Mobiles.co.uk Nightmare

Mobiles.co.uk_Victim

I noticed that this lot have a rep around these parts so thought it might be worth posting here to try and get a response as they don't like answering their phones (oh, the irony!) or their emails.

Towards the end of November, my wife ordered a Blackberry 8900 from them on Vodafone. It arrived the next day - so far, so good.

Unfortunately, the sim card did not work in the phone. She phoned mobiles.co.uk and, after holding for a ridiculous amount of time, was told to phone Vodafone to see what was going on.

They had no record of the contract being set up.

Back to mobiles.co.uk. No response to 5 emails. Endless calls on hold. No answer.

Eventually, she gets through and is told to send the handset back at her expense. No explanation given for the lack of service and no guarantee that the phone would be accepted (it's now being used as it was originally bought to replace a broken one).

The lack of connection hasn't stopped them from taking insurance payments and technical support payments from my wife's bank account. Funny that...

An absolute shower. Avoid like the plague.

I've come across some shoddy customer service before but this lot take the biscuit. We've been trying to resolve this for weeks and getting absolutely nowhere.

So - do we send the phone back? I've a horrible feeling that if we do we'll end up being billed for it at some point or being told that they didn't receive it...

simon_says_3

u kidding me, they have a phone line you can contact them on?? please do share it, its nowhere to be found on thier site.

I have used them in the past with no problems with cashback. i find thier customer service to be rubbish, and i mean that. now they don't even have a phone line.

Have left them this year

ukbill69

Right, at the first sign the sim card didnt work (within 7 days), you should have emailed mobiles.co.uk, and said due to faulty product as it is, they should pickup the phone and sim. But as it sounds like this has gone, they are in the right to not accept back. Id suggest calling vodafone and saying the sim doesnt work, they will then send out a new one. Sometimes this happens.

Mobiles.co.uk_Victim

We tried calling Vodafone in the first week, Bill. They had no record of the contract having been set up by mobiles.co.uk and bounced us back to them.

OneADay

Do you send phone back? Yes if you are honest, no if you are not and want more grief.

Mobiles.co.uk_Victim

OneADay wrote: »

Do you send phone back? Yes if you are honest, no if you are not and want more grief.

There's no suggestion of us not being honest - it's a question of whether the unresponsive incompetents at mobiles.co.uk will actually acknowledge that they've ever received the phone.

Mobiles.co.uk_Victim

Silk wrote: »

Forget the Rep ...he's a complete waste of time, a liar and nothing more than a puppet.
The best bet is to send the phone back, cancel the contract and involve vodafone in any letters and emails etc.

Problem is we don't actually have a contract with Vodafone according to them. They've no record of us.

Silk

Mobiles.co.uk_Victim wrote: »

There's no suggestion of us not being honest - it's a question of whether the unresponsive incompetents at mobiles.co.uk will actually acknowledge that they've ever received the phone.

There won't be a problem with that providing you send it recorded and make sure Voda get a copy of the receipt

Silk

Mobiles.co.uk_Victim wrote: »

Problem is we don't actually have a contract with Vodafone according to them. They've no record of us.

That doesn't matter either providing you keep voda informed to cover yourself !
In fact if they say you haven't got a contract they can't charge you for one :rotfl:

WychWeird

I've managed to make contact with someone other than Ben at mobiles.co.uk to resolve my issue - having said that the situation is still ongoing and rapidly heading into the 5th month..... (perhaps I should update my own thread!)

parallax_20

As said before, since Vodafone have no record of your contract being setup, presumably you've not been billed for any usage since Nov 2009.

Personally I think they've had their chance to correct their mistake. If they don't want to rectify it then all you can do is make the best of the situation. i.e. cancel the monthly insurance and technical payments and keep the handset until they are prepared to sort it out.

Get yourself a Sim Only or PAYG direct from Vodafone and cut mobiles.co.uk out of the equation. I personally wouldnt' want to be out of pocket or pay extra for their mistakes.

Keep life simple!

Hope it all works out.