mobiles.co.uk Cashback

mobilejunkie

It's not really a development; what do you think I have been warning people about for the last 12 months!?? All the signs have been there all that time for those who read them - especially for those of us who have been customers all that time.

Guys_Dad

mobilejunkie wrote: »

It's not really a development; what do you think I have been warning people about for the last 12 months!?? All the signs have been there all that time for those who read them - especially for those of us who have been customers all that time.

I did not have any issue with you warning about the company as such - I did have a problem when you personalised it on their rep and, at times, you went OTT with your choice of language.

But let's not resurrect old arguments. It is a development inasmuch as the previous main issues were around late payment, misleading claims and t&c. There were very few actual complaints of legitimate non-contentious claims for casback being refused or denied by comparison.

There now seems to be a spate of complaints about denial of claims and that is a worrying development in my book.

You wrote about them and another CPW company on another thread in June "I have and still do use both extensively. Most of the time there is no problem provided you do as Lynsey advises; however, sometimes they select a valid claim to reject and then you need to be ready to sue if needbe (provided you accept no nonsense from them should they try it on it - usually won't be necessary to go all the way to court, but you must be prepared to do that should they require it!)."
"

It seems from more recent threads that the rejection of valid claims and dodgy on-line claiming is on the increase and that needs some watching.

mobilejunkie

What I wrote there has applied with all cpw companies for the last three years. The current developments aren't new at all; they are something I have been warning people about all that time whilst what the rep said was one lie after another and all dressed up as PR - which is the only reason I "personalised" my criticism. Denial of claims always was an issue - when brought to (your) attention on here your main concern was to ignore the facts I repeatedly presented and give more benefit of the doubt than belief engendered to whatever excuses and falsehoods the rep served up. It was always plain to some of us that what was happening in reality was quite different - and little different (if at all) to what is happening now. It simply didn't take us 12 months to label it as a "new development".

Still, better late than never in seeing at least a small part of the light which has been beaming down all that time!

Perhaps at least some people heeded what I said months ago so haven't ended up in the place many now find themselves in whilst you criticised me for telling them BEFORE the event which you seem to be seeing only now.

Guys_Dad

Let's not rake over old coals - particularly as we have no point of disagreement with the current position.

Just looking at the recent posts on mobiles.co.uk's performance my reading of the situation is that communication has - and I didn't think it possible - got even worse than 6 months ago. The number of posts on legitimate claims being rejected seems to be higher than 6 months ago and, if management has changed as was reported some 4 months ago or so, I just wonder if there has been a change in their policy - possibly employing less CS staff or a significant turnover resulting in even less competent CS people.

Certainly I would be less likely to use them today than I was when I arranged for my friend to take out a contract 6 months ago.

The much acclaimed on-line claim procedure appears to have a poor audit trail (I didn't use that myself) and obviously without any proof of claiming, it leaves any unscrupulous company in a position to say "Sorry - but I have no details of your claim. Tough luck".

mobilejunkie

I used it once a long time back; as soon as it was apparent it didn't work smoothly I switched to an alternate method (not the one you recommend but it's effective, covers me and is faster). To date this version of cpw has rejected two claims from myself and those I look after. Both were reversed immediately when we gave the suitable response in each case (which didn't involve any phone calls). But, then, I am quite used to cpw companies and know exactly what to do when they decide (as they usually do at some point) to start messing me around.

As for personnel changes; when the person in charge of Onestopphoneshop moved to E2Save to take charge, he immediately swallowed up his former clone and made it just another E2Save website. He also made an obvious policy decision to copy another dealer's t&c word for word but not actually to follow them. THAT is when E2Save went bad. Having seen the way the Mobiles.co rep has behaved on here and with substantial experience of all these companies it has always been as clear as day that they are entirely dishonest and untrustworthy in all the usual areas. They have proceeded to copy some of the ploys of other cpw clones (e.g. changing the t&c several times and then denying the original wording, ignoring their own t&c, rejecting claims for trumped up reasons, not understanding their own t&c, making promises they don't keep - by phone, on here, on their website etc.) and not caring about the reputation among their existing customers. None of this is new and I feel no different than I did a year ago. They haven't got worse; I still get the correct resonse and have no fear about them "disappearing". I still use them (and other cpw companies) but always ensure they don't mess me around and that I get paid. However, it is not and never has been simply a case of following the t&c and making claims at the right time - and simplistic, well-meaning advice like that can get a LOT of people into trouble! There are no shortcuts on cashback deals.

TREVORCOLMAN

I have managed to get the system to work and sent my claim via their web site.

I will wait a few days and if no reply then I will use the backup system of sending my recorded mail.

My bill was dated 15 Jul so time is still on my side.

However if they do not acknowledge the email I will still "name and shame" them.

Thanks for replies.

mobilejunkie

I'll bet that will worry them!

:rotfl::rotfl::rotfl:

As I recall you took out your contract after September so have 60 days? As an old hand I'm sure you'll make them an offer they can't refuse should they not pay!

nifflespink

Hmmm, I too am unclear as to whether my cashback claim is going ahead. I used the online claim form to submit the correct 6th month bill, shortly after I received the bill (end of May - went live in November). According to their website I should have received an acknowledgement of receipt shortly after, and a claim acceptance email seven days after. Neither arrived, so I tried again, submitting my bill again on the online form. Still nothing. So after a bit of reading on this forum I have emailed the cashback team from my own email account rather than using the web form and am hoping... I am still in my 60 days by about a week.

If I get still no correspndance, what's the best course of action to take (you can see I'm not too hopeful!)?

Ta,

Niffs

mobilejunkie

Don't wait. Send a paper claim by recorded delivery, copying everything you have sent. Then check it tracked as delivered. If you really want to cover yourself fully you'd need to send it SD with consequential loss insurance.

Anyone making a claim would be well advised not to use their on-site claim system - which seems more likely to ensure that you can't claim rather than make it easier. Rule number one; make sure you send it according to your t&c and can prove they received it. Then rest easy; if they don't pay, send the LBA and then sue should they insist upon it.

thetaxwoman

Glad to see this thread - I've emailed my first claim twice since I got my July 7 bill, and have had no response, so was considering sending it snail mail instead. I'll definitely do that tomorrow morning. I always expected it would take a bit of work to get the money back, but it looks like I'll have to be even more persistent than I thought!

Two questions from the posts above:

mobilejunkie - what's an LBA?

Nifflespink - I haven't been able to find an email address for the cashback team. Does the one you have work?