Mobiles.co.uk automatic cashback

CG19a

Hi, just thought I'd let people know that I received 2 cheques today from mobiles.co.uk for the automatic cashback deals I took with them.

I ordered 1 phone on the 4th August - £190 cashback
I ordered another on 8th August - £170 cashback.

I received an email 21 days later (not the 14 stated on the website) that I would receive my cheque within 28 days. (For each phone)

Expected wait for cheques was 42 days from date of order. (14+28)

Cheque 1 took 38 days to come overall.
Cheque 2 took 34 days to come overall.

A little better than I expected as I thought that the way some companies can drag their feet I would wait longer than I was supposed to so I'm quite happy they came slightly early.

keith1950

I have had problems with Carphone Warehouse Group in the past however my latest automatic cashback from mobiles.co.uk was received 30 days after ordering ,so in fact it could have actually been posted on the 28th day.

Mobiles.co.uk_company_representative

Thanks for the comments, much appreciated.

Hope you're both enjoying your new phones.

We've since updated the site to say that the email confirming despatch of the cheque will be sent 21 days after despatch instead of 14 (this allows for the returns period to end and our processing to take place), but sorry that in your experience there was a 7 day delay.

Regards,

Silk

Mobiles.co.uk_company_representative wrote: »

Thanks for the comments, much appreciated.

Hope you're both enjoying your new phones.

We've since updated the site to say that the email confirming despatch of the cheque will be sent 21 days after despatch instead of 14 (this allows for the returns period to end and our processing to take place), but sorry that in your experience there was a 7 day delay.

Regards,

Hi Ben,
So if I've not had an email to confirm despatch of a cheque do you think that means one's not been sent ?
Or does this 7 day delay now mean I can expect a cheque on day 35 ?

Mobiles.co.uk_company_representative

Hi,

These comments relate to automatic cashback, not cheques in general. If you haven't received your cheque yet you need to contact Customer Services who can look to get it stopped and re-issued.

Thanks,

OneADay

A bit of a simple question (with regards to Silk's missing cheque).

Why should Silk contact Customer Services - the exact issue that caused him so much pain in the first place. i.e. not being able to get a response from them.

And if a compensation of £50 was offered, why has it not been paid yet?

And if you are representing the mobiles.co.uk company on these forums, is not your purpose to help people solve issues with your customers. Silk does not know if a cheque has been sent or not - so asking to stop something that may not exist is pointless.

I have sympathy for Silk on this matter (even if I disagree with the earlier things that have been said in other threads) - but this whole saga is never ending when it should be resolved simply and quickly.

Mobiles.co.uk_company_representative

I agree - and absolutely the cheque should have arrived by now, it was definitely requested around the 8th of August (I can't check for sure because I do not have the order number). If there was one cheque that I could have done without going missing it's this one.

My role here is to help users - and in this case rather than be a middleman it's best if Silk contacts CS (who answered 99.78% of emails in the last 7 days within the stated timescales) who are best placed to investigate where the cheque is, find out if it's been cashed/signed for and stop/re-issue it as necessary.

Regards,

OneADay

But he should not have to wait another 7 days to get a response via email. And from what has been said by others, the response on the telephone is too slow.

Now if Silk gave you the order today - can you sort this out for once and for all?
Although you should already have his details.

Silk

Mobiles.co.uk_company_representative wrote: »

Hi,

These comments relate to automatic cashback, not cheques in general. If you haven't received your cheque yet you need to contact Customer Services who can look to get it stopped and re-issued.

Thanks,

I think you are missing the point Ben, I'm not chasing the cheque as it's not important!
As you know it's pointless contacting CS because nothing happens when you do.
I was only informing you and others that it's just another broken promise that a cheque promised by you within 28 days has failed to surface.
You still haven't explained why you put ....

Mobiles.co.uk company representative
*** Please note this account is no longer in use due to the levels of abuse received from certain users. ***

Mobiles.co.uk_company_representative

Customer Service emails are responded to within 4 hours, not 7 days, and there's a telephone number on the site should this be preferred.

I know you say the promised cheque hasn't arrived, and I'm sorry for this, but it was sent and if it's got lost then we can send another one after stopping the first.

Regards,

OneADay

Silk - now I am trying to help here.

Just give him your order number and if the rep promises to sort this out, then we can all follow this to a suitable conclusion. There is no point in going over old ground. Get your compensation and move on.