My Palaver with Mobiles.co.uk

Badger_Lady

I appreciate that this is probably to be expected from an internet-only, low-priced mobile company (even one that is subsidiary to Carphone Warehouse), but still, this story may help someone:

August

I searched on price comparison websites and selected a deal that looked attractive on an LG Optimus 3D through mobiles.co.uk. I started filling out the online application form and was surprised how quickly it went through. I was automatically opted in to phone care and gadget insurance policies (free for one month).

That same afternoon, my current network called and offered me a much better upgrade deal - even better than the online offer. So I accepted it.

I telephoned mobiles.co.uk within 24 hours and spoke to customer services. I told them "I need to cancel my order", and she replied, "no problem - it's already been dispatched but just reject the package.

That's exactly what I did. The package was brought to my house but I sent the postman away again, and the Royal Mail tracked it as "returned to sender".

September

On a rare visit home, I received a package by post. I opened it to find a brand new LG Optimus 3D and a template note that read "We were unable to accept your return because it is too late to cancel the contract".

I telephoned the number on the note, and spoke to a man who instantly responded, "Well it's too late you see - you can cancel within 14 days madam but now it's nearly a month and the contract can't be cancelled."

I actually took me 15 minutes to explain to the guy "this is YOUR problem - I cancelled my contract within 24 hours, and if you failed to process that cancellation, I'm not going to raise my hands up in defeat!".

He finally agreed to raise it with his 'escalation team' who would listen to my original phonecall from August and make a decision on what to do next.

Today I recieved an email that said they'd accepted my return and that they would collect the goods this Wednesday. I instantly replied, "I'm sorry but I'm away for work now until 7th October. I will be at home all day on 7th October and you can collect them then."

This time they phoned me!

HIM: "We need to collect it within 48 hours madam, so can you arrange to be there?"
ME: "No, I'm afraid I physically can't - I'm currently working in London, I'll be in the USA by the weekend and I won't be anywhere near home until Friday 7th October."
HIM: "Is there anyone else who can be there for the courier?"
ME: "I have lodgers - I can find out what shifts they're working if your courier can work around that..?"
HIM: "OK. I've sent you the information for a returns label, if you can repackage it and label it up -"
ME: "No, I'm sorry, I can ask my lodgers to listen out for the door but I can't ask them to go into town and print off labels, that's not reasonable."
HIM: "Well the courier will reject the parcel if it hasn't been done."
ME: "In that case, you have to wait until I'm there."
HIM "OK but if you want the contract cancelled then you have to send it back to us now."
ME: "This isn't about ME wanting the contract cancelled - I already did that, remember? Over a month ago. This is a mistake you've made and you will have to sort it out yourselves. I'm quite happy to help out on 7th October."
HIM: "We can't wait until then."
ME: "Well it's your choice - if you need me to be there, then you need to wait until I am there, that's just logic!"
HIM: "Madam I'm going to have to put you through to customer services.

--- hold music---
---disconnected---

Phone rings again.
HIM: "Hello it's mobiles.co.uk again - I think that call was disconnected?"
ME: "It was, yes."
HIM: "OK I'm going to put you through to customer services."

--- hold music ---

Customer services then resolved the problem... it doesn't really matter how, but the point is that they're now coming to collect it on 7th October.

Looking at the story written down, it really doesn't look so bad. But HIS attitude over the telephone was simply awful - I became so angry about the whole thing! I should never have had to deal with any parcels at all - I travel a hell of a lot for work so I know I can't deal with them.

And of course I've been charged for the first month of phone insurance. Which is pretty handy because, for the first time in my 14 years of phone ownership, I've just smashed my camera lense

Mobiles.co.uk_company_representative

Hello,

I would like to start by offering you my sincere apologies in relation to the low level of customer services you feel you have received within your time as a valued customer.

I can assure you that our contact centre agents are trained to high standards, to ensure the highest level of service is provided to our customers at all times. In order to rectify this I would be happy to investigate the call further and listen into this for you so I am able to identify the agent who passed you through to the customer services team, and further more offer you compensation for the frustration and inconveniences caused.

In order for me to do so, please email twitter@mobiles.co.uk With your order number and the date that you contacted us and I will search our call recordings to find this for you, I will then be able to correspond with you directly through email using the email address on your order.

Once again please accept my sincere apologies.

Badger_Lady

Fair enough, they've been in touch and put this all straight

Fingers crossed this won't ever be a problem again.

jc808

Storm in a T-Mobile (T-Cup even)

Badger_Lady

Haha, waited in all day Friday 7th October and nobody showed up!

I have SO had enough of trying to help this company...

Badger_Lady

FINALLY today they collected it from my office. Good bye for ever!