Mobiles.co.uk Cashback Issue - Help

OneADay

ravdula wrote: »

I appreciate your response. This was my second cashback claim, and the first was submitted in the same way and was granted correctly. I only have 30 days in my terms as it was prior to Sept last year. I submitted my bill within the 30 days, and raised it with their excalations a few weeks later as they state it could take 21 days, which took it outside the 30 days. Since I had no problem wtih the first claim I had no concerns until this point.

Doesn't help but the email reply does say you have to use the right option to send the bill. i.e. The drop down selection on the cashback screen needs to be selected as "emailing my bill".

Now you could quibble its a technical fault on their end and that you did select the right option - but that's pushing it a bit far given they sent you an email saying what needed to be done to correctly submit the bill.

Better bet might be to just lodge a complaint (arguing the case that whilst you did not select the right option, the bill was with them on their computers) - might get somewhere (cstephenson AT mobiles .co.uk) - email someone else on this forum has success with.
Don't hold your breathe though but worth a go (just say you are talking about this on public forums).

Also argue that the web site should be more clear as other people could well get caught out like this and it is not fair.

mobilejunkie

ravdula wrote: »

I appreciate your response. This was my second cashback claim, and the first was submitted in the same way and was granted correctly. I only have 30 days in my terms as it was prior to Sept last year. I submitted my bill within the 30 days, and raised it with their excalations a few weeks later as they state it could take 21 days, which took it outside the 30 days. Since I had no problem wtih the first claim I had no concerns until this point.

Believing what they say or write is not a sensible approach with this lot. You cannot cover yourself in that way because it will lead you outside the terms and conditions (from your side). With this company and other cpw clones in particular (although to be fair with ANY cashback contract/dealer) you should 1) send the claim as soon as you receive the bill, 2) obtain evidence of receipt and processing or acceptance and 3) if not obtained send the back-up claim within the the timescale under YOUR T&C by an infallible means (i.e. special delivery with consequencial loss insurance OR recorded delivery but with a slight risk). Their words have never met their deeds - whether oral or in writing - which is precisely why I (and others who know how they deal with customers at least some of the time) have been providing such definite warnings for a long time. Waiting "weeks" knowing you have days is inviting problems with this dealer - as is relying on a non-problematic payment of an earlier claim! Most claims are paid without problem - but when they decide to create a problem only YOU can prevent them being successful in denying your legitimate claim.