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

Mobiles.co.uk_company_representative

Hi,

We are currently looking at how we deal with cancelled orders that have already been despatched in tandem with our delivery services, DHL and Royal Mail. It's not as straight-forward as you might imagine but we are looking to make things easier for the customer.

Thanks for the feedback,

bgqs

I hope my experience with Mobiles.co.uk is a positive one:

http://forums.moneysavingexpert.com/showthread.html?t=2115605

Time now is 15.16pm and no email received as yet to confirm delivery for tomorrow ;(

mobile_man_2

Silk wrote: »

Well well well !!!!
Hello mobiles man
First of all let me say that if somone needs to return a phone to you for whatever reason the last thing they need is a returns number from you.
It's a well known fact the mobiles.co.uk will do their upmost to delay proceedings so that the customer will go over the 14 day limit to return an item.
In matters not one bit what number you decide to give a return on your internal system ...the fact is they need to return it within the 14 day period end of story !!!
You can not stop anyone sending something back because you refuse to provide them with a returns number !
I myself spent 5 days 2 days off work and over £65 worth of phone calls plus 2 days posting on here trying to get a returns number and please don't tell me i need a returns number to send something back :mad:
.
:rotfl::rotfl::rotfl:
Thats funny because Ben say's your not understaffed and to use the excuse of lack of manpower is absurd ...comes as no surprise how ever considering the number of problems you have and the number of people wanting to return phones to you :rolleyes:

Your having a laugh arn't you ...I've 4 outstanding emails still outstanding and a long list of people who've not done what they were supposed to have done from your company and so have many many others both on here and all over the net so don't even begin to pretend that you answer emails because it won't wash I'm afraid

I've got well over £250 worth of expences outstanding so care to elaborate on when you are going to re-imburse me ?????
What and how you communicate to your warehouse is of no interest to me or us and what systems you have in place have no relation to a customers legal right whatsoever ....the systems you have are purely for your own use and have no bearing on anything!!!

Your having another laugh arn't you :rotfl:
Thers a long list of people waitng for days on end with no reply from your outfit and the phone situation is beyond a joke you spensd hours upon hours on hold as has been proved on here time and time again !!!!

Care to put a name to this customer service you brag about because as far as most people are concerned it's non existant :cool:

Well all I can say mobile man is you must have pretty low standards and have no experiance of working for a decent honest company

Don't think of yourself in that way !!! the man who thinks he's beaten usualy is ....try thinking about going working for a decent company with a decent CS set up if that your field. Just because you work for mobiles.co.uk doesn't mean your a loser

The reason that he has a hard time is because of the lies and empty promises and some of the stunts he pulls !!!
If he was honest up front and got the job done he wouldn't get anything like the stick he does

I don't think anything I could say would offer any solace to you at the moment would it? But i'll try anyway...

The first thing I would say, if you need to Return your phone, you need a Returns number. If you just sent it back to our warehouse it's not so easy to track. The reason we need a Returns number is so we can cancel your contract with the network at the earliest possible opportunity so you don't go over your 14 days. If you wish to Return your phone you have every right to. If you just sent your phone back to the warehouse, and you sent it via DHL...and they lost the phone...would you say it was Mobiles fault for turning round and saying "We didn't lose the phone so can't take responsibility."? Nobody would expect Mobiles to take liability in such a case. On the flipside if you gave us a Returns number, you would still lose your handset but at least we could cancel the contract with your network so you would lose a free handset...but at least wouldn't be billed for the contract. Our Returns team need a way of communicating with the warehouse and the network where all 3 departments can view your order in the same light. The network would use our Returns number as part of the cancellation process for your contract, so it is not only a Mobiles requirement but the network require this too as proof of cancellation.

With regards to not being understaffed...it depends alot on the time of the week and the time of the day to be very honest with you. On a Monday morning my department or 4 would have 200/300/400 calls, and 1000+ emails to answer between 4 people. We are expected to answer roughly 180 emails/calls a day each. Does this give you some kind of indication as to how overworked we can become?
This is just for ONE department, not mentioning 3 other departments who I couldn't comment on their workload. This also goes to show how your email to cancel could have been missed before we had a chance to stop this being despatched.

Again we do, and should answer your query. It does depend on how many emails we have to deal with, but you should at least get a response to each email you send. I can't really comment on anyone who hasn't kept a promise to you, all I can do for that is apologize. It probably isn't any reassurance but if you came through to me or anyone in my team I know we would have done our upmost to assist you.

Any expenses, line rental you have paid whilst not using the contract should be re-imbursed to you. If you have paid any line rental out of your own pocket then I would heavily suggest you contact Customer Services first thing Monday and they should be able to give you some kind of re-imbursment. Any chance you could tell me your order number and i'll take a look into your order for you? It will probably be easier to advise you of anything that way.

Hold times I agree can be ridiculous at times. My team try and keep our call waiting times on no more than 5 minutes. Anything more than 5 minutes and we get one of the others to log in to help us keep it down. This is very dependant on the department though, as I know some other departments struggle to keep their calls down. I know this is something that they are looking to switch a bit around to make it easier to respond to Customers quicker.

As I said in my message, PERSONALLY, i'm proud of my own Customer Service. I don't know who you spoke to, or who dealt with your query at Mobiles but as stated above I would personally have done all I could to assist you at first opportunity. The company are honest, there are things Customers can't see and things that are beyond our control. The trouble with being an internet company is alot of communication between Customers and Company seems to be behind shadows as I guess a Customer would never know if there was a genuine reason for a delay or if it was down to a lack of service. I can assure you though on my part, and my teams part, we try and be as helpful as we can. Nobody would want to have a bad reputation, which is part of the reason I am taking my own personal time to respond and be helpful to any of you guys who have any problem. I hate knowing that a Customer such as yourself has had such a bad experience of Mobiles. It is so easy on the internet to find bad reviews for things, the trouble is all of the Customers who have had great experiences of our services don't always come on messageboards raving about their satisfaction. My point is that when you have a set few, which there seem to be on here who insist on badmouthing the company and post on every mobiles topic with their negative feedback it is easy for the bad to overshadow the good. I don't know Ben personally but I know he has a had job trying to keep people happy on here when people are generally only going to come on here with a complaint. There are 10 bad topics compared to 1 recomendation. Shareef for example, had a good experience, so it's not all bad.

I hope anything I have said above can give you some kind of explaination or at least a bit of understanding into how things work or may have become so bad with your order. If you wish to speak about anything else, your more than welcome to send me a PM (which I think comes through to my email inbox so is a reminder!).

Cheers.

Silk

mobile_man wrote: »

The first thing I would say, if you need to Return your phone, you need a Returns number..

Mobile Man,
Read the threads !!!
We spent 5 days trying to get a returns number ....I ended up taking 2 days off work ...spent a fortune in phone calls and even your poor excuse for a Rep spent 2 days on here with me with useless PM's
I sent 4 emails not one was answered and spoke to about 5 people just trying to get a returns number to return a faulty phone.
Its all quite well documented and many many people witnessed it !!!
No returns number!!!!

Originally Posted by mobile_man
The reason we need a Returns number is so we can cancel your contract with the network at the earliest possible opportunity so you don't go over your 14 days

I see so this is something new is it ????
Are you saying the contract is cancelled from when the returns number is issued ???
I was told it's from when you receive the phone

Originally Posted by mobile_man
If you wish to Return your phone you have every right to

.
I think I know what my rights are ...if I get a faulty phone from you I can send it back whether you give me a returns number or not

Originally Posted by mobile_man
If you just sent your phone back to the warehouse, and you sent it via DHL...and they lost the phone...would you say it was Mobiles fault for turning round and saying "We didn't lose the phone so can't take responsibility."? Nobody would expect Mobiles to take liability in such a case.

:rotfl::rotfl::rotfl:
First of all I sent it back via Royal Mail but whoever I sent it by if it had been lost it would have been their problem and yours not mine .....you were given enough chances and far more than people thought possible to arrange the return yourselves.

Originally Posted by mobile_man
On the flipside if you gave us a Returns number, you would still lose your handset but at least we could cancel the contract with your network so you would lose a free handset...but at least wouldn't be billed for the contract

How on earth can I give you a returns number when you didn't issue one ...why would I lose a handset I have a receipt to say I sent it and a record that you received it whats the problem with that ????

Originally Posted by mobile_man
Our Returns team need a way of communicating with the warehouse and the network where all 3 departments can view your order in the same light.

You lot can't communicate with each other let alone 3 departments ....in fact you very rarely communicate with the customer which is why theres all the complaints about hours on end on the phone and all the unanswered emails :rotfl:

Originally Posted by mobile_man
With regards to not being understaffed...it depends alot on the time of the week and the time of the day to be very honest with you. On a Monday morning my department or 4 would have 200/300/400 calls, and 1000+ emails to answer between 4 people. We are expected to answer roughly 180 emails/calls a day each. Does this give you some kind of indication as to how overworked we can become?

Whats that got to do with anything ...if you are understaffed get some agency staff in ....don't come crying to me that you are overworked ..complain to your team leader and get it sorted out the customers are suffering a terrible service because of all this :mad:

Originally Posted by mobile_man
This also goes to show how your email to cancel could have been missed before we had a chance to stop this being despatched

This isn't about an email being missed its about several emails and 5 people names are in the thread plus the lying Ben of course along with several PM's

Originally Posted by mobile_man
Any expenses, line rental you have paid whilst not using the contract should be re-imbursed to you. If you have paid any line rental out of your own pocket then I would heavily suggest you contact Customer Services first thing Monday and they should be able to give you some kind of re-imbursment. Any chance you could tell me your order number and i'll take a look into your order for you? It will probably be easier to advise you of anything that way.

As already explained the last figure was over £300 and you paid £50 which I gave to Children In Need so that leaves a shortfall of around £250 .....Have words with Ben he has all the details or read the thread

Originally Posted by mobile_man
As I said in my message, PERSONALLY, i'm proud of my own Customer Service

I will take your word for that but sadly the rest seem to let you down !

I won't bother quoting the rest of your post but in reply to it ...I suggest you look at a the same complaints that keep coming up time after time.
Yes the company does have a bad reutation of that there is no doubt but who's doing that it's not the customers fault is it ...although Ben blames the customer 95% of the time !!!
Try looking at a decent company such as mobiles2yourdoor ....yes they have the odd problem and what company doesn't ...the difference is that they communicate with the customer and actualy sort a problem out your company doesn't

mobilejunkie

"Have words with Ben he has all the details or read the thread "

Have you learned nothng??? You'd have to email "Ben" your details because he can't possibly remember who you are???

:rotfl: