The Mobile Outlet

GunJack

That'll be a "NO", then...:D

Would be ashame to lose the history on this. Those of us with a vested interest, i.e. have cb ctts with them, and have found this to be a very useful forum (especially due to the involvement of TMO directly) will be pleased it it still available

thesaint

MickKnipfler wrote: »

I have emailed them again....still no response.


I could only send in 5 bills not 6 as the 6th hadn't arrived.

Did you contact your network provider to ask them where the 6th bill was?

nilocmac

I also got my dispatch note returned to me this morning.

grayme-m

nilocmac wrote: »

I also got my dispatch note returned to me this morning.

Just to show the usual inconsistency (unless you also sent in an SAE for you invoices back like Brenda?), we never got our dispatch note back...

nilocmac

nope didn't send SAE

ticobassie

A year ago I ordered a contract on a 2-step cashback deal with TMO. Unfortunately I was so careless to send in the first cashback deal too late. I received a letter from them telling me that

"due to these Terms and Conditions not being met, your total Cash-Back for the remainder of the year is now invalid also. Please find enclosed a copy of our Terms and Conditions for your perusal"

However, this is highly misleading as the T&C are revised and are different from the one that I received when entering the contract! Fortunately I had not thrown them away. I want to use this forum to draw your attention to yet another way in which TMO tries to dodge their legal commitments.

The T&C section on cash back entitlements relevant in this issue:

---

Old T&C (as sent 26/03/06)

11.0 Cash Back and Half Price Line Rental Entitlements
11.1 All cash back and half price line rental entitlements are paid in two stages; the first stage is at month 6, the second at month 12. Once you are in receipt of your sixth bill you need to forward the original bills from month 1-6 within 21 days from the bill date illustrated on your sixth bill. Where a claim is not made within this time period the cash back entitlement is lost for your 2nd due installment at month 12. To claim the second half of your cash back entitlement, forward us your 11 and 12 months bill, again this must be with 21 days from the date shown on each of these bills.

---

In the current T&C many additional criteria (‘burning hoops’) have been added. Essential in this case is the following condition:

---

New T&C (as sent 20/10/06)

11.0 Cash Back and Half Price Line Rental Entitlements
11.3 If your cash back entitlement is more than £201 for a 12 month contract, you have to claim your money back in a 5-stage process.
….
….
If any one stage is not complied with, you will loose your entitlement to claim the whole of the cash back.
…
…

---

I have underlined the relevant phrases. The conclusion should be that because of my stupidity I have lost the cash back entitlement for my second installment, but not my first installment! But TMO have tried to delude me by sending their revised T&C. I have sent them a letter the 5th of November stating exactly the above. They completely ignored the issue of different T&C and the fact that the wording in the original T&C does not warrant the complete loss of my cash back entitlement. They stated that “it remains unsuccessful due to the paperwork being submitted over the 21 day acceptance period required for the claim to be processed successfully”. I sent them a second letter explaining everything all over again and they basically replied exactly the same. I then phoned them but they refused to discuss the matter on the phone.

I am so fed up now that I am going to send them a Letter Before Action, (in fact an email to the forumqueries@mobileoutlet.co.uk)

I will keep you posted.

ticobassie

Whilst going through the 10 pages of this ‘Mobile Outlet’ thread it seems there is a controversy over whether TMO are being considerate in actually being present and dealing with the specific complaints here.

From reading the posts here I see a very clear pattern emerging;

1. You have a problem with TMO
2. You officially complain through sending letters
3. They ignore you
4. You search the web and find this thread at MSE
5. You email forumqueries@mobileoutlet.co.uk and everything gets sorted

I am astonished that people here really chose to come to the defence of TMO. Probably you were gladly relieved to see something being done about your case, and rightly so. But have you not wondered why that didn’t happen before you came here? Is it perhaps because all the relevant steps to successfully claim back the cash back that is yours are being given here?

In the previous TMO thread (793 entries long) the first time they start getting involved in this discussion is at post 119 on the 11th of October 2006. Almost half a year later and still people are visiting this thread with problems. And we can only suspect that the people visiting this thread are the ‘tip of the iceberg’. If TMO sincerely felt they had let down customers and they wanted to improve behaviour wouldn’t the experiences of the Forum Queries have been communicated within TMO so that normal letters would have been dealt with in a similar positive way?

I'm sorry but someone defending TMO here in this forum after his/her cash back cheque has been successfully cleared is either being naive or not looking further than his/her own bank account.

iabw12

Couldn't agree more!

grayme-m

You were 'careless' you didn't meet the condition 'Once you are in receipt of your sixth bill you need to forward the original bills from month 1-6 within 21 days from the bill date illustrated on your sixth bill.'; maybe you have a point with t&c's changing but you have failed to meet any.

This isn't a case of TMO trying to con you, IMHO a legal action should decide against you.

ticobassie wrote: »

A year ago I ordered a contract on a 2-step cashback deal with TMO. Unfortunately I was so careless to send in the first cashback deal too late. I received a letter from them telling me that

"due to these Terms and Conditions not being met, your total Cash-Back for the remainder of the year is now invalid also. Please find enclosed a copy of our Terms and Conditions for your perusal"

However, this is highly misleading as the T&C are revised and are different from the one that I received when entering the contract! Fortunately I had not thrown them away. I want to use this forum to draw your attention to yet another way in which TMO tries to dodge their legal commitments.

The T&C section on cash back entitlements relevant in this issue:

---

Old T&C (as sent 26/03/06)

11.0 Cash Back and Half Price Line Rental Entitlements
11.1 All cash back and half price line rental entitlements are paid in two stages; the first stage is at month 6, the second at month 12. Once you are in receipt of your sixth bill you need to forward the original bills from month 1-6 within 21 days from the bill date illustrated on your sixth bill. Where a claim is not made within this time period the cash back entitlement is lost for your 2nd due installment at month 12. To claim the second half of your cash back entitlement, forward us your 11 and 12 months bill, again this must be with 21 days from the date shown on each of these bills.

---

In the current T&C many additional criteria (‘burning hoops’) have been added. Essential in this case is the following condition:

---

New T&C (as sent 20/10/06)

11.0 Cash Back and Half Price Line Rental Entitlements
11.3 If your cash back entitlement is more than £201 for a 12 month contract, you have to claim your money back in a 5-stage process.
….
….
If any one stage is not complied with, you will loose your entitlement to claim the whole of the cash back.
…
…

---

I have underlined the relevant phrases. The conclusion should be that because of my stupidity I have lost the cash back entitlement for my second installment, but not my first installment! But TMO have tried to delude me by sending their revised T&C. I have sent them a letter the 5th of November stating exactly the above. They completely ignored the issue of different T&C and the fact that the wording in the original T&C does not warrant the complete loss of my cash back entitlement. They stated that “it remains unsuccessful due to the paperwork being submitted over the 21 day acceptance period required for the claim to be processed successfully”. I sent them a second letter explaining everything all over again and they basically replied exactly the same. I then phoned them but they refused to discuss the matter on the phone.

I am so fed up now that I am going to send them a Letter Before Action, (in fact an email to the forumqueries@mobileoutlet.co.uk)

I will keep you posted.

grayme-m

ticobassie wrote: »

I am astonished that people here really chose to come to the defence of TMO. Probably you were gladly relieved to see something being done about your case, and rightly so. But have you not wondered why that didn’t happen before you came here? Is it perhaps because all the relevant steps to successfully claim back the cash back that is yours are being given here?

Can't argue against you that problems shouldn't need to be dealt with by a special email address (what about treating all customers the same); however I choose to bring some equality to things.

Of our two contracts with TMO, one I needed to chase and the email worked (I didn't try other contact methods) and the second was paid up without any prompting at all.

Yes you have issues with them, but people just tend to write about things they have problems with.