CLOSED: Quidco Question and Answers - please see new thread

shaftingham

Don't be over optimistic about TC my friend - frustrated with Quidco's interminable delays, I tried them several months ago - still the same 'rogue' retailers and account stagnation as Quidco; the pence will be paid promptly but the pounds never seem to come, despite being past TC's own predicted date of payment for that particular retailer.

The only advantage of TC is the fact there is feedback on each retailer, so you can avoid purchasing their products by reading how bad previous buyers have fared.


The problem overall with Quidco is that it seems rogue retailers are never removed, sucking more unfortunates in, and Quidco seem unable to push recalcitrant retailers into paying up, with the same plethora of excuses;

"The carrier pigeon we sent to T-Mobile via the Tibetan plateau with the payment reminder taped to its leg has been shot down somewhere over the Gulf of Arabia, and it will take 4 months to train up the next pigeon. Meanwhile we appreciate your patience and assure you we are pushing this retailer for your payment as hard as we can. If you haven't heard back from us by the World Cup in Moscow 2018, please don't hesitate to contact us via the site, by which time we will have created a slightly different scripted reply."

:mad::mad::mad::mad:

techspec

shaftingham wrote: »

The only advantage of TC is the fact there is feedback on each retailer, so you can avoid purchasing their products by reading how bad previous buyers have fared.

Plus the fact they fight your corner, don't refuse to pay if your wife/family use your account, allow you to nudge them, give you a human response that makes you feel their on your side and in some cases- pay you from their own funds. When a cashback affiliate recently went bust - TC promised THEY would cover all claims. Now thats why you call service. The others were deafening in their silence. Must admit though - even TC is not what it used to be. But thats a sign of the times - as companies get bigger - their customer service shrinks.


The problem overall with Quidco is that it seems rogue retailers are never removed, sucking more unfortunates in, and Quidco seem unable to push recalcitrant retailers into paying up, with the same plethora of excuses;

so very, very true. Bad payers should be warned and then removed. Worst ones are gambling/bingo sites. They ake your money - don't pay up, and if you win with your free introductory credit - they won't let you withdraw your money. Very.co.uk are VERY good at ignoring none tracked item claims too - but seem to get away with it.

:mad::mad::mad::mad:

Alas, i wish we could go back to the beginning - when you bought - it tracked - and you were paid. None of all this tracking at different amounts then changing, paying in installments, putting claims 'on ice' etc etc. Not to mention that cashback seems to have been priced into many insurance quotes these days. I've just searched 20 companies, and for the first time ever - i am better off staying where i am - even after cashback. Even the company i am staying with - gave a much higher quote for a new policy than what i have been given direct. Cashback is still better than nothing - but sometimes - its just not worth the hassle, as companies have wised up and started playing the game.

Sighs.

shaftingham

Ok, I will post a diary each Friday from now on, concerning claims and progress. My confirmed (but unpaid as of yet) transactions are irrelevant as within the timescale thus far, but the following are an example of stagnation:

18 Mar 11Claim: for £6.32 cashback from Nokia Claim raised

6 Mar 11Claim: for £50.00 cashback from 888.com Poker Claim raised

6 Mar 11Claim: for £35.00 cashback from BidRivals UK Claim raised

All the above claims I am told by Jules are accepted and not declined (supposedly good news) but as you can see have been stagnant and unpaid for over 5 months.

So, this is their status at close of business today 26/08/2011, same as for last 5 1/2 months.

I will update this weekly to show the 'progress' or payment of these confirmed claims. Get ready for a longgggggggggg thread.....:rotfl::rotfl:

tsg20

I'm looking at home contents insurance, and wanted to get a quote from M&S. Quidco has an offer of £45 cashback from them, but when I click through to it I get a page saying "The relationship with this advertiser is no longer available."

Is this right?

Edit - fixed this myself - I'm not in the UK at the moment, VPN-ing to a UK IP address sorted it.

quidco_Company_Representative

Good morning,

@doctor40. I really am sorry to hear of the problems you’ve been having. As regards cashback claims, the affiliate networks used by the retailers to process their cashback tell us what information they need in order to process cashback claims for us but I can understand your frustration if we’re asking for something you say you haven’t got.

When cashback is delayed the Quidcare Team can really on tell you what they are told by the payments team, who in turn are chasing up outstanding cashback from retailers and their networks. At the moment there are no guarantees in place in the cashback industry around cashback processing and payment times but we constantly chase your cashback for you to hurry things along.

We do take issues such as yours very seriously so could I ask you to raise a formal complaint please, so that I can personally look into all of your issues. If you just paste your post into the text box that will be fine.

Here is a link to raise complaint:

http://www.quidco.com/complaints

@techspec. I appreciate the detailed information in your post, and please be assured that posts such as these are looked at and passed on to the relevant people within Quidco. We know that some things need to be improved. As Quidco has grown, so has the whole cashback and affiliate industry, and there are over 30 affiliate networks now, all with their own processes, systems and ways of tracking. We don’t like things to track at the wrong amount initially as we know it’s very poor as far as our customers are concerned. Again, it’s how some networks track cashback but we’re working with them on that in order to improve it. Our processes are not yet how we ultimately want them to be and we’re not complacent.

On the “claims on ice” issue, all retailers have a waiting period for claims and we can’t send them off until the end of that period. We used to ask customers to wait until the end of the retailer’s waiting period (sometimes several months) before raising their claim but we decided that it was better for you to be able to raise the claim whilst fresh in your mind and we would hold on to it for you. This way there is less risk of a customer forgetting to raise a claim once the waiting period is up.

As regards “nudging” we respond to all of the tickets raised by our customers. We are already chasing cashback if it is outside the normal expected processing time but the Quidcare Team will always check to see there is an update anyway before replying. That way, although the responses are sometimes viewed as “stock” answers, you know that they’ve checked up for you. It may not always be the response you were hoping for but we will always be honest in managing your expectations. We find it frustrating, too, when cashback is delayed or declined. We’re here to help you to save money but we can’t pay you until we receive the payment ourselves.

Finally, tracking: We monitor very closely the tracking carried out by the various networks and the ratio of tracked purchases versus untracked cashback claims has constantly been around 97:3 for a few years now. Again, we still look to improve this by identifying networks with a lower tracking rate than others and working with them to improve things.

As I say, your comments are appreciated and taken very seriously, as the last thing we want is for our customers to feel that we are not looking after them or bothered about how they view Quidco and our service and processes.

@Shaftingham – as your claims are approved we will be waiting for the cashback to come through. The payments guys will be on the case for you at the moment.

Kind regards,

Jules

shaftingham

Thanks JUles but surely you can appreciate that 5-5 1/2 months thus far means that soon I and others will be counting our cashback not in weeks/months but in years!

As retailers benefit from links and business from Quidco, I often get the feeling, along with other respondents here, that Quidco isn't, for want of a better term, 'kicking a$$' on behalf of us the purchasers.

I posted the synopsis of my unduly delayed payments so I can share the joy with others of seeing the same situation week in week out.

shaftingham

Nope, have done about 10 transactions, the tiny ones like insurance quotes have been reliable on TCB and paid within a few months, 888poker 50.50 and another for 20.20 have been confirmed and are in stagnation a month after the quoted payment expected date....now WHERE have we seen that scenario before:mad::mad:

3 more of the 10 transcations totalling £43.62 never tracked properly or are showing at 0.00 and I have claims in for, for which all the required info. was supplied 2-3 months ago by myself.

And yes, despite nudging nothing has happened and the account is in stagnation same as Quidco.


EDIT:
Funnily enough the 20.20 was paid the next day after this post plus a 10.00 claim was too by TCB............so £33.62 is my claims total now

quidco_Company_Representative

Good morning,

@shaftingham - I agree with you as I don't think long delays are acceptable. This is something we are working on to improve but, being constrained by the processes and systems of the other parties involved, these improvements may take some time yet. We'd love to be able to guarantee processing and payment times and to exceed your expectations. We all use Quidco too, so we know what it's like to have to wait for so long for some payments, and we do share your frustration at times.

Please be assured that we do get tough when necessary and we intend to improve and perfect the experience for our customers wherever it's within our power to do so. We're not complacent, and comments from genuine and concerned Quidco customers on here are welcomed and your suggestions acted upon where possible. They are also all passed to the Quidco Executive.

Kind regards,

Jules

village_saver

Where has High Street web gone ? It was working monday but doesn't seem to be today.

quidco_Company_Representative

Good morning,

@village saver. I'm sorry - High Street Web are not on our site at the moment. We're not sure when they will be back at this time.

Kind regards,

Jules