Mobiles.co.uk

StMichael

Thought I would look at some forums as we are currently experiencing problems on with a phone contract we purchased through mobiles.co.uk

Our gripe is that it was not made clear to us that the contract was on a cashback basis and as a result we have been refused the first two of five cashback claims. It was advertised as - 16 month free line rental. To add insult to injury the mobile phone when delivered did not work for the first month due to, they quoted:

"This should now be working I apologise for the inconvenience this was a system error."

No mention of any compensation for their mistake

To cap it all we sent our third cash back claim in good time with all the information they asked only for it to be rejected. See below an extract from our email expressing our frustration......

"I sent the bill by first class recorded on 10th June. Your company confirmed by email that they had received my bill on 11th June and it would be processed.

Then I am informed by email dated 24th June that all the necessary details Name, Address, Tariff, Bill date and Tel Number were not on the bill, when in fact if you look at the bill that was posted to you – all the details had been written on with a pen. (You do not state anywhere that this is not acceptable)

Why does it take 14 days to tell me that you want a screen shot of the bill?? As you are aware I have sent a screen shot of the bill today and now you tell me I am 3 days late.

If you wanted the bill screenshot before the 23rd of June then why did you wait until 24th June to tell me that. Clearly you do not operate an efficient, professional service as you are now contradicting yourselves telling me that it cannot be processed. It is unfair to wait 14 days (until after the expiry date), to then let me know you want a screen shot of the bill."

Would you also believe we sent an official complaint by first class post and they claim they never received it. When we email we receive an email back from a different member of the customer services dept every time and sometimes without a name at all. Some of the emails we receive are to put it `kindly', unprofessional and do not address the issues we have raised.

Apologies about the length of the thread but as you can imagine I could go on for a lot longer.

If you got this far thanks for reading.

It would be good if people could reply with their experiences of "free line rental" meaning cashback contracts with mobiles.co.uk

I have contacted Ofcom, who said as mobiles.co.uk are only a retailer and not a provider then they do not have to have an Ofcom approved complaints procedure. They suggested I contact Consumer Direct, who advised that I need to write 2 letters of complaint (one has already been done) and send a copy of their cashback T&C's hightlighting that we have followed them exactly and ask that they fulfill their part of the contract. If they don't pay up then I can ring back and it will hopefully be looked at by the Trading Standards.

daindian

Mobiles.co.uk are part of the rubbish carphonewarehouse group so nothing suprises me

mobilejunkie

Looked at possibly. Then binned. You have made so many fatal errors it's not worth listing them all. NEVER agree to anything unless you READ the t&c carefully. As for experience - do a search for this dealer on here and you will find enough to keep you busy reading for at least a week.

I'm afraid I have little sympathy in your case. Do you really think you can get something for next to nothing with no conditions? It's bad enough when people have some idea what they're getting into but don't do the research. You had no idea and didn't do any at all.

If you merely read the details at the point of sale it does state "Your monthly line rental will be FREE after redemption". Either you didn't even read that part or thought the company would make you a saint - bit difficult for such a sinner to achieve (though maybe they did it given your username).

All the information and the t&c are on the site for those who care to spend even a little time looking.

You entered into a game without knowing the rules and with an absence of care. Common sense alone should have caused pause for even a little thought. Live and learn and avoid in the future. Claim the rest of the money but you have lost the ones to date. Start by actually finding the t&c (a little late since they may have changed slightly since you signed up) and ensure you make the remaining claims correctly. Kiss the previous ones goodbye no matter what you may think or anyone might say.

You or anyone else writing on a bill is laughable; the whole point is that it is PROOF of your contuining contract. It's hardly that when you have substitued the proper bill for something doctored.

Guys_Dad

MJ's reply is from someone who has no love lost for any CPW company. so you should take on board what he writes. He and I have crossed swords before on this company and if you find him taking their side in an argument, then you have got to believe you are in the wrong.

I agree with his sentiments, particularly the bit about handwriting the details on the bill!

StMichael

Thanks for the quick respone Mobile Junkie and Guys Dad, I really value your advice.

Call me old fashioned but most members of the general public are not as well versed in contractualities as you are.

Surely when Mobiles.co.uk recieved my bill with the hand written info on it, they could have auto generated an email to advise the exact way in which they wanted the information presenting. I could then have had the opertunity of providing the info how they wanted it, in the 30 day period.

Instead they wait until the 30 day period has expired to tell me it is inadequte. Surely this is sharp practice to say the least.

Looking at the website the area that highlights how to claim cashback does not advise that hand written information is not acceptable.

mobilejunkie

It doesn't state that one written by the claimant on a blank sheet of paper is either.

Since you state you have 30 days to claim and that your first TWO claims have been denied you have enjoyed at least 11 months of this contract without doing proper research into cashback deals. It must have been clear when the first network bill plopped through your letter box that you were not going to pay less than the tariff amount but would need to make claims. You are now denied your third claim - that means you've messed it up three times over (at least) a six month period and still don't know what you are doing.

Much as I criticise this company there is no defence for your predicament; if everyone made up their own rules as to what should be accepted anyone could get their money regardless of the t&c - then cashback deals would cease. If you join the game you have to understand and play by the rules you agree to. Your t&c ask for the relevent bill showing certain information; no-one in their right mind would either assume that a "doctored" bill would be accepted or have a need to provide one. As to their time scale for a response; had you sent them the bill as soon as it arrived you would have enjoyed a longer period of being informed it was rejected without going over the time allowed for re-sending it. If you have it wrong three times I strongly suggest you concentrate on the actual t&c and make sure your next claim is correct. By the way, in times past you may well have lost ALL your cashback as soon as claim 1 was rejected. You have still managed to mess up two more, but there is at least one left which IS within your control to get right.

-overkill-

I've had a problem with company in the past too but to be fair to them they sorted out my issue to my satisfaction.

My particular problem was that the advert was misleading but since then, as far as I know, they are now worded a lot clearer ?

10 months down the line I've still got a "half price by redemption" contract with them and credit where credit is due, twice I sent the wrong bill to them and both times they replied and asked me to send the correct one. I was impressed and so far have recieved everything back as advertised.

Well done and thank you Moblies.co.uk.

PS you should email your bills to them.

mobilejunkie

Just don't do that via their website; recently there's a growing list of people who've had claims declined because the website method isn't working as it should.

TREVORCOLMAN

mobilejunkie wrote: »

It doesn't state that one written by the claimant on a blank sheet of paper is either.

Since you state you have 30 days to claim and that your first TWO claims have been denied you have enjoyed at least 11 months of this contract without doing proper research into cashback deals. It must have been clear when the first network bill plopped through your letter box that you were not going to pay less than the tariff amount but would need to make claims. You are now denied your third claim - that means you've messed it up three times over (at least) a six month period and still don't know what you are doing.

Much as I criticise this company there is no defence for your predicament; if everyone made up their own rules as to what should be accepted anyone could get their money regardless of the t&c - then cashback deals would cease. If you join the game you have to understand and play by the rules you agree to. Your t&c ask for the relevent bill showing certain information; no-one in their right mind would either assume that a "doctored" bill would be accepted or have a need to provide one. As to their time scale for a response; had you sent them the bill as soon as it arrived you would have enjoyed a longer period of being informed it was rejected without going over the time allowed for re-sending it. If you have it wrong three times I strongly suggest you concentrate on the actual t&c and make sure your next claim is correct. By the way, in times past you may well have lost ALL your cashback as soon as claim 1 was rejected. You have still managed to mess up two more, but there is at least one left which IS within your control to get right.

if everyone made up their own rules - they would work for CPW!

:rotfl:

TREVORCOLMAN

Negri_Electronics wrote: »

My experience with Negrielectronics has been excellent. I have purchased two phones from them so far, and even though I had a slight issue with shipping charges, it was rectified immediately and completely. I have the utmost confidence and trust in this retailer and would highly recommend them to anyone looking for the latest in electronics / gadgets. Great sales...!

I can recommed my house for coffee I make a nice cup and will only charge you £5.

ryan_is_a_scam

I had a very bad experience with Negri electronics and Ryan the owner, after doing some research I found some more complaints from normal consumers. Ryan seems to be scamming his suppliers and regular consumers.

please go to this site to see everything


negrielectronicsscam.myfreeforum.org/forum1.php

thank you