Mobiles.co.uk. no auto cashback cheque

sanfly

Looks like I should have listened to MJ about Mobiles.co.uk, Auto cashback cheque failed to turn up after 34 days. I have just got off the phone to CPW head office, they confirmed they have the correct address but from their system it states that “Cheque returned by royal mail unable to make contact with the customer” , this looks to be a very dubious excuse therefore I have rung Royal mail to check if their system can confirm or deny the return of such a letter, unfortunately they cannot, however they did say if it was a normal letter (which it was) it would have been delivered and not returned by them, only a letter requiring a signature would have been returned to sender. Anyway CPW head office has confirmed they will resend the cheque which should be with me in 14 to 28 days. I can feel a visit to the small claims court coming on.

mobilejunkie

It won't come to that in your case. Will just take far longer than they "promise".

Mobiles.co.uk_company_representative

Sanfly,

Sorry that you've had this experience; it does sound like it has been lost by Royal Mail, for which we apologise.

For future reference if you had called us we would have been able to produce a cheque locally from our chequebook to replace it, I do know that the CPW cheques come with their CS number on so calling them is understandable though.

Please let us know if you need any further assistance,

Regards,

mobilejunkie

A bit difficult to be mislead by a telephone number on a cheque which never arrived don't you think? Or is that Mobiles.co logic and helpfulness again?

Mobiles.co.uk_company_representative

Ah, good point - that's pre-coffee logic.

The cheques do have CPW's number on and we have had problems with this in the past, so I assumed that's what had happened here..

sanfly, CPW do not provide CS to our customers (contacting them can do more harm than good) so I suggest you contact us via the website just to make sure everything's sorted to both our satisfaction.

Thanks,

Guys_Dad

Mobiles.co.uk_company_representative wrote: »

Ah, good point - that's pre-coffee logic.

The cheques do have CPW's number on and we have had problems with this in the past, so I assumed that's what had happened here..

sanfly, CPW do not provide CS to our customers (contacting them can do more harm than good) so I suggest you contact us via the website just to make sure everything's sorted to both our satisfaction.

Thanks,

The problem is, Ben, that your C/S have a really poor reputation for either phone answering or even email answering. You must concede that from the many threads on the forum. (I know in this case the OP did not contact mobiles.co.uk to sort it out and, therefore, my following comments may be off topic for this thread)

Now any reasonable person can see that this is probably a Royal mail fault and, in another thread, a lost gift is probably down to DHL as the signature was not that of the intended recipient.

But I have been observing the threads on your company and, although I have often deplored the comments at you personally, nothing seems to have improved with your company's systems for dealing promptly with problems that arise.

MobileJunkie's first post above was very fair. He conceded that you would eventually make the payment but the time taken for your admin was likely to be excessive.

Are you happy that your company's admin and poor customer service is bringing your reputation down to a very low level? I applaud the move to BACS ahead of the government deadline, but it does seem that there are not sufficient bodies employed - or if there are, then they are of a pretty poor calibre - for the business you are doing.

Straight questions (1) Are you happy with the current level of CS you are providing? (2) If not, what steps are there in place to improve.

It must be pretty soul destroying for you to have to come on here time and time again having to sort out poor CS, so something surely needs to be done..

sanfly

sanfly wrote: »

Looks like I should have listened to MJ about Mobiles.co.uk, Auto cashback cheque failed to turn up after 34 days. I have just got off the phone to CPW head office, they confirmed they have the correct address but from their system it states that “Cheque returned by royal mail unable to make contact with the customer” , this looks to be a very dubious excuse therefore I have rung Royal mail to check if their system can confirm or deny the return of such a letter, unfortunately they cannot, however they did say if it was a normal letter (which it was) it would have been delivered and not returned by them, only a letter requiring a signature would have been returned to sender. Anyway CPW head office has confirmed they will resend the cheque which should be with me in 14 to 28 days. I can feel a visit to the small claims court coming on.

Update ......Contacted CPW again to progress the 2nd cheque, they tell me a new cheque was requested and printed on the 2/3/10 and it should be with me in the normal 14 to 28 days. I did not re-contact Mobiles as suggested by Ben as in my experience if you involve to many people then things normally go wrong, will update again when i get the cheque.