Mobileshop.com (merged)

Totoriko

I sent my 3rd claim about a week ago. Here's the email I got today:

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**This is an automatically generated e-mail. Please do not reply to this message as the mail box does not receive incoming e-mail**

We have received your claim ******, unfortunately there is a problem and your claim is not currently valid.

We would like to speak to you regarding this claim as we require further information from you before it can be processed successfully.

Please have your order number to hand when contacting us and contact our Customer Service Team on 0845 345 5000.

We value your custom and wish to be able to process your Cashback claim for you without any further delay and inconvenience to yourself.

We look forward to hearing from you very shortly in order for us to complete and process your claim.

Should you not respond to us within your claim period the claim will unfortunately be voided.

**This is an automatically generated e-mail. Please do not reply to this message as the mail box does not receive incoming e-mail**


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Not valid? The previous 2 cashbacks were valid and I followed the same procedure to make the third claim. I haven't called them yet but it looks like they are being difficult.

Llyllyll

egduj wrote: »

How did you speak to a member of the cashback team?

Was it via phone or e-mail. The only route now open open to communicate about cashbacks is to e-mail them. Usually they are ignored but on the odd ocassion I do get a reply, is a standard reply stating they are having "technical" problems.

Spoke to a member of the CB team by ringing CS and asking for a call back from the CB team. They took about 2 days to get in touch, but did eventually ring.

Llyllyll

Totoriko wrote: »

I sent my 3rd claim about a week ago. Here's the email I got today:

=======================

**This is an automatically generated e-mail. Please do not reply to this message as the mail box does not receive incoming e-mail**

We have received your claim ******, unfortunately there is a problem and your claim is not currently valid.

We would like to speak to you regarding this claim as we require further information from you before it can be processed successfully.

Please have your order number to hand when contacting us and contact our Customer Service Team on 0845 345 5000.

We value your custom and wish to be able to process your Cashback claim for you without any further delay and inconvenience to yourself.

We look forward to hearing from you very shortly in order for us to complete and process your claim.

Should you not respond to us within your claim period the claim will unfortunately be voided.

**This is an automatically generated e-mail. Please do not reply to this message as the mail box does not receive incoming e-mail**


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Not valid? The previous 2 cashbacks were valid and I followed the same procedure to make the third claim. I haven't called them yet but it looks like they are being difficult.

Have you double checked your claim?

I have been as dissatisfied as everyone else with Mobileshop's CB system over the past few weeks in particular, however I emailed by 3rd CB claim (x2) to them on Sunday the 8th and received confirmation of these on the 10th.

Totoriko

Yes, all my claims are the same. I scan and keep a copy of everything I send

Llyllyll

brooksie wrote: »

I would also like to know how to contact the cashback team, my second payment is over 2 weeks late and have already submitted the third , £210 is too much money for me to lose, and still another one to submit, so advice as to next move would be appreciated.

Email them at cashback@mobileshop.com and include the cashback claim number and the month that it relates to, for me the 2nd claim relates to the 7th month.

Calculate the day that the payment should have been made according to your T & C and put this is the email. Explain that you have adhered to the T & C of the contract (only if you have mind ) and say that you would expect the same courtesy from Mobileshop.com.

Next say that you are asking once again for the current outstanding cashback claim to be paid into your account immediately.

Include a ‘reply by’ date so you know when to expect a reply by.

Can’t say it’ll work for everyone but it worked for me.

Medicine_Man_2

I am getting messed around too with Cashback. As with most of us they owe me a lot of money. I am wondering what my options are - maybe approach trading standards. I really dont know what the legal stance is on these cashbacks. How many of us are getting ripped off, and how can they still be trading promising new customers cashbacks without getting their collar felt?

Llyllyll

Llyllyll wrote: »

I received confirmation that I would be receiving 2 x £90 on this Friday's payment run, today.

It did not require going down any legal routes, only talking to a member of the cashback team. I did make enquiries about the lateness of the payment and this instigated the call back from the them.

HTH

Just a quick follow up on my earlier post. 2 x £90 is in my account already today (Friday). Maybe Mobileshop are making a concentrated effort to sort out the obvious problems with the cashback?

I wanted to post this as I will complain when something goes wrong and thought it was equally as important to commend when service is good or when mistakes are being proactively corrected.

grayme-m

Llyllyll wrote: »

Just a quick follow up on my earlier post. 2 x £90 is in my account already today (Friday). Maybe Mobileshop are making a concentrated effort to sort out the obvious problems with the cashback?

I wanted to post this as I will complain when something goes wrong and thought it was equally as important to commend when service is good or when mistakes are being proactively corrected.

So the question is, why do the technical issues prevent them paying some cashbacks and not others....?

Reestit_Mutton

grayme-m wrote: »

So the question is, why do the technical issues prevent them paying some cashbacks and not others....?

I think it could simply be a case of first come first served - maybe those being paid are those that have been waiting the longest.

Reestit Mutton

glenderg

A very good question GRAYME_M, i'm sure a lot of us would like to know the answer to that one.

Mobile Mole, i do admire your loyalty to Mobileshop, do you know something us others don't

My wife is waiting for hers quote from Mobileshop

"Cashback details for your voucher number ***** Voucher Issued: 31/08/2006

Voucher A
Voucher A claim received on: 11/01/2007
You should expect to receive payment Around 60 days after we received your claim for this voucher."

She has e-mailed them twice and got a reply next day both times,
Thank you for your patients blah blah.Don't know when cashback will be paid. Keep being patient.