Mobiles.co.uk - Customer Support

bgqs

I placed an order with Mobiles.co.uk yesterday and received an email almost immediately to confirm the order.

I received an email this morning requesting a copy of my most recent bank statement which was emailed by return within 10 minutes to the specified email address in the email.

Since then, I have not received any further information. I understand that the policy is to dispatch the phone by 4pm to enable delivery the following day by DHL/Royal Mail.

I am conscious that the time is now 14.00 and the chances of receiving delivery tomorrow are diminishing.

I have tried to PM Ben of Mobiles.co.uk support team but they are disabled on his account. I understand that I have not given the company a huge amount of time to respond however, I have just reviewed the information about Mobiles.co.uk on MSE and am getting concerned.

On the basis that I already have an unblemished account with Vodafone & O2, the credit check should just be a formality so assuming the stock is in place, I should have this tomorrow ?

Hopefully, I will be able to write a good review about Mobiles.co.uk tomorrow

PS. Ben, if you see this, please answer your email or send me a PM to give me some assurance as to the progress of my order. Thanks

bgqs

Well, I am impressed...Just got the email update from Mobiles.co.uk:

Hello,

This email is to notify you that order ******* has been sent to our warehouse to be despatched. Delivery will take place the next working day unless this email is timed after 5pm, in which case it will be collected tomorrow for delivery the following working day.

I just hope that everything is intact with no issues. No reply back from Ben so far but if the delivery goes according to plan, his lack of response will be forgiven

WychWeird

So by the information supplied they didn't manage to do next day? You posted at 8:15PM saying you'd just got an email which stated if the email was after 5PM you would have to wait another day?

However, they could still deliver tomorrow.

bgqs

Apologises, the email was timestamped 5.14pm. I have not received any consignment number to track with DHL/RM so I assume that will arrive today ?

WychWeird

I'm assuming you got the phone in the timescales they promised and you're enjoying it immensely which is why you've not updated us?

bgqs

Apologises, I was surprised to receive the package as ordered (with the PS3!) the same night...a courier man delivered it at about 9pm at night !

Overall, the experience was easy however, I am just glad that the order went without a hitch as I have had no reply from Ben (mobiles.co.uk customer support) nor any reply to my emails sent to the company.

Anyway, alls well that ends well

mobile_man_2

Hey,

Just to explain the delay with your proofs a little. When the networks request proofs (The reasons vary dependant on network) we put all of the proofs in a "Proof tray" with seperate folders for each network. We then assign 1 person from our team to deal with the proofs a day. Usually we have around 20/30 proofs in the tray at any given time. Each network varies on how quickly or how easy the proofs are to have reviewed and accepted by the network. Generally 99% of the time proofs are always accepted by the network, but sometimes takes some persistance on our part.

O2 for example we need to call with the proofs (so can just take the numbers over the phone).
Orange, T-Mobile we need to fax proofs across so these usually need to be good copies from the customer.
Vodafone we have to fax, or can email, but both of these can take days. Sometimes when we submit proofs to Vodafone they respond, "24 hour fax line, please refer in 24 hours". Obviouslly when we promise next day delivery and Vodafone tell us we need to wait a day before they will have an acceptable answer on proofs this is hugely concerning for the customer as to where there order is.

I'm glad that you received your phone...although quite suprised that DHL delivered at 9pm as they usually state they only deliver until 7:30! All good though :-)