Mobiles.co.uk

Mobiles.co.uk_company_representative

mobilejunkie wrote: »

Oh, I'm not important like you; I'm merely a customer who's had a massive dose of your company's "service" and honesty in the past. I have no vested interest - you obviously do. The era when cpw goes back to treating its customers fairly will be when I defend you rather than warn against you.

Let's just take one example of Mobiles treatment in particular. Your t&c state that you will send cashback claim cheques within 30 days of receipt of the claim. Instead, you consistently take one-two weeks to accept each claim, and then pass them to cpw to pay - allowing 28 days from that point. This immediately breaks your own t&c and cheques invariably take longer than the 30 days to arrive.

Currently (I just checked with the department) receipt of a cashback claim is confirmed the same day as it is received, confirmation of validity occurs within 4 days of receipt and a cheque is raised within 7 days of receipt - well within the 30 days quoted.

The printing of the cheque is handled by an outside company, their speed is actually an issue I'm working on at the moment as I would agree that 28 days seems excessive.

However, our T&Cs do state that a cheque will be raised within 30 days and that it may take an additional 21 days after this to arrive, so everything is well within stated timescales.

Regards
Ben

Quentin

Mobiles.co.uk_company_representative wrote: »

We've never been taken to court over cashback, not one single time.

Although this may be correct, it is not the full story. When taking a company like this to court, then the defendant is actually the CPW! (ie CPW not their trading name). And of course cashback claims are usually settled before they actually reach the court! In the case of claims against cpw (and it's trading companies) they do prefer to settle eventually rather than attend a court.

Whenever you take a "separate company owned by CPW but managed independently from their own premises" to court, the case has to be between the claimant and the CPW as defendant.

So the CPW defends all cases via their central legal department.

No surprise to learn the registered office for mobiles co.uk. is actually the CPW registered office (as it is for all their other "separate companies" we have heard of such as e2save/phonespot/osps!)

Mobiles.co.uk_company_representative

We've been supplying discounted line rental deals for around 6 years now, 4 of them as an independently owned company, during which time precisely zero customers have taken us to court. We've been trading online for 14 years this October, and have probably despatched nearly a million handsets in that time.

I'm proud of how we treat our customers, of the innovation we've brought to the market (from instantly-despatched free gifts to automatically-paid cashback to instantly available credit check decisions) and of the fact that we're now part of the world's largest independent mobile phone retailer, which in turn is now partnered with the world's biggest electrical retailer, Best Buy.

Regards

Quentin

Mobiles.co.uk_company_representative wrote: »

our T&Cs do state that a cheque will be raised within 30 days and that it may take an additional 21 days after this to arrive, so everything is well within stated timescales.

Not true!

You mislead your customers when you post misinformation like this.

This is what your Ts + Cs actually say:

Your cheque will be sent within 30 days of us receiving your claim provided you are eligible and we can verify the claim

Mobiles.co.uk_company_representative wrote: »

I'm proud of how we treat our customers

Yet you are prepared to attempt to mislead us over the printed ts + cs, so why not over your court summonses? As already posted, the CPW would be the defendant anyway!

Care to tell us how many summonses they have had - and how many CCJs resulting from them?

Mobiles.co.uk_company_representative

Cheques are sent within 30 days, which is what it says.

I thought we added the line about 21 days to arrive to the website, but you're right and we didn't. It will be on our site by tomorrow though, thanks.

The emails sent when a claim is received, validated and paid do however say this which is where my confusion came from.

No court cases, no CCJs.

Quentin

That's what it says in the Ts + Cs. That is what you agree with the customer.

But your reply as to why you constantly send them late was to say:

our T&Cs do state that a cheque will be raised within 30 days and that it may take an additional 21 days after this to arrive, so everything is well within stated timescales.

You seem to be making up a new condition for this discussion.

The actual condition makes no mention of cheque "raising" or a further 21 days.

jonkong

I had a text about the quality team last night, saying I'd been accepted by the chossen network and it has now been passed to the quality team for further checks. Great I thought my new iphone will be dispatched tomrrow(today).

10 mins ago I get another text, my order is out of stock, and to call a number to discuss, the number just rings and ring then cuts off. Surely they check stock before contacting the network provider?

To Mr mobiles.co.uk, what can I do to get hold of someone your end to find out about my order?

Mobiles.co.uk_company_representative

Just to be clear, the amount of time it takes to send a cheque forms part of no Terms & Conditions of business - it's simply a page on our website.

The company that Carphone uses to securely print cheques takes up to 28 days to do so, although this is something I'm directly working on improving. The key point here surely is the time taken to approve the claim, which is currently 7 days at most.

Regards

Quentin

Mobiles.co.uk_company_representative wrote: »

I thought we added the line about 21 days to arrive to the website, but you're right and we didn't. It will be on our site by tomorrow though, thanks.

The emails sent when a claim is received, validated and paid do however say this which is where my confusion came from.

No court cases, no CCJs.

Changing the ts + cs on the website is a well known CPW tactic Savvy customers print off their ts + cs at the time of purchase!

It's no good to keep repeating no court cases! The defendant should cpw companies are sued is the CPW, who have had plenty! And CCJs too!

Quentin

Mobiles.co.uk_company_representative wrote: »

Just to be clear, the amount of time it takes to send a cheque forms part of no Terms & Conditions of business - it's simply a page on our website.

You are again wrong.

Your cashback conditions are clearly labelled as "Ts + Cs" on your website:

"For cashback and discounted line rental T&Cs please click here."

When you "click here" you will see the condition regarding when the cheque will be sent.

No doubt will be changed tomorrow as well!