mobiles.co.uk are they trying it on? NOW RESOLVED

Guys_Dad

Mobiles.co.uk_company_representative wrote: »

Hi all,

Quentin, just for a change you're incorrect, I said we have around 7,000 customers a week.

Bindiboo, I have replied to your PM - please follow this up with the cashback team. Without knowing on what date your phone was connected I can't comment, but all claims submitted within T&Cs are honoured.

Regards,

Ben, this is just not sufficient this time.

Your t&c on cashback - which I have just copied - state

Please send your bill at the months indicated above. ie, months 6, 9, 12, 15 &/or 18 as appropriate. For the avoidance of doubt the month 6 bill will be the bill dated in the month that is six months after your connection date (the date displayed on your invoice).. E.g. If connected in January, the sixth month is July so we need to receive your bill dated in July within 30 days of the date of that bill. All other bill dates are calculated in the same way.

Now, it is quite clear to anyone - anyone that is except the people that wrote that paragraph - that the first part in bold is different from the second part after the eg and the balance of probablity is that for 90% of your customers this will be wrong.

Example.

I buy a phone on 20th January. Mobiles.co.uk pride themselves on quick delivery so I get my phone on the 21st/22nd. My invoice is dated 22nd January(say).

So my 1st bill is January and my 6th in June. It is only those who buy at the end of the month that the invoice would be dated the following month, so for only a small percentage of customers, say 29/31sts of them your example applies.

No wonder your staff are rejecting claims when the "clear advice" on the web site contradicts istelf.

Please publicly acknowledge that the above is correct, that you will honour cashbacks from anyone who has been mislead and that you are going to instruct your claims department to follow suit and, even if it might upset any other contributors, get consistency and clarity in your t&c if you want to get any business from MSE members.

OneADay

Mobiles.co.uk_company_representative wrote: »

Thanks. We think so too, including the sentence that actually starts "for the avoidance of doubt" and then explains how to work out which bill to submit.

Neither of us know when bindiboo was connected so neither of us can really comment, can we?

Regards,

No these terms are not clear, as I have tried to state and Guys Dad has just made the point, the first half of the sentence regarding the calculation of the month is ambigious with the second half of the sentence. The customer can't win but nor should the company as the wording is wrong, wrong and wrong...no matter what date a connection is made.

Guys_Dad

OneADay wrote: »

No these terms are not clear, as I have tried to state and Guys Dad has just made the point, the first half of the sentence regarding the calculation of the month is ambigious with the second half of the sentence. The customer can't win but nor should the company as the wording is wrong, wrong and wrong...no matter what date a connection is made.

For absolute clarity, the wording is right, but only for the short window at the end of a month and is, therefore, wrong for the bulk of the time. A bit like a broken watch is correct twice a day - at least if it is analogue.

Mobiles.co.uk_company_representative

Hi,

But it doesn't ask for an Nth bill - it asks for the bill from the Nth month, so whenever you get a phone in January the bill from July (no matter whether it's the 5th, 6th or 7th bill) is the correct one?

Sorry but I can't see the confusion here? You're assuming that we need an Nth bill when in fact that's not the case - it's all about counting the months, as per the page?

Thanks for the feedback, look forward to your thoughts,

Guys_Dad

Mobiles.co.uk_company_representative wrote: »

Hi,

But it doesn't ask for an Nth bill - it asks for the bill from the Nth month, so whenever you get a phone in January the bill from July (no matter whether it's the 5th, 6th or 7th bill) is the correct one?

Sorry but I can't see the confusion here? You're assuming that we need an Nth bill when in fact that's not the case - it's all about counting the months, as per the page?

Thanks for the feedback, look forward to your thoughts,

Well if there is no confusion, why are you not paying the cashback and why this thread?

Quentin

Mobiles.co.uk_company_representative wrote: »

so whenever you get a phone in January the bill from July (no matter whether it's the 5th, 6th or 7th bill) is the correct one?

Are you making an assertion or asking a question?

The OP got their phone connected in February, but you reneged on the cashback saying they broke the conditions (by following your assertion and sending their August bill!).

Quentin

Mobiles.co.uk_company_representative wrote: »

look forward to your thoughts,

The OP should now give you 7 days to pay them failing which commence proceedings via the county court to get their money!

Mobiles.co.uk_company_representative

I can't say, bindiboo hasn't stated precisely what their connection date is and I have no order number so I'm waiting for all the facts before working out what happened here.

The previous MSE case was confusion between when we connected & despatched the phone (last day of January) and when the customer first used it (February), so I accepted the confusion stemmed from a lack of clarity on the website and therefore approved the claim, and arranged an update of the site to prevent future repeats.

Regards,

Quentin

Mobiles.co.uk_company_representative wrote: »

I can't say, bindiboo hasn't stated precisely what their connection date is

You seem to be suggesting this is a lie:

bindiboo wrote:

My hubby took out a new contract with mobiles.co.uk in Feb 09, (connection month)

Why?

Mobiles.co.uk_company_representative

Quentin wrote: »

The OP should now give you 7 days to pay them failing which commence proceedings via the county court to get their money!

Thanks for the input - care to tell me when the phone was connected, or what the order number is?

Regards,