Mobiles.co.uk Problems, going around in circles.

stuartmroberts

Hi all,

Wednesday of last week i bought a phone contract with mobiles.co.uk, the phone arrived fine and i am happy with the contract but and a big but.


I need to port my number it is a must so i tried to contact them via phone and via email all day sat and again tried by email on monday, unable to contact them in any way. I put the simcard into the handset and dialled vodafone for help ( No other calls other than to vodafone have been made.

When i finally got through to various people today they have told be that under no circumstances can i return the phone or the handset because i have used the sim.

From past expeirence the proceedure for porting my number has always been the same as what is outlined in the instructions that came direct from mobiles.co.uk with my handset and port the number after you have received the goods.


I admit i overlooked initially the notice about porting but surely i can cancel this whole contract, regardless of the companies T&c's.

Vodafone direct have advised me that i am legally entitled to cancel the contract but mobiles.co.uk are adamant i have no legal rights whatsever and i do intend to go to citizens advice tomorrow but any advice now would be of help from anyone.


Vodafone have said what mobiles.co.uk have told me is incorrect, they say it contravenes the distance selling regulations, are they right?

Help anyone please as i have a brick wall in front of me from mobiles.co.uk


stuart

OneADay

Contact trading standards http://www.consumerdirect.gov.uk/ and inform mobiles.co.uk that you are doing so.

This whole thing about not being able to return the phone (if sim is used) is carp.

And if I ever went through such an experience, I would be onto my MP to complain and demand that the law is clearly stated to the retailer in question.
Actually I do moan to my MP (and councillors) a lot about various things - its quite easy http://www.writetothem.com/

But obviously first deal with trading standards - and lets hope some of the network reps on here are taking note.

stuartmroberts

all i want them to do is help me start afresh but all i get is a brick wall

mobilejunkie

Make a fresh site with an honest dealer. This isn't one, as claiming you cannot cancel when you are perfectly within your rights to do so shows. Cpw companies always try to stall and bully until you give up or really do get stuck with them. Put your cancellation in writing immediately so you can prove you cancelled within the 7 days.

Mobiles.co.uk_company_representative

Hi there,

I received your email and this should be sorted today. Please email me again if not.

We're looking into the policy of not accepting returns where there is SIM usage; under DSR goods should not be used (but can be "examined") if you wish to return them but of course on a mobile phone we need to strike the right balance.

Regards,

Silk

stuartmroberts wrote: »

I need to port my number it is a must so i tried to contact them via phone and via email all day sat and again tried by email on monday, unable to contact them in any way. I put the simcard into the handset and dialled vodafone for help ( No other calls other than to vodafone have been made.

Hi Stuart,
Welcome to the forum, What you describe above is very common and happens to lots of people trying to contact them. It's another of the tactics they use to stall you to get past deadlines for returns.

Originally Posted by stuartmroberts
When i finally got through to various people today they have told be that under no circumstances can i return the phone or the handset because i have used the sim.

yes you can cancel within 7 days under the distance selling regs.

Originally Posted by stuartmroberts
Vodafone direct have advised me that i am legally entitled to cancel the contract but mobiles.co.uk are adamant i have no legal rights whatsever and i do intend to go to citizens advice tomorrow but any advice now would be of help from anyone.

The company is a disgrace as you probably now realise and as people will tell you it's your statutary right to cancel and you do have legal rights as explained on the CAB website ..
http://www.adviceguide.org.uk/c_mobile_phones.pdf

Originally Posted by stuartmroberts
Vodafone have said what mobiles.co.uk have told me is incorrect, they say it contravenes the distance selling regulations, are they right?

Yes Vodafone are correct ...you do need however to instruct mobiles.co.uk that you are cancelling the contract within 7 days and return the goods asap by recorded delivery and my advice would also be to keep Vodafone advised as to what you are doing so that they are aware you have cancelled and returned the phone ie. fax a copy of the returns receipt etc etc.

Originally Posted by stuartmroberts
Help anyone please as i have a brick wall in front of me from mobiles.co.uk

Standard practice by them again Stuart, and theres loads of threads on the Forum regarding the company heres a few as an example in case you haven't read them ....
http://forums.moneysavingexpert.com/showthread.html?t=1881471
http://forums.moneysavingexpert.com/showthread.html?t=1948587
http://forums.moneysavingexpert.com/showthread.html?t=1946585
http://forums.moneysavingexpert.com/showthread.html?t=1952517
http://forums.moneysavingexpert.com/showthread.html?t=1955799
http://forums.moneysavingexpert.com/showthread.html?t=1911469

Ahh I see Ben has replied to you a couple of mins ago .....be aware that it can sometimes delay matters though ....fingers crossed it gets sorted

Mobiles.co.uk_company_representative

Silk,

Please be upfront about this - do you want us to withdraw from MSE and leave you to tell your tales unchallenged, or should we remain here and tolerate your fiction? I'm not sure what you hope to achieve with your constant harassment of me so maybe you could help us out?

We sorted out your problem, compensated you and moved on - why can't you?

Regards,

Silk

Mobiles.co.uk_company_representative wrote: »

Silk,

Please be upfront about this - do you want us to withdraw from MSE and leave you to tell your tales unchallenged, or should we remain here and tolerate your fiction? I'm not sure what you hope to achieve with your constant harassment of me so maybe you could help us out?
Regards,

No I don't want you to leave MSE Ben ....because the constant problems that crop up and the way you deal with them show exactly how bad the CS is
What you see as "constant harrasment" of you is wrong I'm afraid ....the reason i post on the "mobiles.co.uk" subject is because of knowledge I've gained from having all the many problems with the company which is well documented on the relavent thread!!!
Either way as you well know from your Google alert system that you use the big problem for mobiles.co.uk is that these sort of threads always end up on the first pages for Google. Because of that you have no option but to try and carry out damage limitation.
What "Fiction" are we talking about here Ben

We sorted out your problem, compensated you and moved on - why can't you?

That is a complete LIE Ben and you know it !!!!!!
It was all well documented and run in real time on this Forum to see that the only people who sorted the problems was myself and some very helpfull guys at O2
The compensation cheque that took forever and a day to arrive did not even break the surface of the financial loss I encountered let alone give any compansation so don't try that angle.
As was also seen on here we didn't even bother cashing the cheque untill I donated it to Children In Need
Even your most ardent supporters at the time ended up changing their minds at the end of it

stuartmroberts

Mobiles.co.uk_company_representative wrote: »

Hi there,

I received your email and this should be sorted today. Please email me again if not.

We're looking into the policy of not accepting returns where there is SIM usage; under DSR goods should not be used (but can be "examined") if you wish to return them but of course on a mobile phone we need to strike the right balance.

Regards,

Thank you for your reply, I want to keep the phone and the contract, all i am asking for is a little give please. I look forward to hearing from you via email.

I did ask the Carphone warehouse CEO team for help on this as well as vodafone.

the other poster makes me quite concerned tabout things, I promise to update this thread positivly if all is sorted.

And I have until monday to return the phone to you a response would be appreciated before end of business tomorrow please so that i have time to return the phone within the time frame.

stuartmroberts

i will need the returns address please

Silk

stuartmroberts wrote: »

i will need the returns address please

Hi Stuart,
The address isn't a problem as in the event of no instructions we returned it to the office address on the invoice.
What is important is to keep the 7 day deadline in mind whilst waiting for replies etc.
And don't forget to keep Voda advised on what you are doing etc and keep copies of all documents if you can
Good luck with it