The Mobile Outlet

gyinnit

ticobassie wrote: »

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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.

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

I'd like to open up a query on the latter of these T&Cs. I received 2 vouchers from TMO with the T&Cs stated above, would you interpret this as sending month 11 and month 12 as and when you receive them, or sending month 11 and month 12 with voucher 2 (as you already have sent off voucher 1 with the first cashback claim).

I think that this strangly worded T&C is open to interpretation and isn't clear which allows TMO to not pay the second cashback entitlement.

grayme-m

gyinnit wrote: »

I'd like to open up a query on the latter of these T&Cs. I received 2 vouchers from TMO with the T&Cs stated above, would you interpret this as sending month 11 and month 12 as and when you receive them, or sending month 11 and month 12 with voucher 2 (as you already have sent off voucher 1 with the first cashback claim).

I think that this strangly worded T&C is open to interpretation and isn't clear which allows TMO to not pay the second cashback entitlement.

It isn't clear but you should send the two bills separately when you receive them, not together after you get the twelth bill.

mac_534

I sent my documents in on the 21st of last month for my first cashback, I got confirmation today that my claim has been accepted!! I just sen the first page of each phone bill, my invoice and a covering letter, all sent special delivery, cheers to all who've posted useful advice on this forum, much appreciated!

adorabubble

It seems I've exhausted all avenues. I've been chasing my 1st stage cash back claim for 2 months now (it was due middle of January). I've had half a dozen emails from forumenquiries but still I am no further with my first claim. I have since sent off my second claim and after 2 weeks there is still no contact from the Mobile Outlet. I have read and reread the T & Cs and have done everything to the letter. Talking of letters they have apparently sent me 2 letters during February with regards to my cash back claim which, suprise suprise haven't arrived. I am moments from taking the advice given by a fellow MSE posted on this thread. Is it too much to ask that they honour their side of the contract when we have quite happily honoured ours? If anyone can help I would be appreciative.

melo_2

Hi

Read lots of scary stuff about The Mobile Outlet on these forums and http://www.reviewcentre.com/reviews94010.html wasn't any more encouraging. Unfortunately this was after placing an order with them and receiving my phone. I did get the phone I ordered but they went ahead and connected me the day before even though I had asked to choose my own date. The Terms & Conditions were also missing from my order.

Now I want to cancel within the 7 day cooling off period but I'm worried they won't issue my Return Number in time. They haven't replied to any of my emails except the one before I bought my phone. They have been a bit difficult to get hold of over the phone.

Their representative on this forum replied to me but told me to call Customer Services. I don't see why he/she couldn't have issued me the Return Number him/herself.

Got through to someone called Riz on the phone who wouldn't to give me a Return Number and said someone called James would phone me back. He wouldn't transfer me or give me a direct number to James so I'm suspicious he will call me back in time for the 7 day dead line.

Can anyone suggest what is the best thing to do next? Shall I send it back without a Return Number? Is it legal for a company to require a Return Number and not give you one, even if they are making up excuses or just stalling?

I have proof that they know I want to return it so do I have much legal clout if they mess me around?

Thanks

Not saying they are a bad company as yet, just suspicious.

alpha_666

I sent off the bills and the dispatch note on the 21st of Feb, recorded delivery, along with special insurance. They received it on the 23rd of Feb.

My bill date is the 11th of March. So I was certainly within 3 weeks


So, can anyone help me/give me a rough estimate of when I should receive my cheque? I havnt been contacted yet (the royal mail service said package was received).

melo_2

To be fair James did just call us back and give out a Return Number after a bit of questioning.

I'll post later if there are any problems.

thesaint

adorabubble wrote: »

It seems I've exhausted all avenues. I've been chasing my 1st stage cash back claim for 2 months now (it was due middle of January). I've had half a dozen emails from forumenquiries but still I am no further with my first claim. I have since sent off my second claim and after 2 weeks there is still no contact from the Mobile Outlet. I have read and reread the T & Cs and have done everything to the letter. Talking of letters they have apparently sent me 2 letters during February with regards to my cash back claim which, suprise suprise haven't arrived. I am moments from taking the advice given by a fellow MSE posted on this thread. Is it too much to ask that they honour their side of the contract when we have quite happily honoured ours? If anyone can help I would be appreciative.

If you have exhausted all avenues, do something about it.

thesaint

alpha_666 wrote: »

I sent off the bills and the dispatch note on the 21st of Feb, recorded delivery, along with special insurance. They received it on the 23rd of Feb.

My bill date is the 11th of March. So I was certainly within 3 weeks


So, can anyone help me/give me a rough estimate of when I should receive my cheque? I havnt been contacted yet (the royal mail service said package was received).

I believe it was last month that the Mobile Outlet said that they would possibly be paying straight into customers bank accounts around now, have they contacted you for your account details( It could've been another excuse though)?

speedy_s

So what do you have to send to claim your cashback. afaik you send ur despatch note and all the bills (1-4 etc...). do you have to send any vouchers or covering letter?

thanks