Problems with online mobile phone retailer

Brendan_Townsend

My partner ordered a Samsumg Galaxy S2 phone from Mobiles.co.uk, but early problems led to cancellation (well... hopefully - they didn't answer her cancellation request).

But that's only part of the story...

1. Ordered phone and completed their online order form, complete with delivery address in the option provided (was her work address as no-one would be home in the working day to sign for delivery).

2. Phone delivered to her home address (FAIL).

3. Their courier was unable to deliver to her work address, despite having their failed delivery attempt card in her possession (FAIL).

4. She tried to call but lengthy waits during a busy working day (OK, let's assume that many of their operators were off sick or something).

5. She Emailed them first thing the following morning to cancel her order, but no reply throughout the day - despite an auto-responder committing to answering her email the same business day - and they had all day (FAIL).

6. They are a sister company to the Carphone Warehouse, so called the latter in the evening - hoping they could help. However, despite the Carphone warehouse actually dispatching the phone (confirmed by the courier) and setting up the direct debit on her account in the name of the 'Carphone Warehouse', did not want to know and insisted that she had to deal with Mobiles.co.uk directly - which she had clearly been unable to do (FAIL).

Regrettably, the telephone line (to India it would appear) eventually failed and went dead, but nothing more to gain from another call and long wait.

Why is it that some UK internet companies are exemplary and others just don't get it? Why do even the larger companies fail to honour basic customer commitments and expect that internet-savvy customers to quietly go away and wait in hope, and not publicly inform others making their own buying choices amidst aggressive competition.

Heaven knows what level of service to expect should she have needed to contact them at any time during the lengthy contract term, though I'm sure they'd fall over themselves to get in touch around contract renewal time !

All the best,
Brendan

grumbler

Brendan_Townsend wrote: »

1. Ordered phone and completed their online order form, complete with delivery address in the option provided (was her work address as no-one would be home in the working day to sign for delivery).

2. Phone delivered to her home address (FAIL).

The OP was unable to read the information on the website (FAIL)

We only deliver to the credit/debit cardholders address as this information provides the necessary identification verification required to process the order.

Brendan_Townsend wrote: »

3. Their courier was unable to deliver to her work address, despite having their failed delivery attempt card in her possession (FAIL).

Your order will be sent by either DHL or Royal Mail (you can choose this when you add a phone to the basket)

Do you know more reputable couriers? DHL never deliver to work addresses. If you chose RM you can collect the parcel from your local PO.

Brendan_Townsend wrote: »

4. She tried to call but lengthy waits during a busy working day (OK, let's assume that many of their operators were off sick or something).

5. She Emailed them first thing the following morning to cancel her order, but no reply throughout the day - despite an auto-responder committing to answering her email the same business day - and they had all day (FAIL).

If the item was not delivered there is no anything to cancel.

Brendan_Townsend wrote: »

Why is it that some UK internet companies are exemplary and others just don't get it? Why do even the larger companies fail to honour basic customer commitments and expect that internet-savvy customers to quietly go away and wait in hope, and not publicly inform others making their own buying choices amidst aggressive competition.

You cannot expect to buy the cheapest phones and the best deals from a company with the best (and hence expensive) CS.
Apple are famous for their excellent CS. They can afford it.

Brendan_Townsend

The OP was unable to read the information on the website (FAIL)

:question:...

Filling in the order form, the following statement was encountered right there on the form. Of course no security checks followed as the delivery request was ignored...

"We are able to offer delivery to your place of work, however this MUST be a registered business. If you request this we will need to carry out some additional security checks to make sure your order arrives safely. This may cause a slight delay to you receiving your order. You will also be fully responsible for your order at this address no matter who has signed for it when it arrives, so it is really important you make sure this address is secure".
<FAIL>

Do you know more reputable couriers? DHL never deliver to work addresses. If you chose RM you can collect the parcel from your local PO.

No need if you're expecting delivery to your work address - as provided in the fields on the order form. Why choose RM just in-case the suppliers choose to ignore the requested delivery address?

If the item was not delivered there is no anything to cancel.

Well, there's an order in process and the direct debiting authority set up on her account. The latter cancelled through online banking services.

You cannot expect to buy the cheapest phones and the best deals from a company with the best (and hence expensive) CS.

Expensive doesn't automatically equate to better customer service, and customers have a right to expect companies to honour their commitments and not have to second-guess from pricing alone. I've had plenty of dealings and truly excellent customer service from online retailers that are the cheapest around, and appalling customer service from much larger merchants. After-all, how much would it cost to keep their promise and reply to an Email in a day, or change the evidently mistaken statement on their website? However, the progressive adoption of Indian call centres is sadly to be expected these days.

mobilejunkie

Brendan_Townsend wrote: »

the progressive adoption of Indian call centres is sadly to be expected these days.

Agreed; but they don't use them so I don't see the relevance here.

Techhead_2

To me, that part of the order form reads as a request not an instruction. I read it as:

You can request a delivery to your place of work and this will be granted if the additional checks are passed.

So, the matter hinges on where the despatch email said the handset would be delivered.

josh2012

I just signed up to the forums in order to see if anyone could help me on a couple of points.

I tried to order a new phone, i filled in all the correct details, got all the little green ticks, and yes, every single box was filled in correctly, but when i clicked on 'continue' on the bottom right hand corner of the screen, NOTHING HAPPENED!!! I have tried this on 2 different computers, about 7 times on different days since last week, NOTHING!!!

1) how does 1 contact mobiles.co.uk by phone, till now there was 019 numbers and 0870 numbers 1 could use, now it seems to me they have merged all their numbers into one 0844 number, which is very expensive to call (and they always keep you waiting for ages!)

2) i have sent them about 5 emails to different mobiles.co.uk email addresses, but have received no reply at all, i have also filled in the contact form on their website, with no results.

3) Now i have looked back at their website, and i can't find the form to send in a query, nor can i find an email address for them.

4) I decided to try to call, i waited on the phone, when i finally got put through on their expensive 0844 number the lady said she'd call me back, this was last week!!! i'm still waiting for the return call....

5) this is all to order a new contract for goodness sake! what are they playing at??????????

Thank you in advance for any advice.

Gordon_Hose

Vote with your feet.

mobilejunkie

...because your brain should be telling you something!

Brendan_Townsend

josh2012 wrote: »

I just signed up to the forums in order to see if anyone could help me on a couple of points.

...

1) how does 1 contact mobiles.co.uk by phone, till now there was 019 numbers and 0870 numbers 1 could use, now it seems to me they have merged all their numbers into one 0844 number, which is very expensive to call (and they always keep you waiting for ages!)

2) i have sent them about 5 emails to different mobiles.co.uk email addresses, but have received no reply at all, i have also filled in the contact form on their website, with no results.

3) Now i have looked back at their website, and i can't find the form to send in a query, nor can i find an email address for them.

4) I decided to try to call, i waited on the phone, when i finally got put through on their expensive 0844 number the lady said she'd call me back, this was last week!!! i'm still waiting for the return call....

5) this is all to order a new contract for goodness sake! what are they playing at??????????

Hello Josh.

Lessons learned (my partner and I included).

She eventually bought her phone and contract from the high-street direct, and signed up with working phone in-hand in less time than the first unsuccessful phone call. After-all, problems trying to purchase a new contract don't bode well should you subsequently need support - particularly in the contract period, need a replacement phone, or a claim on insurance. Although Mobiles.co.uk are associated with the Carphone Warehouse, the latter will not get involved as we found out.

My personal advice... Call in at the High Street and deal locally for contracted services

Best wishes,
FJ