Mobiles.co.uk

Mobiles.co.uk_company_representative

mobilejunkie wrote: »

It's a similar pattern to E2Save (although that was by illiterate idiots and very short-lived) and Vodafone currently; when a company starts to fail on the basic through normal channels (in this case not answering the phone for hours) it sends someone on here to deflect the most public criticism rather than doing things right in the first place.

I chose to come here, of my own free will. I chose to stay. I chose to try and persuade you of our merits. I chose to try and understand common problems our customers might be having. I'm not Customer Services, I'm not PR, and this is reflected in the nature of my discussions here. Vodafone are also trying their best to help from what I can see, but they are coming from a traditional "customer is always right" CS approach. We both recognise the power of forums like this for speaking to customers.

Being called a mouthpiece and shill isn't exactly welcoming.

- as opposed to trying to cover it up with inaccurate statements such as the 14 days for receiving cheques. Has ANYONE received a chweque from this company within 14 days of the claim receipt???

I think someone mentioned a couple of pages ago getting their autocashback within 9 days. Has anyone received a cheque that took 28 days?

To be frank, you are very defensive, very reluctant to answer my questions and obviously have a chip on your shoulder about my company, although you refuse to tell me why even though it's obvious I'm trying to help you. When I say "worst case" this instantly becomes THE TRUTH to you, and when I try to demonstrate real world times you accuse me of contradicting myself and/or lying. When I update the site as a result of feedback you accuse me of trying to defraud customers - it's all very frustrating.

Regards,

Mobiles.co.uk_company_representative

Quentin wrote: »

You steadfastly refuse to comment on this, even though your 30 day window to make a claim is said to be restrictive by ofcom.

Making misleading claims isn't necessarily "touting for business" but it is cynical misuse of your posting privileges, and sounds suspiciously like an advertising slogan!

Engaging in a 3-day long discussion with 2 of my biggest critics is a cynical misuse of my posting privileges? Guilty, I guess.

Feel free to collate the number of CCJs against all of my competitors, if you think that's an objective measure of fairness. As it is I'm free to say what I think, and in my experience (and based on how we try to run the company) we put fairness to customers top of the list. Did you see me say we don't like cashback, because it results in friction with customers? Have you seen any other retailer saying that?

As for the 30 day claim window, we feel this is a fair amount of time to put a bill in an envelope and post it off. As I've previously stated a miniscule percentage of claims are rejected in any event.

bobstheboy

It is obvious that some posters on this site are intent of having an argument.

The vast majority of members will make up their own mind when it comes to which company to deal with. I have been bitten by a rouge mobile phone company (CoolNewMobile) so can understand some reluctance from people to trust anyone from these type of companies.

Ben has come across as an articulate, honest representative and I have just bought a deal through them. I would add because of my previous experience, I chose automatic cash-back instead of 5 incremental cash-backs spread over a few months, to save any hassle.

Keep up the good work Ben and just ignore the obvious *****

Quentin

Mobiles.co.uk_company_representative wrote: »

As for the 30 day claim window, we feel this is a fair amount of time to put a bill in an envelope and post it off.

Yes, you feel it's fair. But you would say that.

But Ofcom says not. You choose to ignore them. Even e2save comply!

Your expressed view about ofcom is they are unfair on you, as you will lose commission if you adopt their fair conditions, but your commission is between you and the network, and no concern to the poor customer.

But we are just consumers who only have ofcom to represent our interests. They have taken on board the problem.

They are trying to clean up unfair conditions. Other companies within cpw group are trying harder to comply than yours. The CPW Group seems content to have degrees of "fairness" as far as this issue is concerned.

No one forces your company to operate a cashback model. It must be profitable for your company who won't be concerned you don't like doing it. (Though maybe concerned that you post another personal opinion on this on a public forum in the company's name!)

mobilejunkie

Suddenly the 14 days is in respect of auto chequebacks - yet another misrepresentation of what I have actually been talking about and which (up until now) you have actually been referring to, albeit it in a very dishonest way. ALL my cheques have taken LONGER than 28 days; the latest claim was received more than 28 days ago and still not been paid.

I have no "chip"; just a very healthy dose of long experience with cpw companies. This makes me cynical and wary; statements distorting the truth beyond belief and utter lies do nothing at all to change that. I had hoped there would be a difference between Mobiles and other cpw companies; it seems any apparent differences are being quickly narrowed by these responses.

Strange how my apparent "chip" developed. I used to be accused on here of working for E2save when I gave good feedback. My feedback changed solely because the company's policy (and personnel) clearly changed to a "cheat the customer" and "ignore the t&c" policy. It seems that Mobiles is at least following the latter if not the former, along with completely misrepresenting the facts on the issues raised as opposed to the substitute ones they answer with.

People are free to make up their own minds; they are either comfortable with a cpw company sidestepping and misrepresenting the clear facts or they will remain cautious and sceptical and ensure they protect themselves in every way should they chose to use you.

Guys_Dad

Never really took to bear baiting and bull fights, so getting uncomfortable with Quentin and Mobilejunkie's two pronged attach here on a rep who seems to be being very reasonable. It's like "Bitter & Twisted 'R Us" day out with you two at present.

Mobiles.co.uk are indeed a part of CPW group. Now I don't know what autonomy Dunstone gives to each of his companies, but mobiles.co.uk seems to be pretty clean on actually settling the cashback cheques, (ignore timescale for the time being) unlike some of the other. So let's give the local management the benefit of the doubt and say that their culture is one of settling the cashback claims when properly received.

Yes, they should open up the 30-day window in line with their competitors or other CPW group companies and that would help them remain "best internet vendor" or whatever. And, since Ben can change the web t&c, i am assuming that this change would be within the gift of his company.

Payment period. I wonder if this is where the group policy kicks in. If all CPW companies have to go through the same cheque production company (another CPW company perhaps?) then mobiles.co.uk have their hands tied and it is no good accusing their rep of being either a liar or dishonest if there is nothing his company can do about it if it is group policy. Certainly he has written that he is seeking to improve on that and, as he has said, he is asking for any other MSE members to let us know what timescale they have experienced in receiving back their cheque.

As I said earlier, Q & MJ you are creating a bad image and I am getting a vision you two as the Muppet show old guys in the theatre box - Waldorf and Statler, I think they were called. And that's a pity as you have been very helpful in the past.

Mobiles.co.uk_company_representative

mobilejunkie wrote: »

Suddenly the 14 days is in respect of auto chequebacks - yet another misrepresentation of what I have actually been talking about and which (up until now) you have actually been referring to, albeit it in a very dishonest way. ALL my cheques have taken LONGER than 28 days; the latest claim was received more than 28 days ago and still not been paid.

Auto chequebacks use the same cheque production process, obviously. We tell them to print and post it, they do so.

If your claim is not your first, how long did the first cheque take to arrive?

And, again, we confirmed your claim within 21 days and now you are simply waiting for the cheque to arrive, so yes it's been longer than 28 days but is already on track to be much less than 58.

Regards,

mobilejunkie

Hardly. Putting autochequebacks and cashback claims (suddenly) into the same basket is completely avoiding the issue. I have already stated that NONE of my cheques arrived within 28 days and still you ask the same question I've already answered. Earlier you stated that you people receive their cheques within 14 days of its receiving the claim; now (once more) it's back to the 21 plus 28 (whihc you also originally reduced to 21). This is complete nonsense and a clear and obvious misrepresentation. If people are happy to place themselves in your hands when your words don't match your deeds so be it; they can't say they haven't seen clear warnings from your posts.

Mobiles.co.uk_company_representative

mobilejunkie wrote: »

Hardly. Putting autochequebacks and cashback claims (suddenly) into the same basket is completely avoiding the issue. I have already stated that NONE of my cheques arrived within 28 days and still you ask the same question I've already answered. Earlier you stated that you people receive their cheques within 14 days of its receiving the claim; now (once more) it's back to the 21 plus 28 (whihc you also originally reduced to 21). This is complete nonsense and a clear and obvious misrepresentation. If people are happy to place themselves in your hands when your words don't match your deeds so be it; they can't say they haven't seen clear warnings from your posts.

I'm not going to keep arguing this because you're simply not understanding my posts, especially the difference between "worst case" or "Ts&Cs" timescales as per the website and"real world" times as per my information.

Thanks,

Mobiles.co.uk_company_representative

Quentin wrote: »

Your expressed view about ofcom is they are unfair on you, as you will lose commission if you adopt their fair conditions, but your commission is between you and the network, and no concern to the poor customer.

Even though the customer is claiming for a refund for bills they haven't been paying, and we're already exposed for the cost of the handset? I think you should start a mobile phone business, I'd definitely buy from you.

Have a good weekend,

Regards,