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mobilejunkie

If I am I'm in a garden of them, with the tallest the most obvious (I'm quite short).

bobstheboy

Why is that short men make the most noise ?

mobilejunkie

Maybe because they can't afford to go around with blinkers on. However, you are also guilty of yet another assumption.

Silk

iwanttosave wrote: »

Quite frankly no we don't. I'm struggling to understand you at all.

Silk for goodess sake, stop skirting around with your rantings and write in black and white what you want mobiles.co.uk to do so we don't have to put up with this thread being bumped up all the time.

It's not surprising you are struggling because I am too.
The problem is that because contracts don't get cancelled as they should by mobiles.co.uk O2 take the money as in Tylers post at the beginning of this thread which is the main problem.

tylerjaffa wrote: »

I have been waiting a week for an e-mail! I want to cancel my contract and O2 have already taken my first payment!

Totally unacceptable, staff sickness or no staff sickness!

Fortunately as a long standing customer with O2 since 1987 and the days of Cellnet I was able to make them aware of the situation on the 12th. a senior manager even tried ringing themselves whilst I was on hold but I got through first
My post at 1.28pm on the 12th...

Silk wrote: »

Right latest update.....Daniel has found the email the same as Kelly did yesterday morning and has promised to reply to it with returns details within an hour.
I've explained to Daniel that we are now cancelling the contract rather than get a replacement phone as we have completley lost all faith in the company.
Funny thing is O2 tried ringing and were put on hold but I managed to get through before he did so he gave up too. Don't think he was too happy either :rotfl::rotfl::rotfl:

O2 agreed to monitor the situation and let things run their course to see if mobiles.co.uk actioned the cancellation. On Friday O2 advised that the contract had still not been cancelled and asked me to Fax through the copy of the recorded delivery.
Within 2 minutes of doing so O2 came back and confirmed they had cancelled it on my behalf
They advised to get formal notification from mobiles.co.uk this is still outstanding.
I've a few replies to this thread so in keeping with your wishes of bumping the thread i shall post all at the same time
To be honest It's a complete waste of time the threads become all mixed up. Ben is cracking daft that he doesn't know whats going on or what has happened even though it's all been explained god knows how many times in emails phone calls and PM's etc.

Silk

Mobiles.co.uk_company_representative wrote: »

Sorry but that really doesn't clear up with whom I'm speaking here.

Regards,

People say the only thing worse than a liar is a bad liar and you know exactly who you are speaking to by your post on the 20th so please don't try to cloud the issue by acting confused

Mobiles.co.uk_company_representative wrote: »

As I said, the customer was spoken to successfully Tuesday and the situation explained, hence no reply to the emails. I said "around 9:20" because I didn't have the details in front of me so it was from memory; this is when we spoke to the customer, and subsequently a call was placed to yourselfbut not answered.

Regards,

So not only have we got the lie about a non existant phone call we now have the lie about you not knowing who is who !!!

So to move on do you remember this post you made way back on the 13th ????

Mobiles.co.uk_company_representative wrote: »

Hi Silk,

Mobiles.co.uk_company_representative wrote: »

Our returns department is currently under-staffed through a combination of illness, recent staff departures, training courses and holiday; I agree entirely that you have not had a good experience and I'm speaking to the Operations Manager to investigate what happened and come up with actions to stop it happening again.

Either myself or the Operations Manager will be emailing you with a fuller explanation, a detailed apology and we shall also of course be considering how we can make it up to you.

So regardless of the excuses of illnesses, staff departures, training courses, holidays etc it carried on happening didn't it ???
You said either yourself or the Ops Mgr will emailing me ...needless to say another empty promise

Oh yes and you were considering how to make it up to me too

So lets quote a few of the things you were supposed to be doing shall we that are still outstanding
11th Aug

Email me your order number? ben at mobiles

I did nothing happened !!!!!
12th Aug

Will find out why promises were broken; it obviously shouldn't happen

Never heard anything !!!!!

I have asked Returns to sort this as a priority, before you got through. Daniel will sort it all out.

They didn't and neither did Daniel !!!!!
13th Aug

Silk, phone received, cancellation underway, someone will be in touch very shortly with an apology and compensation

It wasn't cancelled and no one was in touch

Absolutely, they're ( Ops Mgr)aware of the thread and I forwarded that post.

Never heard from them !!!!!!!!
19th Aug

I've followed this up and been advised that we tried to contact your partner yesterday within the hour, but there was no answer - and we subsequently called you back?

Total fabrication still waiting for the call !!!!

I could go on but whats the point you've been on the case 2 weeks now and nothings happened. :mad:

Silk

Mobiles.co.uk_company_representative wrote: »

We can't be responsible for you taking 2 days off work to sort this out (none of my staff would get away with doing so, for instance), and postage is refunded via cheque normally but in this case would be a part of the compensation offered.

Please tell me when it is an urgent matter when you can't through on the phone and you don't respond to emails how else is a customer expected to get a response ????
The actions I had to take were forced on me because of your extremely poor customer service and lack of response

Silk

Mobiles.co.uk_company_representative wrote: »

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,

Lets look at the facts that are represented here shall we, of what actualy happened rather than the spin you are trying to put on it !
Customer spends 6 days trying to get a returns number and instructions.....6 hours of phone calls 4 emails very large number of posts on here 2 days off work and does not get any response other than a garbled email its now out of stock !!!! Ends up having to send it back without instructions.
The returns wern't dealt with there and then because you did nothing You will find as shown on this thread quite clearly it was the customer that did it all because you did not assist at all :mad:
Meanwhile 7 days after you received the phone back and notification you had still not cancelled the contract and it was left to the customer to cancell it for you.
Those are the facts quite clear quite well documented and all logged on here.
You did absolutely nothing other than make it as hard as possible !!!!!

Guys_Dad

Silk,
you are absolutely right in your frustration with the lack of promised customer service that you were promised. On the other hand, mobiles.co.uk rep sees things from a different angle and, although there is no excuse for the lack of communication that was promised, you need to understand that whereas on your side there was only you and your partner, on their side, a number of different individuals, each with their workloads were involved and internal communication plus clearing things with the network itself had to occur.

The result of that is that you and mobiles.co.uk are never going to agree on the rights and wrongs, and you are getting to repeat the history rather than reach an agreed settlement.

What is now most important, unless you want to make a career out of multiple postings on your one-time experience with this company (which I am sure you don't, having better things to do) is to get this wrapped up and move on.

So, what do they have to do now to achieve that goal?

Silk

Guys_Dad wrote: »

. internal communication plus clearing things with the network itself had to occur.

Hi GD,
Thanks for the input,
First of all there was no need for network involvement at first because fo the first 6 days we wanted a faulty handset replacing it took 6 days to get to that stage
The number of individuals is staggering and you would have thought either the ones dealing with the emails (whoever they are)or Kelly, Jack, Woman at CS (who didn't give her name) Daniel, David and Ben could have done what was a very basic task of advising a returns number and advising how to return.
Surely it's not rocket science and surely its a click and paste job I cannot believe it's a major task to advise how to return something. After that it's also a very easy process to cancell the network it took precisely 2 minutes because I did it through O2 it was not hard at all.
Most companies as you know include within the delivery, instructions and the method for returning but these people don't. It is assumed that this is so they can get past the 14 day deadline
As far as communication goes you are correct there is no excuse whatsoever !!!

Originally Posted by Guys Dad
On the other hand, mobiles.co.uk rep sees things from a different angle on their side, a number of different individuals, each with their workloads were involved and internal communication

Perhaps you could be right GD
Maybe I've got things wrong here ?
Maybe it's unreasonable to expect a company to answer the phone ?
Maybe it's too much to expect a company to answer emails ?
Maybe it's unreasonable to expect a company to be able to cope with after sales problems.?
Perhaps we ask to much when we ask a company how to send something back or confirm something ?

Originally Posted by Guys Dad
The result of that is that you and mobiles.co.uk are never going to agree on the rights and wrongs, and you are getting to repeat the history rather than reach an agreed settlement

Yes sadly we have to keep going over old ground because Ben tells lies about not knowing who I am or making phone calls and sending emails etc. and he seems to keep forgetting what he has promised to do.
If he did what he was supposed to do and promised to do non of us would be in this position.
Some of the stories that the staff tell are a farce ! The one about the building being infested with Swine Flu is an insult not only to my intelligence but an insult to Swine Flu with scare mongering like that !:rotfl:

Originally Posted by Guys Dad
What is now most important, unless you want to make a career out of multiple postings on your one-time experience with this company (which I am sure you don't, having better things to do) is to get this wrapped up and move on.

I think you will find that we have been trying to do that ever since day one ! But it's been going on and on and sinking lower and lower with each day.
You yourself and a few others have witnessed that no matter what you ask of them or what they promise, nothing happens :mad:
What amazes me is the fact that they try to make you feel guilty about making what I thought was a reasonable request ie all we wanted was a phone that worked and was suitable for NY !
What should have been a pleasant experiance for my partner getting a new phone has turned into a costly nightmare.

Originally Posted by Guys Dad
So, what do they have to do now to achieve that goal?

The problem is GD, it shouldn't be down to us to tell them how to rectify the situation should it ?
It also seems that for some reason certain people on here are thinking that I'm doing it for compensation which I'm not.
What should happen (and you and I both know it's not !) is the following and perhaps you may agree or disagree ?

The formal notice of cancellation of contract should be sent through normal channels
The promised explanation from the Ops Mgr as promised
A sincere letter of apology to my partner (perhaps a bunch of flowers or small token maybe ?)
A more realistic offer of reimbursement more reflective of the costs incurred.

Pie in the sky ??? probably

Guys_Dad

Silk wrote: »

Hi GD,
What should happen (and you and I both know it's not !) is the following and perhaps you may agree or disagree ?

(1) The formal notice of cancellation of contract should be sent through normal channels
(2) The promised explanation from the Ops Mgr as promised
(3) A sincere letter of apology to my partner (perhaps a bunch of flowers or small token maybe ?)
(4) A more realistic offer of reimbursement more reflective of the costs incurred.

Pie in the sky ??? probably

OK. You have laid it out clearly.

Certainly (1) should happen and, given the admin history, I would expect that within a week from now at the outside. (I know that this is quite a long time, but experience over optimism, eh?)

(2) and (3) as far as headed notepaper letter goes would be the proper thing to do. Informal posts on here don't quite do it. Flowers? Maybe not, given the compensation cheque on its way.

(4) Well, some of the costs you incurred through taking time off etc may actually be difficult to warrant any additional compensation. But that is something you should discuss with them off line, if you want any better result rather than simply continuing this diary/blog. You may get more off your chest by more posts, but any improvement in £££ would be achieved in one-to-one.

But you need to take on board that they will take the view - as they have already written - a lot of the costs were self-incurred with the amount of time off work and effort you put in on this. It was a mobile phone , after all, not a new battery for a pacemaker. And, although you did receive some appalling lapses in promises, you did get it in writing fairly early on (6 hours after your first post) that mobiles.co.uk would cancel the contract and many witnesses on here to that if they had reneged.

A friendly tip for the future - don't fly RyanAir, because if this made your blood boil......................................... !!