mobiles.co.uk

bobstheboy

Guys_Dad wrote: »

Just as well. You won't get any cash back on this thread !

Unlike some, I've had my money from Mobiles and happy :j

WychWeird

I've had my share of issues with Mobiles.co.uk....

....however, my last cashback claim (May) was processed without any issues or need to follow up - but I did ensure I followed what was laid out to make a claim.

TREVORCOLMAN

I have been a harsh critic of CPW and related companies when things have gone wrong despite me following the t&c to the letter.

However, cashback 2 cheque (mobiles.co.uk) was due 21 Jun = 28 days - arrived yesterday.

All OK so far.

I post this info to show that I do also inform when things go right!

I do sympathise with people when things go wrong.

I urge anyone who has problems not to wait, but write to them as soon as they are 1 day late informing that they have 7/14 days (you pick) to get money to you (letter before action).

Then as soon as the time is up file a claim through money claim on line.

rocketbike

I am new to this forum, but had read the saga of mobiles.co.uk here before deciding to buy from them. I know some will doubt my sanity! Anyway, I decided not to risk the cashback / redemption battle, but rather to go for a deal that offered a good handset price (HTC desire for GBP159.99) and a 10 pound a month reduction on a Vodafone GBP25 two year plan (300 minutes + 500 GB data per month). How could I lose? The phone turned up on time (today). The paperwork seemed in order at first - until I noticed they'd omitted the 500GB data allowance I'd paid for. Vodafone confirmed it wasn't there; Carphone Warehouse agreed, and told me to speak to mobile.co.uk's customer service. Customer service said that the pricing on the website had been wrong - an 'advertising error' (luckily I'd printed a copy of the page, because they initially just said "that's not on our website" - which is true, as they appear to have changed the deal in the last 24 hours) and that they won't now honour the call plan.

I grumbled, trying to remain polite, to no avail. They said they'd refund my money. I've just received an e-mail message from their returns department saying I must pay to ship the unit back, special delivery, within 48 hours. I'd told customer services I was unwilling to be out of pocket and that they should foot the cost of this up front; I wasn't happy to wait for a refund (largely because of the negative experience I've read about here); and noted it is impossible to get the phone back in 48 hours since it's the weekend. (I've read your thread about their unwillingness to sign for things...) . Also, they apparently think it's down to me to deal with the cancelling the 'optional' insurance and gadget support.

So... I have a lovely phone in my possession, waiting for mobiles.co.uk to contact me to determine its future. In the meantime I have told my bank not to accept any further charges against my credit card (I actually had to cancel the card to achieve this); and verified no standing orders or direct debits have been set up. I shall endeavour to notify Vodafone of these shenanigans so they don't come after me. As mobiles.co.uk say this was all an advertising mistake and that the transaction is invalid, I cannot see that I can be in breach of contract, but in any case, I will be more than happy to take my paperwork to small claims court. mobiles.co.uk deviated unilaterally from the agreed pricing and any arrangement they initiated with Vodafone was done without my consent - and most likely without Vodafone having been made aware of what was going on.

What would you do, forum gurus?

Angry (at my own stupidity) of Hampshire.

mobilejunkie

What can I say that I haven't many times preiviously (and been castigated for it by a few). If you've done the research you claim to you'll know I have warned about these things (offers they don't honour, lies about what was or was not on their website originally, lack of customer service etc). At least you took enough heed to copy the offer at the time - a fundamental thing people should always do (not just with this dealer).

Now you've chosen to take the risk and ended up in the mire, PUT IT IN WRITING (LETTER with a copy also sent in an email) so you can prove to a court (if needbe) that you have made it clear that the contract is NOT the one you signed up to and therefore they need to pay for SPECIAL DELIVERY for the return of the phone, refund all charges, cancel the contract with the network and reimburse any of their charges.

Second, do NOT cancel any direct debits with the network. Painful as it may be, THAT would place you in a mess of a much higher order (as I and many others have repeatedly warned in all sorts of circumstances on many threads - despite a few misguided people recommended that people do just that).

This company has always and will always (like all CPW companies) respond best (if at all) when you have a clear and instant response which accepts no nonsense and shows that you are quite ready and willing to sue if needbe. That usually results in avoiding the need and getting them to sort it quickly - as opposed to their usual customer treatment (can't call it service) which involves ignoring you, lying to you, making false promises, denying what was offered, attempting to make you go past the cooling off period, finally trying to only partially compensate if they really have to you and then using you as an example of how they "solved" your problem - even when they really haven't.

OneADay

rocketbike wrote: »

I am new to this forum, but had read the saga of mobiles.co.uk here before deciding to buy from them. I know some will doubt my sanity! Anyway, I decided not to risk the cashback / redemption battle, but rather to go for a deal that offered a good handset price (HTC desire for GBP159.99) and a 10 pound a month reduction on a Vodafone GBP25 two year plan (300 minutes + 500 GB data per month). How could I lose? The phone turned up on time (today). The paperwork seemed in order at first - until I noticed they'd omitted the 500GB data allowance I'd paid for. Vodafone confirmed it wasn't there; Carphone Warehouse agreed, and told me to speak to mobile.co.uk's customer service. Customer service said that the pricing on the website had been wrong - an 'advertising error' (luckily I'd printed a copy of the page, because they initially just said "that's not on our website" - which is true, as they appear to have changed the deal in the last 24 hours) and that they won't now honour the call plan.

I grumbled, trying to remain polite, to no avail. They said they'd refund my money. I've just received an e-mail message from their returns department saying I must pay to ship the unit back, special delivery, within 48 hours. I'd told customer services I was unwilling to be out of pocket and that they should foot the cost of this up front; I wasn't happy to wait for a refund (largely because of the negative experience I've read about here); and noted it is impossible to get the phone back in 48 hours since it's the weekend. (I've read your thread about their unwillingness to sign for things...) . Also, they apparently think it's down to me to deal with the cancelling the 'optional' insurance and gadget support.

So... I have a lovely phone in my possession, waiting for mobiles.co.uk to contact me to determine its future. In the meantime I have told my bank not to accept any further charges against my credit card (I actually had to cancel the card to achieve this); and verified no standing orders or direct debits have been set up. I shall endeavour to notify Vodafone of these shenanigans so they don't come after me. As mobiles.co.uk say this was all an advertising mistake and that the transaction is invalid, I cannot see that I can be in breach of contract, but in any case, I will be more than happy to take my paperwork to small claims court. mobiles.co.uk deviated unilaterally from the agreed pricing and any arrangement they initiated with Vodafone was done without my consent - and most likely without Vodafone having been made aware of what was going on.

What would you do, forum gurus?

Angry (at my own stupidity) of Hampshire.

Send it back special delivery - and worry about your £5 p&p later ... you can try and complain direct to CPW after you have sorted out your immediate problem - returning the phone.

TREVORCOLMAN

OneADay wrote: »

Send it back special delivery - and worry about your £5 p&p later ... you can try and complain direct to CPW after you have sorted out your immediate problem - returning the phone.

Good advice, and from MJ above. Send it back - pay the £5 then claim it back from them through money claim on line. At least you can then cancel the DD as no payments are due. The effect on your credit rating is worth paying the £5 up front.

Guys_Dad

The important thing about not cancelling the direct debit is that it would be with Vodafone and mobiles.co.uk would not be affected. That would leave you with a problem with Vodafone, whose customer services department and sales competence are another potential nightmare.

Clearly, from what you have written, you have not got what you saw advertised. If they have made a mistake and accepted that, then there is absolutely no way you should be out of pocket, but the important thing is to get the albatross off your neck - as that is the big bucks area - and fight for the comparatively smaller refund when you have got the contract cancelled and, presumably, a new one in place elsewhere as, presumably, you need an active phone contract.

rocketbike

Thank you all for your advice, which I have followed, sending back the handset this morning by special delivery. I may have some further trouble, since I (perhaps rashly) cancelled my credit card: I'm not sure now how the refund will work, though I've asked for it to be made directly into my current account.

According to my bank, no direct debits have been established, so I've not needed to do anything on that front.

Arghhhhhhh!!!!!