Mobiles.co.uk Cashback - AVOID!!!!

silent__bob

Just a word of warning for anyone thinking of ordering a phone with mobiles.co.uk...........DON'T!!!!!!
They have to be the worst company i've ever had to deal with.
I ordered 2 phones with cashback on redemption deals.
It all sounded really straight forward, it wasn't.
I scanned in my bills and emailed them. I must have had to do this about 5 times before they eventually accepted them. I had excuses that i hadn't sent certain details, then when i sent another page of my bill, that they'd lost the first one. I even had them tell me that not all the details they needed were provided, when they were all clearly there!!!!!
Eventually, they said that the cashback had been approved (thought they were going to keep stalling until the claim period had expired, to wriggle out of it that way!).
Great, i thought.....foolish me.
i was expecting 2 cheques for £90 (2 * £30 pm contracts with half price cashbacks, with bills sent to cover 1st 6 month period). What i got was a cheque for £54 and one for £27?!?!?!?!?!
Not sure were these amounts have come from.
I've tried ringing and ringing and ringing and contantly on hold.
I've emailed customer services and still not had a response!!!
I can't find an address on there website either.
just don't know what to do next......apart from warn everyone to give these a wide berth.

It is just impossible to get hold of them.

This company is a gang of cowboys - AVIOD AT ALL COSTS!!!!!!

Chunks

If you search the forum 'mobiles.co.uk' you will find a lot of helpful information on here. 'cash back for dummies' is another post that I would recommend.

Some might say, be happy you got paid at all but in fairness, I think your expectation might be incorrect. What is the term of your contacts and how much (in total) do you expect to receive on each?

There is a general enquiries address located on their website:

Mobiles.co.uk
6 Greenhill Crescent
Watford Business Park
Watford
WD18 8RF

WychWeird

Your cashback is worked out by working out how much the total cashback is for:

12 months ½ price at £25 per month = 12 x ½ x 25 = £150

Then dividing that by the number of claim points, in this example, say 5:

£150 / 5 = £50 per claim

It's not claiming back half of what've you paid at each point - I made that mistake!

Anyhow - I've submitted my final claim today for both my contracts.....just waiting to see if they are processed in accordance with their timescales

Chunks

Did you use the web claim form or post WW?

nsabournemouth

Have they not broken their terms by not paying you on time?

Chunks

As a novice in the murky world of cash back I may well be completely wrong however, my understanding is that their T&Cs do not include time scales. Their website sets time frames, which is different (from a legal perspective - although I am not a lawyer).

Judging solely on my limited experience, getting to grips with the subtle shifting sands of this company's (and other similar companies') business model is like trying to grasp an eel that was taking a shower when the power was cut.

Fixed time frames (that you could hold them to) would be better for its hapless customers but bad business for them.

silent__bob

Thanks for the address, i'll write to them.

I also thought maybe they are paying the cashback over the whole term of the contract (rather than the first few months which are half price) but i just cannot get to the the figures on the cheques!?!?!?

i sent them on their webform.

I also noticed, they've removed the 'other' option when emailing customer services, so now you only have certain categories with which to contact them about. None of which are close to this issue.........surprise surprise

WychWeird

Chunks wrote: »

Did you use the web claim form or post WW?

I used the webclaim route - it's been successful each time before although I have had to press them to make sure it was being done.

WychWeird

Just to update - I received a "Claim Approved" email today at 14:09 - around 24 hours after I submitted two seperate caims via the webclaim route (I use screenshots of the O2 accounts which I entitle {month}-{Order ID Number}-{Mobile Number} so there's no mistaking the two.)

Just sent an email for them to confirm whether it's 1 or 2 claims approved!

El_Torres

The best thing to do if you are buying a cashback phone is send it my post and recorded delivery to ensure that they get and somebody at their end has to sign for it. That way they cannot claim they lost it or anything silly. A lot of companies try to claim they lost it or even worse purposely keep their cashback system in the middle ages so some will get lost and not processed. Its a real nightmare if you don't send it recorded delivery.

The company itself is owned by carphone warehouse so they are as legal as the others, but then they do this to get around it.

Chunks

Congratulations WW. Be interesting to see how long it is before a) you get the 'paid' email; and b) the cheque.

cheers,

C