Mobiles.co.uk - A cautionary tale

mobilejunkie

Or perhaps it's because every time yet another unhappy customer (I assume you know what that means, since you aren't one of them) comes on here with more extremely bad experiences of this company you pop up to accept every excuse the rep provides (no matter how absurd or untrue) and (when he runs out) actually even resort to eventing excuses of your own. Methinks it's not my head that is "scrambled".

WychWeird

Mobiles.co.uk_company_representative wrote: »

....Ironically you have taken a sentence I added to avoid confusion following feedback online .... and been confused by it, into thinking that if you changed your bolt-on .... you would be left with a "baseline" 500 texts, even though our site says nothing of the sort about this specific tariff (it talks about eg "O2 600", a different tariff).

Correct me if I'm wrong, your site stated that the tariff was "O2 600" (which you later state is actually called "O2 600 £5 Discount"). Your site 'INFO' link uses "O2 600" as the example and you're claiming I should not be confused by that?

Mobiles.co.uk_company_representative wrote: »

....even though our site says nothing of the sort about this specific tariff (it talks about eg "O2 600", a different tariff).

So, the "O2 600 £5 Discount" tariff is nothing to do with the "O2 600" tariff used as a example? Again, you're claiming I should not be confused by that? Why even mention any inclusive texts in the additional information if the tariff did not include them? That is misleading (even if it was unintentional.)

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.

You have confirmed on this forum that my bringing this confusion of your website to your attention means you can correct/improve the situation and reduce confusion. If that is true, why will you not honour the contracts as they were believed to be or allow me to cancel them as I originally requested within the 14 day cooling off period?

Mobiles.co.uk_company_representative wrote: »

....Sorry we could not be of more assistance, but we do give 14 days to return any deal with no quibble and if you were dissatisfied with an aspect of your purchase you really should have pursued this option, as it is designed for exactly this sort of mistaken assumption or confusion over what you are ordering.

I requested, within the 14 day period, to provide the 'correct' contracts or cancel the contracts. Your company did neither. The ball was in your court to provide me details of the cancellation procedure. I'm happy for you to provide those details now including how and when money taken for those contracts will be returned.

Mobiles.co.uk_company_representative wrote: »

The deal was sold as advertised - 600 minutes and unlimited texts. Everything else is based on an assumption by the customer that they could change their bolt-on with O2 after they had ordered, an assumption O2 or our Sales staff could have corrected in one phone call or email. 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.

An assumption that wasn't corrected, in fact, your staff told me to pay for an additional data bolt on which can't be done on the O2 25 tariff. They didn't say to me that if I wasn't satisfied I could cancel with no quibbles. In fact, they informed me of the opposite - "you've used the sim, we can't amend or cancel the contract."

Mobiles.co.uk_company_representative wrote: »

This is our final position on the matter, OP please email ben at mobiles if you would like to take up my goodwill offer of 3m data bolt-on funding or discuss further.

I thought that, having seen from your posts on this forum, that we'd quasi-agreed that your site was confusing to people and that the O2 600 and O2 25 tariffs were not the same - sufficient grounds to have a meaningful exchange to move things forward.

I took that opportunity and emailed you. You fell back to your, "You got what you ordered which is what mobiles.co.uk calls the O2 600 tariff, you're out of time to cancel but we're prepared to give you 3 months data usage."

I am somewhat disappointed in you, Ben, and in mobiles.co.uk as a whole.

Guys_Dad

mobilejunkie wrote: »

,,,,,,,,.........you pop up to accept every excuse the rep provides (no matter how absurd or untrue) and (when he runs out) actually even resort to eventing excuses of your own. .

Not true. If you even tried to read some of my post, you will see that I do not believe that mobiles.co.uk's customer service is good nor do I think Ben manages his ongoing cases well.

But you appear on every anti-mobiles.co.uk threads - and hijack the few pro ones as well - and you need to know that your hectoring style eventually - along with help from the other musketeers - swamps constructive posts.

I now know what Whoopie Goldberg felt like listening to Patrick Swaze as Sam in "Ghost" singing "I'm Henry VIII I am" endlessly.

mobilejunkie

Constructive discussions.... you're the purveyor of those, obviously! My constructive attempt to engage the rep in a change of heart regarding all their mis-sold contracts was first written off by the rep before it started, then filled with the usual non-customers who prefer to attack me to deflect any criticism of the way the company actually treats its customers. Within hours of that happening yet another mis-sold contract customer starts this thread on exactly the subject I was attempting to get the rep to improve on. True to form, the rep has also subsequently alleged that I refused to engage in any attempt to improve their t&c etc...So much for "constructive".

thommy

Guys_Dad wrote: »

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.

simply spot on.

Guys_Dad

mobilejunkie wrote: »

Constructive discussions.... you're the purveyor of those, obviously! My constructive attempt to engage the rep in a change of heart regarding all their mis-sold contracts was first written off by the rep before it started, then filled with the usual non-customers who prefer to attack me to deflect any criticism of the way the company actually treats its customers. Within hours of that happening yet another mis-sold contract customer starts this thread on exactly the subject I was attempting to get the rep to improve on. True to form, the rep has also subsequently alleged that I refused to engage in any attempt to improve their t&c etc...So much for "constructive".

Clearly you are a fan of Humphrey Bogart's fine performance in "the Caine Mutiny" as you emulate his portrayal of Captain Queeg to perfection. Please accept my congratulations.

thommy

mobilejunkie wrote: »

Constructive discussions.... you're the purveyor of those, obviously! My constructive attempt to engage the rep in a change of heart regarding all their mis-sold contracts was first written off by the rep before it started, then filled with the usual non-customers who prefer to attack me to deflect any criticism of the way the company actually treats its customers. Within hours of that happening yet another mis-sold contract customer starts this thread on exactly the subject I was attempting to get the rep to improve on. True to form, the rep has also subsequently alleged that I refused to engage in any attempt to improve their t&c etc...So much for "constructive".

re the last sentence - please can you state here and now that you are prepared to help improve the T&Cs without it being to your specific demands. perhaps with the help of a cross section of people from these forums to help iron out extreme viewpoints?

we might be able to move on....

Silk

Mobiles.co.uk_company_representative wrote: »

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.

Thats funny I was under the impression you turned it off way back in Sept when you threw your toys out of the pram and posted this on your profile ......

*** Please note this account is no longer in use due to the levels of abuse received from certain users. ***

I'm sure you will remember the time because it was at the same time of the suspicious new member "Matt" that you were reported for.

It was also noted on here even the other day that you have told people on other forums you work behind the scenes using the PM system on here. So thats yet another lie isn't it

MSE have communicated to all Reps that everything must be in the open and therefore none of us have access to PM any more.

Perhaps you would like to PM the Orange Rep ????
http://forums.moneysavingexpert.com/member.html?u=397747
Oh no I forgot you can't can you

Guys_Dad

At least of all the 3 you make me smile occasionally !! :beer:

mobilejunkie

thommy wrote: »

re the last sentence - please can you state here and now that you are prepared to help improve the T&Cs without it being to your specific demands. perhaps with the help of a cross section of people from these forums to help iron out extreme viewpoints?

we might be able to move on....

Very humourous. "help" and "cross section" would rule you out!

Nothing to do with my "specific demands". I don't mind HOW long the company decides to take to pay (for example) - as long as it actually recognises and sticks to whatever IT puts in its OWN t&c. From the very start, the rep chooses to disown them AS t&c (but only when it suits) so there's little hope of them suddenly deciding to change. Since the rep has also made blatantly untrue statements about what was actually contained in the previous version there's obviously zero interest in the truth from that side. He sees no need to change their "excellent" customer service and you clearly agree. You obviously already know of the thread I started relevant to my comments since you couldn't wait to post your helpful "input", along with the other muskateers. It certainly shows that you are totally incapable of any clear-headed thinking as far as this company is concerned.