The Mobile Outlet

grayme-m

silver44 wrote: »

Some of us have complied exactly with the terms and conditions. Like me. However I still haven't received my cashback. I didn't expect to have to check the terms and conditions of a cashback offer before entering into the contract, I expected them to be fair (they aren't) and reasonably easy to follow (they aren't). They are, however, deliberately convoluted to put as many people off and catch as many people out as possible. These points aside, there are clearly people like me who are following the terms and conditions but TMO is not fullfilling their part of the contract. Shall I tell you my IQ or would that embarrass you?

What is your IQ?

Anyway, it appears more that the 'numpty' just couldn't be bothered to claim back their cashback (as per his first sentence) rather than they had any problems getting cashback so I am not sure of your point?

cuppa-cha

i am having alot of problems wiith tmo.
i put my trust in the company andrecommended many freinds and family, but got no cashback from them.
i feel like crap,
i suggest every1 to stay well clear from them.
their number is 0870 which takes 1/2 hour, and yet you dont get a decent answer...they say put it in writing.....
well, no surprise theyre always backlogged with paperwork

Jay22_2

MickKnipfler wrote: »

No I havent...I don't do 0870.....

I sent them an email to ask about upgrading....don't they want the business?

well, my bill is due to be sent to them in june hope they don't mess about with my cashback....

silver44

grayme-m wrote: »

What is your IQ?

Anyway, it appears more that the 'numpty' just couldn't be bothered to claim back their cashback (as per his first sentence) rather than they had any problems getting cashback so I am not sure of your point?

My point is that while there are always customers who can't or can't be bothered to follow T&C, in this case TMO is clearly deliberately messing people around and being obstructive. You seemed to be implying that it is people not following T&C that is the problem, rather then TMO doing everything in their power to avoid fullfilling their part of the contract, which is nothing to do with the IQ or numptiness quotient of their customers.

Anyway, while we're all arguing with each other they are getting away with dodgy practices. I'm waiting till the end of the week, and then will reluctantly have to start small claims proceedings if my cheque hasn't arrived.

Petene63

Hi Folks,

I took out a 1/2 price deal for 9 months with TMO and followed their T&C's to the letter before submitting my claim.

A couple of points:

Within 2 days of receiving my phone, I discovered the headphones were defective. I informed TMO who said they'd get a new pair sent out - still waiting 6 months later and as I have a spare set I haven't chased it.

I sent them an email stating my understanding of what I was claiming and the documentation required, and asked them to confirm or clarify whether I was correct - no response.

I telephoned the geographic numbers behind the 0870 numbers, and guess what? - no response.

Undeterred, I submitted my claim via Special Delivery with the 6 bills within 21 days of bill 6 as per the T&C's for claims under £200 in accordance with the 2 stage claim back procedure. I included a copy of my original query email and a covering letter detailing the claim.

I received a response saying that my claim had been rejected because it was not submitted within 21 days of the 4th bill and subsequently I forfeit the right to any further claim. Being a tad miffed by the response, I responded by drawing their attention to the T&C's I had which detailed a 2 stage claim following bills in month 6 and 12, noting it must just be an oversight on their part and that I would expect payment within 14 days, otherwise I would assume further action on my part would be required (Claim Online).

The 14 days was up last Friday, so I'll be informing them of the impending action and filing online by the weekend.

So, my impression of TMO as a prospective future supplier of my telecomms needs is that they will never get any of my business again, and I would certainly warn any prospective purchaser to look elsewhere.

I'll post what the outcome is to this when it concludes.

ticobassie

Right,

So here's the follow-up on post 186. I sent an email to forumqueries@themobileoutlet.com to which I didn't receive an answer. Then on Monday I called customer services 0870 1999333 and spoke to Kayleigh. I complained about the cashback department ignoring my two letters and now my e-mail. She tried the classic "you have to appeal in writing, rather then an e-mail" at which I replied, well at MSE the forumqueries explicitly ask you to e-mail them with any queries. She then asked me to hold the line and after a minute asked me to fax her all the details again. As I couldn't fax I prepared a final e-mail including all previous sent information and asking to please stop all delaying tactics and if I had not received a positive confirmation about the claim in 48 hrs. I would proceed with my claim. Within 4 hours I received an email from Joseph, joe@themobileoutlet.com, that the cheque was in the post. Indeed the next day (Tuesday 27 March) the cheque with accompanying letter was on the door mat.

I couldn't resist sharing the letter with you as it is just such a big joke.

Dear Mr. ....

Thank you for your letter of appeal regarding your cashback claim.

Our Terms and Conditions state that if any one claim is made incorrectly, then the remainder of your cashback entitlement is rendered invalid.

However, due to a printing error on some of our paperwork sent to customers, this is not made clear. As a result, we are willing to offer you half of your total cashback entitlement as a goodwill gesture. Please find enclosed a cheque to cover this amount.

Please be aware that you are not eligible to claim any more cashback from us under this contract, as technically your cashback entitlement is void.

If you would like to query or dispute any of the information given in this letter, please do so in writing. We also have a call centre for customers with any queries that they may have including cash back procedures.

Yours sincerely,

Meredith Walker
Customer Service Manager

Whoever wrote this letter is such a poor loser. Attempting to dodge their way out and then eventually saying it's "a printing error on some of our paperwork". A goodwill gesture...my smoking a s s. A goodwill gesture is something you give people who haven't asked for something. I had to threaten with a court case for them to finally cough up.

The cashback dept. of the Mobile Outlet are a bunch of cheating b a s t a r d s. That said, there's no reason of avoiding TMO. As long as you read the T&C carefully and you're organised and you follow the advise given here at MSE you should be able to get all the money back that you're owed.

You just have to be prepared to fight for it.

ticobassie

Petene63 wrote: »

I received a response saying that my claim had been rejected because it was not submitted within 21 days of the 4th bill and subsequently I forfeit the right to any further claim. Being a tad miffed by the response, I responded by drawing their attention to the T&C's I had which detailed a 2 stage claim following bills in month 6 and 12, noting it must just be an oversight on their part and that I would expect payment within 14 days, otherwise I would assume further action on my part would be required (Claim Online).

The 14 days was up last Friday, so I'll be informing them of the impending action and filing online by the weekend.


I'll post what the outcome is to this when it concludes.

Pete,

I've pm'ed you but in case you see this message earlier, as far as I can see your case is virtually the same as mine. They have changed their T&C in the mean time and try to mislead you by referring to their new T&C. (and yes misleading is the right term here as two letters with copies of the 'old' T&C were completely ignored). Go to post 186 (page 10) to read the case and the previous post to see the outcome.

grayme-m

silver44 wrote: »

My point is that while there are always customers who can't or can't be bothered to follow T&C, in this case TMO is clearly deliberately messing people around and being obstructive. You seemed to be implying that it is people not following T&C that is the problem, rather then TMO doing everything in their power to avoid fullfilling their part of the contract, which is nothing to do with the IQ or numptiness quotient of their customers.

Anyway, while we're all arguing with each other they are getting away with dodgy practices. I'm waiting till the end of the week, and then will reluctantly have to start small claims proceedings if my cheque hasn't arrived.

I see your point there, but that doesn't appear relevant to the original point which was someone took issue with a 'numpty' who appeared to be calling TMO 'cowboys' merely because he couldn't be bothered to even try to claim his cashback.

Anyway, my wife's second cashback claim is about to go in, hopefully it will be as easy as the first.


ticobassie, I have to say congratulations on getting your second cashback six months before it was due! I can't understand the comment about a printing error either, they have already said on here somewhere that they have updated the T&C to make them clearer.

What does appear to have happened is that they seem to have gone through a transition period between T&Cs with the old two stage and new five stage process. Which version they (or more likely Vanilla Mobile who seemed to dispatch some phones and seemed to issue old T&Cs) sent seemed pot luck, some people (like my wife) didn't receive any so saved a copy from their website at the time.

However, it also appears that they too don't know who got what and so are applying what should have gone (new T&Cs) when in reality they are forced to abide by the old ones; Petene63 try pointing that out to them?

s71hj

It only seems fair to say that cheques arrived yesterday. They really should try and stick to the time scales in their terms and conditions though.

The_Mobile_Outlet wrote: »

Hi,

We apologise if you have not received a reply to your PM. Someone will be looking into your message tomorrow and reply accordingly.

Regards
Forum Query Team

MickKnipfler

Are TMO still visiting here?