mobiles.co.uk cashback

TehJumpingJawa

I'm sure this has been asked dozens of times before, but I could really use some clarification on this:

"The month you purchased your handset will be month 'Zero'. Month 'One' is your first full billed month. So for example, if you ordered your handset in January and need to claim in month 6, we will need your bill dated July.

I'm going to break down the highlighted statement.

1) "The month you purchased your handset will be month 'Zero'."

I bought my handset on 2011-10-03, so according to this statement October 2011 is my month 'Zero'.

2) "Month 'One' is your first full billed month."

My first bill from Orange is dated 2011-10-05. This bill covers two periods, a part period 03 Oct - 04 Oct, and a full period 05 Oct - 04 Nov.
By my understanding this makes October 2011 my first full billed month, and so is by definition month 'One'.

So it appears by their broken logic October 2011 is both my month 'Zero' AND my month 'One'? 0_o
So when do I put my 6 month claim in?! :-S

mobilejunkie

Yep. Exactly the point I've been making since they "clarified" the wording of the (orginally TOTALLY clear) t&c. If you ordered now they'd also send completely contractory t&c immediately afterwards, just to make things even more fun. Legally, they HAVE to pay on your March bill. You would (no doubt) at least have to get to the point of suing BUT would almost certainly win in court (thouhg I expect they would pay up just before you had to sue). Their specific example is a nonsense since (as in your case) it can completely contradict their own definitions. I generally place orders after the point of any possible statement in that month (which is possible if you know precisely what you are doing).

Now you in particular get to play the game - but don't worry, you will be the first of many. I would 1) claim in March and insist they pay, whilst 2) having the back-up plan of sending the April bill if I choose. The additional problem now is that (again, just to make this "simpler" - sorry, I meant more "fun") they don't always send any form of confirmation of acceptance of a claim. I have encountered one instance where they appear to have claimed non-receipt despite the acknowledgement email received at the time (so it goes without saying that you should save that). There was another complication in that instance - naturally, though, I ensured they caughed up. A few of the other people I look after have found it less than smooth when claiming in the last three months or so.

Isn't it great that this dealer (and also its sister cpw companies, it seems) wish to return to the good old days of silence, rejected claims, contradictory t&c (which no doubt they will make even more interesting by attempting to change part way through contracts at some point), denying receipt of provable received claims, ignoring the real t&c etc.

OneADay

TehJumpingJawa wrote: »

I'm sure this has been asked dozens of times before, but I could really use some clarification on this:

I'm going to break down the highlighted statement.

1) "The month you purchased your handset will be month 'Zero'."

I bought my handset on 2011-10-03, so according to this statement October 2011 is my month 'Zero'.

2) "Month 'One' is your first full billed month."

My first bill from Orange is dated 2011-10-05. This bill covers two periods, a part period 03 Oct - 04 Oct, and a full period 05 Oct - 04 Nov.
By my understanding this makes October 2011 my first full billed month, and so is by definition month 'One'.

So it appears by their broken logic October 2011 is both my month 'Zero' AND my month 'One'? 0_o
So when do I put my 6 month claim in?! :-S

April 2012 would be your first claim bill if your order date on the paper that comes with the phone is October.

Guys_Dad

OneADay wrote: »

April 2012 would be your first claim bill if your order date on the paper that comes with the phone is October.

On the face of it, I agree. But MJ's advice to claim in October does no harm as long as you follow up in April if no acknowledgement or payout on the March bill.

Once first payment month has been settled and agreed, you have a marker for the rest of the bills.

OneADay

Guys_Dad wrote: »

On the face of it, I agree. But MJ's advice to claim in October does no harm as long as you follow up in April if no acknowledgement or payout on the March bill.

Once first payment month has been settled and agreed, you have a marker for the rest of the bills.

I can't see the point of trying to muddle things by cliaming when you know you have the wrong bill for the claim.

bloss0m_x

I'm now slightly worried after reading through this thread.

I'm new to this whole cashback redemption thing and recently put in my first cashback claim but I've still not received anything.

8th Nov 2011 - Submitted cashback claim and received "Bill Received" confirmation.
11th Nov 2011 - Received SMS stating cashback claim has been successful, cheque within 28 days.

After waiting 35 days as advised on site for the cheque, I called up to be told by an automated machine that there's been delays with the cheques and to wait a further 14 days.

I assumed this might be to do with the Christmas period so I waited but still nothing after 14 days. I called up today only to be told the same message by the automated machine... This was when it pushed me to google about Mobiles.co.uk cashback problems and lead me to this thread...

Can anyone advise me on what I should do? Any advice would be greatly appreciated! Thanks in advance.

OneADay

bloss0m_x wrote: »

I'm new to this whole cashback redemption thing and recently put in my first cashback claim but I've still not received anything.

8th Nov 2011 - Submitted cashback claim and received "Bill Received" confirmation.
11th Nov 2011 - Received SMS stating cashback claim has been successful, cheque within 28 days.

Best to try email (might get back to you in 5 working days) or phone up early in morning and try to get through to someone. Even with the christmas period, if cashback was approved on 11th Nov, you would have hoped to gotten it in December.

mobilejunkie

bloss0m_x wrote: »

I'm now slightly worried after reading through this thread.

I'm new to this whole cashback redemption thing and recently put in my first cashback claim but I've still not received anything.

8th Nov 2011 - Submitted cashback claim and received "Bill Received" confirmation.
11th Nov 2011 - Received SMS stating cashback claim has been successful, cheque within 28 days.

After waiting 35 days as advised on site for the cheque, I called up to be told by an automated machine that there's been delays with the cheques and to wait a further 14 days.

I assumed this might be to do with the Christmas period so I waited but still nothing after 14 days. I called up today only to be told the same message by the automated machine... This was when it pushed me to google about Mobiles.co.uk cashback problems and lead me to this thread...

Can anyone advise me on what I should do? Any advice would be greatly appreciated! Thanks in advance.

Don't waste time calling. Draft a Letter Before Legal Proceedings and post it giving them 7 days to pay - email them a copy and if they don't pay up, sue. They are reverting to type and ultimately they will waste as much of your time as you allow them to.

bloss0m_x

Thank you for the advice!

I've just sent them an email via their website and received an automated email:

"This is just to let you know we've received your email and one of our dedicated customer services team will respond within the next 48 working hours."

Let's see if they will..... I'll keep this updated incase there's anyone else in the same situation as me.

DonnyGull

Hi, You can still submit claims by saving a downloaded copy of your bill onto your computer (jpg etc..) then by attaching a copy by using the online web claim page - which you can locate by Clicking 'Customer Service' on left of web page followed by 'Contact Us' - you will find the 'online web claim' link there. I have had three successful claims paid this way and I have just submitted my fourth claim of five. I have received an e-mail to say it had been received, plus a text to say claim had been successful - now have to wait up to 28 days for a cheque to arrive.

This has been taken from the mobiles.co.uk site

We're really sorry but we have been experiencing a delay within our banking team. If you've been informed your Cashback claim has been accepted anytime between 20th October 2011 and 26th November 2011 and you're still waiting for your cheque, please allow an additional 14 days from today, for the cheque to be received. There is no need to call or email us.
We hope you can accept our sincere apologies for the delays caused. We've already put measures in place to ensure this delay doesn't happen again and thank you for your continued patience with this.

DonnyGull