Mobiles.co.uk want a return - their fault

willista

Hi guys,
I'd be really grateful for some advice on this. I ordered a Blackberry phone on monthly contract with Vodafone through mobiles.co.uk. It came with a free PSP Go. The order was delivered in a couple of days.
When I received it and set it up the Sim card had not been 'provisioned'. I called Vodafone who said they would be able to connect it in minutes but then they realised they had no record of me, the phone, nor the phone number that mobiles.co.uk had allocated me. They told me to ring mobiles.co.uk back.
I called mobiles.co.uk back and they said they would pass my order onto Vodafone and call me back. In the meantime, my husband has paid for and downloaded games worth about £20 directly onto the PSP Go.
Call back from Mobiles.co.uk today who said something has gone wrong with the order and they need the phone and PSP back. I think they did not pass the order onto vodafone, though they won't admit it. They said they cannot get Vodafone to connect it now so they need the phone returned and I could place another order. I asked about compensation for the games I downloaded onto the PSPGo and was told that no, there would be no compensation.
What are my rights here?
It is clearly their fault. I have no intention of ordering with them again now but what about the £20 I spent on games (also, if I'm being picky the electricity from having the phone on charge overnight and the inconvenience of being without the phone).

PS I have a good credit rating.

ehlo

I've never used a PSP Go but surely you must be able to transfer games to a different PSP Go? Otherwise you'd have to buy all the games again if you broke it.

willista

I don't have another PSP. There's no memory stick in it so the games are saved to it's system disk.

unsure

Could you not hold on to the PSP and return the phone only and get a new phone only from them? Shouldn't be beyond the realms of human ingenuity!

OneADay

willista wrote: »

I don't have another PSP. There's no memory stick in it so the games are saved to it's system disk.

With PSP go - there is no way unless you can do something to the firmware - not recommended.
I would be a bit unhappy to have to pay for the games twice. They should either pay for the games to be downloaded again or let you keep the PSP Go whilst getting a new mobile.

Try emailing the 'facebook' account suggested in this post

http://forums.moneysavingexpert.com/showpost.php?p=42977366&postcount=4

and see if you get anywhere.

moty1984

same sort of thing happened with my cousin, he lost his phone got a new sim before he went on holiday, sim didnt activate rang them up said there was no record of the contract so said thats fine by me. never heard a thing of them since.

i aint advising you to do it but theres no record at voda so they wont chase you. have you got a contract come throught the post? surley if they want to cancel the contract then its there loss not yours? if it was the other was round theyd want to pay the rest of the contract if you wanted to cancel it.

personally i wouldnt give them anything, its there problem, you took out the contract your happy with the products and service? even tho your getting no signal but then again not paying anything.

what would have happened if you had sold the phone and psp and you didnt want them only wanted the contract?


dig your heels in, say youll renew another contract but are not giving up the products as its them who want to end the contract.

OneADay

moty1984 wrote: »

same sort of thing happened with my cousin, he lost his phone got a new sim before he went on holiday, sim didnt activate rang them up said there was no record of the contract so said thats fine by me. never heard a thing of them since.

i aint advising you to do it but theres no record at voda so they wont chase you. have you got a contract come throught the post? surley if they want to cancel the contract then its there loss not yours? if it was the other was round theyd want to pay the rest of the contract if you wanted to cancel it.

personally i wouldnt give them anything, its there problem, you took out the contract your happy with the products and service? even tho your getting no signal but then again not paying anything.

what would have happened if you had sold the phone and psp and you didnt want them only wanted the contract?


dig your heels in, say youll renew another contract but are not giving up the products as its them who want to end the contract.

The debit collectors will come a knocking....

moty1984

OneADay wrote: »

The debit collectors will come a knocking....

knocking for what? vodafone dont know about the contract, it was up to mobile.co.uk to sort it how can they send dept collectors for no debt?

the op hasnt done anything wrong, all the blame is on mobiles.co.uk

either they sort it or cancel the contract, thats what id be saying to them.

OneADay

moty1984 wrote: »

knocking for what? vodafone dont know about the contract, it was up to mobile.co.uk to sort it how can they send dept collectors for no debt?

the op hasnt done anything wrong, all the blame is on mobiles.co.uk

either they sort it or cancel the contract, thats what id be saying to them.

I was responding to your question

moty1984 wrote: »

what would have happened if you had sold the phone and psp and you didnt want them only wanted the contract?

dig your heels in, say youll renew another contract but are not giving up the products as its them who want to end the contract.

The network may not have activated the contract through some issue between them and retialer. So the retailer wants their goods back which they are entitled to do.

Guys_Dad

Mobiles.co.uk - do they by any chance have a note of your Debit or Credit card number? If you don't return the phone and PSP, they might just hit you for the retail cost of them and argue about it later.

You need to insist on them honouring the contract as agreed and that you need them to get you signed up with Voda.

Try sending a PM to the Vodafone rep Heidi or Lee to see what they advise - search the forum for their handle.

mobilejunkie

The mistake was to call anyone in the first place. This has happened to me at least twice - a nice little bonus. However, once you've brought it to their attention you can't win and can only lose.