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Silk

patricchio wrote: »

The same thing is happening to me. I sent my request to cancel my contract and return the phone on 1 Aug (9 days after my purchase, so within the 14 days limit) and after 10 days of chasing with more emails and zero replies, I finally managed to speak to returns yesterday (1hr and 20 mins in the queue). Guess what ? They told me that the 14 days have now passed and "it's out of their hands"! I could not believe it... they told me to email "supervisor@mobiles.co.uk"... and guess what (2)? It's now been another 3 days and no reply. In the meantime O2 have started to happily cash in my monthly payments for a mobile which is still in its original package and I desperately want to return but I can't.

Definitely not impressed.
HELP!

Interestingly I was told to email supervisor this morning but was told the supervisor wasn't in and they didn't know when they would be in ! I asked for a name but was told it was company policy not to give out the name of the supervisor. As the supervisor wasn't in and they didn't know when they were available I didn't see the point of emailing them :rolleyes:
If the supervisor has been off it would explain why they haven't replied to you.
Got to admit that alarm bells are starting to ring now.

jonkong

I last week ordered an nice new iphone from mobiles.co.uk, no problems there apart from I requested to have it delivered by CityLink and not RoyalMail. Finally got my hands on it friday. Still no real problems until I look at my account with o2, mobiles had set me up on a 24 month contract not 18 as ordered, so I contacted them Saturday morning, was in the queue for about 25 mins the spoke to a very helpful lady, who said she would contact o2 to see if the contract could be changed. She called back, which I missed due to not taking phone to bathroom. So I called back, in queue again for 30 mins, spoke to the same very helpful lady, who told me I had to return my iphone, they woudl cancel the contract and I would have to re-order. Which I have done, called them yesterday to check the had received it (on hold for 25 mins+), they had, so I ask the lady I spoke to can I order an iphone again now, yes not a problem, so I went on teir website and did just that. Emails and text came in saying I'd been accepted. Then at 5:20pm yesterday I got a text and email, "Problem with you card details" please call to rectify. Placed the call at 5:20pm was in the queue until 6:01pm when I lost my signal.

Will they call me to sort out the card details? NO!!!! I've emailed them twice asking them to email or call to rectify the card issue, but all I get it text and emails telling me there is a problem with my card details, automated emails/text at that :mad: :mad: :mad:

Why can't they take 5 mins to call me, rather than me take 30mins+ which the only time I can do this is in my 30mins lunch break.

Mobiles.co.uk_company_representative

jonkong wrote: »

Why can't they take 5 mins to call me, rather than me take 30mins+ which the only time I can do this is in my 30mins lunch break.

Email your order number to ben at mobiles.co.uk?

Sorry,

Silk

Mobiles.co.uk_company_representative wrote: »

Email your order number to ben at mobiles.co.uk?

Sorry,

Hi Ben,
Whats happening ?
I've still not had reply from email sent Monday nor the one sent Tuesday nor the one sent to you yesterday.
I need to sort this out this morning without fail.

Silk

Hi Ben,
Ok had enough now as you have read this thread and others this morning and failed to reply to emails I'm now phoning yet again and am on hold now

Silk

Update.....Jack has just answered ?????? that was quick ...mind you am now on hold again for a member of the returns team :rolleyes:

Silk

Hi Ben,
I see you are reading
18 mins on hold now

Silk

Hi Ben,
I see your reading still ...........

Last Activity: Today 12:10 PM
Viewing Thread Mobiles.co.uk cashback problems

I'm still on hold 30 mins now !

Silk

Update, 42 mins on hold now !
As a side issue O2 have tried ringing and been put on hold too :rotfl::rotfl::rotfl:

Quentin

Silk wrote: »

I need to sort this out this morning without fail.

Oh no!! You failed! Your target has turned out to be simply unrealistic.

You cannot get anywhere despite the bad publicity they are getting through this thread, but what about the majority of their customers who don't come here, and have to accept their decisions/poor service etc. (And also will have suffered because they refuse to accept legitimate cashback claims on Saturdays then repeatedly tell them that the claim is denied when eventually Monday comes round, they "accept" the claim but then say it is outside their unfair (according to ofcom) 30 day claim window).