mobiles.co.uk's terrible service - where do I stand?

jules888

Silk wrote: »

Hi Jules,
Ok, when you write to them be sure to give them as much detail as poss and include any copies of written instructions you have etc.
The main thing to include is a copy of the receipt you have for when you returned the phone to mobiles.co.uk as that is proof that you no longer have the phone and that the contract was definatley cancelled.
As far as I'm aware there shouldn't be a problem with Orange

Thanks Silk!

Silk

OneADay wrote: »

Well if you wnat to help people point them to a particular previous thread and be done with it - don't keep harping on and on about it - thats my gripe and what annoys me.

You and I both know that you can't resist reading and commenting about mobiles.co.uk threads so if it bothers you then don't read them if it just upsets you.

Originally Posted by OneADay
It always happens - whenever you get a thread on mobiles.co.uk - we get numerous comments from the usual culprits, then the rep appears and it descends into another farce with arguments and jibes.

Yes it does and as is always the case the Rep is useless at sorting problems out and as you say cannot be trusted which is why he gets the stick he does.
You will notice after I gave advice to the OP at the start of this thread the Rep imediatley posted telling the OP to ignore me even though it was sound advice ...and so on we go

Originally Posted by OneADay
And the OP - well the OP is let down. 5 pages so far on this thread alone and most of it has nothing to do with the OPs problem which could be described on one page compelete with solution.

I would disagree the OP has not been let down at all ...far from it in fact.
The OP has now been made fully aware of what it takes to get the job done with cancellation and can act accordingly.
In fact the post you later removed gave more or less the same advice as me fromwhat I remember.

Originally Posted by OneADay
And I know you had problems Silk but telling people again what your problems in other threads is not helping - point them to your own thread and let them read your experience rather than going on a personal vendetta which I think you have against mobiles.co.uk (and again I emphasize I do not like CPW companies and I am not part of or linked to in anyway).

I quite often post links to threads as you no doubt will have seen but whats the point of expecting someone to read through god knows how many pages just to find the relevant post that fits their problem.
It's a lot quicker easier for them just to give an OP the facts and explain what to do rather than just give them a link.
Tedious though it may be for someone who has read it all before it is directed at those who have not read them.
I've no doubt that you don't like CPW companies and no one would blame you but as I only have experiance of mobiles.co.uk I feel I can only comment, give advice and experiances with. Whilst you may think it's a vendetta I don't and if it was I'd be posting up all over the net which I don't.
The posts on here are for the benefit of fellow members who are coming accross problems for the first time or are considering dealing with mobiles.co.uk and can be aware of what to prepare for .....if that is at the cost of annoying a few regulars who have read it all before then so be it and I apologise for it

delosfive

Since I'm the one who started this post, I think it's only right and fair that I post my thanks to the likes of Silk and Mobilephonejunkie for their support. In spite of the distractions in this thread, their account of previous experience and highlighting unmet promises previously made by mobiles.co.uk are completely valid, appreciated and encouraged.

Perhaps if there was a prominent and controlled way for people to productively 'review' service providers and their subsidiaries, the customer would be a whole lot wiser and the companies a little more concerned by their public persona. As it is, it's a quagmire of false claims, meaningless 'awards' and back-biting. Lets face it, if companies did everything in their power to seek to satisfy a reasonably 'easy to please' customer, then this thread wouldn't have occurred in the first place.

As it stands, I have received correspondence from Ben, and subsequent messages from another member of staff. There is still ambiguity as to the status of the handset and my 'engaging' in a contract for a phone which was cancelled some 12 hours before its despatch, however I am holding out some hope that this opportunity to redress a balance of negativity toward Mobiles.co.uk can be seized and that I will be able to post a recount of a positive conclusion very soon.

So thanks for all of the advice, the tips and the pointers. It's genuinely appreciated and I would not wish to dissuade anyone from posting.

Thanks,

D

delosfive

Dear Dan,

I'm seeking confirmation that since the handset has been indicated as received by mobiles.co.uk, that the associated contract has now been cancelled too.

Please advise ASAP.

Many thanks,

D

delosfive

In spite of two attempts to gain confirmation of the contract cancellation with Vodafone (emails which at the time of writing, remain unanswered) - I have now received a 'Welcome to Vodafone' letter, along with confirmation of my plan.

I have contacted Vodafone and they confirm that it is mobiles.co.uk that must confirm receipt of the handset and cancellation notice made prior to its despatch.

Looks like mobiles.co.uk are starting to lose a grip of the faith I had this would be resolved without issue.

Mobiles.co.uk_company_representative

Hi,

As per the email we sent you 2 days ago the cancellation will be confirmed by Voda within 3-5 days of receipt and at this time we will email you confirmation has happened.

Regards,

delosfive

Hi Ben,

'As per the email we sent you 2 days ago', unfortunately was not quite as clear cut, though I concede you did indicate it was 'in process'. Regrettably, also asked "Did you not receive any email from us about recept of the phone back here or actioning of the cancellation?", so please excuse my wish for more clarity.

Clearly there's some missing links in the chain of communication and it is only my wish to fill these gaps, since I am now receiving paperwork from Vodafone. Since my email of yesterday (and today) went unanswered, it's a shame my posts here receive a more prompt response. There's really no need for such a hectoring tone.

Nevertheless, I appreciate the update. Thanks for your time.

D

Guys_Dad

delosfive wrote: »

Hi Ben,

'

Clearly there's some missing links in the chain of communication and it is only my wish to fill these gaps, since I am now receiving paperwork from Vodafone. Since my email of yesterday (and today) went unanswered, it's a shame my posts here receive a more prompt response. There's really no need for such a hectoring tone.

Nevertheless, I appreciate the update. Thanks for your time.

D

I think you have hit the nail on the head and, regretfully, the problems of the last few months in respect of poor cs/case management are taking a bit longer to solve than they should. Please keep us informed of the progress/lack of. :beer:

delosfive

Cheers Guys Dad,

I really hoped this could be resolved without any further negative posting on this thread, as Ben had been pretty helpful last week in email correspondence. Regrettably, this seemed to lapse yesterday and today, which led to my posting online which I receive a prompt response to (though still nothing privately). It's a shame you can only get a simple acknowledgement of action when it's in a public forum. I'm sure that's not good for PR (though may appear to be a close focus tactic if you're an onlooker). Unfortunately, it's because email is 'unstable' in spite of their own phoneline boasting "We love email!" (perhaps because it's easier to put aside).

I'm not out to drag mobiles.co.uk over hot coals, but they're really not seeking a golden opportunity for some positive feedback, which I'd have been happy to report. This being the biggest consumer feedback site just doesn't seem to ring any alarms to them. It's lamentable, really.

Oh well, lets hope these things are sorted over the next few days. This is a level of 'irritation and fuss' a consumer really shouldn't have to endure. So much for 'service'.

Guys_Dad

"I really hoped this could be resolved without any further negative posting on this thread"

That's the point I have been trying to make to others on this forum. The "He says - She says" chaff that goes on because of long standing vendettas against CPW or because they like the sight of their own words obscures actually getting progress with a problem and insight into success/failure.

Be sure to let us know the outcome.