Auto Cashback from Mobiles.co.uk

Silk

Mobiles.co.uk_company_representative wrote: »

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.

You see Ben this is why you make a rod for your own back !
It says quite clearly on your website ....

Get your Auto Cashback 21 days from delivery - an Exclusive from Mobiles.co.uk!

Note it says 21 days from delivery !
The page has a big banner which says "DONT WAIT AUTO CASHBACK PAID AFTER 21 DAYS"
You have an attractive model holding wads of cash enticing you to get the money after ordering a phone.

However when you read the small print by clicking on the hand holding the wad of cash it says .....

Automatic cashback is a promotion from Mobiles.co.uk, where payment is automatically processed 21 days following the delivery of your phone, which allows time for any phone returns.

So it isn't "PAID" after 21 days because thats when the process only starts !
It then goes on to say .......

Payment will be a cheque sent directly from our parent company The Carphone Warehouse. After being processed, receipt of the cheque will take a maximum of 28 days which allows time for it to be raised, printed and posted to you.

It's no wonder it's confusing because there are contradictions all over the place !
Mobiles.co.uk emailed the OP to say allow 21 days to get the cheque.
You say wait 28 days yet earlier you agreed the 8th was the deadline
You say you have to wait 14 days to process yet the website says 21 days to process !
The website clearly says get your cashback in 21 days but the reality is that it is 21+28 = 49 days

I'm sure yourself and everyone else will agree the website is missleading when it claims "Get your Auto Cashback 21 days from delivery"

Guys_Dad

Mobiles.co.uk_company_representative wrote: »

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.

,

I recall that this is not the first time that your staff have incorrectly advised customers that 21 days is the timescale, not 28 days, so a fair question...............What internal training are you doing to ensure that your staff are competent and knowledgable about your t&c?

Silk has a fair point too. When you click on Autocashback against a particular phone, a pop-up comes up which does have the following text

"Automatic cashback is a promotion from Mobiles.co.uk, where payment is automatically processed 21 days following the delivery of your phone, which allows time for any phone returns. Payment will be a cheque sent directly from our parent company The Carphone Warehouse. After being processed, receipt of the cheque will take a maximum of 28 days which allows time for it to be raised, printed and posted to you"

However, that is in small type and the banner is "Don't Wait. Autocashback paid after 21 days"

Click on Autocashback on the main screen, and, as Silk says, the following text is there as an explanation.

Our Automatic Cashback offers on one single page!
With the buying power of The Carphone Warehouse, Mobiles.co.uk can now offer more phones with Auto Cashback than ever before!
Get your Auto Cashback 21 days from delivery - an Exclusive from Mobiles.co.uk!

see mobiles.co.uk/automatic-cashback-mobile-phones.html

Now that is pretty clear and Advertising standards would not like that one little bit, would they?

No wonder mobiles.co.uk manage to turn happy customers into unhappy ones. Someone needs to proof read the web site and remove the anomalies. If it currently takes up to 49 days - or whatever - and you do have that on your site somewhere, so be it. Remove the misleading information and then customers can judge whether or not to buy. All that is happening now is that their expectations from the banner or the Autocashback page are not being met, you point to the bit that says 28 + 21 days, and they point to the 21 days from receipt.

Not satisfactory and this has been going on for far too long.

You really do put your corporate heads on a block and invite decapitation, don't you.
Now in anyone's book, that is totally misleading advertising.

Mobiles.co.uk_company_representative

"Paid" is being changed to "sent", until such time as BACS is in place. I agree that it's perhaps overstating the exact deal.

Under-promise and over-deliver is one of our key values and that banner falls short of this test.

Thanks,

Silk

Mobiles.co.uk_company_representative wrote: »

"Paid" is being changed to "sent", until such time as BACS is in place. I agree that it's perhaps overstating the exact deal.

Under-promise and over-deliver is one of our key values and that banner falls short of this test.

Thanks,

Thats Daft !

I know from past experiance your interperatation of "sent" is different from most peoples.
If I tell one of my customers I've sent them a cheque they will take that to mean I've stuck it in the post ...it doesn't mean "wait 28 days"

Surely the easiest solution is to change it from "21 Days" to "Paid in 49 days"

1-0totheArsenal

Surely the easiest solution is to change it from "21 Days" to "Paid in 49 days"

to right but the prob with that is it would be true.lol:D

Mobiles.co.uk_company_representative

Silk wrote: »

Thats Daft !

I know from past experiance your interperatation of "sent" is different from most peoples.
If I tell one of my customers I've sent them a cheque they will take that to mean I've stuck it in the post ...it doesn't mean "wait 28 days"

Surely the easiest solution is to change it from "21 Days" to "Paid in 49 days"

Cheques don't always take 28 days to arrive, usually it's much faster - but 28 days is how long we must wait before reissuing a cheque as "lost in post", therefore it's only fair to say that it can take up to 28 days to arrive.

Regards,

Guys_Dad

1-0totheArsenal wrote: »

to right but the prob with that is it would be true.lol:D

But the real test would then be would that deter any buyer? Given that Quidco takes some time to pay, people still use it as in the long run if you are assured of payment by a date, that is far better than the anxiety and hassle of wondering why the cheque hasn't arrived when you expect it, being unable to raise customer services and then find you are being pointed to another bit of contradictory text.

I think Ben's replies - and his posted thanks to his critics - is a positive sign and, should the issue be corrected for future, then that is one step forward that would be worth it.

But that still leaves the current poor response time and content from the CS team, as is shown on the other current active thread.

Silk

Mobiles.co.uk_company_representative wrote: »

Cheques don't always take 28 days to arrive, usually it's much faster - but 28 days is how long we must wait before reissuing a cheque as "lost in post", therefore it's only fair to say that it can take up to 28 days to arrive.

Regards,

So as in the OP's case a cheque was raised on the 15th last month and it's now 24 days later and he still hasn't had it ......do you suspect it may be lost or do you suspect as I and most people will that it wasn't sent out anywhere near the 15th ..if in fact it has even been sent out yet ?

Guys_Dad

Silk wrote: »

So as in the OP's case a cheque was raised on the 15th last month and it's now 24 days later and he still hasn't had it ......do you suspect it may be lost or do you suspect as I and most people will that it wasn't sent out anywhere near the 15th ..if in fact it has even been sent out yet ?

Unfair conjecture this time Silk.

If it says 28 days, then it is wrong to fire the pistol before then. This company does not have a history or track record on this forum for failing to pay - slow payment and poor CS, yes, but not for failing to pay.

Silk

Guys_Dad wrote: »

Unfair conjecture this time Silk.

If it says 28 days, then it is wrong to fire the pistol before then. This company does not have a history or track record on this forum for failing to pay - slow payment and poor CS, yes, but not for failing to pay.

It's not the wrong conjecture GD I've never implied they won't pay as I'm quite sure the OP will receive a cheque ...what I'm saying is that there is no way it was "sent" on the 15th

What it means is that the actual time from someone actualy "sending" a cheque and "receiving" one is generaly accepted as around 3 days.
If I sent you a cheque in the post today would you be surprised if it wasn't there by Monday ?

If you remember my cheque from Ben when he told me it was "sent" took "35 days" to get to me.
Now I know that Royal Mail may not be the quickest but there is no way they can have post from CPW taking 28 days.