The Mobile Outlet

kltpzyxm

Sent claim (original bill 1-4 summaries + original dispatch note as per the T&Cs and also short covering letter) Special Delivery on Feb 22nd. Received cashback cheque today after 31 working days (approx 48 elapsed) from them receiving my claim. While the processing time could be improved, Quite happy with the fact that I've got the cheque!

kltpzyxm

windydayz wrote: »

i emailed them a fewdays ago, i asked them if i need to send in the 11th and 12th bills separetly they said yes. does this mean i follow the old terms and conditions?

The current T&Cs on TMO website say send bills 10 & 11 in month 11 and bill 12 in month 12.

kltpzyxm

fourheadedmoose wrote: »

You're still waiting?! I'm still waiting for a reply to 5 private messages from last week concerning my cashback claim sent over 2 weeks ago!!! They aren't even posting on these boards anymore!

HI fhm,
the T&Cs are worded very carefully. It says "Once we are receipt of your original documentation, please allow 28 days for delivery of cheques". It was 28 days before I received a confirmation email that my claim had been received, followed by another email a second or two later informing me that my claim was successful and my cashback would be dispatched within 28 days. I waited approx 2 weeks before receiving the cheque...but it came!

25ben

if they do not contact me within 28 days after my first cashback claim, do i have the right then to cancel the direct debit and sell the phone?

i am tempted to do so

thesaint

25ben wrote: »

if they do not contact me within 28 days after my first cashback claim, do i have the right then to cancel the direct debit and sell the phone?

i am tempted to do so

If you don't get your cashback within the 28 days stated on their terms and conditions, go to page 1 of this thread for your next course of action.

Your direct debit is with your network provider, and so you have no right to cancel your contract. Write them and voice your concern with the company that they have aligned themselves with.

fourheadedmoose

kltpzyxm wrote: »

HI fhm,
the T&Cs are worded very carefully. It says "Once we are receipt of your original documentation, please allow 28 days for delivery of cheques". It was 28 days before I received a confirmation email that my claim had been received, followed by another email a second or two later informing me that my claim was successful and my cashback would be dispatched within 28 days. I waited approx 2 weeks before receiving the cheque...but it came!

That may be so my friend, but if you read the T&C carefully like you said, it says, "Once we are receipt of your original documentation, please allow 28 days for delivery of cheques". They are already in receipt of my original documentations as I have tracked it via Royal Mail's website and even seen the signature. The fact is they have not replied to my messages, and although you may have received an email from them 28 days later, this timeframe to me is totally arbitrary. You could wait 28 days before you get a confirmation email this time, but next time could be a totally different amount of time. The fact that they are so inconsistent, don't even bother replying to consumers, and don't stick to their own deadlines only serves to dig themselves into a deeper hole of unprofessionalism and cowboy-style business.

grayme-m

I just spoke with The Carphone Warehouse... The Mobile Outlet one of its 'subsidiaries'!

I didn't remember this being mentioned, though a quick search revealed at least one post showing a link.

nilocmac

RU sure about that? If so I would have more confidence.

grayme-m

nilocmac wrote: »

RU sure about that? If so I would have more confidence.

They have their own management and offices, but he said that was the case.

Reestit_Mutton

grayme-m wrote: »

They have their own management and offices, but he said that was the case.

This is complete bunkum, I'm afraid.

The only link between the two (if one still exists) is that The Mobile Outlet may be supplied by a subsidiary of Carphone Warehouse as a distributor - however CPW does not own The Mobile Outlet and has absolutely no responsibility to The Mobile Outlet's customers...in the case where CPW's distributor subsidiary fails to live up to its delivery promises, it would be the retailer that deals with them, not the customer.

For the avoidance of doubt, The Mobile Outlet will be responsible for paying your cashback, not CPW. The distributor is simply a middle man between the network and the retailer and, in effect, the only contracts the distributor has is with the network and the retailer (not the customer).

HtH
Reestit Mutton