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Mobiles.co.uk_company_representative

Hi,

I am waiting for Silk to suggest a solution to the problem, because I cannot understand the problem.

The "poor showing on Customer Service" (all MSE cases combined) relates to approximately 0.0001% of our business this past few weeks. I'd hope that reasonable people can understand this and appreciate the fact that we're here in the first place.

Yes, Returns let me down initially in this one instance and a promised email was late in being sent. It will not happen again, and I would also stress that only Silk and Mobiles.co.uk have access to the full facts of the case.

Regards,

Silk

Guys_Dad wrote: »

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)

Yes they Rec'd the phone back on the 13th that was 11 days ago we confirmed this with the PO.
We were told it takes 72 hrs to cancel and confirm. We are still awaiting confirmation.

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.

Yes and he has been saying that since the 13th 11 days ago and I'm still not sure how the £50 is supposed to cover expences the phone calls alone cost me something like £43 something plus vat of course which excludes the days off work and hours and hours spent trying to get a posative action taken instead of all the excuses etc etc

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

The main thing is a formal notice that the contract has been cancelled we have had no response to emails or phone calls we have had no letter of apology we have had no cheque and we have had no explanations promised by Ben either heres a few of the things that didn't happen as he promised.
11th aug
5.13pm
Originally Posted by Mobiles.co.uk company representative
Email me your order number? ben at mobiles
Regards,

5.22pm
Originally Posted by Mobiles.co.uk company representative
Order number please.
And don't worry, it will all be cancelled and correctly credited in the end, it just looks messy while it's happening.

5.34pm
I posted
Ok fwd'd the email confirmation to you with order number on it
5.35pm
Originally Posted by Mobiles.co.uk company representative
Thanks - heading home now but will pick up shortly.
12th Aug
Needless to say had no reply to email had no reply to previous emails and was forced yet again to phone up
Quote:
Last Activity: Today 12:10 PM
Viewing Thread Mobiles.co.uk cashback problems
I'm still on hold 30 mins now !
So even though Ben was online watching what was going on still no reply untill
1.36pm
Originally Posted by Mobiles.co.uk company representative
Sorry Silk, I'm having a nightmare day but I have asked Returns to sort this as a priority, before you got through. Daniel will sort it all out. Have been reading, yes, but not had chance to respond as yet.
Needless to say daniel never sorted either
3.38pm
Originally Posted by Mobiles.co.uk company representative
Apologies.
Will find out why promises were broken; it obviously shouldn't happen.
Regards,
Needless to say Ben never got back with why promises were broke

I could go on and on with loads of examples about supervisors going to get in touch and people supposedly ringing even though Ben promised it eg

17th Aug
Hiya,

Someone will be in touch. Sorry that it's not happened yet; as I said though, everything's resolved.

We have been promised the earth on here by Ben and nothing has happened apart from a garbled email from Daniel when asked for a returns number and instruction he just said it was out of stock ?????
Oh and a very brief phone call which my partner told David she couldn't take and to phone me back at 10.45 (that never happened either !)

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

First of all regarding the cheque to be honest I didn't ask for it and for some reason people think I'm doing all this for some sort of compensation which I hasten to say I'm not. The other problem is I don't know how this figure has been arrived at because if it's to cover the phone calls then it does just about. If it is supposed to cover my days off work and the many hours of frustration and anger caused to both myself and my partner then it doesn't.
All pie in the sky at the moment anyway going on past experiances.

Silk

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?

Thanks,

You have rec'd the phone yes without any help from your company i hasten to add and at my cost
You keep saying various versions about the cancellation and i keep telling you we have rec'd nothing
This talk about compensation being issued whats it for and whats it based on ?
So all done NO ? I don't think so

Silk

Guys_Dad wrote: »

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.

Hi GD,
Thanks for that no you are quite right nothing rec'd either by phone fax letter psychic message nothing other than on here

iwanttosave_2

Has Silk actually said what she wants yet?

I'll write a bloody letter at this rate.

Silk

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,

WHAT !!!!!
This takes the biscuit now :mad:
I've told you there was no phone call to me and there was no missed calls we ran it live on here and there was no call !!!!!!!!!!!!!!!!
There has been no emails from you so again you are mistaken please don't try to use that one because it won't wash :mad:

Silk

Guys_Dad wrote: »

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..

Hi GD,
You are correct it's feeding the fires because I'm sick of this !!!
2 weeks ago all we wanted to do was change a faulty phone and keep the contract.
And all because of this theres no contract, no phone and a load of hassel !!!
Absolutley amazing !!
Carrying on a business like this over the public forum is just crazy and it's angering quite a few people on here because of the resistant posts to try and sort the problem out.
Ben wants us to keep him posted and give him feedback on here but when we do nothing happens other than a modification to a website to cover their backsides in the future etc
!

Mobiles.co.uk_company_representative

Hi,

So are you the customer or the partner of the customer? Because we did call the customer and we did explain all this. Some of what I said (eg "I'll look into why promises weren't kept") was an undertaking to fix things, not a promise of a response (I'd rather fix things, apologise and learn than rake over the coals forever).

I'm fairly sure I emailed the customer but between profile names here, customer names in reality and the fact there appears to be 2 of you I can't be sure, as I said.

I'll ask Returns to write an email to the customer once we're satisfied everything is finalised (cancellation by network was confirmed as actioned 2 days ago, the system says) but they are exceptionally busy trying to look after live returns so me insisting on them re-opening closed ones doesn't go down well.

The compensation was a goodwill gesture, I acknowledge that the customer says they were kept on hold for a long time and before successfully contacting us on the 11th and that the phone was faulty as delivered.

Regards,

Silk

Mobiles.co.uk_company_representative wrote: »

Hi,

I am waiting for Silk to suggest a solution to the problem, because I cannot understand the problem.
Regards,

That explains a lot here Ben if you can't understand the problem !
This problem developed because we couldn't get through on the phone
We sent several emails which were never replied to !
We even sent you an email at your request which wasn't replied to
We disussed it on here and nothing happened!
We eventualy spoke to Kelly nothing happened
We spoke to customer services nothing happened
We PM'd you nothing happened
We spoke to daniel nothing happened

The only thing that happened was i gave up and sent the phone back and you lost the contract.
Now if you don't see the problem here I do and I'm sure that others do too

Mobiles.co.uk_company_representative

For fainess' sake, this is how it's represented here;

Customer contacts us for exchange 11th. Emailed customer 12th to advise replacement is out of stock, customer replies asking to swap to cancellation. Customer sends phone to HQ, phone received 13th, forwarded to warehouse that day for cancellation, actioned. Phoned customer 18th (delay as I had advised them on here it was sorted) to advise received, cancelled and cheque is on way as goodwill gesture.

As far as Returns are concerned, all very straightforward and dealt with there and then (within 2 days of initial contact, 11th - 13th).

Regards,