The Mobile Outlet

mar<

Wow! - really sorry to hear of your experiences Shob. good luck getting what you're due, that seems to be the worst thing one can do with TMO - fall foul of their customer services and end up chasing the unchaseable.

Thanks very much for your detailed report of the situation. If you're lucky the forum queries team will see your post and take steps to rectify it. They seem to actually be able to comunicate, unlike the main office, and have shown that they do put things right right here. Otherwise I'm sure people will help on the SCC route. Of course the former solution would be the most preferable.

I learned straight away that if you need to get in touch, you need to contact the forum query team on the email they provide on this forum if you want to get any action. I've always copied the main office in on any correspondance and not yet had a reply, whereas the forum team have responded immediately and positively. I wouldn't now waste time trying to communicate using any other method.

shobet

PM sent...

Let's see what the resolution will be in 24 hours.

Shob

computerbar

mar< wrote:

I learned straight away that if you need to get in touch, you need to contact the forum query team on the email they provide on this forum if you want to get any action. I've always copied the main office in on any correspondance and not yet had a reply, whereas the forum team have responded immediately and positively. I wouldn't now waste time trying to communicate using any other method.

Thats true! TMO also realise that there is problem so they are here, try to fix things up (I guess). I sent them 2 private messages and had prompt reply today.
So far I guess anybody who contacted them via this forum or forum email add. They have got a positive reply with an apology.

GunJack

I have today got my confirmation e-mail from the cashback team that my claim will be paid 28 days from receipt. That should mean I get it within the next week or so. Will keep everyone posted on progress......

patricia1066

TMO paid the second installment after a phone call to headoffice (a week after the deadline of 28 days).

Thanks for that TMO.

shobet

Well I've had an apology from the Forum Query Team which also sated that the issue will be resolved and that by Wednesday/Thursday I should have my replacement handset.

I'll keep you posted about what happens.

Shob

dominicnp

Just thought I'd share my experience of the Mobile Outlet with you all.

I ordered a phone last year and had the problem that many seem to have had on this forum.

That is, I was sent some old terms and conditions that did not ask me to send in a despatch note when claiming my cashback.

As a result I sent in my bills 1-4 9and no despatch note) and my claim was rejected.

I have had recorded delivery letters ignored and I have had 3 emails to the forum team also ignored (actually I did receive holding responses from them saying they would get back to me in 7 days - but nothing happened).

I have just sent an email to them giving them 48 hours to respond otherwise I will send a "letter before action" and start small claims court proceedings. I don't want to do this but they are leaving me little option.

Has anyone had any similar experiences of being ignored by the forum team, if so, how did you resolve the situation?

Thanks

i will keep you posted on what happens!

iabw12

I'm afraid I've had similar experiences - ie no response to letters, emails and PM's on this forum and I've sent out a "letter before action" giving them 7 days to resolve my issue. I sent my bills in for months 1-4 (nothing was mentioned about Recorded Delivery on my T&C's) on 20th October. I received acknowledgement on 9th December(?) and they have therefore rejected my claim. (My bill date was 14th October). As far as I'm concerned I sent the paperwork in accordance with their timeline and they are, I believe in breach of contract.
I'll also keep you posted .....

grayme-m

dominicnp wrote:

Has anyone had any similar experiences of being ignored by the forum team, if so, how did you resolve the situation?

I found that a few days passed without a response so I forwarded it on again and within hours got a response.

It does appear sometimes to be a bit hit and miss, it is a shame that they cannot be more consistent without the need for a special email address.

thesaint

dominicnp wrote:

Just thought I'd share my experience of the Mobile Outlet with you all.

I ordered a phone last year and had the problem that many seem to have had on this forum.

That is, I was sent some old terms and conditions that did not ask me to send in a despatch note when claiming my cashback.

As a result I sent in my bills 1-4 9and no despatch note) and my claim was rejected.

I have had recorded delivery letters ignored and I have had 3 emails to the forum team also ignored (actually I did receive holding responses from them saying they would get back to me in 7 days - but nothing happened).

I have just sent an email to them giving them 48 hours to respond otherwise I will send a "letter before action" and start small claims court proceedings. I don't want to do this but they are leaving me little option.

Has anyone had any similar experiences of being ignored by the forum team, if so, how did you resolve the situation?

Thanks

i will keep you posted on what happens!

If you have had numerous e-mails and recorded delivery letters ignored, you should send the Letter Before Action now, not in 48 hours, if they respond to your e-mail, fine, if not you are even further away from receiving your cashback.