Mobiles.co.uk - have I got this right?

Mobiles.co.uk_company_representative

Ferris wrote: »

are there claim forms? i thought it was just bills?

your statement above confused me a bit... why should there be any doubt about when to send it in? if the bill is issued on, say, the 15th of july, and it appears in my online account shortly after midnight on that day, why would there be a problem with emailing it to them within 10 minutes of it appearing online? it's one way of guaranteeing i don't forget!

No forms, just the requirements listed on our site (which relate to giving us your order number, making sure the bill pages sent includes all information necessary for us to verify the claim like tariff name, customer address, connected mobile number etc).

Regards,

OneADay

Ferris wrote: »

are there claim forms? i thought it was just bills?

your statement above confused me a bit... why should there be any doubt about when to send it in? if the bill is issued on, say, the 15th of july, and it appears in my online account shortly after midnight on that day, why would there be a problem with emailing it to them within 10 minutes of it appearing online? it's one way of guaranteeing i don't forget!

Sorry there are no claim forms (I am thinking of other retailers).

The business with the invoice date and connection - it came about some time ago with a thread on here where someone purchased a phone say (for example) 29th of a month. The connection date could be 1st of the next month. Now its a cashback deal and you need to work out which date to use (the answer with mobiles.co is that its the Invoice date on the paperwork so forget everything else). Making sense?

Basically keep the paperwork you get which shows the Invoice date - thats my opinion and then you can email the bill as soon as you get it in the correct month.

Ferris

Mobiles.co.uk_company_representative wrote: »

Hi,

I can't really respond to any of this due to the rules around being a Rep here, but I can confirm your example months for both Jan and Feb connection dates are accurate (ie bills from the network issued with a date on from that month) and that we have no intention of removing the email or web submission routes.

thanks for that confirmation. would it be ok if i emailed you too to get the confirmation and replies to my various queries in a more easily printable form?

the boldface above is also useful information: so there's no faffing about with billing periods covering the 6th month or anything - it is quite simply the bill that is raised by the network in the 6th month (for january, that would be july).

one other important question i have not asked yet: does one missed claim cancel out all remaining claims?

also, do you penalise multiple copies of the same claim (for example, if i didn't receive an email acknowledgment after using the webform/email, and then sent the bill in by post as well just to be sure)?

WychWeird

Just to jump in - Ben, is it possible that if people select the cashback deal that you send a list of dates that the bills would need to sent in with their invoice ? (I don't know how hard that would be to run off from a database at the time.)

Mobiles.co.uk_company_representative

Hi,

Click the number (eg '#14') top right on my post and it will print fine.

It's any bill (theoretically there could be more than one) from within the 6th month, correct. We look at the date the bill was issued and compare this to eg 6th month from connection date as represented on our systems (the same date that's printed on your invoice, without exception).

A failed claim cancelling subsequent claims was only used by disreputable dealers years ago, they went bankrupt and the OFCOM guidelines on cashback now ban this requirement.

Multiple claims for one cashback cheque wouldn't be penalised but wouldn't be helpful either - if you don't receive the acknowledgement within 24h then I'd resubmit online but as far as I know it's 100% reliable.

Regards,

Ferris

Mobiles.co.uk_company_representative wrote: »

Hi,

Click the number (eg '#14') top right on my post and it will print fine.

It's any bill (theoretically there could be more than one) from within the 6th month, correct. We look at the date the bill was issued and compare this to eg 6th month from connection date as represented on our systems (the same date that's printed on your invoice, without exception).

A failed claim cancelling subsequent claims was only used by disreputable dealers years ago, they went bankrupt and the OFCOM guidelines on cashback now ban this requirement.

Multiple claims for one cashback cheque wouldn't be penalised but wouldn't be helpful either - if you don't receive the acknowledgement within 24h then I'd resubmit online but as far as I know it's 100% reliable.

Regards,

i know i can print individual posts, but i'd rather just get all the salient questions and their responses (even if you just copy and paste from this thread) in one email (i could print the whole thread, but that would require removing other people's interjections to keep it concise).

failed claims causing subsequent claims to fail (as well as a financial penalty for multiple claims) were enforced by your cpw stablemate e2save, who, far from being bankrupt, seem to be doing just fine as far as i can see :rolleyes: (i have no idea if they still enforce those rules).

will the email acknowledgment within 24hrs say whether the claim is successful, or just whether it has been received? or will there be two?

Mobiles.co.uk_company_representative

Claims are validated within 7 days, currently working at 4. Receipt is confirmed within 24h.

E2Save offered "price match" redemption deals which matched a competitor's discounted line rental offer but were also subject to that competitor's claiming rules. They never applied them to their "day to day" business and haven't offered them since the competitor was wound up.

Regards,

Ferris

the timescale is good to hear. can i also ask about the returns policy (cooling off period). as i understand it, as long as i don't open the sim, i can return the whole package within 7 days and get the contract cancelled. correct? if so, then i assume it would be ok to try the phone with another SIM to make sure it actually works before breaking the seal on the contract SIM?

also, i'm interested in a clearance phone. is there any way you can tell why phones are clearance models? e.g. could you find out whether they were returned as faulty? (i have previously had good experiences with clearance phones from cpw-associated companies).

dolphinstwins

Mobiles.co.uk_company_representative wrote: »

No forms, just the requirements listed on our site (which relate to giving us your order number, making sure the bill pages sent includes all information necessary for us to verify the claim like tariff name, customer address, connected mobile number etc).

Regards,

I ported my number a couple of days after connection - will that complicate any subsequent tariff deal I have with yourselves?

Anon

Ferris wrote: »

also, i'm interested in a clearance phone. is there any way you can tell why phones are clearance models? e.g. could you find out whether they were returned as faulty? (i have previously had good experiences with clearance phones from cpw-associated companies).

I am replying to this as I was just looking on their website and then stumbled on this thread - they outline information about Clearance phones on their website. It states:

What is a clearance handset?

Handsets that have been sent out as new to our customers, but returned under the 7 day money-back guarantee. Once returned they are fully inspected, tested and reboxed by qualified Carphone Warehouse engineers, then resold as "clearance". Sometimes clearance handsets are brand new items that we have excess stock of.
What's different about them?

Clearance handsets will be repackaged in plain white boxes and may contain only a handset, battery and user manual. It is possible that the box, manual or handset will not be in immaculate condition and may have some very minor marks or imperfections.
Are they guaranteed?

Yes - these handsets carry a full manufacturer's guarantee and are not excluded from the 7 day money-back guarantee.
Why buy clearance?

Clearance handsets allow us to offer even better deals to you, whilst still maintaining the high level of quality you'd expect in a new handset.

I have had clearance phones on numerous deals before (not mobiles.co.uk) and never had a problem - I must have hit on the excess stock ones, rather than returns, as apart from the outside box it had everything in there including the screen covers still intact.

Incidentally, thank you for this thread - it is almost turning into a useful Frequently Asked Questions for anyone considering a mobiles.co.uk deal.

Anon