The Mobile Outlet

mobilejunkie

If they only pay the casjback after the summons is issued, continue to court. The fact they then paid should ensure the court awards costs but I'd be amazed if they didn't pay them immediately once you infiorm them you won;t stop proceedings unless they do!

kltpzyxm

don9999 wrote: »

OK, I've reached the stage where I need to go to Small Claims Court.
I received my first CashBack cheque (albeit late and after some chasing.)
But now I'm having trouble with my second and final cashback.

I have complied with all their T&Cs - sending back 11th and 12th bills appropriately, yet have not heard anything back from them.

My 12th bill was dated 12th May 2007.
I sent it by recorded delivery on 24th May 2007, for delivery next day 25th May 2007 (for which I have proof of signature).

I E-mailed them on 25th June 2007, asking why I had neither received my cashback cheque nor even heard from them. I also gave them one week, specifying a deadline of 2nd July 2007 to reply, otherwise I would undertake court proceedings.

Again I received no reply.

I have again E-mailed them today 3rd July stating that I have given them sufficient time and will now commence court proceedings.
I received an immediate automated reply this time, stating:

<<Due to a server issue there is a delay in processing claims received 1st June - 13th June 2007. This backlog will be dealt with over the next 10 working days.>>

However, since my claim was submitted on 25th May 2007, I would have assumed that it was prior to this backlog.

If anyone has any further suggestions they would be gratefully received.
Otherwise I will commence Small Claims Court proceedings tomorrow.

One question - I understand that I can include the costs of the proceedings in my claim against themobileoutlet. However, what if they pay up the outstanding amount - £180 - prior to completion of the case? Do I then have to continue my case in order to recover the court costs?

Cheers,
Don

Don, I normally send any emails to the 3 known TMO email addresses.
i.e. [EMAIL="customerservice&#64;themobileoutlet.co.uk"]customerservice@themobileoutlet.co.uk[/EMAIL]; [EMAIL="cashback&#64;themobileoutlet.co.uk"]cashback@themobileoutlet.co.uk[/EMAIL]; [EMAIL="forumqueries&#64;themobileoutlet.co.uk"]forumqueries@themobileoutlet.co.uk[/EMAIL].
Today I sent one addressed to both the cashback & forumqueries addresses and got a reply. I think the customerservice address results in the automated postal delay excuse response...

HTH

don9999

kltpzyxm -
I agree that I usually write to all the E-mail addresses (4 of them, because I ALSO include the [EMAIL="sales&#64;themobileoutlet.co.uk"]sales@themobileoutlet.co.uk[/EMAIL] address too!)
However, it appears that I only sent my previous E-mail to the customerservice E-mail address (I'm not overly concerned about this since their web site clearly states that this is the address to write to with cashback queries.)
Today's E-mail advising them of court proceedings has been sent to all four addresses.


One final question, before I complete the Small Claims process.
When 28 days are quoted, are these working days, or calendar days?

My 12th bill dated 12th May 2007, was posted on 24th May 2007, for delivery on 25th May 2007 (and I have signature proof of delivery).
28 'calendar' days from reciept would be 22nd June 2007.
But 28 'working days' would be 3rd July 2007. ie. today!

Either way, the deadline has passed, and I haven't even received any E-mail reply.But I'd still like to understand the official interpretation of '28 days'.

Cheers,
Don

thesmoothound

Hi,
Hopefully someone can help me. I have been reading the messages relating to the company Mobile Outlet and the problems some people have been experiencing with their cash backs. I am about to claim for my first cash back, and would be grateful for anyone who has been successful to give me any hints on sending off the relevant paperwork. Also, not sure if anyone had the same thing, but with the Orange contract I am on, on the first bill recieved, their was 2 bill amounts. Do you know if this counts as 2 bills or just the one. I have emailed them to ask, but have not heard anything back and time is of the essence.
I will be very grateful for any help.
Thanks

mobilejunkie

28 calendar days. However, last time I looked it said "working" days. It's whatever it said WHEN you ordered. I would think it's wise to always download the t&c as I do when you order, then you can prove what they were THEN. They changed then a couple of days ago but there's no reference to that fact OR any copy I noticed of the older versions.

mobilejunkie

Whoops; brain dead. Apologies - was referring to another company. No matter. If it just says (or said at the time) "days" then it's calendar days. Up to them to specific if it isn't.

kltpzyxm

don9999 wrote: »

kltpzyxm -
I agree that I usually write to all the E-mail addresses (4 of them, because I ALSO include the [EMAIL="sales&#64;themobileoutlet.co.uk"]sales@themobileoutlet.co.uk[/EMAIL] address too!)
However, it appears that I only sent my previous E-mail to the customerservice E-mail address (I'm not overly concerned about this since their web site clearly states that this is the address to write to with cashback queries.)
Today's E-mail advising them of court proceedings has been sent to all four addresses.


One final question, before I complete the Small Claims process.
When 28 days are quoted, are these working days, or calendar days?

My 12th bill dated 12th May 2007, was posted on 24th May 2007, for delivery on 25th May 2007 (and I have signature proof of delivery).
28 'calendar' days from reciept would be 22nd June 2007.
But 28 'working days' would be 3rd July 2007. ie. today!

Either way, the deadline has passed, and I haven't even received any E-mail reply.But I'd still like to understand the official interpretation of '28 days'.

Cheers,
Don

Hi Don,
I stand corrected re the 3 known email addresses - thanks
THe T&Cs say 28 days, to me that means 28 elapsed, and NOT working days. The T&Cs also state the following

"11.4 Any cash back queries after 14 days of order must be forwarded to [EMAIL="cashback&#64;themobileoutlet.co.uk"]cashback@themobileoutlet.co.uk[/EMAIL]. The customer service team will not be able to help with any queries after this point."

and have done since I took out my contract in October 2006. However, your email today to all 4 addresses should do the trick. Good luck mate, and keep us posted....

HTH

kltpzyxm

mobilejunkie wrote: »

Whoops; brain dead. Apologies - was referring to another company. No matter. If it just says (or said at the time) "days" then it's calendar days. Up to them to specific if it isn't.

Hi mobilejunkie,
thats my opinion as well. A day is a day is a day...and not a WORKING DAY...

don9999

Thanks mate. But in my case, I had one of the earlier T&Cs that only went up to 11.3 - there was no 11.4 or 11.5, and no mention of who to contact in case of queries.

However, their contacts web-site at http://www.themobileoutlet.co.uk/contactus.asp
clearly states:

"Cash Back Claims Please email [EMAIL="customerservice&#64;themobileoutlet.co.uk"]customerservice@themobileoutlet.co.uk[/EMAIL] if you have any queries regarding cash back claims."

I will be completing the Claims process tomorrow, and will keep you up-to-date thereafter.

(I'm quite disappointed that I have had to go down the claims route. They had paid my first cashback cheque, only a little late, of £180. I also ordered a second phone with them a few months ago - they sent me the wrong one, a red E900 instead of a black E900 - but I e-mailed them, they advised me to return it for an exchange, which they did promptly within a few days. I was hoping my experience would be good throughout. Shame.)

kltpzyxm

Ta for the update Don. Like yourself, i received my first cashback late, but without any intervention from myself, and I was happy with that. Yes, its very disappointing that honourable gentlemen like ourselves need to resort to sending what we regard as embarrassing and unsavoury email reminders followed by letters before action and then indeed pursue claims via legal channels to ensure that the promises contained in the contracts we agreed to are fulfilled. It's a p*sser and no mistake...
Anyway on a lighter note, I am one of those who understands binary.....and that 1+1=10