Mobileshop.com (merged)

grayme-m

homeworker wrote: »

I sent them email to say that they had forgotton one of my cashback and low and behold 7 days later I receive the funds into my bank account. I think there just very slow. I don;t know if they are just doing deliberatly or one way of not paying up and missing a few payments??

Who knows??

I'd sent four emails/messages to them asking them why it was overdue keeping polite as if they had forgotten, got two standard 'technical issue' replies.

So I emailed/messaged them today saying (politely) pay in 7 days or it will be court action, lo and behold if I don't get an email saying payment is due to be issued this Friday... :j

I'm not one to threaten court action quickly, it is a shame that it came to this with MS which I had always considered the only one I'd recommend.

Lynsey

Well done grayme, keep us updated and best of luck.
I've always recommended MS in the past, but I also had to chase up my last payment as well and although I hope they carry on in business I would suggest giving them a wide berth, at least until things improve.


Lynsey

glenderg

Well DW is now 40 days late (her cashback i mean)
Sent two polite emails and got two standard replies. (already posted here)
Just sent another polite one with a nasty bit included,lets see what happens!

Good Luck everyone

sc52

I've have also recommended Mobileshop in the past as they were very prompt with previous claims, but I too am now overdue payments on 3 different contracts.

I don't like the fact that it's impossible to speak to anybody or the standard reply to emails citing technical problems - it doesn't give a good impression and it is easy to understand why some are beginning to doubt the companies long term future.

However, like others in this thread I sent them details of the outstanding claims including how long there were overdue and politely requested payment.

Two days later I have received notification of imminent payment.

Not sure what the problem is at Mobileshop but if they aren't in trouble at the moment they may soon well be if they don't get their act together quickly - all these delays do nothing for consumer confidence and they may well loose a lot of prospective sales.

SC

Lynsey

SC, I totally agree with your post. All this negative publicity can do no good at all especially on a site as popular as this.
It would have been nice to have had some comeback from MS like Quidco do, if only for reassurance.


Lynsey

grayme-m

Lynsey wrote: »

SC, I totally agree with your post. All this negative publicity can do no good at all especially on a site as popular as this.
It would have been nice to have had some comeback from MS like Quidco do, if only for reassurance.


Lynsey

Following my emails to MS, I was contacted by Samantha from their cashback department who wanted to address my concerns in person.

We had a pleasant chat, I explained how it seemed from my side (all the standard worded emails and lack of a real response) and she explained it from theirs.

So, in summary:

They are in the process of implementing a new accounting system (I can't remember if she said if there was an issue with the old one or if it was just too small to cope with increased demand).

During this implementation they are having to manually input (or at least check) a lot of data to match up claims with vouchers, etc. Also, during the process they have reduced the number of 'terminals' that can do cashback to just one, hence the backlog.

They are trying to treat the oldest items first which is why some are getting paid and others are still waiting.

B2B Mobiles as far as she was aware was not in the Mocom Group, it is just that there is shared ownership by some directors; the fact that it is in administration has no impact on MS (hopefully we can finally put that one to bed?)

As far as she was concerned, the company was still healthily trading.

I suggested they came onto here to put their point across, but she informed me that they considered that it would answer some questions, but it could cause other problems. Having seen how sometimes when a company posts in a forum and people start questioning it and its motives, etc. I can understand their view.

So hopefully that has gone some way to reducing the concerns that people have, I was certainly a lot happier to hear from them with a reasoned response rather than the standard 'technical problems' emails which whilst they may have been correct, didn't appear so on their own.

Maybe they could have handled things differently, but hindsight is a wonderful thing.

Quentin

grayme-m wrote: »

B2B Mobiles as far as she was aware was not in the Mocom Group, it is just that there is shared ownership by some directors; the fact that it is in administration has no impact on MS (hopefully we can finally put that one to bed?) .....................................................................So hopefully that has gone some way to reducing the concerns that people have

The suggestion that B2B is not in the Mocom Group is a new one!

They both have the same registered office (which is also the same as mobileshop)

They have been widely reported in the press as being in the same group - with no clamour from the Mocom Group to get the matter corrected.

As far as reducing concerns, it would - if that was the only excuse they were giving people.

I have been told the problem is due to their system "missing off" customers so they cannot identify which customers are waiting to be paid! They told me that only when customers get in touch can they identify who hasn't been paid.

They also manage to complete their checks quick enough if you opt for a gift instead of the cash when they receive your claim.

Their sales lately must be very slow, so maybe they could allow another underused terminal to assist in the catching up operation - these delays have gone on for months and months.

glenderg

this is the reply i got to the email sent yesterday afternoon my third BTW,i sent two very polite ones all about 8 or 9 days apart and 8 days before yesterdays.

We are currently experiencing difficulties with making cashback payments due to a technical problem we’ve encountered with our computer systems. We are working hard to resolve this problem with our technical team.



We anticipate that our cashback payment systems will be operating normally in the near future when your claim will be processed. At this time we can not advise on payment dates.



We can however offer you payment by means of an Argos points card for 110% of the value of your cashback claim. For example a £90 cashback will be worth £99 in Argos points. To take this offer, please email your name, address and voucher number to argos@mobileshop.com and we will issue your card within 7 working days.



We appreciate your patience and co-operation during this period and we will endeavour to keep you informed of developments.

---

From:

---

Sent: 18 April 2007 17:18
To: Cash Back Enquiries
Subject: MobileShop.com Cash Back Enquiry From Mrs patricia *****



Mrs patricia
Their Cash Back Ref No: v****
Their Query Type is: Enquiry re Payment of Cash Back
Their Postcode is: ******
Their Tel No is: ***********
Their E-mail Address is: ******************
They sent this message: Hi Mobileshop,
my cashback is now 40 days late
if i don\'t recieve it before the 29th
april i will regretfully proceed through the small claims court for all my cashback as you have failed to keep to the terms and conditions of our contract. I sincerely hope i don\'t have to.
regards, Patricia.

grayme-m

I've received the long overdue cashback into my account today as promised by Samantha from MS (thanks if you're reading this ); so I have strong hope that the rest will arrive very soon as promised.

Sinbad

I too am pleased to say that I have received my final payment of 90.00 today. (see post 154 & 189)

I must admit this experience has put me off cash back deals . . .