Please help me Contract help

CardboardDave

Hi can anyone give me some advise?

please see my screen shot to get an understanding of whats going on
photobucket.com/albums/ll20/786ebay/49881935.jpg

Im having a nightmare time with mobiles.co.uk

I dont want to continue with this order/contract after i found a better on direct with 02

I tried to cancel the order per there rules (prior to dispach)
sent of my email via there contact us form.
recived confermation that my email had been recived 1st

carried on like this for a while as can be seen. 2nd

recive email telling me that my order has been send to warehouse 3rd
Recive bill from o2!! 5th I have not revied phone yet!!!!


I recive reply from a person re emails sent 1st and 2nd. (sorry too late order already send to wearhouse)
I email back asking that as the item has not been shipped yet please inform the wearhouse not to send item as i do not want it and there is no point as it is only going to be returned unopened.

No they dont listen and send on the parcel a day or tolater claiming that once an order has been sent to wearhouse there is no way to stop it from being dispached.

any way its been 11 days since my order was placed abd i have no phone to return no tracking number for dhl as requested.

o2 staff have said dont accept the parcel,
Mobiles staff say my seven day return window starts on day of first delivery. In or missed and advise me to accept it

my o2 contract was setup by carphone wearhose (mobiles.co.uk owners) on the 4th

Ive tried to cancel this but i am not allowed. as my order was placed with a third party


Please help me i am really

OneADay

Have you read this (you must have I guess)

site name + white_labels/shared/returns-policy-2009-v3.pdf

They have dropped return period from 14 days to 7 days from the day they attempt to deliver the phone through your door.

You have 7 days from receieving to send it back.

That document has a link to the return form https://securesite.mobiles.co.uk/contact-returns-team.html

Fill that in asap.

There is this number too you can try to speak to someone (if you can get through to anyone) 01923 804444 - suggest trying very early in morning (might be less busy and more chance to get through....maybe).

OneADay

Also see this http://forums.moneysavingexpert.com/showthread.html?p=28703539

Their rep appears on here - you might want to drop an email to him (ben at mobiles.co.uk I think) and hope things go smoothly for you.

Other people who have gone through this recommend simply returning the phone to CPW - there is an address (hope someone can give you the definitive one to return to) - but if you do that make sure you send it special delivery.

WychWeird

OneADay wrote: »

They have dropped return period from 14 days to 7 days from the day they attempt to deliver the phone through your door.

You have 7 days from receieving to send it back.

Distance Selling Regulations state you have 7 working days (weekends and bank holidays do not count) from the day you receive the item.

Guide_to_Distance_Selling wrote:

Can a consumer cancel an order before they receive the goods or where goods are lost in transit?

3.35 Yes. Where the DSRs give consumers rights to cancel, this right is unconditional. If consumers cancel before they have received the goods you must refund the total price of the goods, including any delivery charges. Consumers who have cancelled under the DSRs may refuse to accept delivery of the goods. Refusal in such a situation cannot be treated as a breach of contract.

It's worth reading the business guide to Distance Selling to see what companies are supposed to abide to.

Mobiles.co.uk state on their website:

mobiles.co.uk wrote:

Returns and Exchanges
Can I change my mind if I'm not happy with my new phone?
We hope that you will be happy with your new purchase, but if for any reason you are not satisfied, you can arrange to exchange your phone for another or return it to us for a full refund (subject to usage).

This can be found on http:// www. mobiles.co.uk/faq-returns-exchange.html (remove the spaces).

I wish you luck in your journey!

Mobiles.co.uk_company_representative

Hi,

Please request a return via the form linked above, and you will receive full instructions. Please do not send your phone back without a returns reference as this means we cannot verify the cancellation has been actioned by our (remote) warehouse and can cause problems.

As you have obviously tried to cancel before despatch but this has not been picked up, if you email ben at mobiles I can make sure we refund you the postage for the return.

As also mentioned above there are 7 working days from the date of delivery in which to return the phone under Distance Selling Regs.

Regards,

1-0totheArsenal

mobiles rep do you plan on having any free deals soon. i dont mind taking a gamble with you lot. lol 12 or 18 months free deal would be gr8 with 300 mins plus. :-)

Silk

Mobiles.co.uk_company_representative wrote: »

As also mentioned above there are 7 working days from the date of delivery in which to return the phone under Distance Selling Regs.

Catch 22 though is that it takes more than 7 days to get a returns number and instruction fro the company which takes you over the 7 day limit :rotfl:

Mobiles.co.uk_company_representative

Currently Returns Numbers are being issued within 24h of the request being received, and generally much faster. We understand that this is one of the most time-sensitive aspects of our business so we make sure it's a priority.

Thanks,

Silk

Mobiles.co.uk_company_representative wrote: »

Currently Returns Numbers are being issued within 24h of the request being received, and generally much faster. We understand that this is one of the most time-sensitive aspects of our business so we make sure it's a priority.

It's a pity the fact's don't back that up Ben
A bit like your supposed 4 hour reply lag to emails.
Try reading all the complaints it doesn't happen !!!

Mobiles.co.uk_company_representative

CardboardDave,

This particular email is being looked into. It was received 17:25 Monday so should have been responded to yesterday, please email me if you haven't had any contact today.

Regards,

Silk

Mobiles.co.uk_company_representative wrote: »

CardboardDave,

This particular email is being looked into. It was received 17:25 Monday so should have been responded to yesterday, please email me if you haven't had any contact today.

Regards,

So if you have just checked and can see it was received at 5.25pm Monday ....it's now 11.40 am Wed so why can't you see what happened to it ????????????????