Mobiles.co.uk - A cautionary tale

Silk

WychWeird wrote: »

Wallhart's post just reminded me of this - my issue is not that I'm trying to change the bolt on, I have not received the tariff I believed was being offered. This was brought to light when I discussed changing the bolt on with O2 (they didn't say I couldn't do it, they said I would no longer have ANY inclusive texts i.e I would pay for ALL texts.)

Hi Wychweird,
Out of interest on the bill you get from O2 ....what tariff does it say you are on ?????

Mobiles.co.uk_company_representative

WychWeird,

The tariff is sold as having 600 minutes and unlimited texts, and this is the deal you have. The "more info" text refers to O2 600 as having 500 texts "behind the senes" only to prevent people complaining when they phone O2 and are told that we have preselected a bundle for them, it's not part of the pricing information and apparently doesn't apply to the "O2 600 £5 Discount" tariff we supply.

Our offer of 3m paid data bolt-on stands but we can't accept your claim that we have sold you a tariff that differs from what is advertised on our site.

Regards,

Silk

Mobiles.co.uk_company_representative wrote: »

WychWeird,

The tariff is sold as having 600 minutes and unlimited texts, and this is the deal you have. The "more info" text refers to O2 600 as having 500 texts "behind the senes" only to prevent people complaining when they phone O2 and are told that we have preselected a bundle for them, it's not part of the pricing information and apparently doesn't apply to the "O2 600 £5 Discount" tariff we supply.

So how come you were telling people on the O2 forum that if you did change the bolt on you would still be left with 500 texts inclusive ????

We offer the unlimited texts bolt-on with our O2 600 package. ..............................................
O2 600 usually comes with 500 texts, so if you do swap the bolt-on then you will get this many inclusive.

Regards,
Ben

WychWeird

Silk wrote: »

Hi Wychweird,
Out of interest on the bill you get from O2 ....what tariff does it say you are on ?????

Hi Silk - the tariff I have on my O2 bill is "O2 25 24 Month"

http://img36.imageshack.us/img36/5868/o2tariff2.jpg

You'll have to remove the space after the slashes to see the screenshot (until I lose new user status)

Silk

WychWeird wrote: »

Hi Silk - the tariff I have on my O2 bill is "O2 25 24 Month"

http:// img36.imageshack.us/img36/5868/o2tariff2.jpg

You'll have to remove the space after the slashes to se the screenshot (until I lose new user status)

Ahhhh thats interesting isn't it ...you signed up for an O2 600 and have been put on O2 25
Wonder why that is then ???????

WychWeird

Mobiles.co.uk_company_representative wrote: »

The tariff is sold as having 600 minutes and unlimited texts, and this is the deal you have.

The whole crux of this matter comes down to:

• Mobiles.co.uk state they have provided me with 600 minutes and unlimited texts for £25 per month; that is the deal they are offering.
• I maintain I ordered a tariff that gave me 600 minutes, 500 texts plus an unlimited bolt on for £25; that is the deal I believed was on offer.

The information that Mobiles.co.uk was not clear that it was a tariff called "O2 25 24 Month" which is the tariff supplied. The information lead me to believe I would be getting an "O2 600" for £25 per month.

The ordering process provided me confirmation that an "O2 600" tariff would be supplied, not "O2 25 24 Month".

The way the information was presented and the confirmation I received leads to the point we are at now: the "O2 25 24 Month" tariff you were offering was not represented clearly on your website. Thus it was "misrepresented". Where a contract has been enacted due to misrepresentation the contract may be terminated.

Mobiles.co.uk_company_representative wrote: »

The "more info" text refers to O2 600 as having 500 texts "behind the senes" only to prevent people complaining when they phone O2 and are told that we have preselected a bundle for them, it's not part of the pricing information and apparently doesn't apply to the "O2 600 £5 Discount" tariff we supply.

Then why not state, "The tariff offered includes an unlimited bolt on which has been pre-selected to provide unlimited texts. It cannot be changed for any other bolt on."?

Mobiles.co.uk_company_representative wrote: »

doesn't apply to the "O2 600 £5 Discount" tariff we supply.

I need to check my history trail properly, but as far as I recall the first use of the tariff by the name "O2 600 £5 Discount" in my dealings with Mobiles.co.uk has been on this forum.

Mobiles.co.uk_company_representative wrote: »

The tariff is sold as having 600 minutes and unlimited texts, and this is the deal you have. The "more info" text refers to O2 600 as having 500 texts "behind the senes" only to prevent people complaining when they phone O2 and are told that we have preselected a bundle for them, it's not part of the pricing information and apparently doesn't apply to the "O2 600 £5 Discount" tariff we supply.

Wallhart wrote: »

I'm confused. it sounds like a bit of a marketing ploy. You are saying you can call something exactaly the same as on the O2 website but actually give something different.

I got the "O2 25 24 Month" tariff - apparently Mobiles.co.uk are allowed to call this an "O2 600" tariff which includes a discount. The "O2 600" tariff is, by Mobiles.co.uk's own words in this thread, constructed differently to the "O2 25 24 Month" tariff.

By the way - if either tariff has inclusive texts then they are used first. MMS or overseas texts are counted on a 4-1 ratio; you will not be charged for MMS or overseas texts unless you exceed the 500 texts in the month. The "O2 25 24 Month" tariff charges for every MMS. Inclusive texts on these tariffs have a direct impact.

WychWeird

Silk wrote: »

Ahhhh thats interesting isn't it ...you signed up for an O2 600 and have been put on O2 25
Wonder why that is then ???????

That's the point I'm trying to get across... I ordered the O2 600 and got something different!

My Arena deal:
http://img36.imageshack.us/img36/6628/arenadeal.jpg

My Crystal deal:
http://img36.imageshack.us/img36/1517/crystaldeal.jpg

My confirmation email:
http://img30.imageshack.us/img30/6995/emailconfirmation.jpg

Actually, a simple question....why have I not got an O2 600 tariff with £5 discount but a completely non O2 600 named one instead?

Silk

WychWeird wrote: »

That's the point I'm trying to get across... I ordered the O2 600 and got something different!

Yep I'm following that now ....does it say anywhere on O2 what the specific difference is between O2 25 and O2 600 ????

WychWeird

I can't find specifics on O2's website - however the O2 CSR stated it was the O2 bonus tariff. The link below:
http://www.o2.co.uk/explore/tariffs/paymonthly/instoretariffs

compares both bonus and 600 mins tariff

mobilejunkie

Stick to your guns. I got your point straight away - is perfectly clear. As usual those who would surround the rep with comfort fail to hide the fact that this company is totally deceitful and their responses are typical of their attitude to "customer service". You are clear and haven't been deflected by the usual misinformation and false PR.