Appalling service from mobiles.co.uk (Carphone Warehouse) & Orange

MrMoneyMaker

I wanted to share this story and to ask for some feedback on my current situation.

I ordered an IPhone 32GS from mobiles.co.uk (on a contract) in May and waited. I was twice told that the phone had been despatched. It hadn't, but payment had been taken.

Due to the delays, I decided to swap to the IPhone4 and wait some more. A couple of weeks ago, I got a call from their office to say they finally had stock of these and to confirm if I still wanted it. I confirmed I did and it duly arrived the following day. I asked for a refund for the original order as that hadn't been sorted.

I unpacked it and followed the instructions - insert the SIM card, activate the IPhone in ITunes and wait for text messages to tell me how to get it connected to the Orange network.

No messages arrived, so I tried ringing mobiles.co.uk. I tried to contact every single one of their numbers without success, so eventually decided to ring Orange and see if they could connect me. Initially, I was told they couldn't. I had to contact mobiles.co.uk. Back to square one. I tried again. No joy. Impossible to get through (and I'm on a pay as you go mobile!). Sent emails to their CS and via their website enquiry forms. No response.

I tried ringing Orange again. Was told they'd escalate it to a supervisor and get it sorted. Few more days. Nothing.

Tried ringing Carphone Warehouse (mobiles.co.uk is part of the CW group). Was put on hold whilst the operator spoke to Orange. Had just reloaded my old mobile with £5. It got used up and I got disconnected. Reloaded another £5 and rang back, only to be told by another operator that they couldn't help me; I had to ring mobiles.co.uk.

Tried Orange. Same response. Would escalate it to a supervisor. Result: nothing.

Finally, in desperation, I walked into a Carphone Warehouse store and asked them to ring mobiles.co.uk for me. The chap behind the counter did so and we waited approximately 20-25 minutes to get through. The chap from mobiles.co.uk then said they had sent the details over to Orange on the 28th July and they would have to resend the connection details. I was told to wait another 2-24 hours (about the 4th or 5th time that this was all I would have to wait).

Finally, almost 2 weeks later, I get an email response from mobiles.co.uk customer services dept asking me to return the phone!!! They said there had been a 'system error' and in these circumstances, as the numbers I had (I'd been sent 2 SIM cards) were inactive, they had to insist on having the phone returned. :mad:

Has anyone else experienced this BS? Does anyone know if there is any truth in this? That they can't simply activate the numbers? I'm now stuck with a £319 mobile I can't use (for calls) and have already set it up, copied files across, taken videos, etc. I don't know if Orange have started taking the £30 a month yet, but I damn well hope not. I've also spent around £15 in listening to hold music and have wasted hours trying to get something so simple sorted.

I don't want to have to return it. What's my best option? Any ideas?

I'll post a copy of the email I received in a bit. Sorry for the length of this post.

MrMoneyMaker

Here's the email I got from mobiles.co.uk CS dept.....



Thank you for you enquiry.

I would like to initially apologise for the delay in our response. I have spoken with Orange who have confirmed that both of the numbers provided are inactive. There has been a system error whereby the required information has not been passed over to the network provider.

In this instance, we shall need to return the handset and then replace the order should you wish to. Our returns team will contact you shortly in regards to this matter to advise of the procedure to follow.

Should you require any further assistance, please do not hesitate to contact us.

Regards,

Jon_01

An inactive number can't be used, the server won't allow it (depending on the reason it's inactive).

mobiles.co.uk could be in error, they may have requested the number and then in error cancelled it.

Orange could be in error, in that they may have issued an inactive number (although issuing 2 is a bit of a stretch).

I can't see why they can't just issue you with a new sim (and therefore a new number) that would appear on the face of it to solve the problem ?

Silk

MrMoneyMaker wrote: »

Has anyone else experienced this BS?

Yes theres loads on here thats had BS from them in varying forms as you have probably read.

MrMoneyMaker wrote: »

I don't want to have to return it. What's my best option? Any ideas?

If it was me I would tell them I wish to cancel the contract and ask them to arrange collection
I would then purchase one from a reputable source.

Or if they don't want to lose you and you wish to play russian roulette they might just offer to send another sim.

Mobiles.co.uk_company_representative

I am the on-line representative for Mobiles.co.uk and I am sorry to hear you are experiencing problems with your handset/connection.

If there was a failure to connect your handset to the network you will not be billed.

There are times when we can resolve these issues but to be more specific and in the hopes I can assist you please email your order details to:

jkane@mobiles.co.uk

Guys_Dad

Good to see a rep from mobiles.co.uk back on line.

You may have noticed that there are a significant number of threads on this forum that all seem to be about either your on-line cashback claim system not working or cashbacks not being paid.

Obviously this is not good for your business and it would be most helpful if you could let MSE members know if there is some problem and, if not, perhaps address some of the specific points being raised?

Thank you.

Silk

Mobiles.co.uk_company_representative wrote: »

I am the on-line representative for Mobiles.co.uk and I am sorry to hear you are experiencing problems with your handset/connection.

If there was a failure to connect your handset to the network you will not be billed.

There are times when we can resolve these issues but to be more specific and in the hopes I can assist you please email your order details to:

[EMAIL="jkane@mobiles.co.uk"]jkane@mobiles.co.uk[/EMAIL]

Well Well Well

So what's happened to Ben ?

MrMoneyMaker

Mobiles.co.uk_company_representative wrote: »

I am the on-line representative for Mobiles.co.uk and I am sorry to hear you are experiencing problems with your handset/connection.

If there was a failure to connect your handset to the network you will not be billed.

There are times when we can resolve these issues but to be more specific and in the hopes I can assist you please email your order details to:

[EMAIL="jkane@mobiles.co.uk"]jkane@mobiles.co.uk[/EMAIL]

Thanks,

I've emailed you the details.

Cheers,

Matt

MrMoneyMaker

Just wanted to update this to let you know that I was happy in the end with the way she helped resolved this issue. She really was professional and efficient in getting the whole thing sorted in the end and I also received a cheque for a month's free (£35 IIRC) as compensation for the hassle.