Mobiles.co.uk (more problems..!)

Chris___2

Hi everyone,

I've just purchased a phone from mobiles.co.uk, with the intention of using their price match promise offer so i can get the same deal as dialaphone are offering... unfortunately, I should have done my homework before going ahead and read reviews or mobiles.co.uk before doing anything.... but I didnt! (and what a mistake that was!)

ill explain the full situation as briefly as possibly:

Dialaphones deal:

SE W995
Orange dolphin 45 contract
Reduced from £45 to £35*
1200 mins
Unlimited Mobile Internet*
Free Magic Number*
Unlimited Texts*
Half price for 3 months*

*= extras that dialaphone included, that mobiles.co.uk originally didnt


so.... after visting mobiles.co.uk and reading their price match promise page, i ordered the phone following their instrctions - putting comments in the order stating it is to be price matched, and then submitting their price match form with complete details of dialaphones offer.

At that point, i thought that was all i would need to do... they would match it, id receive the phone, happy days

5 days later, the phone arrived.... not quite next day as they state... but no problem, that'll do - as you do when a new phone arrives, put the sim in, the battery, start it up and have a quick look around, as you would in a shop...

happy with the phone, all is good...

I thought i would phone mobiles.co.uk just to confirm the price match was sorted without a problem.

No answer on the sales line (just rings, and rings, and rings... forever...! i've yet to hear someone answer)

so sent an email...

"Sorry, we dont do price matching"

uhhhhhhhhhhhhhhhhh.........!

I replied to this, kindly providing a link to their own website page - mobiles.co.uk/price-match-promise.htm :rolleyes:

another reply comes back, a little bit more positive this time

"im currently looking at the price match information you provided at the time of order, have you used the sim yet?"

Thanks.... yes the sim has been in the phone..

then another reply: "sorry, sim has been used, theres nothing we can do"

now at this point im getting a little bit angry with them - and request either a cancellation or for the price match to be processed.

They were provided with the price match information at the point of order - should they be sending me the handset and the sim card if they cant price match, and once they are switched on, they just refuse everything??!

I've had a look around and it appears within 7 days, regardless of inserting the sim or not i have a right to cancel the contract - that information comes from ofcom, citizens advice and various legal and advice websites on the internet

Unfortunately, its taking so long to get anywhere with them due to the lack of customer services...

It took over 30 hours for them to reply to my most recent email, and most of the time they do not actually answer all of the questions you are asking (just the ones they select :rolleyes:) - ive spent over an hour trying to contact customer services before giving up on the phone..

Ive gone to orange directly to cancel but they have sent me back to mobiles.co.uk saying they have to do the cancellation

As far as im concerned this is a blatant scam - they should either agree to the price match before placing any order, or they should not send a phone out if they cannot do the price match! - i should have at least had a phone call saying "sorry, we cant price match.. do you want the phone at the original contract price of £45 without the extras" but the phone/sim should surely not be sent if you cant use it!!

think the next step is cancel the direct debit, let orange chase me and refer them back to mobiles.co.uk with a copy of all the correspondance between myself and mobiles.co.uk, and also get in contact with ofcom, cab, orange, etc to find out their thoughts.

Does anyone have any advice they can offer?

thanks

flyer

When did you buy it? If it was less than 14 days ago you can send it back for a full refund.

Chris___2

It will be 14 days since i received it on Tuesday

Anyone know what their address is so i can just send it back to them?

flyer

e mail returns@mobiles.co.uk

OneADay

Extra information on returning phone is here mobiles.co.uk /white_labels/shared/Returns_policy_2009.pdf

I would be on phone today to them in addition to email (should be working at least half day on a Saturday ...maybe).

Quentin

Chris__ wrote: »

so sent an email...

"Sorry, we dont do price matching"

They are known to alter their website when publicly here asked to stick by what they advertise, so take a screen print of the relevant pricematch section you are relying on now. (Also hang on to that email they sent you, (as well as all other correspondence) should this matter need to be escalated)

Chris___2

Quentin wrote: »

They are known to alter their website when publicly here asked to stick by what they advertise, so take a screen print of the relevant pricematch section you are relying on now. (Also hang on to that email they sent you, (as well as all other correspondence) should this matter need to be escalated)

got a copy of the page printed out

going to send returns another email now requesting information on where i need to send the phone back and if i need to include any other information..

i expect they either wont answer at all or without the information im asking for though :rolleyes:

Silk

flyer wrote: »

e mail [EMAIL="returns@mobiles.co.uk"]returns@mobiles.co.uk[/EMAIL]

Absolute waste of time they don't respond to it

Silk

My advice is to send it back today via recorded.
enclose a letter of cancellation of contract.
Advise by email and on here what you have done.
Go and get a new phone
It is a complete waste of time waiting for them to do someting because it does not happen and by which time the 14 days is up ....which is what they want to happen

Chris___2

Silk wrote: »

My advice is to send it back today via recorded.
enclose a letter of cancellation of contract.
Advise by email and on here what you have done.
Go and get a new phone
It is a complete waste of time waiting for them to do someting because it does not happen and by which time the 14 days is up ....which is what they want to happen

I thought the same thing, that they try and drag it out until the time is up!

I've kept copies of all emails i've sent and received though - i have even got an automated email from when i placed the order saying they have got my price match information - days before the order was dispatched!

haha! i've just rung customer services and gone through to returns...... 12 mins of being on hold followed by the bt message: "beeppp... this number is temporarily unavilable" and then it cutting off :rolleyes:

do you have their address?

Quentin

Silk wrote: »

My advice is to send it back today via recorded.

As time (and contents value) is important, it may be worth paying the extra and using special delivery for this, rather than just recorded.