Mobiles.co.uk want a return - their fault

MissKeith

I used to work for Carphone and I think I can shed a bit of light on this for you as I believe mobiles.co.uk used the same systems as us.

Occasionally, I.T. errors would arise when sending a connection through to a network. So you would compete a transaction as normal, send the customer away with the goods and the information that they will get connected within 48 hours. Now, sometimes the customer would come back and tell us that they are not connected. We'd check the system and there would be an error on the system. Sometimes the network would receive the details but not connect it, sometimes they wouldn't be received at all (which seems to be why Vodafone have no record of you).

Now, in my experience, the only way to resolve this is to return the goods and resell it. Although the connection hasn't left the systems yet, there's no telling whether it will eventually clear, leaving you with multiple contracts if you take the above advise and ignore the issue. In my store, we used to be able to make goods as new and then resell the same PSP to you which wouldn't leave you out of pocket. We had no dealings with mobiles.co.uk and this is coming from a different companys stand point so I don't know whether that solution would be feasible to them but it's worth making enquiries.

Hope that helps.

Guys_Dad

MissKeith wrote: »

I used to work for Carphone and I think I can shed a bit of light on this for you as I believe mobiles.co.uk used the same systems as us.

Occasionally, I.T. errors would arise when sending a connection through to a network. So you would compete a transaction as normal, send the customer away with the goods and the information that they will get connected within 48 hours. Now, sometimes the customer would come back and tell us that they are not connected. We'd check the system and there would be an error on the system. Sometimes the network would receive the details but not connect it, sometimes they wouldn't be received at all (which seems to be why Vodafone have no record of you).

Now, in my experience, the only way to resolve this is to return the goods and resell it. Although the connection hasn't left the systems yet, there's no telling whether it will eventually clear, leaving you with multiple contracts if you take the above advise and ignore the issue. In my store, we used to be able to make goods as new and then resell the same PSP to you which wouldn't leave you out of pocket. We had no dealings with mobiles.co.uk and this is coming from a different companys stand point so I don't know whether that solution would be feasible to them but it's worth making enquiries.

Hope that helps.

Good info. What would have happened at CPW if OP does nothing and hangs on to handset and PSP? You will appreciate that sorting it out in person and in store is more likely to guarantee the original PSP would be returned.

mobilejunkie

I do have multiple contracts; but despite holding a few such winning tickets none of them ever came back to roost - and I waited a while before maximising the advantage!

The caveat in my case is that I couldn't lose if they had roosted - they were all cashback deals in any case so the only difference in outcome would have been a different profit over a longer time frame on each contract.

WelshPaul

What's happened here is they have sent you the goods before the credit check was processed most likely, Realised their mistake they have tried to re-process the order after delivery of the goods but Vodafone have turned down your application. (Failed their credit check)

Happened to a few people, if you keep the goods you may find mobiles.co.uk charge you the full retail price for the goods and when you refuse to pay pass the debt on to a debt collector.

I'm not sure where you stand legally on this so i suggest you seek legal advice.

Silk

Whatever the reason is does not realy matter.

The situation is that Mobiles.co.uk have supplied goods which due to their own mistake the OP has added value to, in this case £20.

If Mobiles.co.uk require the goods back it will have to be collected at their expence and the OP's conveiniance.

The OP is fully entitled to demand payment for the enhancement before he releases the goods.

Any communications with them is best done by email or writing so that the OP has some sort of paper trail rather than speaking to numpties over the phone who have a habit of giving conflicting imformation etc.