Coolnewmobile, merged threads

Lynsey

gromituk wrote: »

"It's" = "it is" or "it has"; they mean "its" as in "his" and "hers". Oh well.

I will pass it on to them the next time I send a LBA
I wonder if they will correct it within 28 working days :rotfl:


Lynsey

mobilejunkie

Nah... they changed it to 45 working days but actually allow themselves at least 60....

sinjin_smythe

I've had my first cashback claim refused for using the wrong reference number on my cashback claim.
The Coolnewmobile order process generates 2 order reference numbers - the one you get on your confirmation email and one you get on the dispatch note when you receive the phone on the headed paper.
I used the one on the headed paper, despite being a reference number for the order generated by them, they wont accept it and have said i should have used the one in the email instead and have closed my claim.
The claim form IMHO is ambiguous and merely asks for an Order Ref No, which i presumed to be the one they sent me with the phone printed on paper.
I coukd understand if it was completely the wrong code and they couldnt identify my order through it, but both numbers relate to the same order on their computer systems, hence they were able to track me with it and write a refusal letter (within i few weeks of sending the claim!)
wondering if it is worthwhile pursuing this with an LBA and follow-up with Small Claims Court action on the basis that the number i quoted is also a valid order reference number for coolnewmobile?

Thanks for any advice
D

michaels

sinjin_smythe wrote: »

I've had my first cashback claim refused for using the wrong reference number on my cashback claim.
The Coolnewmobile order process generates 2 order reference numbers - the one you get on your confirmation email and one you get on the dispatch note when you receive the phone on the headed paper.

I did the same, am going to resubmit - I know the date is well past but that is because they took so long to 'process' the claim - well outside their contracted time.

I am also going to quote the unfair conditions in consumer contracts regualations which seem to state that a customer should not be put at substantial disadvantage for failing to comply with a minor formality (section 14.2 http://www.oft.gov.uk/shared_oft/reports/unfair_contract_terms/oft311part2.pdf)

sinjin_smythe

michaels wrote: »

I am also going to quote the unfair conditions in consumer contracts regualations which seem to state that a customer should not be put at substantial disadvantage for failing to comply with a minor formality (section 14.2 http://www.oft.gov.uk/shared_oft/reports/unfair_contract_terms/oft311part2.pdf)

Thanks Michaels, this is excellent advice, I am also going to do the same. Its great being able to back up your claim with some government legislation, particularly given the fact that we have complied with all other major aspects of the claim. Best of luck to us both :-)

TERMIN8TOR

I am in the same boat re reference numbers with Phoneboxdirect. I will follow Michaels' advice and resubmit (with photocopied invoices) and pusue through Small Claims if no success on this front.

sinjin_smythe

you could also argue that, if you look at your original confirmation email, it does not specifically state that the CNM number should be used on the claim form. In fact, the only specific instruction on the email is to use this number "if you have any queries relating to your order".
It can quite easily be argued that this ambiguity, intentional or not, could cause you to make this mistake. Why else would the company have 2 different reference numbers for the same order?
Also, if you were going to be pedantic you could argue that a reference "number" consists on digits from 0 to 9, a code can be made up of digits and letters, so technically speaking, we would have been correct in supplying the reference number from the dispatch note anyway!!

mobilejunkie

It's always been crystal clear to anyone who bothered to read this thread (and that of Phonebox Direct) that the reference number in the original email is the one to put on the claim forms. Also the t&c have always stated:-

Please be aware
Our offers are some of the best in the industry and rely on administration to be kept to a bare minimum; therefore it is your responsibility to follow the following redemption requirements:
All of the information required to claim is supplied to you during the sale process.
It is your responsibility to:
a) Record the order reference number that we give you at point of purchase.
which seems pretty clear to me which number is required.

It is not a mistake I would have made. I recommend people follow my basic rules (or else order at their peril):-

http://forums.moneysavingexpert.com/showthread.html?t=558661

I would, however, be prepared to argue in court (IF I had made that particular mistake!) that it was an unfair reason for rejecting your claims AND future claims.

If that sounds harsh I make no apologies; caveat emptor - you have to do your research and follow the vasic groundrules whoever you buy from or suffer the consequences with totally free deals.

IoweIoweitsofftoworkIgo

roony wrote: »

My second claim was received and signed for on the 14th of last month and still no email.

Hi, mine was received at their office on 20th Sept, received the usual e-mail acknowledgement 4th Oct.

sinjin_smythe

mobilejunkie wrote: »

It's always been crystal clear to anyone who bothered to read this thread (and that of Phonebox Direct) that the reference number in the original email is the one to put on the claim forms. Also the t&c have always stated:-

Please be aware
Our offers are some of the best in the industry and rely on administration to be kept to a bare minimum; therefore it is your responsibility to follow the following redemption requirements:
All of the information required to claim is supplied to you during the sale process.
It is your responsibility to:
a) Record the order reference number that we give you at point of purchase.
which seems pretty clear to me which number is required.

The funny thing is, i actually recorded all those details and worked out all the claim dates in an excel spreadsheet a few days after I!bought the phone. I took all my paperwork into the office to copy before sending off and didnt have the spreadsheet with me, so i seen the reference on the dispatch note with the details of my order, assumed it was an order ref no and put that down on the claim form instead. An easy mistake to make, despite all the preperations i had made.
I was prepared to write it off and put it down to experience, my cashback claims with other companies over the past 2 years went through without a hitch.
I think this company are a different breed though, after reading their other tricks to avoid payment, half of me hopes this does go to court because this instance is just taking the proverbial, but i doubt it will go that far.
If not, be happy knowing Ive subsidised your cashback claim for another year at least!