Mobiles.co.uk Nightmare

ukbill69

parallax_20 wrote: »

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 would have kept quiet about the handset and got a sim only contract or PAYG direct from Vodafone and some Quidco cashback in the process too. Then cancel the insurance and technical payments, thereby cutting mobiles.co.uk out of the equation.

Keeps life simple.

Hope it all works out.

Yes, but dont use the phone, keep it in the box as if they ask for it and they clock on, they might ask for it back and if you dont give it back then its theft.

parallax_20

I've edited my post slightly to make it clearer in relation to Victims current situation. Not to imply anyone should be dishonest!

UKBill69 - I don't see a problem with using the phone (but keep the box). If they ask for it back...just do a hard reset on the device. This should reset it to factory defaults and clear the internal memory of any personal information. Just ensure the phone is kept in good condition...i.e. get a case for it to limit daily use wear and tear.

ukbill69

parallax_20 wrote: »

I've edited my post slightly to make it clearer in relation to Victims current situation. Not to imply anyone should be dishonest!

UKBill69 - I don't see a problem with using the phone (but keep the box). If they ask for it back...just do a hard reset on the device. This should reset it to factory defaults and clear the internal memory of any personal information. Just ensure the phone is kept in good condition...i.e. get a case for it to limit daily use wear and tear.

Arr but you know that even if you take care, you are going to drop it and scuff it, without a doubt.

_ShaGGy_

I received a phone from them 5 days ago and have contacted them about returning it as the phone as a fault on the camera (after searching about this it is a known fault) and also the phone constantly connects to the internet to download update data which is not included in the package yet there is no mention of this on the items sales page.

I rang their returns number approximately 30 times and never got an answer so I then rang the sales line (who answered immediately) I explained the situation and their response was "as you have used the sim card supplied it is not returnable as stated in out T&C's, I explained that that is illegal as to test the device you need to insert the sim, after repeating myself to the druid and getting nowhere I asked to speak to a manager, oh they don't take calls and it will make no difference as you have used the sim card.

I then said okay I will email returns(which I did later and they have said the same in the email I received back from them) and contact my credit card company to stop the payments, to which she replied it isn't us it's Vodafone who will not end the contract as you have used the sim in the phone and if you stop payment they will persue you for the money, I then said okay I will speak to Vodafone and ended the call.

I rang Vodafone who told me that is wrong as Vodafone will end any contract within 7 days at the customers request but my contract is with mobiles.co.uk and they are the ones who need to cancel it.

I then rang Ofcom who told me call Consumer Direct who have confirmed that their T&C's are illegal and I should replay to the email I recieved from the returns dept informing them it is available for collection and demand a refund.

This company (sister of Carphone Warehouse) are useless I would advise everyone to avoid these because if you have a problem they are not interested atall.

mobilejunkie

That all sounds about right. Steer clear!

Silk

_ShaGGy_ wrote: »

I rang their returns number approximately 30 times and never got an answer so I then rang the sales line (who answered immediately) I explained the situation and their response was "as you have used the sim card supplied it is not returnable as stated in out T&C's, I explained that that is illegal as to test the device you need to insert the sim, after repeating myself to the druid and getting nowhere I asked to speak to a manager, oh they don't take calls and it will make no difference as you have used the sim card.

The usual lies and rubbish they tell you to try and get you to keep the contract !!!
The goods are faulty so return the phone cancel the contract asap. Advise Voda what you are doing and keep them copied in with any letters and emails etc

Originally Posted by _ShaGGy_
This company (sister of Carphone Warehouse) are useless I would advise everyone to avoid these because if you have a problem they are not interested atall.

Quite right Shaggy they are only interested in selling contracts, after that it's downhill all the way !

Mobiles.co.uk_Victim

parallax_20 wrote: »

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.

My wife's currently using the phone with her old 3 sim card. It was bought as a replacement for her old phone which broke. They've said they'll accept the phone back in a used condition.

She's now decided to stay with 3, so the phone will be going back to mobiles.co.uk recorded delivery when the new one arrives from 3. I will eat my hat if that turns out to be the end of the story, though, especially as a cashback cheque for £140 arrived from mobiles.co.uk on Monday, which would seem to suggest that a contract was set up. Either that or the company's run by idiots.

Guys_Dad

Mobiles.co.uk_Victim wrote: »

My wife's currently using the phone with her old 3 sim card. It was bought as a replacement for her old phone which broke. They've said they'll accept the phone back in a used condition.

She's now decided to stay with 3, so the phone will be going back to mobiles.co.uk recorded delivery when the new one arrives from 3. I will eat my hat if that turns out to be the end of the story, though, especially as a cashback cheque for £140 arrived from mobiles.co.uk on Monday, which would seem to suggest that a contract was set up. Either that or the company's run by idiots.

Their admin is pretty poor and there is every chance that they have, as you write, cocked things up. However, looking on other threads, Vodafone is in a pretty poor admin stake as well, so it could mean that the fault is at the Vod end.

But weigh up the situation.

Through no fault of yours, you have a new phone, a cheque for £140 and, I presume, no bills or service from Vodafone. In addition, you have proof that you have tried to sort out the problem. If Mobiles.co.uk's admin is as bad as all that, they will probably lose track of your returned phone.

Your best bet is to keep the phone, cash the cheque and put the money on deposit then send them a letter, keeping a copy for yourself, telling them that you ordered a phone & contract 2 months ago. They have failed to deliver and now you have taken out a different service. You await their written instructions on what to do with the partial delivery (phone & cheque). Then sit tight and, if they do nothing, you are a phone and £££ to the good. If they ask for it back, then they need to supply a returns bag, pre-paid and you send them the phone and £140 back. You will then be no worse off.

You are in a very fortunate position at present - you are holding all the aces.

Silk

Guys_Dad wrote: »

Your best bet is to keep the phone, cash the cheque and put the money on deposit then send them a letter, keeping a copy for yourself, telling them that you ordered a phone & contract 2 months ago. They have failed to deliver and now you have taken out a different service. You await their written instructions on what to do with the partial delivery (phone & cheque). Then sit tight and, if they do nothing, you are a phone and £££ to the good. If they ask for it back, then they need to supply a returns bag, pre-paid and you send them the phone and £140 back. You will then be no worse off.

You are in a very fortunate position at present - you are holding all the aces.

Good idea GD,
Happy new Year
The OP would also be entitled to invoice for storage charges too along with a handling fee

_ShaGGy_

Silk wrote: »

The usual lies and rubbish they tell you to try and get you to keep the contract !!!
The goods are faulty so return the phone cancel the contract asap. Advise Voda what you are doing and keep them copied in with any letters and emails etc

Quite right Shaggy they are only interested in selling contracts, after that it's downhill all the way !

Update Mobile.co.uk yet again refused to accept my cancellation blaming Vodafone (saying it was them that would not allow it) I rang Vodafone who were unbelievably helpfull the nice lady agreed with what I had said and said they have no objection to a cancellation and Mobiles.co.uk are not abiding with the distance selling regulations, she has forwarded on all the information to the team who deal with external contract sellers for them to investigate the illegal T&C's and as to why they are blaming vodafone as the reason for not abiding to UK DSR's.
She then asked if I could be put on hold while she looked at any other options for me, when she came back she said to help make things easier than fighting Mobiles.co.uk and then repurchasing direct from them she was going to alter my contract to a better one including unlimited internet at no extra cost.
The phone still has the photo problem which is supposed to be fixed with the next update from HTC so I can live with that.

So Mobile.co.uk get a massive thumbs down from me

Vodafone get a massive thumbs up they were excellent and very proffesional in every way.