having trouble with mobiles.co.uk

dhracer

I put an order in with mobiles.co.uk earlier in the week for a new phone, I got an email from them saying it was accepted by the network and went to their quality team for further checks, then I had an email saying it was going to the warehouse and finally an email towards the end of the day saying it hadn't been dispatched and if there was an issue they'd contact me seperately.

4 days have now passed; I am unable to get any sort of response from them using their useless website forms and no-one seems to pick up the phone. I have managed to log in to track the order which says pending, cancelled.

I wanted an explanation from them why the order has been cancelled so I can either get them to re-instate it (or having read some bad reviews) walk away and try and find a similar deal elsewhere.

Any tips for getting through to them?

mobilejunkie

Usually it goes to their (sorry, have to laugh!) "quality team" before the network. It gets stuck after that (before the network) when you break their arbitrary rules for the number of new contracts in a given period (usually email you on that one though), have a problem with your card or bank details or its a deal they had but don't actually want to honour. It usually gets cancelled if it's the first or last of those - the middle two they usually hold until you've spoken with them.

Of course, whether you want to jump over these hoops to face the cashback version later is another matter!

only_mee

Ours went straight through, maybe you have been refused a contract?

dhracer

I don't think I've been refused a contract

We can confirm that your order has been accepted by your chosen network and has now been passed to our Quality Team for further checks.

The order was then sent to the warehouse. I'm not getting a cashback contract and there's nothing to pay, no new contracts in the last 12+ months and I have a good credit rating. Sometimes my card can be funny for no apparent reason but there were no charges to be made, thoroughly frustrated and confused at the moment. It'd be alright if I could actually speak to someone or have an email replied to, but apparently that's too hard these days :mad:

mobilejunkie

It's actually been hard with this dealer for a LOT longer than "these days. Perhaps you didn't do your research on here beforehand?

OneADay

dhracer wrote: »

I don't think I've been refused a contract



The order was then sent to the warehouse. I'm not getting a cashback contract and there's nothing to pay, no new contracts in the last 12+ months and I have a good credit rating. Sometimes my card can be funny for no apparent reason but there were no charges to be made, thoroughly frustrated and confused at the moment. It'd be alright if I could actually speak to someone or have an email replied to, but apparently that's too hard these days :mad:

Try the email address mentioned in this thread

http://forums.moneysavingexpert.com/showpost.php?p=36134581&postcount=30

You might get somewhere. I would imagine delays of this sort might be down to credit checking by the network.

mobilejunkie

It isn't a delay - and most unlikely to have anything to do with the network. It's a cancellation - by the dealer. Not uncommon with THIS dealer!

dhracer

mobilejunkie - no I didn't do enough research, like most I assumed being a cpw company they would be reasonable to deal with after reading various other threads I've come to the conclusion I don't want the order to be re-instated anyway

What worries me is that I've had no correspondence to say they've cancelled my order, it just the order page if you go into tracking.

Is this enough for me to safely sack it off and go with someone else?

Silk

dhracer wrote: »

Is this enough for me to safely sack it off and go with someone else?

Hi dhracer,
It's not a problem to cancel the order anyway, just send an email and tell them you now wish to cancel due to lack of communication and poor reputation etc.
To be honest they have done you a huge favour

dhracer

I've sent another request to ensure it's cancelled - they don't have any email addresses available so other than the ticket # I have no record. That'll have to do.

Now off to find the HTC Desire on a decent contract

mobilejunkie

Try [EMAIL="sales@mobiles.co.uk"]sales@mobiles.co.uk[/EMAIL]

Meanwhile, log on and print off the order with their "cancelled" on it. That way you have all the evidence you need to show that it was never delivered.