my ongoing mobiles.co.uk encounter

ingram85

Hi there, my first post here so hi to everyone!

I ordered a HTC Desire on mobiles.co.uk plan on orange dolphin; 300 minutes, unltd txts, 500mb net data at £25 a month with 12 months halfprice following redemption.

Despite saying my order would arrive the next day as I ordered before 4pm it failed to arrive, i rang them rather than use the email service, they said my order had an error causing it to stay on 'pending', the guy on the phone put it through again there and then and got it despatched.

I received the phone the next day (friday just gone, 18th) but there was no sim card or contract details, i rang carphone warehouse as that was who the invoice was with who sent out a replacement sim card and told me to 'port' the contract details with orange over to the new sim card on arrival.

Sim card arrived next day so I rang orange who informed me that they had no details of my contract whatsoever.

I rang carphone warhouse back, they told me that someone at mobiles.co.uk had probably forgot to send orange my contract/activation details when sending my phone in the post.

I had to wait until monday to ring mobiles.co.uk as their phonelines arent open over weekends, they looked at my order and said that according to their systems everything had gone out correctly and that they would ring orange and get back to me.

3 hours later, nothing, so i rang them back, the woman put me on hold then said her colleague was going to ring orange after my phonecall had ended (they obviously hadnt done anything with my query and jumped into action when i rang back later sounding annoyed).

They called me back within the hour saying that I need to send the phone back in the post within 48 hours, with a returns number and other details, then make another brand new order on their website.

I made a new order there and then, got my confirmation email with tracking password, went to the post office and sent the original phone back in the post through royal mail special delivery (which i can reclaim through sending them a letter and the receipt).

Went to check the online tracker page to see if my order had been received, using the password they gave me, absolutely nothing, i used the old password they gave me for my original order and there it was, my new order was above my old one.

I rang them up to confirm my order had been received okay, they assured me it had.

I made the order at 14.15, and as of 02.00 the following morning it has not been completed or despatched despite the order going through well before 16.00, im hoping it gets despatched tomorrow if not, im back on the phone when i get up.

my concerns are that the order has been messed up again and im gonna have to ring them up to get it despatched there and then again, im also worried about not receiving a sim card again with this re-order, im also worried that despite mobiles.co.uk saying a contract never actually got finalised for the original order, im still gonna get charged for the original AND new order.

Am i going to be alright? ive read loads about them on here and even though they seem to have improved compared to what ive read (i.e. using telephones, things seemingly getting sorted there and then) im still very worried about getting charged for two contracts, not getting a sim, or the order getting messed up again.

please allay my fears!

Guys_Dad

ingram85 wrote: »

Am i going to be alright?.........................please allay my fears!

Mobiles.co.uk??? This Forum??? That question??? :rotfl::rotfl::rotfl::rotfl::rotfl::rotfl:

Wait 24 hours, put your speakers on and go to http://www.youtube.com/watch?v=1FmPhJkdTwU

mobilejunkie

I'll hold my piece. Sounds like a typical encounter, but sometimes they do get it right in the end for those who are happy to take the risk that they don't!

I would try Orange again when the new contract arrives - they should have THAT one on their system IF it does and then they can check to ensure there is no other set up in your name or at your address. Anyone who've read so much about them has little sympathy from me (naturally!) and should recall that I've mentioned many times (to the annoyance of a few nameless souls) that no-one should ever rely on anything this (or any other cpw dealer) tells you - especially when it isn't in writing.

Of course, if the rep was still around I'm sure he would make things right.... :rotfl::rotfl::rotfl::rotfl::rotfl:.... or is the fact that he is no longer making sooothing noises why things have "improved"????

Ok I admit it - I couldn't hold it after all.....

nonnatus

Hi Ingram,

I don't spend as much time as I should on these boards so I didn't realise Mobiles.co.uk were one to avoid! I ordered an iphone last thursday, it arrived on friday, took 1 hour to set up (largely because it was my first smartphone and i was frighteded of breaking it unintentionally ) and my Quidco cashback has tracked. I'm chuffed to bits but appreciate now how lucky I was - Ignorance really is bliss in my case :rotfl:

Incidentally, I ordered an HTC Desire from Amazon last month and had it for less than a day before I packed it up and sent it back - I couldn't get on with it at all!)

good luck with yours x

gonzo127

to be honest i also seem to have been lucky with mobiles.co.uk as i ordered my phone a while back with them and it arrived when said no problems and have even had my first cashback redemption cheque come through with no problems (second one has supposidly been approved the end of last week so just waiting on that)

time4action

The issues with this company never seem to go away!!!!!!!!!!!!!
Has anyone got views of getting cashback when porting with this mob, good or bad?
Just read the other thread regarding sending bills via email, so won't be making that mistake.

ingram85

thanks for the replys guys, yeah mj, i knew about all the problems beforehand so with such low expectations i couldnt be disappointed right?

anyway, ive just got off the phone with them, the girl said my order hadnt been despatched as they were waiting to receive my original phone so they could cancel my contract, i explained that the reason i sent it back was because they failed to actually create a contract and send it to orange in the first place! and that i had returned the phone yesterday via special delivery, she accepted this fine and said she will put the order through now and it should be despatched today to arrive tomorrow.

I re-iterated the fact i was worried about not receving a sim card or that my details werent passed on to orange the first time and she said she understands that and that it was simply human error, apologised and that it shouldnt happen again and that ive not got anything to be worried about.

to be fair, she was really nice and seemed to sort it out straight away, i think as a company they just need to start talking to each other more so that customers dont have to explain the situation all the time, so far though, apart from messing up my order, they dont appear to be the company from the bottomless depths of hell that they used to almost enjoy being.

But i shall wait and see, not out of the woods yet plus once ive got the phone, i can then encounter trying to get my money back.

thanks again guys.

ingram85

*just to note, she didnt put the order through to despatch, i meant she sent it to the team that does the credit checks, as they hadnt received the original phone back they were holding off on doing the checks, once i had explained why the phone was being returned, she put it straight through to be credit checked.

hope it hurries up and gets finalised and despacthed for tomorrow!