Auto Cashback from Mobiles.co.uk

rolo1_2

Ok no cheque yet.

Ben I have sent you an email with my order number. Email used [EMAIL="ben@mobiles.co.uk"]ben@mobiles.co.uk[/EMAIL] (I assume this email address is correct?)

Update for all. Timeframe so far:-

1. Ordered on 30th Jan 2010. Mobile phone contract with £260 autocashback.
2. Received email from mobiles.co.uk on the 15th Feb 2010 advising that cheque is 'being Processed' and to allow 21 days for delivery
3. 21 days has elapsed on 8th March.
4. It is now the 10th March and still no cheque!!.

Ben if you can look into this please. As you will appriciate £260 was a big reason why I took the contract in the first place. I have a few personal friends awaiting outcome before they order from mobiles.co.uk as well as readers here on MSE.

Regards Rolo

mobilejunkie

Glad you didn't hold it.

rolo1_2

mobilejunkie wrote: »

Glad you didn't hold it.

Hi Mobilejunkie

I appriciate your comments -But hold your fire. I'm not making judgement on mobiles.co.uk just yet, wait until Ben gets back to me and this post. Give him a chance. Cheers Rolo

rolo1_2

Got an email today from Ben advising that someone will investigate and contact me within 24hrs.

I will continue to update.

Guys_Dad

rolo1 wrote: »

Got an email today from Ben advising that someone will investigate and contact me within 24hrs.

I will continue to update.

I think you are taking a very patient attitude to this and, as they still have your money, I would do the same!

I, too, have generally been impressed with the stance that Ben has taken to dealing with problems. Or at least, what he writes. Certainly I have fallen out with Mobilejunkie, Quentin and even Silk on that.

But, regrettably, the threads show that despite Ben's promises, there is a regreattable history of mobiles.co.uk's failure to deliver what Ben promises, almost always centering around timescale promises.

I have little doubt you will get your cash. What is deeply depressing is that, from this thread, once again the customer services arm of this company has failed to support the promise given by their rep.

Now either Ben is an active member of some deceitful internal conspiracy - a view some would and do take - or it is just the incompetence or lack of ability of those whose job it is to deliver what they promise to in their t&c, causing Ben about as much grief as they do to MSE members.

I hope you get your cash asap plus an explanation from Ben as to why the timescale has been exceeded..

rolo1_2

Thanks Guys dad

What I find disapointing is the fact that I have to go via MSE to get it sorted. Yes I am patient, up to an extent....

I will continue to post here until the day my cheque is received. And if mobiles.co.uk can't see the likely loss of business in not resolving this, well not much you can say to that!!

Anyway I have given Ben and chance to sort it, and to his credit he has responded to my email. So we will see. regards rolo

Guys_Dad

rolo1 wrote: »

Thanks Guys dad

What I find disapointing is the fact that I have to go via MSE to get it sorted. Yes I am patient, up to an extent....

I will continue to post here until the day my cheque is received. And if mobiles.co.uk can't see the likely loss of business in not resolving this, well not much you can say to that!!

Anyway I have given Ben and chance to sort it, and to his credit he has responded to my email. So we will see. regards rolo

Very reasonable and please do keep the forum posted. I take all of your points.

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.

rolo1_2

Just received a phone call from mobiles.co.uk. Apparently the email I received on the 15th March stating cheque will arrive within 21 days should have said 28 days. No real reason given why this was the case.

Anyway I was told my £260 autocashback cheque will be with me by Tuesday 16th March. If not to email her and another will be re-issued.

Now I know that is not perfect, and no I did not rant and rave at the girl who called. No point. I am not particulary happy abut this, but what can I do.

Feedback for Ben - Would it not be a lot easier to say Autocashback cheques will be issued within 60 days or whatever. Do away with this processed in 15 days, issued in 21 or 28 days stuff. It is misleading, confusing and pointless.

Make no mistake mobiles.co.uk I will be posting here on a regular basis until this is resolved.

Hows this for a radical solution - Just write a cheque and send it to me.....

TBC

Regards Rolo

rolo1_2

Forgot to add if you google "autocashback mobiles.co.uk" this thread comes up in page 1.

Some potentail customers do their research, believe it our not. This will be read.

As I mentioned in my last post, and I know it is a madcap idea and all, but why not just write a cheque and sent it. Job done.

Ben I am not having a go at you personally, but you must agree this is just getting silly.

Mobiles.co.uk_company_representative

Hi Rolo,

28 days is the standard period we have to allow for a cheque to arrive, sorry that the email referred to 21 but this was incorrect and has been updated.

We send out over a thousand cheques each week so writing (and more importantly giving someone the authority to sign them) manually is not feasible. We're fully aware that the 28 day period waiting for a piece of paper to arrive is far from ideal and not very modern, but it takes time to change processes (especially ones involving necessarily strict financial controls) and we are moving towards BACS as fast as humanly possible; the current process is a poor customer experience and puts a strain on our Customer Services, we know.

As a result of feedback from MSE users we have recently switched to using a local chequebook for refunding faulty-returns postage and other urgent customer issues.

Thanks for your patience, and do please keep us all updated.

Regards,