Mobiles.co.uk - A cautionary tale

Quentin

Mobiles.co.uk_company_representative wrote: »

Company Reps are unable to use the PM system here on MSE......

You have a negative opinion of us, based on 3rd hand information rather than your own experience - this will colour your interpretation of my every action.

Other company reps do - (but they of course mustn't abuse the pm system!) In fact you told us you had disabled your pms as you couldn't check them, and wanted e-mails instead!

Where do you get the evidence for your statement regarding my opinion of you?

(Which has hardly been gained 3rd hand - eg you have directly called me a liar and lied about me in posts, (for which you eventually apologised).

Mobiles.co.uk_company_representative

Q,

I turned off PMs a few weeks ago in advance of a long period of leave and to avoid having to check them frequently; however since then MSE have communicated to all Reps that everything must be in the open and therefore none of us have access to PM any more.

Regards,

Guys_Dad

Quentin wrote: »

Where do you get the evidence for your statement regarding my opinion of you?

.

:rotfl: :rotfl: :rotfl: :rotfl: :rotfl::rotfl: :rotfl: :rotfl: :rotfl::rotfl:

About every post you make, at a guess :rotfl::rotfl::rotfl::rotfl:

Still laughing.
:rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl:

Silk

Mobiles.co.uk_company_representative wrote: »

Hi,

As I have already stated, we offer the tariff as being equivalent to O2 600 (ie, 600 minutes and unlimited texts) but with a £5 discount. I can see exactly what you have assumed and read into our site, and I do sympathise (hence my offer to fund the data bolt-on for 3 months), but our site states you are getting 600 minutes and unlimited texts for £25 per month, and this is what we have supplied. .........

Again, I have asked that the site be updated once more to remove the confusion caused by talking about "O2 600" when "O2 600 £5 Discount" (aka O2 25) does not have the same attributes.

The problem here seems to be quite simple though Ben.
The orders and confirmation and site all talk about O2 600 and the customer was actualy put on O2 25
It seems that they are two totaly different tariffs.
It also seems that O2 25 is inferior to O2 600 in so far as SMS MMS etc
To claim that the O2 600 with a £5 discount is AKA O2 25 is actualy wrong !
To use the defence of what does it matter when the customer still gets 600 minutes etc is also wrong
If a customer orders a Ford Mondeo and actualy receives a Ford Fiesta you cannot defend that by saying the customer still got 4 wheels and an engine :rotfl:
To market a £25 tariff as a more beneficial £30 tariff with £5 discount is clearly missleading and I would have thought the customer has every right to cancel or be put on the correct tariff.

Originally Posted by Mobiles.co.uk company representative
Again, I have asked that the site be updated once more to remove the confusion caused by talking about "O2 600" when "O2 600 £5 Discount" (aka O2 25) does not have the same attributes.

It's not confusion it's missleading which is why it need to be changed.
If you are selling someone an O2 25 contract you need to tell them it's an O2 25 and not gloss it up to an O2 600

Quentin

@ Guys Dad

As you are a stickler for accuracy when quoting, your childish post (#64) using a partial quote is somewhat hypocritical.

The rep stated I have reached my opinion of his company from "3rd hand opinion rather than my own experience"

I challenged that, and gave examples of some direct experience of the way he has behaved towards me!

Guys_Dad

Quentin wrote: »

As you are a stickler for accuracy when quoting, your childish post using a partial quote is somewhat hypocritical.

The rep stated I have reached my opinion of his company from "3rd hand opinion rather than my own experience"

I challenged that, and gave examples of some direct experience of the way he has behaved towards me!

Nope - still laughing.

:rotfl::rotfl::rotfl::rotfl::rotfl:

daniel_owen_uk

The compensation offer is a bit of a joke tbh, and in no way reflects the cost of the inaccuracy of contract.

To claim that your "O2 600" tarriff is not the same as the "O2 600" tarriff discussed in your own sites info link is comical. How can mobiles.co.uk possibly claim that isn't misleading?

The compensation should reflect the 500 texts that are missing EVERY month of the contract, not just the 3 months that have been paid thusfar.

WychWeird

Mobiles.co.uk_company_representative wrote: »

As I have already stated, we offer the tariff as being equivalent to O2 600 (ie, 600 minutes and unlimited texts) but with a £5 discount.

It is an equivalent, not actually an O2 600 tariff. Your site advertised it as an O2 600 without any suggestion that it was anything different.

iwanttosave wrote: »

The £25 is a bonus tariff, the base allowance is 600 minutes/0 SMS + 1Free of charge bolt-on (unlimited texts). The 02 600 24m is 600/500 unlimited (although if it is a new contract, all 3rd parties can only offer FOC unlim SMS, and it cannot be changed for another bolt-on, only on upgrade can it be changed).

As iwanttosave has clearly stated, the O2 600 and O2 25 are different tariffs, irrespective of what I presumed I could do with a bolt on. You have, in my opinion, masqueraded the O2 25 as a different tariff, hence, misrepresented it.

Mobiles.co.uk_company_representative wrote: »

...Again, I have asked that the site be updated once more to remove the confusion caused by talking about "O2 600" when "O2 600 £5 Discount" (aka O2 25) does not have the same attributes....

Doesn't that support my argument? I didn't get what I thought was on offer? (QED?)

Mobiles.co.uk_company_representative wrote: »

...When this assumption turned out to be incorrect post-purchase there are 14 days in which to return the goods for a full and final cancellation....

When this issue arose I called Mobiles.co.uk and spoke to a CSR there about this and it couldn't be resolved - Mobiles.co.uk did not inform me I could cancel and return the phones:

Sent: Monday, September 07, 2009 5:31 PM
Subject: Incorrect Contract Supplied or Mis-Sold Contract



Incorrect Contract Supplied or Mis-Sold Contract

Order IDs:
XXXXXXX – LG GD900 Crystal & Bluetooth 2010 drive pack
XXXXXXX – LG KM900 Arena & Bluetooth 2010 drive pack (please note that the bluetooth headset is still outstanding)


On the mobiles.co.uk website both phones were advertised as a 24 month O2 600 contract (600 inclusive minutes, 500 inclusive texts and choice of unlimited Bolt On (in this case unlimited texts.))


On Saturday morning (5th Sept), an O2 customer services representative and the O2 contract documentation both stated that neither phone is on the O2 600 contract, but on a 24 month £25 ‘Bonus Tariff’ contract (600 inclusive minutes, choice of unlimited Bolt On (in this case unlimited texts)) (http://www.o2.co.uk/explore/tariffs/paymonthly/instoretariffs) The O2 representative stated that the issue was with mobiles.co.uk to correct.


The mobiles.co.uk customer service representative I first spoke to on Saturday (Carrie, approx 11:30am) stated that the issue was O2’s, not mobiles.co.uk, in that O2 had set the contract up incorrectly.


O2 restated that the contract was as per the instructions of mobile.co.uk and that it was for mobiles.co.uk to resolve the issue – potentially requiring an appropriate person from mobiles.co.uk to correct the contract. They stated if I had been mis-sold the contract I have the right to cancel within 14 days.


The (second) mobile.co.uk representative stated that no one else had had this issue and that again, it was an O2 issue. I explained the situation and your rep stated that no one could look into it until the appropriate (and only) person looked into it but he was not available until Tuesday. She stated no one else was able to deal with the issue and that the contract may not be able to be amended by mobiles.co.uk due to the Data Protection Act with regards to O2. I requested that she emailed me confirmation that my issue had been received and to outline the immediate steps mobiles.co.uk would be undertaking to resolve the issue. As the situation could not be resolved at that time we reached a stalemate and your representative hung up. I have yet to receive confirmation of my query.


As the 14 day cooling off period for the first contract expires this Friday (11th Sept) and the second one the day after, I require this situation to be resolved as soon as possible as I believe that mobiles.co.uk have mis-sold me these contracts; in the event that investigation and resolution goes beyond the 14 day cooling off period I reserve the right to cancel the contracts if the resolution is not satisfactory.
I have attached screenshots of your deals and one of the tariffs from my O2 account.

The response I got was inadequate and stated I could add another bolt on (not possible on this tariff, but would take the tariff to £32.50 in any case) or I could take out the tariff I thought I ordered!

Hello,

Following our conversation earlier about your tariff. I have had a
response from the manager of product and pricing and the tariff that
you chose is the bonus tariff.

The information that o2 supplied you with was indeed correct, the
reason why you may not be able to change the bolt on is due to the £5
difference.

We have two options for you, the tariff that you are currently on is
cheaper than the o2 600 therefor the discount applied could be used
for the data bolt on.

The other options is if you were to return your phone to us and
reorder for the full price o2 600 which is £30 per month.

I apologise for the inconvenience caused to you I hope this is of help
to you.

I responded with:

Subject: Re: TID XXXXX tariff issues


Good afternoon,

Order IDs:
XXXXX – LG GD900 Crystal
XXXXX – LG KM900 Arena

To re-iterate:
The contracts I signed up for were those advertised on your website as a 24 month O2 600 with a £5 discount, following the links on the relevant pages for which I previously provided screenshots.

http://!!!!!!!!!!!!!!!!!!!!/lg-km900-arena.html & http://!!!!!!!!!!!!!!!!!!!!/lg-gd900-crystal.html

I did NOT chose the 24 month O2 £25 bonus tariff that has been supplied.

The two options you have offered for resolution are not acceptable as your company have not provided the deal that is advertised on your website. (The 24 month O2 £25 bonus tariff is not a £30 contract that is discounted by £5; it is a £25 tariff in it's own right.)

Quite simply, I have not been provided with the 24 month O2 600 with a £5 discount contracts as advertised by your company.

As I have been mis-sold two O2 £25 bonus contracts, would you please correct the contracts to those advertised by your company on your website at the web-addresses above. Failure to do so will require that these contracts are terminated.

Another email from Mobiles.co.uk stated I couldn't cancel and return as the sim was used and that I hadn't asked to cancel in the 14 days (I'd asked to reserve the right to cancel as I had hoped Mobiles.co.uk would see my side of the argument.)

Sent: Wednesday, September 30, 2009 9:58 AM
Subject: TID O2 600



Hello,

Following our telephone conversation 25.09.09 15.45 I am emailing you regarding the O2 600 £25 per month tariff which you have ordered from mobiles.co.uk

We state on our terms and conditions that if you wish to cancel the contract you must contact the returns team and send the order back in its original packaging within the first 14 days of the contract. You can only return the order for cancellation if the SIM card has not been used. If the SIM card has been used or you are out of the 14 days you will no longer be able to cancel the contract.

We did email you on the 7th September 2009 at 13.56 stating:

Following our conversation earlier about your tariff. I have had a response from the manager of product and pricing and the tariff that you chose is the bonus tariff.

The information that o2 supplied you with was indeed correct, the reason why you may not be able to change the bolt on is due to the £5 difference.

We have two options for you, the tariff that you are currently on is cheaper than the o2 600 therefor the discount applied could be used for the data bolt on.

The other options is if you were to return your phone to us and reorder for the full price o2 600 which is £30 per month.

I apologise for the inconvenience caused to you I hope this is of help to you.

However we did not receive a reply, therefore now that you have both orders which are both over 14 days we are no longer able to cancel the contract.

We also state on the website:

Unlimited Texts - your free O2 bolt-on!

Where an O2 tariff lists inclusive "unlimited texts", please note that this is a promotional Bolt On which increases the standard number of inclusive texts on that tariff (e.g 500 on "O2 600") to unlimited. Therefore further free Bolt Ons will not be available.

This means that the bolt ons can not be changed.

I apologise for the inconvenience caused however we are unable to cancel the contract for you.

I had contacted in the timescales, resolution took it outside the 14 days - something I see others have complained about on this very forum... From the dates on the emails, it took a long time for Mobiles.co.uk to say, as Ben has here, "Hey, it's within 14 days, if you're not entirely happy, we'll cancel and you can return the phones."

mobilejunkie

Mobiles.co.uk_company_representative wrote: »

Q,

Company Reps are unable to use the PM system here on MSE.

I offered compensation because compromise is better than conflict - the customer will still be unhappy but at least will be slightly closer to their objective of the data tariff. I believe when originally offered it was also as "thanks" for showing that part of our website confused them, which we are addressing.

You have a negative opinion of us, based on 3rd hand information rather than your own experience - this will colour your interpretation of my every action.

Anyway, I think I have laid out our position here with sufficient clarity - have a good day.

Regards,

Well, I have lots of DIRECT experience as a customer (as does Silk - I know not either way with Quentin, though you PRESUME to when it suits). Your displays on these threads are despicable and have NOTHING to do with customer service. Time again you twist and turn and fail to honour the things on your website (including the t&c for cashback deals, which you only even acknowledge when they're in your favour). You have made totally false statements knowingly on many occasions - including the one about what your t&c "always" contained when you know full well that they did not.

No doubt you'll make your usual attacks on me, supported by the handful of non-customers whose sole purpose in life seems to be to defend such a dreadful shop front as you have provided, but at least you can't accuse ME of not having personal experience with your company (along with Silk and many other unhappy customers). Though apparently I know "nothing" about how you work - yeah, right!! Fortunately plenty of impartial potential customers will read your responses and know more than they did before you wrote!

WychWeird's extremely patient and reasonable points are dismissed with the usual aplomb. It is perfectly clear that the information on the website was designed to imply this was the equivalent O2 tariff with the same name - and the specific section defining the unlimited texts as a bolt on addition to the normal allowance on that tariff means that she was very definitely mislead - as now many others have been with various offers on your website. But, then, you decline to deal with any of those properly; your response (just like the cashback t&c) is merely to move the goalposts.

Quentin is correct - WychWeird needs to follow the formal procedure he has laid out, for it is plain that all they will receive on here is the usual unhelpful responses by the rep and no proper outcome (the only time that happens is when his supporters drive him to it lest he lose their support - otherwise it's a complete waste of time!).

Guys_Dad

Quote from Mobilejunkie
"No doubt you'll make your usual attacks on me, supported by the handful of non-customers whose sole purpose in life seems to be to defend such a dreadful shop front as you have provided,"

How many times do you have to be told that a few of us are not defending the company but are actually fed up with your vendetta against anything to do with CPW and the obsessive way you seem to believe that when it comes to mobile phones and cashbacks, you are God's chosen representative on earth :A, with a totally selective view to what you choose to cherry pick?

To object to your tactics is NOT the same as supporting the company or, indeed, Ben.

You just can't seem to get that through your head. Too much time on all these mobile phones you buy have obviously scrambled something internally I guess.