Mobiles.co.uk - BEWARE t&c

OneADay

Silk wrote: »

Hi Bob,
I can see that if you buy a phone with no problems then you are bound to be happy and totaly unaware of all the problems with people who have. However as I have pointed out earlier those experiances do not count

Thats pretty unfair statement. I, you or anyone else on this forum do not know what the figures are for happy or unhappy customers of mobiles.co.uk. Yes their customer service is crap by the sounds of the threads on here, yes they mess people around and yes they make errors on their web site - but we still do not know what percentage of people are happy on unhappy with them.

If they were so terrible, they would not be in business. All I say is that with any cpw company, you just have to extra careful (who knows they might change in future).

Silk

OneADay wrote: »

Thats pretty unfair statement. I, you or anyone else on this forum do not know what the figures are for happy or unhappy customers of mobiles.co.uk. Yes their customer service is crap by the sounds of the threads on here, yes they mess people around and yes they make errors on their web site - but we still do not know what percentage of people are happy on unhappy with them.

It makes no difference what the percentage is.

If you get a phone with no problems and it's at a price you wanted then you are going to be happy end of story !
If you don't get a correct phone or its faulty, or wrongly priced, or they take money they shouldn't, or a used phone, or it doesn't arrive or is on the wrong tariff etc etc etc Then thats when the problems start

Whatever the percentage is lets say its 90% of happy customers to give them credit. Does that justify taking the risk that should a problem occur it's not going to get sorted ?????

What we do know for absolute fact from posts and experiances on here is that should a problem occur it does not get sorted out and mobiles.co.uk could not care less.
As I pointed out on another thread it's like playing Russian Roulette, most times you pull the trigger the chamber is empty but sometimes theres a bullet in it and it ends in disaster

OneADay

It depends on how that 90% compares with the rest of the industry.

Of course it matters what percentage of customers are happy or not - otherwise a company would not seek do surveys to find out how it compares with the rest of the industry.

Now thus far I have not seen how they compare with the rest of the industry (yes there are forums dotted around and sites with one or two reviews but no complete comparison).

Given that - I would not demonise a company outright but tread more carefully with than with other companies. If possible avoid if you are not upto the task of hounding them for answers. And if you want to use them, do your research, get the facts of what the transaction you are entering into would be before you enter into any agreement.

The move from 30 days cashback limit to 60 days is a good start for mobiles.co.uk. What is disappointing is that they have not applied that change to their existing customers which to me is unfair. What I am really interested in knowing is if existing customers were told of this change (even if its not impacting them). Consider the reverse, suppose they had changed from 60 days to 30 days, would they not let all customers know?

But their customer service probably still the same. Their web site has errors on their deals which are shocking and mis-leading. So really its down to Carphone Warehouse to wake up before they lose customers due to bad feedback on these forums even if the percentage dissatisfied is relatively low or otherwise.

bobstheboy

I would be bitter if I had the misfortune to experience some of the problems posters have highlighted. Others on this forum are just bitter and I am pleased one in particular finds my comments humorous, I find some of his rantings pathetic. He does give good advice but he rambles on with confusing argument which on occasions is childish.

To say I and my friends experience with Mobiles customer service do not count because we have had no problems is arrogant beyond belief. There would be no point of any customer surveys if only people with problems are counted.

We may have been very lucky but as OneaDay states they must give a good percentage of customers acceptable service or they would not have survived so long.

One happy customer, or is that an unacceptable fact that doesn't count ?

-overkill-

bobstheboy wrote: »

I would be bitter if I had the misfortune to experience some of the problems posters have highlighted. Others on this forum are just bitter and I am pleased one in particular finds my comments humorous, I find some of his rantings pathetic. He does give good advice but he rambles on with confusing argument which on occasions is childish.

To say I and my friends experience with Mobiles customer service do not count because we have had no problems is arrogant beyond belief. There would be no point of any customer surveys if only people with problems are counted.

We may have been very lucky but as OneaDay states they must give a good percentage of customers acceptable service or they would not have survived so long.

One happy customer, or is that an unacceptable fact that doesn't count ?

I think everyone takes your point but if you've had "no problems" then you will have had no experience of the real Customer Service and you'll have no idea how unprofessional this company is.

Its really not happy customers that you can measure how good a company is, surely its how they deal with the unhappy ones to make them happy ? . . . after all anyone can sell a mobile phone, its not rocket science !

CobraRover

A quick scan on google always finds a skeleton in the closet. Thanks

Silk

bobstheboy wrote: »

To say I and my friends experience with Mobiles customer service do not count because we have had no problems is arrogant beyond belief. There would be no point of any customer surveys if only people with problems are counted.

We may have been very lucky but as OneaDay states they must give a good percentage of customers acceptable service or they would not have survived so long.

One happy customer, or is that an unacceptable fact that doesn't count ?

Hi Bob,
I'm sorry I didn't realise that you and your friend had had experiances with their Customer Services Dept ...please explain what happened and why you had to contact them.
Was this done by phone or email ????

bobstheboy

Silk wrote: »

Hi Bob,
I'm sorry I didn't realise that you and your friend had had experiances with their Customer Services Dept ...please explain what happened and why you had to contact them.
Was this done by phone or email ????

I do not intend outlining my experience with their Customer Services Dept, that is my business. Actually I did comment on it on another thread some time back. The small problem was dealt with promptly and satisfactorily.

I do not demean the problems you and others have had but just wanted to state that Mobiles were not the demons being portrayed by you and others.

I do not intend posting on this subject again.

Quentin

bobstheboy wrote: »

I do not demean the problems you and others have had but just wanted to state that Mobiles were not the demons being portrayed by you and others.

Where have you seen them referred to as "demons"?

They are part of cpw (ie. companions to e2save/onestopphoneshop/phonespot). That says enough to savvy cashback customers.

If it doesn't there are plenty of MSE members experiences to be found in this forum, and cs/cashback etc problems are well documented across the net.

As far as this thread is concerned, it is a fact that they have changed the wording of ts + cs on their website from the original (legal) ts + cs some customers signed up to!

Silk

bobstheboy wrote: »

I do not intend outlining my experience with their Customer Services Dept, that is my business. Actually I did comment on it on another thread some time back. The small problem was dealt with promptly and satisfactorily.

I do not demean the problems you and others have had but just wanted to state that Mobiles were not the demons being portrayed by you and others.

I do not intend posting on this subject again.

Hi Bob,
Ahh yes I see you posted you didn't get your freebies from them !
I also see that you emailed them about it and 5 days later you had still not got a reply !!!
You then had to post on here to draw it to the attention of the Rep and he ignored you.
However in the end you got your freebie and was eventualy sorted out

So if there was a survey you would be down as yet another customer who had problems but in your particular case you managed to contact them and get it sorted, thus making you happy