Congratulations to Vodafone for launching advanced customer services directly on the handset to give its customers customer care and billing information in real-time.  This should be a facility that is available across all networks, which would then give the customer chance to control their spend better and to access customer services.

An interesting article survey the latest on mobile phone use from Yougov in 2006 does make you think, for example 56% of mobile users thought mobile use by motorists was bad, and 12 % said they regularly use it whilst driving, and that is a frightening thought and its increased since then.   Even today motorists are increasingly going back to the bad habit of using a mobile whilst on the move. 

Yes they will moan and groan and say who the hell is anyone to tell me if I can or can’t use it, but when that crash happens and people are dead or injured, it’s no good then feeling sorry for themselves the damage will have been done, so we say STOP USING IT ON THE MOVE!!! Get a hands free kit, or pull over or better still leave it switched off, how many have to be seriously injured before sense works its way into the brain of those who flout the law, or does it really take a member of their own family to be hurt before they take notice.

 A good point came up in the survey which was that 70% of users replaced their phones within the last 18 months, which begs the question, are consumers really happy with 18 month plans, especially when the manufactures bring out new models it seems every month. 

One thing that’s evident is that in 1987 the mobile was like a house brick, very few had them but they were easy to use.  Today in 2008 nearly every person in the country has one, they are as small, convenient, and means you are always in touch. 

BUT have we got too complicated in its functions.  Mobiles for business with lots of functions is great as most will use them, but the consumer, (and lets not assume that they are all 15-25 year old who can wiz their way through a mobile’s functions before I can say “help”) is getting more confused by all the functions and the key presses needed to access them.  It makes you wonder if manufacturers understand what people want and can understand, it’s great for the designers and programmers but it’s not what consumers like.  Having a lot of functions can be good, but the biggest complaint seems to be as one 43 year old called Mike said to me  “How the hell do I get to it, I’ve got a manual which would probably tell me, but I cant remember it all the time, why don’t they do hot keys like my PC!

Good point Mike!  Now there is a thought, hot keys to the more complicated functions would do well, that is where I like the Iphone very easy to get to those functions, very different from using joystick style keys and or having to press numerous times then ok or back, perhaps food for thought for the manufactures.

Finally back on the cashback crisis, an adjournment debate is going to take place at Westminster Hall at the House of Commons, London debate on Wednesday 5^th March (9.30 – 11.00 am) on “Dial a Mobile & cash back contracts” brought by Roger Godsiff MP, where the whole issue of cashback, dealers and Networks will be debated, following on from the debate it is believed that the Minister for at the Department of Enterprise, Business and Regulatory Reform Gareth Thomas MP will reply.

As usual, if any of the networks would like to contact us to discuss any issue, then please do so, you can contact us via email, or through this magazine or via tel on 0844 994 9702.  As yet we are still awaiting a feedback on the document “Managing Change – Securing the Future” from the networks.

If you are a dealer and would like to become a member of the IMPDA or just to get in touch to get advice, pass us information or stories, then we would be pleased to hear from you.  We are always happy to hear your views or problems so we can take these up.  We are asking dealers to come and join the IMPDA and don’t forget membership at this time is free.  Send an email to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or you can sign up at www.impda.co.uk

Here you will find media playbacks, where the IMPDA has appeared.

ITV Central News Tonight Wednesday 26th February 2008 (Snippit)

IMPDA Launch proposal document to solve breaches in Codes of practice House of Commons 20/2/08

Cashback Debate at Westminter Hall launched by MP Roger Godsiff

It has been an eventful day with an early start on the launch of the IMPDA proposal document, as usual traffic in London was almost as bad as the tube, or should that be a can of sardines, it certainly felt like it.  The discussion proposal document was presented to the media at the press conference at the Palace of Westminster, and copies have been circulated to each of the networks and Ofcom and MP’s. You can download a copy from the website www.impda.co.uk or from the Phone Dealers Forum.

We are of course now waiting for the results of the Ofcom review which should be early March, to see what suggestions they make following on from the IMPDA and Distributors meeting and of course the Proposal document. 

It was very interesting to read the reply by the Mobile Broadband Group on Mobile Today in reply to our point on compliance which was put to them by the press, what was missing though was no explanation as to why they had not enforced the codes of practice on some of the large retailers one of which we mentioned in the document, if as they say made 'strenuous efforts' to enforce the voluntary code on cashback and misselling then how is it that these large retailers some 7 months down the line are still in breach.  Perhaps the MBG could let us know when they will be contacting CPW and others in regard to that.

We have to say to those that may have heard a lot about the document we published on Wednesday, that this document is not set in stone, and is for discussion.  The framework is there and changes can be made in the proposal, however we will be waiting to hear at least the feedback from the networks hopefully before the Ofcom review is published.  We will also be contacting the Mobile Broadband Group to ask for a meeting with the networks to discuss this and other issues, because as we have said many times, the IMPDA want to work with the networks for the betterment of the future of the industry.  We are getting daily, questions and requests which need to be discussed with the networks from dealers all over the country.  The dealers now have a voice which they can use, as so can the networks for passing information back to the dealer community.

We are calling for all dealers to get in touch with the IMPDA  to give us their views or problems so we can take these up.  We are asking dealers to come and join the IMPDA and don’t forget membership at this time is free.  Send an email to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or you can sign up at www.impda.co.uk

What a January it was, the weather blew hot and cold, well down this neck of the woods anyway, you did not know whether to wrap up or get the sun cream out, with floods and everything else, I am convinced now that global warming is defiantly here.

Well it was a busy month in January with meetings with Ofcom and MP’s at the House of Commons, both were highly successful and we even managed to persuade Ofcom to have talks with Distributors as well, who have themselves now had their meeting, where they have blamed the large retails and operators, but not the small dealers. 

The IMPDA will be holding a special press conference on Wednesday 20^th February at the Palace of Westminster in London at 11am and all media are invited. (Any media wishing to attend please email us at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it ).   At this stage we cannot say further what the press conference will reveal except that it is radical and could change mobile sales in this country forever, it will help dealers, distributors and the networks, and of course the consumer.

Now here is an interesting one, which is another reason why legislation is needed.

Fiona Sherman asked for help from Ian Robson, Sunday Sun otherwise known as Mr Justice, over a lost cashback claim with Dial-a-Phone on the 3 network. Fiona had a deal giving a partial refund if she sends phone bills back. But her latest claim was rejected because she missed the deadline. And why did she miss the deadline? Because the bills were late in arriving. It was quite simply not her fault.

Fiona, of Seaton Delaval, Northumberland, said: “I am furious but they’re not budging.” This means people who have cashback deals are not getting their money because the final bills are sent out after the redemption period is finished.” Dial-a-Phone said: “We understand that there was some disruption to Ms Sherman’s bills.” Therefore, under these exceptional circumstances, we are arranging to pay Ms Sherman her cashback.”  We applaud Dial-a-Phone for paying her cashback, but I guarantee that many others would not, and from what I have seen in many hundreds of term & conditions lateness of bills is not catered for, so in fact in theory thousands could miss out on getting their cash.

With the advent of Simply3g going into liquidation, and now yesterday First Contract Mobiles Ltd and according to their consumer line they have suspended all cashback payments, the question is how many more are now going to be affected, and which disti is going to bear the brunt of the Networks claw backs again.  At this time we are still waiting for a response to our Ofcom meeting, but as another dealer bites the dust, we ask and who is next!  Who do you think will be the next to fall.

Currently 22 MP’s have signed the early day Motion so we have good support from parliament. We are calling for all dealers to get in touch with the IMPDA to support us in our push for change, or indeed just to give us their views or problems so we can take these up.  We are asking dealers to come and join the IMPDA and don’t forget membership at this time is free.  Send an email to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or you can sign up at www.impda.co.uk

Things certainly move quickly, with the meetings the IMPDA has had with Ofcom which was positive and constructive, to the meetings with MP’s at the House of Commons, it is encouraging for UK dealers as the move for change has well and truly begun.

An early day motion started by MP’s quickly rose in the number of MP’s signing in support, and our campaign for change is well underway with support from all quarters.  We would ask ALL dealers in the UK to email us so that we can keep them informed of events and updates.  If you feel that you would like to help us with donations then you can go to www.impda.co.uk to do so.

As widely reported Ofcom will be considering all options, and will be reporting back in March when they will answer our concerns detailed at the meeting with them on the 11^th January.  The IMPDA is also pushing for support for Roger Godsiff to get an adjournment debate on the subject on the floor of the House of Commons.  Dealers have taken the first steps for change of the industry and its important that dealers all over the country join together, whether you are a small villiage shop to a large retail store, or just a web based company, you can help us to help you by joining the IMPDA now.  It’s simple and free to join, just go to www.impda.co.uk and register.

We were very disappointed with a report from Charles Dunstone CEO of Carphone Warehouse on Mobile today mag who should know better, where he accused businesses who run cashback of setting up offering cashback and then collapsing the company to avoid payment.  This is an affront to all UK mobile dealers and such a person as Mr Dunstone should really look to their own company’s reputation and how they operate before making such a rash and unjustified statement.  He said:

Carphone Warehouse has defended its cashback deals in light of greater scrutiny on cashback promotions from Ofcom and bad publicity surrounding cashback.

CEO Charles Dunstone said: 'Cashback deals are a reflection of the aggression people have to get new connections. Subsidies are now significantly higher than the cost of the phones and the margins people are looking to make, so the residuals are given away as cashback.'

Several thousand customers were left with unpaid cashbacks after Dialamobile and Mobile Media Systems collapsed last year. 'Although Ofcom is looking at it, it is an issue for customers who have bought from very small outlets, and been promised cashbacks and [the companies] have gone bankrupt. It's an issue of fraud of people setting up a business, promising cashbacks and then collapsing the business rather than coming from networks or reputable businesses like ourselves.'

Dunstone added: 'It [cashback] will continue because that's the way the market is. If it was to stop we would make a lot more money, but I can't see that happening.' 

We have replied by letter to Mobile Today as follows:-

We as the IMPDA refute Mr Dunstone’s statement, firstly it is far more significant than several thousand customers who have been owed cash-back payments.  Secondly we do not agree that they have all been very small outlets, certainly they are not the size of Carphone Warehouse, but many including a reputable company like Chatterbox have been in business for 10 years and they are certainly not a company set up promising cash-backs, then deliberately collapsing the business. 

As he will know Chatterbox has evidence as to why they have been placed in the position they have, and it is not only an affront to those companies but to dealers in general to suggest such a wild accusation. 

I find it very hard on behalf of UK dealers to take Mr Dunstone seriously, especially when his own company has reported (BBC 7^th September 2006) £250,000 for mis-selling Insurance by the FSA, and now the latest reports (WHICH) 17^th January Carphone Warehouse 'broke data laws' involving setting up customer accounts and in the wrong names breaching the Data Protection Laws, I hardly find that reputable.

If Ofcom ban cash backs then Mr Dunstones own company will also be affected as they will not be allowed to operate cash back so I fail to see his statement of making a lot more money as if he thinks all other dealers will be barred except for his.  Only time will tell until Ofcom make its decision, however we would say this, if Dunstone would concentrate on getting thing’s right in his own company and making E2Save comply with Ofcom guidelines on the 30days which they are still have not complied with, then the UK dealer community would take him seriously.

The IMPDA do not support or condone companies that blatantly offer very high cash backs knowing that they cannot pay it.  We have already had meetings with Ofcom and will be meeting MP’s on the 30^th January.   We are committed to help solve this cash back situation for the good of the consumer and the UK dealers, we would hope that Mr Dunstone will support us in this but to imply that all uk dealers not the size of his company are acting in a way designed to deliberately to deceive customers has no place in the debate.

From the dark they came, through gloom and rain a spark of hope emerged, from all corners they gathered united in truth.  It sounds like a scene from what Faisel calls return of the Jedi, but it was the IMPDA and a group of dealers descending on the headquarters of Ofcom in London early in the morning for probably the most important meeting the dealers have ever had.  It was at last a chance to put the record straight, and to give the regulator first hand the true reasons why cash-back started and why it continues today.

For reasons of confidentiality we cannot say in detail what was discussed but we did cover areas of competition, the networks, the consumer, and much more.  The meeting was a positive one and the regulator now has a better understanding of what dealers whether they are shop owners to just web based or call centres have to put up with and how they are not treated fairly, and the wish for a level playing field.

We left Ofcom after an extended meeting with positive attitudes on both sides, and our recommendations for change for the industry and the networks.  As we said in our press statement (viewable at www.impda.co.uk) The industry needs now more than ever to change, and the time has come for the networks to work with UK dealers and not against them, both in communication and in competition.

Ofcom and the IMPDA will be meeting again in the future for further meetings, all we can do is hope that the networks will agree to have meetings with us also.

The IMPDA still has a meeting with MP’s this month, but already we are hearing that parliament has been following what the IMPDA is doing and they support us, so much so that, an Early day motion for debate on the floor of the house of commons is imminent.  We would in the view of this ask that the networks to agree to a meeting of a selection of dealers to discuss the problems and how we can move the industry on. The networks if they wish can email me at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it .

The iPhone goes on! More and more people want the phone, but despite O2’s protestations people just don’t like the crappy tariff its on.  We predict even more phones will be unlocked and we can only hope that both O2 and Apple have learnt the lesson of the launch and fall out that ensued and let their own authorised dealers sell the new 3G version when its released and not hold them back like they did with the iphone.  You have an independent dealer network so use it, you could have had more sales if you had first time around. Lesson learnt?  Well we will have to see……….

The IMPDA main site has now moved servers and also has now joined up with the PhoneDealerForum site, so if you log in from the main IMPDA site you will be logged into the forum as well.  The consequence means additional facilities on the site such as being able to comment on stories etc.

Due to the meeting with Ofcom this months Podcast was delayed but will be completed shortly. Look out for podcast announcements on the site.