Complaining and reporting Mobiles.co.uk to Ombudsman

mobilejunkie

connect2me wrote: »

Hi Everyone,

I bought my contract mobile via mobiles.co.uk

The mobile completely died (hardware fault) after 1 year, but still on 2 years contract.

1) I have asked for a copy of contract,

2) mobiles.co.uk says contact network provider.

3) Network provider says contact carphonewarehouse, as they done have my contract on their system.

4) carphonewarehouse (shop manager) said that they cannot see my contract on their system, as the contract is via mobiles.co.uk which is just a website.

5) mobiles.co.uk asked me to login and find the contract on the website. There is only a copy of invoice, and not the full copy of contract, which I need in writing for legal purposes. Legally they must provide full copy of contract including terms and conditions of the contract - in writing.

6) mobiles.co.uk are responsible for the phone since they provided mobile to me and I am paying them for it - despite having a dead phone still under 2 years contract.

7) There is a consumer legal rights law - !!!8220;Under the consumer Rights Act 2015, goods should be of a satisfactory quality, fit for the purpose and as described.!!!8221; Under this legal rights law my mobile is covered for 6 years.

Please give suggestion / advice on how to escalate this case ? I will be complaining this to :

https://www.which.co.uk/consumer-rights/advice/how-to-complain-to-the-ombudsman-about-a-mobile-phone-provider

http://selfhelp.carphonewarehouse.com/SelfHelp/request.do?view()=c%7B1f0bb8a0-926c-11e0-4223-f20203001e3d%7D

Really surprising that no company is providing me with a copy of my contract in writing. So am I paying without having any contract ?

Any legal guidance / suggestions please ?

T@c are usually listed on their site but you need to explore it to find them. In any case it brings me to your first mistake; you didn't print them out at the point of sale.

Mistake number two; the length of the airtime contract doesn't mean the phone is guaranteed that long.

The Ombudsman is usually the one dealing with the network and the phone came from the retailer. CPW outlets may well repair the phone free since it came from. Mobiles.co but won't have anything to do with the rest and their repairs usually make the phone worse.

I have dealt with Mobiles.co extensively and commenced the legal route against CPW as a result. This always succeeded, but I doubt I'd try it in this case.