Mobiles.co.uk - deliberately misleading advert?

Mobiles.co.uk_company_representative

Sorry, have I missed the point again? Where did Dolphin 30 come from? It's half price on Dolphin 40, not £10 off Dolphin 30?

OneADay

Mobiles.co.uk_company_representative wrote: »

Sorry, have I missed the point again? Where did Dolphin 30 come from? It's half price on Dolphin 40, not £10 off Dolphin 30?

I tried to explain all this agest ago, see comment #39 on 30th Sep 2009 and in some other comments.

The Best Deal said Dolphin 40 was at £20 a month when it was in fact going to cost £27 a month. The deal that would average £20 was the Dolphin 30 tariff.

Thats just my memory - I am sure you will find that to be case if you read my earlier comments in this thread. The Dolphin 30 deal did mean a cost for the phone at £89.99 whereas phone was free with Dolphin 40.

As I said earlier - when you looked at the Best Buy tab, it looked like a great deal - £20 a month after redemption with free HTC Hero and lots of minutes etc. The fundamental error in that advert was that it was not the right tariff for the £20 a month cost.

Mobiles.co.uk_company_representative wrote: »

Overkill, could you please email ben at mobiles? I'm prepared to make a goodwill gesture (roughly equivalent to our profit on this transaction - I think this is fair?) so that we can reach a compromise and bring closure to this.

Regards,

I hoped that this offer of compensation would have been forthcoming much sooner - you would have had lot more goodwill from visitors to this forum. The loss to overkill on this deal is roughly £7 - £8 a month extra cost (plus I would add un-necessary hassle, inconvenience and general feeling of being conned).

Mobiles.co.uk_company_representative

I shall await overkill's email, which hopefully should bring some clarity. Whatever the details I'm happy that we were fair in this case but am willing to be proved wrong if my understanding is wrong, and I'm happy to reach a compromise in any event.

Andyblizz

Mobiles.co.uk_company_representative wrote: »

Sorry, have I missed the point again? Where did Dolphin 30 come from? It's half price on Dolphin 40, not £10 off Dolphin 30?

The plan -overkill- signed up for is Dolpin 40 one.

And to me an advertising banner saying something is just an advert. The real misleading details of the contract are the page where he agreed to cost after remdeption at £20 a month.

And this is clearly confirmed in the order confirmation -overkill- got.

http://forums.moneysavingexpert.com/showpost.html?p=25525097&postcount=24

-overkill- wrote: »

Hi there, its interesting that you mention the rest of the paperwork, here is an extract from my order confirmation . . . .

"Below are the details of your online order, submitted from a computer with an IP address of ######### on Friday 18 September 2009 at 21:02.

Items Ordered (Order ########)

---

Order summary:

==========================================================================
HTC Hero on Orange 1 £0.00
Orange Dolphin 40 @ £20.00/month
24-month contract
Gadget Phone Support - £2.99/month 1
PhoneCare Insurance - Band B - £7.99 1
14 months half price rental 1 £0.00

---

Royal Mail Special Delivery - Despatched Tomo £0.00
==========================================================================
Total £0.00
=========================================================================="

Now excuse me but how the hell am I to expect to be paying £28.33 per month from that ???????

I have highlight it in BOLD, mobiles.co.uk have written to confirm to -overkill- that the contract is £20 a month.

As it clear also mentions the Gadget Support and Insurance at there correct monthly costs.

So if -overkill- actually took you guys to court i think that you would have very little chance at winning.

Mobiles.co.uk_company_representative

Hi,

The graphic I'm referring to isn't a banner or an advert, it's part of the page and sits at the top of the list of bullet points pasted elsewhere.

That confirmation email can be interpreted both ways (especially once you know that Dolphin 40 is a £40 tariff) and has subsequently also been altered to be more clear about what the actual bill each month will before it arrives (it's not in our interest for customers to be surprised at their bill).

As I said, I await an email from overkill and we'll get something sorted.

Regards,

Wallhart

HOW can it be interpretated any other way. It looks pretty obvious that it says £20/month. 24 month contract.

Are you completely stupid. Why don't you just make things as clear as possible. Of course it's not in your interest is it? I just don't get your company. If you keep making these kind of mistakes then either someone is not doing their job properly or you are clearly misguiding customers. It's so amateur it's unreal.

-overkill-

Hi everyone, I have spoken to Ben via a couple of very polite and prompt emails where he apologised for all the hassle I’ve had, he explained where/how all the misunderstanding has arisen and again stated that the Website should now be clear for everyone.

He then apologised again and offered me a ” gesture of goodwill” for the problems and hassles I’ve had, which I have happily accepted. I’ll let you know when it is actually all finalised and Ben has also asked that I make sure he knows if his promise is not fulfilled.

Looks a bit to me like Ben ends up being caught between a rock and a hard place with his Woeful CS/Returns/Cashback teams . . . and the roasting he gets here ;-) on their behalf.

Anyway he’s fixed my problem and I am extremely grateful for that ! and dare I say it a Happy Customer J . . . . eventually

Also thanks you to everyone in my thread who offered plenty of information and gave me the encouragement to pursue this.

Cheers everyone and thank you Ben. A step in the right direction for Mobiles.co.uk !

TREVORCOLMAN

The moral of this story is - dont be fobbed off - keep at them!

:T

bobstheboy

So Ben is trying to help.

-overkill-

bobstheboy wrote: »

So Ben is trying to help.

so you would think so wouldn't you, anyway here we go . . . . .

True to his word Ben has arranged a good will gesture from mobiles.co.uk. In recompense for in his words “ all the hassle that you had “ ... it arrived this week but unfortunately mobiles.co.uk neglected to pay for the special delivery and I received a “fee to pay” card from Royal Mail which amounted to £5.95. If you add that leaving work early and the 15 mile round trip, it’s an absolute pain in the backside ! . . . why would you do that ? It just compounds their lack of true customer service, and is indicative of the level of incompetence we can all expect from this company.

Ben you could look up the word “hassle” to understand what you’re actually compensating me for ..... I’m sure it’s in wiki.

Sorry Ben, but I think you’ve been let down again by the staff you guys seem to employ, you did your best and again have been let down by exactly the level of service your unhappy customers have to endure time and time again. This time you will see it !

What do I do now ? start a new thread to claim back the £5.95 + work time + travel time and mileage ? (£30 should do it) . . . or do I give up, which is the way I think Mobiles.co.uk procedures seem to aim for ?

Let me know your thoughts. . . . . mine are ,that this MUST be very embarrassing for you and hopefully not a “I got you last” playground sort of dig , which in reality wouldn’t surprise me now .

Let me know your thoughts Ben..

Cheers