mobiles.co.uk issue, items not delivered - please advise

Guys_Dad

I am with you 90% of the way and I think that for mobiles.co.uk to tell OP that they couldn't cancel was outrageous and clearly goes against DSR. You can see that from my posts.

I only picked up on your one, single point about it being nothing to do with DHL. It is possible that DHL are squeaky clean if mobiles.co.uk put the wrong address on the delivery instructions - although they deny that and should be given the benefit of the doubt unless proved otherwise - , but if DHL lost or misdelivered, then they are the ones who caused the problem for the OP.

Mobiles.co.uk's admin continues to be well below par as far as customer service goes and their seeming lack of knowledge about DSR is deplorable.

mobilejunkie

Whatever the wrongd oing of DHL is utterly irrelevant to Mobiles.co's typical response to any problem which occurs (usually because they have caused it but in this case not). The fact is they (Mobiles.co) contiunually invent their own rules regardless of a) even basic customer service and b) the customer's rights under the law. The fact the initial problem appears to have been caused by DHL (the company Mobiles.co chose to use in the first place) is neither here nor there.

Guys_Dad

mobilejunkie wrote: »

Whatever the wrongd oing of DHL is utterly irrelevant to Mobiles.co's typical response to any problem which occurs (usually because they have caused it but in this case not). The fact is they (Mobiles.co) contiunually invent their own rules regardless of a) even basic customer service and b) the customer's rights under the law. The fact the initial problem appears to have been caused by DHL (the company Mobiles.co chose to use in the first place) is neither here nor there.

Is that almost what I have said in my previous posts, but in a less fanatical way???????? Either I am incapable of writing decent English, or your red mists prevent you from reading what I wrote.

You accused me of defending the company - which clearly I am not. You agree that the initial problem appears to be with DHL.

Now why is it that when you write the "initial problem appears to have been caused by DHL" this becomes sacred truth, but when I write that it is a little harsh for Silk to say that the problem has nothing to do with DHL - and I made it clear that this was the only point of disagreement he and I had - , you write "Why do you always excuse/defend the dealer? They plainly don't deserve any "benefit of doubt"

You need to moderate and balance your arguments more to avoid appearing fanatical. Have a look here http://www.netdoctor.co.uk/ate/mentalhealth/201987.html and see if this helps.

mobilejunkie

Actually (as you just wrote on another thread) you always believe what "Ben" writes - even though more than once what he wrote has been blatantly untrue. Your argument is that it's not really his fault; rather, others in his organisation "let him down". Now, since he has disowned his own dealership's written t&c, mislead people about how long payments take, made a completely false statement about what was "never" in the t&c and ducked every issue (all from day one) it is plain to me and the others you refer to as somehow unfair or unreasonable that "Ben" is the same as the company itself. i.e. only concerned with appearance and not substance, to which he (and they) attach no importance whatsoever.

Guys_Dad

mobilejunkie wrote: »

Actually (as you just wrote on another thread) you always believe what "Ben" writes - even though more than once what he wrote has been blatantly untrue. Your argument is that it's not really his fault; rather, others in his organisation "let him down". Now, since he has disowned his own dealership's written t&c, mislead people about how long payments take, made a completely false statement about what was "never" in the t&c and ducked every issue (all from day one) it is plain to me and the others you refer to as somehow unfair or unreasonable that "Ben" is the same as the company itself. i.e. only concerned with appearance and not substance, to which he (and they) attach no importance whatsoever.

I actually wrote on the other thread "The problem, as I said, isn't Ben's words - which are usually reasonable and, for my sins, I believe him when he writes them. It is the lack of action and broken promises - almost certainly by others - that follow that seems to be the worrying thing that must be costing his company business.

The always you put in italics and chose to insert wasn't actually in my comment. However, I do not believe that Ben is the Satan you try to paint him to be. In fact, and it may be even worse in this context, I don't think he has sufficient clout within his company to make those who should be responsible back up his words.

mobilejunkie

That must be it then. A saint who's done down by the company he works for!

:rotfl::rotfl::rotfl:
Whoops - but about all those blatant - er - fibs he came out with? Guess it must have been the company making his keys type those in too!

rolo1_2

Hi Jarvester

Did you get it sorted?

jarvester

Hi all,
Hopefully things have been resolved now, let me give you an update.
Shortly after Ben replied 2 days ago I sent him a PM and after a couple of emails he wrote to me:

Apparently they are ensuring they've got full information before contacting you but it's all in hand. We have to speak to the central warehouse which can delay matters.
Be assured it's all sorted and they will be in touch once they are 100% happy that everything is done, probably tomororow now. You are not being held to any contract and we will arrange some sort of compensation for the hassle.

Regards,
Ben


Then yesterday as promised I received a couple of phone calls from a different person. At first, she told me that because the order was already with DHL I had to accept it and the return it to them, which I refused. Then she said she would contact DHL and sort it out. I requested written confirmation and she sent the following email.

Dear Mr,
I can confirm that DHL have advised me that they will be returning the goods set up for you back to our warehouse today.
Once we receive the goods back at our warehouse we will close the return and your contract will be cancelled.
I apologise for the delay in resolving this issue and if there is anything else we can help you with please do not hesitate to contact us.

Regards
Customer Services and Returns Team Leader


However, when I mentioned to her on the phone if she knew something about the compensation thatt Ben had offered without me asking, she was plain rude, saying that they would not charge me for anything and that was enough compensation in her book (...) which got me going for another while.


Summarising, I just want to say thank you, thank you so much to all members of the forum that had taken time to help me, I was very upset and distressed and you certainly contributed to ease the pain. Besides, I have the feeling that only because I made my claim in public things got resolved, which is quite sad actually. There have been some very constructive discussions going on and it's great to have your support and expertise. I think I have learnt one or two things about my rights!

It is really worrying as someone said in this thread that there must be a lot of people unaware of their rights and of the existence of forums like this one, so potentially they could be harrased and forced into accepting deals they don't want on the grounds of plain lies like in my case.

I also want to say thanks to Ben for his intervention, but I'd like to ask why it took a week and a half to happen? General time response from mobiles is plain dreadful, and the fact that some of its representative clearly mislead costumers should have consequences. Senior Managers should have words with those involved as the company could get into a lot of trouble if they carry on crossing the law line just to get an stupid comission. Let alone I won't be recommending this company to anybody.

From now on I will always check this forum for reviews before buying, I was just in a rush and after a quick delivery and didn't do any customer research.

So I hope this is now the end of it, I have one last question, can I cancel my Direct Debit now? I just don't like anybody having my bank details unless I am their costumer.

Many thanks again and all the best for everybody.

OneADay

Cancel the direct debit - worst case if you still get a bill, you can phone them and explain what has happened (unlikely you will get any bill if its been cancelled as promised).

There is usually 14 days from point of receiving a bill to payment date.

Silk

Good write up Jarvester

You have highlited most of the problems.

Make sure you keep copies of everything in case you get hit by bills from Vodafone or the Insurance and Gadgetline etc just to be on the safe side.