Mobiles.co.uk cashback problems

Quentin

Instead of updating the site to point this out to customers, why not instruct your people to accept similar claims that meet the original ts + cs. You can't expect customers to keep checking your site for amnendments!

And why not improve your "fair" to customers stance and update the site again and adopt the ofcom 60 day window for submitting claims now?

Mobiles.co.uk_company_representative

A managed move to 60 days is occurring, but is not yet ready to be implemented. I've not mentioned it as yet because I know it needs to be planned and launched properly, and if I announced it then I would come under unreasonable (from a business point of view) pressure to implement it immediately. It's also being combined with some other changes to T&Cs (all designed to make claiming easier, such as email submission and online claim tracking).

I still hold that 30 days or 60 days, both are more than adequate time to receive a bill, copy it and post it, and thousands of happy customers would agree.

Regards,

thor

What is the problem with accepting recorded or special deliveries on a saturday? Is your staff not trustworthy enough at weekends?

mobilejunkie

More to the point, why is it that they claim it doesn't matter if they are WEEKS late in delivering cheques under the t&c and yet refuse a claim which was sent on time but arrived ONE day late simply because they wouldn't sign for it on a Saturday?

To all those who defend this company and attack Quentin and myself for warning people and pinning down the rep, BEWARE. This is and will remain a cpw company. I have been criticised many times on here BUT my warnings are in fact well founded. Anyone reading the rep's answers objectively must be able to see plainly the usual twists, turns, distortions and downright lies they produce.

I will continue to attack such propaganda until the day they actually do as they claim and not something completely different which flies in the face of fairness, good practice and (most importantly of all) their OWN t&c.

Mobiles.co.uk_company_representative

I look forward to taking your criticisms onboard and working to improve both our reputation in your eyes and the way we do business. It's why I'm here, it's already started and I know that with Quentin and yourself watching I'll have access to the most cynical and outspoken of our critics - which I see as a good thing.

As I've said previously I'm more than happy to help out if you have any questions/queries about us, CPW or the industry in general.

Have a good day,

Guys_Dad

mobilejunkie wrote: »

To all those who defend this company and attack Quentin and myself for warning people and pinning down the rep, BEWARE. This is and will remain a cpw company. I have been criticised many times on here BUT my warnings are in fact well founded. Anyone reading the rep's answers objectively must be able to see plainly the usual twists, turns, distortions and downright lies they produce.

.

As I said to both you and Quentin, you have indeed done sterling work in the past warning people about CPW companies. But it does appear that when Ben came on here and appears - at face value at least - to be taking on board some of the points that have been raised and embarking on making changes that he should be given the benefit of the doubt.

And, reading objectively as you suggest - and not subjectively as you are bound to do with all the previous experience that you have had with other CPW companies - it does appear that no matter what Ben does or says, both of you seem to find a reason to attack him and his company rather than encouraging him to put the changes he has highlighted into practice.

No - I have no reason to defend mobiles.co.uk and I have absolutely nothing to do with the mobile phone industry whatsoever but I am beginning to suspect that both of you relish the platform that this forum provides to sound off as resident experts completely choosing to ignore when someone within a CPW subsidiary genuinely appears to the objective contributor to be trying to make things better.

Now maybe I am being conned by Ben's approach and time will tell, but so far, as I wrote before, you are coming across as anything but fair and objective. As Burns wrote

"O wad some Power the gift tae gie us
To see oursels as ithers see us! ".

It comes from his poem "To a Louse", but no slur intended - genuinely

mobilejunkie

Rep:- When I am convinced - and after all the rubbish other cpw companies have been dealing out for the last two years - I would praise and support you as I now do with your main competitor (please don't pretend you don't know who they are again!). As I said previously, I once praised E2Save (then they WERE trustworthy and honoured their contracts) and was accused of working for them as a result. I actually have no axe to grind; I am quite free and independent (you certainly are not!) and go by rather a LOT of actual experience and knowledge of the organisations I criticise or praise.

Your answers generally have made me more cautious and more critical of your organisation. I prefer honesty and detest deceit and lies. After so long dealing with your counterparts it is obvious and familiar - and of warning rather than recommendation. In particular, the response to payment times (ignoring actual timing, substituting irrelevant - autocashback - and untrue ones - 14 days ), t&c updated as you go along when caught out, disregard for t&c on your side but immediate enforcement on the customers all underline my criticism and warning. Aside from all of that, having to rely on contacting you on here rather than the normal and proper way of doing things is also familiar and says more about the problems with your company than your apparent attempts to help the few on here. Quoting thousands of happy customers who do not use this site and who are therefore only heard by YOU is quite meaningless and highly questionable (especially in light of specific responses on here).

I hope that one day you prove me wrong; so far you've done the reverse as far as I can see, underlining the criticisms being made. You can fool some of the people all of the time and all of the people some of the time - but practice and not words are what count.

[Deleted User]

Mobiles.co.uk_company_representative wrote: »

I'm not going to revisit old ground, as I think I've done my best to show where you're wrong on all your other points and yet you still go out of your way to portray the company in the worst possible light as a result of your failure to understand some very simple facts, and out of a personal vendetta against CPW.

However, a) I made no such claim as to my position within the company and b) I would never boast, it's not very appealing - I voiced an opinion in trying to communicate our attitude to how the company runs.

Anyway, to the OP; we don't accept signed-for post on Saturdays as this would complicate our staffing rotas (only certain people are authorised to sign for deliveries); I'm updating the site (tomorrow) to clarify absolutely that we can't accept signed-for post on Saturdays which will avoid this happening in future.

Because the site is arguably not yet clear about the Cashback Team not working Saturdays I'll ask that your cashback claim is authorised as an exception, if you could email ben at mobiles.co.uk?

Thanks,

Fair does to them. Cant say fairer than that...

mobilejunkie

Guys_Dad wrote: »

As I said to both you and Quentin, you have indeed done sterling work in the past warning people about CPW companies. But it does appear that when Ben came on here and appears - at face value at least - to be taking on board some of the points that have been raised and embarking on making changes that he should be given the benefit of the doubt.

And, reading objectively as you suggest - and not subjectively as you are bound to do with all the previous experience that you have had with other CPW companies - it does appear that no matter what Ben does or says, both of you seem to find a reason to attack him and his company rather than encouraging him to put the changes he has highlighted into practice.

No - I have no reason to defend mobiles.co.uk and I have absolutely nothing to do with the mobile phone industry whatsoever but I am beginning to suspect that both of you relish the platform that this forum provides to sound off as resident experts completely choosing to ignore when someone within a CPW subsidiary genuinely appears to the objective contributor to be trying to make things better.

Now maybe I am being conned by Ben's approach and time will tell, but so far, as I wrote before, you are coming across as anything but fair and objective. As Burns wrote

"O wad some Power the gift tae gie us
To see oursels as ithers see us! ".

It comes from his poem "To a Louse", but no slur intended - genuinely

For much of the time of our "sterling work" we were criticised by people who had not encountered problems with E2Save. By the time many of those people did (having ignored my/our warnings) it was too late.

"Appears" isn't good enough. Actuality is what counts. I am quite clear that the responses made to my criticisms underline them - they certainly do nothing to reduce them.

If you and others are happy to believe such nonsense, that's fine. Hopefully (as with E2save) others will take heed and come to a different judgement. If not, I am thick skinned and will continue to base my criticsm on actual and substantial experience and what is plainly the same old responses which a dishonest company uses to defend itslef and "appear" to be helping its customers. What about the (no doubt) hundreds of non-users of this site who have wasted THOUSANDS of hours trying to get responses from this company to no avail?

It's amazing to me that a dealer can claim to be leading the industry (absolute rubbish) and innovative (it is merely following what others have done long ago) and fair when its main rival answers the phone, deals with any problems and has virtually no adverse feedback (which is rife on here until the representative appears to take a hand) at all.

You are entitled to your conclusions; I have been here before and was hoping actually for a much better respnse from the rep on here.

OneADay

Have been following this thread, it started with the OP having a specific problem which looks to being resolved through some common sense.

CPW has not done itself favours in the past - my last contract through them was in 2005 and I did find it more a hurdle doing cashback claims back then. But then most other companies operate like that.

Since 2005, I have used Phones4u and have been very happy with doing cashback deals (only this week got my cheque and my brothers through post just 10 working days after sending it in and got a text message telling us within days of seniding forms in to say we would get our cheques in 10 days).

Now Phones4u do operate on 60 days but whether that would have helped OP is doubtful - would have said same problem if he/she had sent form in on 59th day it was a Saturday.

I think as long as mobiles.co.uk learn something through this thread - then its a good thing and give them credit for listening.

If I could raise another point about mobiles.co.uk - another thread on here someone had a problem sending a phone back within 14 days as he/she had used the sim? I checked the T&C on mobiles.co.uk site and indeed it said if you use the sim you accept contract and cant send phone back. That just sounds crazy - if you buy online, by law you should have right to return within 14 days - pay for any usage and no contract.