Cash back problems

kev7dags

Has anyone experienced problems in receiving cash back from a company called go3online.co.uk? I have been waiting 3 months for my first cheque and after about 10 calls on their 0870 number and countless emails I have not received a reply from them. I was wondering if this is an isolated case or whether it is common. I am seriously considering cancelling my direct debit as I feel they have not fulfilled their side of the contract.
Kev

bbb_uk

No but I would recommend that you seek guidance from trading standards providing you have fulfilled exactly your requirements with regard to claiming your cashback.

Looking through BT directory enquiries, I found two companies under the name of Advanced Communication Group (but trading as go3online). The addresses are ever so slightly different but their numbers are normal geographical ones (to save spending upto 8ppm calling their 0870 number). The address & tel are as follows:-

Cross Lane Business Pk, Valley Rd, Liversedge - 01924 414000
7 Valley Rd Bsns Pk, Valley Rd, Liversedge - 01924 236850

I suspect both of these are the same company but one deals with 3g contracts, the other other contracts. I'd ring the above and when they answer just ask them is this go3online as I've just rung the 0870... number. If you mention you have had trading standards involved they may be a bit more co-operative then (maybe)

kev7dags

Cheers for that will give them a call in the morning and see what happens next. Hopefully I can resolve the problem.
Kev

digp

I suspect your direct debit is to a mobile phone provider (?) The cashback element may be ancillary to that (is it?) you need to clarify this before you can be properly advised

billdfm_2

The Carphone warehouse stink in my opinion i have been waiting nearly 4 months for my cashback and frankly am beoming very angry , everytime you call they ask you to fax the bill and each time they give you a different number , i sent my bills by recorded delivery and know they reached them but they say they cannot tell me at customer service dept as cashbacks go through a different department . i have since told them - yesterday- that as i signed up with them they are liable for the cashback offer and unless i get my cashback within 7 days i will be billing them for the portion of the line rental they should have paid for , they say i cannot do that , i have told them my contract although with 3 was made with them so they are liable as they have not fulfilled their contact . can anyone advise if i actually can legally do this , and as for 3 although another matter for discussion i wouldnt touch them again with a bargepole theri customer service centre in india is useless everytime you complain they just say thankyou and end the call what sort of service is that . i have had loads of problems with my phone and its lack of connection along with man other problems but 3 months down the line still no joy and no action from 3

Thenotsowyzewun

billdfm wrote:

The Carphone warehouse stink in my opinion i have been waiting nearly 4 months for my cashback and frankly am beoming very angry , everytime you call they ask you to fax the bill and each time they give you a different number , i sent my bills by recorded delivery and know they reached them but they say they cannot tell me at customer service dept as cashbacks go through a different department . i have since told them - yesterday- that as i signed up with them they are liable for the cashback offer and unless i get my cashback within 7 days i will be billing them for the portion of the line rental they should have paid for , they say i cannot do that , i have told them my contract although with 3 was made with them so they are liable as they have not fulfilled their contact . can anyone advise if i actually can legally do this ,

4 months is far too long to be left waiting, that's appalling service.
What I would advise is that you telephone them on 0208 8965001 (might not work, got it from https://www.saynoto0870.com). Then ask to talk to after-sales service and explain briefly to whoever answers the phone your situation. Do not expect this person to be able to deal with it, just give them a concise explanation, and don't tell them the companies rubbish or anything, just tell them you're very disatisfied and would like to talk to a supervisor. Insist on this, or you won't get anywhere. Supervisors are generally not much better than the normal staff, so again explain the problem simply and ask them what you should do. If they say you should just wait, tell them you'd like to talk to someone more superior, there's usually a manager around. Manager's don't know much either generally, they're just lazy... people who order everyone else around. Nonetheless they'll have the authority to do something to help you. Explain the situation, tell them how long you've been waiting, how many times you've called and been dealt with unsuccessfully ect and that you're very disatisfied. Make sure they don't just say it will be dealt with, push them to deal with it then and there and make the calls they need to. If they can't, ask for their name and then give them your contact number and tell them you expect a call from one of the bosses, don't push too much for them to call straight back (they won't) but tell them you want them to call back the same day. This might make them do something.
If you want to threaten legal action, tell them to transfer you to billing and payment and talk to a supervisor, explain you are going to be taking them to the small claims court for failing to fulfill the contract and that they're going to have to pay your legal fees etc.
You have every right to do this, as long as you can prove you sent in the cashback forms on time (recorded delivery receipt) and that you've made every effort to resolve the issue without taking them to court.
Small Claims Court is quite cheap, you'll find better help about this elsewhere.

billdfm wrote:

and as for 3 although another matter for discussion i wouldnt touch them again with a bargepole theri customer service centre in india is useless everytime you complain they just say thankyou and end the call what sort of service is that . i have had loads of problems with my phone and its lack of connection along with man other problems but 3 months down the line still no joy and no action from 3

I'm not sure if your asking 3 to do something about the cashback; if you are you're talking to the wrong people. If you're complaining to 3 about dropped calls you may be able to wrangle some extra minutes, but they won't be able to "fix" the service as its down both to a physical limitation on the equipment they're using (at least with the protocols they're using, namely 3G technology UMTS and the like) and maximum throughput of their equipment being inadequate - they can't fix this without major investment, which will come in time.
My personal experiences with 3 are good, because they're the "free" network (I didn't pay for my phone and get all my line rental back from e2save ).

Hope this helps, and doesn't put you off cashback deals (like alot of things, someone always has a bad experience but generally people save hundreds of pounds).

kev7dags

Hi rang those two numbers but one is not answered and the other is just a recorded message telling you to hold which I did for over an hour but still was not answered. I am going to ring trading standards to see what they advise me to do. The contract is with Advanced Communications Group via go3online.co.uk so dont know legalities of stopping my direct debit. One thing is I will never use these people again and will advise anyone to do the same.

Murray

Just to add fuel to the fire my brother also had this contract that provides cashback through the carphone warehouse and it took alot of angry phone calls and letters to get the cashback. Even then he didnt get the right amount back, but by then he was so sick of it he settled for what they sent! :mad:
If this offer is still available I would avoid it too!

udydudy

kev7dags wrote:

Hi rang those two numbers but one is not answered and the other is just a recorded message telling you to hold which I did for over an hour but still was not answered. I am going to ring trading standards to see what they advise me to do. The contract is with Advanced Communications Group via go3online.co.uk so dont know legalities of stopping my direct debit. One thing is I will never use these people again and will advise anyone to do the same.

Sad to hear you had problems with ACG on your cashback . I had done a cash back deal with them and they paid on time with a cheque in the post within 3 weeks of sending them details.
Let me see if I have a non geogrphical number for them somewhere, I am one of those who doesnt throw any of my papers.

kev7dags

Cheers for that would be most appreiciated I am having no luck with them at all?
Kev

billdfm_2

Well just a little update after my posting about not getting my cashback , i got it yesterday after they reckoned they sent me a letter saying they hadnt paid cos the bills i sent didnt have my address on them i told them that was (cant type the word here )...... and i was suing them and promptly hung up , 10 minutes later , they called me back saying it was being sorted immediately as my account showed a previous complaint to the CEO of carphone warehouse - charles dunstone himself

....one happy bunny <G>