sending you £50 compensation.

Now I appreciate that this is simply being said in a forum post, but what, exactly do you want them to do?

I think if you were to put down the 2 or 3 bullet points that you see necessary to conclude your unfortunate experience with them, then that would be helpful.

I would think that a communication directly to you on their headed paper, even sent as a PDF initially confirming what was in the recent post from mobiles.co.uk would probably be the end of it (?) if they have accepted the return of the phone. As you didn't ask for a cheque, then if that arrives as promised in 14 days or so, then would that suffice?

I am not sure that any phone calls at this late stage would be productive.

It would be good to know if you actually get a letter from them eventually confirming all is settled. .

Silk

RICK... wrote: »

I've just sat and read this tirade of !!!! aimed at this company, do you have nothing better to do???

Hi Rick,
Thanks for the input. Yes as it happens I have got a lot of better things to do !

I'm sure most of their customers are extremely happy, but like any other company, they get things wrong, no-one is perfect

Probably and understandably so, however as is seen by this thread I doubt very much whether there are many companies who have this many faults and things going wrong

Yeah it's been a waste of your time, so what? Why dwell on it and keep constantly kicking up a stink about it? no-one cares! If it's that bad talk to trading standards, rather than posting 5 million posts a day explaining how useless they are and how they keep lying to you

The point you are missing is that I care !
I have got no intention of talking to trading standards what would be the point.
The whole point of this is running a "live" example of a need for "Customer Serviice" . Now I fully understand you might find it boring and are fed up with it but beleive me so am I.
If you read the posts all I'm doing is presenting facts and answering questions as they arise, I am not making 5m posts explaining how useless they are or how they keep lying to me. Its the facts that are doing that on their own without my need to express them.

Mobiles.co.uk_company_representative

Silk,

What is it you're waiting for? Again, phone received, contract cancelled, goodwill compensation issued, all done, no?

I simply don't understand what it is that you want from us, you're not making it clear and so of course you're not going to get satisfaction.

You must appreciate that we consider the matter closed and have moved onto dealing with this week's 7,000+ customers?

Thanks,

Guys_Dad

Mobiles.co.uk_company_representative wrote: »

Silk,

What is it you're waiting for? Again, phone received, contract cancelled, goodwill compensation issued, all done, no?

I simply don't understand what it is that you want from us, you're not making it clear and so of course you're not going to get satisfaction.

You must appreciate that we consider the matter closed and have moved onto dealing with this week's 7,000+ customers?

Thanks,

You will see I have asked the same question, but can you tell us what, apart from this forum post, has Silk had in writing - or by phone from your company confirming what you have posted above? Don't think he has received the cheque yet, but I could be wrong.

Mobiles.co.uk_company_representative

Other than (very) numerous assurances on here, which I consider official, a phone call was placed and answered to the customer and the above was explained, a phone call (courtesy, not obligation) was placed to the partner but went unanswered and I believe I have put this into an email to the (ex-)customer as well (although I can't be sure - I send a lot of emails).

Returns consider the matter closed following the phone call to the customer, and the goodwill cheque, and my activity here.

Regards,

Guys_Dad

Mobiles.co.uk_company_representative wrote: »

Other than (very) numerous assurances on here, which I consider official, a phone call was placed and answered to the customer and the above was explained, a phone call (courtesy, not obligation) was placed to the partner but went unanswered and I believe I have put this into an email to the (ex-)customer as well (although I can't be sure - I send a lot of emails).

Returns consider the matter closed following the phone call to the customer, and the goodwill cheque, and my activity here.

Regards,

Well, I believe you, but in all fairness, a post on here doesn't carry the same weight as a reply on headed notepaper. You must see that your current poor showing on Customer Service is feeding the fires that are accusing you of being a liar and your company as being dishonest.

I, for one, do not hold that view, but you have to do something about getting your back office to sort things out in line with your written promises on this forum if you want to gain the goodwill of the reasonable readers of this thread..