Beware Mobile Phone Warehouse Wales Ltd

[dayvo0909]

John,
Well done, you certainly had me fooled for a minute then. If you run such a 'reputable' company then, perhaps for the wider audience, could you answer not only my previous reasonable questions but now another. WHY WHY WHY, after sending back one of your new (actually refurbed) phones registered post and cancelling all direct debits etc etc, not only with you but also 3, do we receive a call from one of your trained monkeys trying to sell us a new 'deal'. She couldnt even get your name right saying in a very welsh accent she was from 'Mobilephonewarhouse'. After correcting her she admitted that it was MPWW but it was her first day on the job, GREAT TRAINING JOHN. Perhaps if you were half a company or a man you would try to step into her shoes and see the feeling your so called satisfied customers have and the abuse that these trained people have to put up with. TRY IT JOHN. Numerous people have contacted me direct and I have been only to happy to help them, with various ways to get out of your grubby little company. Maybe I should come and work for you John. Anyway all I have to say now is that there is approx 4 weeks left on our direct contract with 3 then we can throw the sony phone that we have from them (yes John it was new when we got it, not refurbed...NEW) away and have no more dealings with either 3 or your nasty grubby company JOHN. I will however continue with O2, Vodaphone and T-Mobile (yes I have contracts with them all as they have excellent customer service and NO COLD CALLING!!!!!!!). And yes John I am bitter because I am probably one of the few who has the nerve to stand up tell it how it is whilst you are getting richer on peoples ignorance.....MPWW= RUBBISH

Thanks for taking the time to read. DOUBT whether you will reply though

DAYVO0909

[Stin]

Edited for the Profanity filter:

Hi John,

Just to let you know that I made a complaint today to the number given above.

One of your representatives called me to sell me a mobile phone. I politely listened to what he had to say, and then declined to proceeed. I told him I didn't want to proceed because I get many phone calls by many people telling me how their products and services are the best and the cheapest, and since I cannot trust what I'm being told (apparently everyone is the cheapest and best), I tend to find my own best deals.

I thanked him all the same for his time, and just before the call closed someone esle on the line said [EDIT]

I found this site and the Customer Services number and phoned it to make a complaint.

Within 5 minutes of that call ending I was getting funny phone calls on my mobile and my land line, from a person with a welsh accent. Now I understand this could be coincidence but it is unlikely.

I hope you take this sort of thing seriously and I hope 3 take it seriously as a complaint has been made to them aswell.


Please also see my comment in Bold Blue. That was to your response to someone complaining that their handset was refurbished.

Originally Posted by Skitz

Ok! lets get some things straight here.....

1.All customers are spoken to three times before the handset is actually connected so the customer has more than enough time to ask any question that they are unsure of. - When your representative called me he described the phone as a "New Handset". Why would someone ask if the handset they would get was refurbished or not, if it has already been described as "New"?
2.We have procedures in place to ensure that the customer is fully aware of what package they are on,what handset they are going to recieve and the term of the contract and any special offers we apply...ie
-firstly a sales person will sell the package
-secondly the sale is then passed through to a quality control person who has no financial benefit from the sale
-finally each customer is called 48hrs after they have recieved the phone and package to see if they have any problems or questions before we go ahead and activate the handset.

As for the accusations of the many complaints you seem to have knowledge of that we dont, network three treat miss selling complaints very seriously and we work very closely with them on a daily basis to resolve any issues!

All our information is on our welcome packs about contacting us about any issues-but i will list it again for those who cannot be bothered to read it....(01554)772400

Many thanks again for your feedback
John

	Record your calls Follow this link to read the review of the Truecall telephone recorder and call manager. This is the Rolls Royce of call recorders. It's a bit pricey but if you buy it with our special offer you will get it at cost: about 20% discount. How much do we make on the deal? - Nothing at all. You can also buy cheaper devices from Maplins. Truecall is the best - but the important thing is to record your calls.

[wrighton]

Hiya

Well I am interested to notice that there is so many complaints on here regarding MPW. I am having a really distressing experience with them myself. I had a call from them at the end of january offering me an upgrade to my phone contract with 3. I was keen to do this as my current phone was struggling. I agreed to the upgrade (as I thought it was). The phone was allegedly being sent out special delivery, it never arrived the next day as promised and so i phoned them and was told it would arrive wthin the next couple of days. It didn't arrive then, I had a call asking for me to let them know when it arrived so they could activate it. The phone did not arrive and I continually phoned advising them of this and was told it would be traced through royal mail as it had been stolen.I phoned MPW and 3 and was advised by 3 that it was an MPW problem. 3 phoned them with myself in a conference call and were advised that the phone had gone missing. MPW promised myself and Ahmed from 3 that the phone would be posted missing and a claim put through Royal Mail. I thought this was an end to the matter. i have since received 3 mobile telephone bills as well as a demand from a debt collection company demanding payment of the bills incurred by this phone, I have been at my wits end trying to get MPW to help and they have now, after around 20 phonecalls said that the phone was signed for 2 days after it was sent out (despite me phoning at the time to ask where the phone was) and that there is now (after three months) a consignment code. The phone was signed for by someone called John (how random huh and convenient such a rare name!) My countless phonecalls to discuss this have been ignored, managers were going to phone me and didn't.

Yet now I have word from MPW telling me that I am liable as it has been signed for and there hands have been tied. They even commented on my anger towards their staff who have been nothing but rude and unwilling to help making empty promises.

Has anyone had similar experiences or advice of what to do? I have never seen far less used the phone and now I have a cheeky letter from MPW saying it's my fault and giving a copy of the royal mail consignment and signature which mean nothing to me as I don't have a John in my household etc....I am so worried about it as I know I dont have the money to pay and I dont want a black mark on my credit file...

wrighton

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[buzby]

For starters, can I assume you were under the impression you were actually conducting business with 3UK and not, MPWWL?

The fact they 'have a signature' is none of your concern - you have told them repeatedly you have not received any handset, or called to have it activated, so as you've no contract with them or 3UK, to sort it our and leave you in peace. Make sure they have no access to CC or DD details from your or they'll take payment and use this to say you've confirmed the contract as valid.

[millystar]

I just got cold called by these and actually gave them all my details. Luckily I googled them before I actually agreed to anything. I was given the phone number 01554772400 - company registration number 056876681 and a mobile phone number 07853090165. I gathered something was fishy when they said that my contract was near it's end and then didn't know any of my details - so I googled them and then when Shelly (who many of you will be familiar with) agreed that the contract would be cancelled. I then got a ring several minutes later asking why I hadn't chose the contract and I babbled something about not wanting to be tied into a 18 month contract and he started saying that no companies do 12 month contracts any more - telling him this was weird as my mother in law took out a 18 month contract just days ago, he then told me they weren't doing them anymore as the phones are so expensive. I politely declined this offer anyway to which he rather angrily told me that you can upgrade after 12 months for a small fee to which I said, I didn't want to have to pay a small fee, I would just go through 3 and get a 12 month contract, plus the offer he was selling me is currently at a discount for £20 instead of the £27 he was offering, also there is no unlimited internet as previously promised. He then said, yes but you said the problem was that it was an 18 month contract and that's not true. You had beef with the contract length when actually your beef isn't with this is it?
I hung up but wished I'd stayed around to point out that claiming I have beef with anything is rather unproffesional, and more than that having a go at whoever you're trying to win around is not a proven method of selling....

[PrettyPaula]

wrighton with respect to your issue.

any phone can be traced to its exact whereabouts by a network. why cant they check where it is if its being used?

or did they blacklist handset and sim as soon as reported missing and reissue?

this sounds ridiculous to me...and why is it call 3...?

[chairofpants]

Have you heard the latest? I spoke to Mobile Phone Warehouse today to explain I've been waiting for four months for a cheque and apparently they've had an entire mail bag of cheques intended for MPW customers with a redemption agreement stolen. And they can't reissue cheques until they get the go-ahead from their bank – and they've been waiting for three weeks for the nod. I'd swear I could hear colleagues laughing at the fob-off in the background... Or is that just paranoia? Would there be any point in calling their bank and asking them to verify the fact? Or should I just come to terms with the fact that MPW are a bunch of bull****ters? What great ambassadors these charlatans are proving to be for Wales and the Welsh...

Wide berth recommended!

[CiXra]

I was so shocked when I read about the company Mobile Phone Warehouse! I was researching them after I had been concerned about them debiting my friends account (which they told me they would not do) for £9.99 for a 'free' bluetooth headset & again for £9.99 for an unknown reason.
They had told me that they would need a credit card to secure the contract on and as I only had a visa electron card, I could ask a friend or family member if I could borrow their card & as I was 'assured' no money would be taken from their account I agreed. I now wish I hadn't as I felt so embarrassed when she asked me to look at her statement cos two amounts of £9.99 had been taken from her account. I was furious & after speaking to someone from the company I was even more angry as no-one could tell me what the amounts were for & why I wasn't informed money would be debited.
I now am seriously worried about this company but cannot return the handset. I am also having problems with the handset-its having technical problems, screen keeps freezing and crashing but its not insured. Even though I requested insurance for the phone but so far no insurance.
I am completely disgusted with this company & at a loss as to what to do!

[chairofpants]

All I can suggest is talk to Meg at MPW – she seems to be the only one with any authority – and failing this, report your experience to Ofcom. Apparently they're supposed to be clamping down on such behaviour: Clamping down on mobile mis-selling | Ofcom As far as insurance is concerned, try Fonesure:0870 416 3353 It'll cost you about a fiver a month though. Good luck, you're gonna need it when dealing with MPW!

[buzby]

You should never give out your card number to anyone on any pretext if money is not to change hands - this 'assurance' only works if you can trust the firm making the claim. As you discovered, you can't and you won;t be able to reclaim in either. As for the faulty phone, you DON;T need insurance for this, as this will only cover theft, loss and unauthorised calls. You are fully covered under SOGA (Sale of Goods Act). Make your complaint NOW and in writing, and keep a copy.

[JL1982]

I have also experienced trouble with Mobile Phone Warehouse Wales Ltd. I recieved the phone call offering me a cheaper contract, which turned out to be false, the fee that was agreed over the phone was actually incorrect when i recieved the bill, i also had no signal for my home address, which is one area i had questioned them on and was reassured i would recieve the same signal as i did with my current supplier (my current supplier has full signal, no signal with the contract offered through MPWW). My sister in-law has also been ripped off by this company. You can not even get through to cancellations as they will not provide a number, instead they assure you they will get cancellations to call you back, this does not happen. Avoid this company like the plague and hang up if you recieve a call.

	Record your calls Follow this link to read the review of the Truecall telephone recorder and call manager. This is the Rolls Royce of call recorders. It's a bit pricey but if you buy it with our special offer you will get it at cost: about 20% discount. How much do we make on the deal? - Nothing at all. You can also buy cheaper devices from Maplins. Truecall is the best - but the important thing is to record your calls.

[Dhoffryn]

Hello all, I have just finished reading all the posts about this company and now realise that the saying "Experience is what you get immediately after you needed it" is a valid one!

I was cold called on Thursday of last week (June 19th) by MPW and offered a new contract as my current contract was due to expire at the end of September (this is true). I was asked what kind of phone I currently used, I replied "Samsung U600" - "Oh, that's a bit out of date isn't it?" was the reply. He proceeded to tell me that he could supply me with the "Brand New Nokia coming out tomorrow" and the contract would be £24 per month, with the first two months free so that I wasn't expected to pay for 2 contracts at the same time. He proceeded to ask me what colour of phone I would like as the phone came in black, silver or pink. I wanted a black one, so that's what I asked for. I was so taken in by the offer I asked about a phone for my partner - he offered me the exact same deal, but I requested a pink phone for her. The man also offered me a "Free bluetooth headset worth £75".

On Saturday, two packages arrived - both addressed to my partner (funny, I thought it was MY contract) inside each package was a NOKIA 6120. Both were black and one had "Refurbished" on the cover sleeve. "How can it be refurbished if it's brand new out yesterday?" I thought. Then I googled the make of phone. Not only did I discover that this model of phone was actually released by Nokia on 3rd August 2007 it comes in a range of colours - BLACK, BLACK or BLACK! And guess what - no sign of a bluetooth headset either!

At 9am on Monday morning I phoned MPW to request the returns address as I was not happy that I received items that had been mis-sold to me. I also expressed my outrage (in a firm controlled manner) that I had been lied to by their sales rep. I was told that they would "raise the cancellation paperwork" and get back to me later in the day. After two more calls and the same fob-off I decided to phone the Office of Fair Trading with whom I now have a case file on this matter. I phoned once more (filled with the backing of the OFT) at 1735 hrs yesterday (June 23rd) to demand the returns address, on this occasion I was given the address and told that my cancellation had now been processed - wait for the punchline - this was the only phone call I placed to them where nobody asked for my name!!!

Anyway, I am suspect of the address that I was given as it is somewhere in Oxford (not giving full address as I saw in an earlier entry that it was removed) but I am on my way to the post office to send both phones back (and the invisible headset!!) Will post further if anything else develops.

I would give my advise and moral of this story as - if you want a phone contract - go get one, don't let them come to you!!!

	Record your calls Follow this link to read the review of the Truecall telephone recorder and call manager. This is the Rolls Royce of call recorders. It's a bit pricey but if you buy it with our special offer you will get it at cost: about 20% discount. How much do we make on the deal? - Nothing at all. You can also buy cheaper devices from Maplins. Truecall is the best - but the important thing is to record your calls.

[MAD AS]

DO NOT use this company, I find their" customer services "term beyond belief, none responds, none takes any responsibility, there are apparently no managers to deal with esculated calls. I am completlely aghast,that anyone can deem to call themselves a business and conduct themselves in this manner. This contractor really needs to be taken to task by Three, whown I have also contacted. The address is :
Mobile Phone Warehouse (Wales),
Unit 12,
100 Trestre Road,
Llanelli,
Carmarhtenshire,
SA15 2EA.

[madmerlin69]

Originally Posted by Skitz

Mobilephonewarehouse Wales customer service-(01554)772400

John

i see uv not gave us ur returns address john ??


i have recently fell for ur dirty lies.


i went thro all the details before u told me it was a 3 network i then agreed only to the fact if i didnt like it i could return it.


well here we go.


i was on holiday last week when ur second fone call came to see how i liked ma handset....when i informed u i was on holiday and i hadnt recieved it and i wanted it cancelled after about a couple o mins tryin to ask me why u agreed to cancel it.


1. U said u had done it while i was still on the fone - great i said

2. u said when i get bk from holiday just to leave the fone in the royal mail so they would send it bk - great i said

3. got bk from holiday then a week later i recieve a bill from urselfs.

4. i fone up 3 and the contrct is still active it hasnt been cancelled.

5. now noone is answering ur fones - funny that.

so tell me john how come ur employees are sitting lying to your customers that their cancelling the contract when they are blatantly lying out their heads and keepin it going tryin to make money out of us.

iv cancelled ma direct debits with 3 they have done the same and 3 are fonin u on monday aswell as i am.


please reply to this post

gav

[seagle]

My wife has also recently been had by this company.
I phoned 3 yesterday about cancelling the contract and they said I would need to contact MPWW to do this.
I phoned them and was told their cancellations dept would call me back at 6:20 that evening. By 7:20 still no call so I called them back to request cancellation due to mis-selling.
I was told this could not be done without paying a hefty early termination fee as my wife was outwith the 14 day period. (the contract began 07/06/08, we had our new baby the day after so no time to think about mobile phones!) I said again the product was mis-sold mainly due to my wife's current contract not ending until the end of september, the fact she was not informed of any possible charges for moving provider, and therefore the contract was void.
The person I was speaking with immediately became very obnoxious and said she personally controls quality control and my wife would have been told all the facts about moving contracts, including charges for pac codes etc.
I again said my wife had not been told this to which the person replied 'We can go on saying yes she did and no she didn't but it isn't going to change anything'. I hung up.
I called 3 back to explain what had happened and have to say I was very politley dealt with the whole time I was on the phone to them. However, the upshot was that my issues had been escalated but at the end of the day it would come down to MPWW's word against ours, UNLESS they received a number of complaints about them in which case they would investigate further.
I filled in 3's online feedback form with this forums url and another I found and asked that someone read them and get back to me. I have received a message requesting I call them about my feedback which I will be doing soon.
I'll post what the outcome is but in the meantime I urge all those who have posted here to contact 3 and complain about MPWW so we can try to resolve our issues and stop other people being ripped off.

[buzby]

Hang on there - they cooling off period is there for your protection, the fact a baby - not unexpected I presume? - arrived in the middle of this is hardly a valid reason, as would the usual deaths/floods or other disasters that are all part of everyday mayhem.

But the real issue, which you say occurs because the phone was 'mis-sold' interests me. I cannot see this, as it appears your wife has an earlier mobile contract she cannot get out of because it has still two months to run. Don't you mean 'mis-bought'? Sure if you don't complete the minimum obligation of the earlier contract, they'll expect you to pay for any shortfall - just as the NEW arrangement will do exactly the same thing.

Whilst there is no excuse for any retailer being 'obnoxious' it is often a two way street when you don't hear the news you want. Unless the new contract phone or service has problems, it has been correctly supplied at the request of the purchaser, and if this means having to pay 2 or 3 months for an old phone's current service, that's a small price to pay for a spanking new handset.

Perhaps waiting until a prior minimum term has been completed will save this situation arising in future?

[locutus]

I agree.

If you requested your PAC code from your old supplier and they didn't mention that there was still time to run on this contract, shouldn't it be your old supplier that you are upset with?

[seagle]

My wife wasn't trying to get out of her current contract, she is more than happy with it. She was cold called by mpww.

They said her contract was coming to an end, which it wasn't for another 4 months.
They said she could keep her number by getting the pac code from her current provider without charge.
The letter from them to get the pac code took just over 2 weeks to arrive.
They added phone insurance she didn't agree to.
They said the network coverage would be the same, it isn't.
When she called one of their numbers after a missed call she got told 'This is no ****ing company'

If mpww had said 'your current mobile contract ends in 4 months, for £100 we can give you a new phone on an 18 month contract, or you can wait 4 months and get a new phone completely free'. I know exactly what my wife would have done then.

[MAD AS]

I Have Contacted Three, Several Times, They Are Very Polite But Reticent About Giving Information Or Taking Action . I Guess The Finacial Rewards Are Such That There Is No Incentive . I Have Made The Point That They Should Be Pro Active In Protecting Their Customers And Their Reputation. I Will Continue To Apply Pressure To Three, The Contract They Have With Mpww, Allows Then To Maintain Their "business".

[seagle]

Three have been in touch with us and have said that after reading the comments in this forum, and others, they will be investigating mpww with the full backing of ofcom.