The Mobile Outlet

jazzy639

Just spoke to manager Gareth who said its 11 months, nothing he could do. I am very annoyed that all my bills say 6 months and they wont change it. Ill be leaving T Mobile at the slightest chance I get.

Where do I go from here? I have emailed customer relations.

Shelby

If the Terms & Conditions of your own contract with T-Mobile indeed permit you to lower your tariff after six months and they dig in and start telling you that you have to wait eleven months, you can point out politely that what they are doing constitutes an attempt to obtain money by deception, which is a criminal offence.

Follow that, after a brief pause, by asking them gently whether T-Mobile's Legal Department knows that the person you are talking to is trying to do this and whether s/he knows that the legal penalties for it are severe.

Then back off and say brightly, ""Right. Let's sort this out amicably before any of you end up going to jail."

It's a tactic that usually works.

..........

Olivier wrote: »

Just to say that I have bought a contract with TMO following this thread, back in August.

I have sent the first CB voucher in December, and could see the problems appearing. Today I have seen TMO is under administration, and I have called T-mobile to change my contract.

After a short discussion I was offered the Flext 25 for £20 a month (starting March 13th), which I preferred to the Ufix.
I have also contacted the Administrators to register my claim.

Is there anything else I need to do?

Thanks everybody for the advice anyway (even when it was to buy a phone from them )

Who on earth here do you believe advised you to buy a 'phone from The Mobile Outlet under the Terms & Conditions that it introduced on 1 August 2007? To do so was utter madness.

tiddler

I placed an order of a phone from TMO in November.
"They" called me back to say phone wasn't in stock, and I placed another order for a very similar phone/cashback deal (network O2).

I then got my phone, with cashback vouchers.

I contacted O2 them ask them to reduce my bill.

They said they could possibly after 9 months.

They said though that their records showed that I got my phone "from a store" at the Carphonewarehouse.

I do have cashback vouchers from TMO.

Is/Was TMO a subsidiary of CPW in some way?

Can I get my cashback from CPW?

allsinginganddancing

jazzy639 wrote: »

Where can I direct T-Mobile to look at their own statement?

Also, no luck with T-Mobile so far, they said you cant downgrade until 11 months despite my bill saying 6! Waiting on a manager phoning me back!

Hi, I only had my phone for two months and T-Mobile told me the same only offering a £5 good will reduction. I then read this sites article on Cashback Collapse Help Guide (not forum) , sorry do not know how to do a link but you could copy Cashback Collapse Help Guide
and paste it in the search box. Then scroll down to the see the company statements on the collapse of The Mobile Outlet and others who have gone into administration. You will see O2, 3, orange and then T-mobile. The second paragraph says..... T-Mobile appreciates the difficult situation some customers face. While we are not responsible for dealers failing to meet their commitments, we do assist customers on an individual basis. Typically, we offer adjustments to customers’ accounts, including the opportunity to switch to cheaper contracts.

Give T-Mobile a ring and ask for customer service and then quote their own statement the bit about switch to cheaper contracts. They start from £15 a month. I was put on hold a while and spoke to several people but they were very polite and understood my situation.

Gook Luck

laticsforlife

jazzy639 wrote: »

Just spoke to manager Gareth who said its 11 months, nothing he could do. I am very annoyed that all my bills say 6 months and they wont change it. Ill be leaving T Mobile at the slightest chance I get.

Where do I go from here? I have emailed customer relations.

CS (even the 'Managers') don't have the same clout as C.Relations.

Wait for them to call you back, and I suspect the downgrade will be forthcoming.

I had spoken with CS twice and gotten nowhere, but CR sorted it first time.

jazzy639

allsinginganddancing wrote: »

Give T-Mobile a ring and ask for customer service and then quote their own statement the bit about switch to cheaper contracts. They start from £15 a month. I was put on hold a while and spoke to several people but they were very polite and understood my situation.

Gook Luck

They are asking where they can see their statement, ie where is it on their website?!

allsinginganddancing

Hi, the Company statement on the collapse of The Mobile Outlet is on this website i have not looked at T-Mobiles. But T-Mobile acknowledged it was correct.

Sorry....that's lateral thinking for you or me having a blonde day!

jazzy639

Spoke to someone else from CS and its now changed down from £35 a month to £25, RESULT!

aeywas

My original contract with T-Mobile is only 4 months left. My first cashback claim to TMO in Nov is still unpaid. My 2nd claim in Feb sent via Recorded Signed For was returned because nobody collected it from the local mail delivery centre. I immediately sent it again via Special Delivery Next Day and was returned to me again because the addressee has gone away. I just read this thread and found that TMO is closed down their business. Therefore, I realized that I definitely lost 510.00 pounds cashback from them plus postage fee. This is the second bad news for our family. Our first bad news is that my wife and I just lost the last cashback payment (2x140.00 pounds) in September 2007 from Phones2UDirect as they did not pay us and recently closed their business as well.

I decided to call T-Mobile customer service today. My first call I got an agent who has no idea about TheMobileOutlet company. She does not even know anything about mobile cashback system as well. So she asked me back why I should get a cashback when I purchased a mobile phone and number. She told me I could only downgrade after 11 months only. However, I tried to explain to her, she put me on hold and came back that she can reduce my price plan from 42.50 to 25.00 only. If I want to reduce it to 20.00, I have to take a new contract for 18 months. Since I was not happy with the offer, I just told her that I will make a decision and contact back later.

I waited around 2-3 hours and called T-Mobile customer service again. This time, I got another agent. I just mentioned about the TMO issue and she seems to know the story. But after checking the system she came back to tell me that the their system stated that my number has not been taken via TMO company. She said that if the number has been registered via TMO, she can change tariff for me. So she insisted that I am not eligible to downgrade the tariff until 11 months of the contract. I argued her that I ordered this mobile phone number from the TMO website. She advised me to send a copy of the TMO dispatch note via fax to her. After I sent it, she called back and agreed to change the price plan from 42.50 to 20.00. However, I told her I do not expect to have many inclusive mins, just want the lowest price tariff. She checked all available price plans and agreed to give me U-Fix 15 Talk tariff so I will pay only 15 pounds per month.

Better than nothing.

boatman

I got an email back from T-Mobile with regard to their 6 month/11month tariff change arrangements:

"When you joined us, you chose the Flext 35 (12) web'n'walk plan.
When checking the terms and conditions there is no specific mention that you can in fact change your price plan at all.
However, as a company we do have a process in place for those customers wanting to lower their price plan, after a qualifying period.
In most cases this is after being on their price plan for 11 months. I'm pleased to see that we've agreed to do this early for you, as a gesture of goodwill."

Given that by their own admission there is nothing in the t&c's about changing tariff, how can they hold anyone to a policy of 11 months(before changing) if no customers know about it when they sign up??
You have signed up to a 12/18 month contract but there is nothing to say you can't change up or down to any tariff you like!?
Other mobile contracts from what i've seen actually have in the t&c's the minimum time before you can change tariff.

The only reason to stay on the same tariff was to qualify for the cashback from TMO.