“My rating is because after accepting a deal on the phone I feel is not as good for me as going into the shop and getting all the advice and help I have had in the past from being able to go when I need to it.”
Hi Marie,
I'm sorry you didn’t feel the service was as good as previous ones you may have had.
There is a 7 working day cooling off period for new contracts if you feel the deal is not suitable. We may be able to check if there any deals more preferable.
If you are within this timescale please feel free to call us on 08448 712251 or email socialsupport@dialaphone.co.uk.
Many thanks,
Hugh
“Not entirely happy. I feel I was pressured into making a rash decision by the sales agent. I am happy with the phone but am paying more than I should for it. The customer care was also a little poor when trying to sort out the fact that i was pressured into the sale. Furthermore I was sent the wrong gift which was free with my contract. All in all not a great experience but I am tied in now. Use them with caution.”
Hi Philip,
I’m sorry you feel you were pressured into the sale. Rest assured Dial a Phone do not encourage this form of selling so I apologise for the experience you have had so far.
In regards to the problem with your free gift, has this since been rectified? If not, please feel free to email socialsupport@dialaphone.co.uk and I will be happy to investigate further for you.
Many thanks,
Hugh
“Was offered the the phone I wanted only to see that there was no connection on the phone. Made numerous calls to customer services where I had to go left and right to tmoblie and dial a phone. More than two weeks passed but still no joy when I got really angry and was put through to a manager who then sorted it out. I did get a months bill paid off by dialaphone which is why I have given two stars but the initial experience was a nightmare. However, I was given the best deal and I really like my phone.”
Hi Sameena,
I’m really sorry you had that experience. As you can imagine it’s not what we want for any customer.
I’m happy to hear the issue is now resolved and you’re enjoying your phone and tariff. If you have any further queries please feel free to email socialsupport@dialaphone.co.uk.
Many thanks,
Hugh
“Phone was shipped without a sim card, when one was sent it was the wrong one. Impossible to get hold of anyone at dialaphone. In the end it was EE who sorted it out for me, had to wait 2 weeks after getting my phone until I could even use it.”
Hi Nicholas,
I’m really sorry you’ve had this problem. I can imagine how frustrating it must have been not being able to use your new phone properly for that length of time.
I’d be happy to look into this further for you Nicholas. Please feel free to email socialsupport@dialaphone.co.uk with your details and we’ll be in contact within 2 working days.
Many thanks,
Hugh
“Relatively good service, however the telephone operator spoke too quickly and did not stress that as this was an upgrade that there was no redress / cooling off period. The pressure to sell was too aggressive.”
Hi Alison,
I’m sorry you felt the sale was too aggressive, as you can imagine it’s not the experience we want for any customer.
If you do experience any more problems please don’t hesitate to get in contact. Feel free to email socialsupport@dialaphone.co.uk with your details.
Many thanks,
Hugh
“The rep on the phone was very nice, but he told me I was getting something that turned out to be not true, he also told me I was dues for a free upgrade and today got charged by Orange, who said that my contract was put through as a new one and not as an upgrade, so Dialaphone cancelled my contract without my permission and created a new one so I was charged cancellation fees although I was due to upgrade in less than a month... I feel scammed and robbed as every month money for unknown charges is going out of my account.
I would appreciate if a manager would call me to rectify all the mistakes...”
Hi Simona,
I’m sorry to hear that you’ve had these problems. It’s not an experience we want for any of our customers.
Please be aware though that Dial-a-Phone cannot cancel any existing agreements you have with your network provider. If the problem is that you requested an upgrade and were given a new connection please email socialsupport@dialaphone.co.uk so we can look into this further.
Many thanks,
Hugh
“Awful. Had to submit my order multiple times to get it through as it kept getting rejected. No reason was ever given for the rejections. Customer service were totally inept at resolving the issue.”
Hi Farnaz,
I'm sorry to hear you had problems placing a successful order. Did you check the My Account feature on the website? It should have given a reason as to why the order could not proceed.
Thanks,
Hugh
Hello,
Apologies for the wait to receive your redemption schedule.
If you would like to email your full contract details to socialsupport@dialaphone.co.uk I make sure these are sent as soon as possible.
We look to reply to any correspondence via email within 2 working days.
Many thanks,
Hugh
“Very unsatisfied with dialaphone. As with all contracts there is a 24hour cool down period. I changed my mind almost as soon as the sales call was ended and I was told there is nothing that they will do about it. I was told that the contents of my previous phone would be transfered over by a simple text, this was not the case and after only having the phine in my posetion for less than 7 hours they cut off the simcard in it forcing me to use the new one eventhough none of the old sims contents were available to access anymore. This meant that all contacts were lost. Some friendships are built on direct contact not social media and because of dialaphone I now have to wait for a random phone call from them to get those numbers back. I found that the sales team are nice until you agree to a contract and then they hurry you through the process with little friendlyness. Its as if they thansfer you to a automatic system. Very impersonal. I will never recommend these to anyone ever.”
Hi Laura,
I'm sorry to hear you would not recommend Dial-a-Phone.
There is a 7 working day cooling off period for new contracts purchased over the phone or online with Dial a Phone. However, this policy does not extend to upgrades, this is because an upgrade is a continuation of your previous contract.
If you are an upgrade customer we are, however, able to look into alternative handsets if you do not like the current one aslong as you are within 7 working days and . This timescale begins the day after delivery.
Many thanks,
Hugh
“Was offered a free Samsung Tab3 with the phone contract. It didn't arrive and had a real battle to get it. They finally listened to the recording of the contract agreement phone call and I got it.”
Hi Susan,
I am sorry to hear that there was problem in receiving your free gift and for the fact that it had to be disputed.
This is not the kind of service that we wish to provide and this feedback will be passed onto the team to ensure that they take great care when processing future orders.
I am really pleased that the issue has now been rectified and offer sincere apologies for any stress caused throughout the delay.
Thank you for your feedback,,
Katie
Posted 10 years ago
Hi Susan,
I am sorry to hear that there was problem in receiving your free gift and for the fact that it had to be disputed.
This is not the kind of service that we wish to provide and this feedback will be passed onto the team to ensure that they take great care when processing future orders.
I am really pleased that the issue has now been rectified and offer sincere apologies for any stress caused throughout the delay.
Thank you for your feedback,,
Katie
Hello Brian,
I am sorry to hear this,
If there is automatic cash back included in an order then this is processed within 21 working days directly into your bank account.
We have got access to your account number, so I will send for this to investigated further for you. Someone will be in touch within 48 working hours in order to resolve the issue.
Thank you for your honest feedback.
Thanks,
Katie
“wasnt very happy with the package. the lap top i recieved is completely differant in spec to which you offered when i tookout the contract also the phone is poor all in all not very happy.”
“Hi
Samsung Galaxy Tab 3 which i bought from you is not working. It just 2 1/2 month old. I am not happy with piece and I am not happy with customer service.
Thx
Bhanu”
“I bought an Apple iPhone 5C on a fixed contract, with a rebate option.
Despite two phone calls to dial-a-phone months ago, I am still waiting for the rebate schedule and instructions/terms to be sent through by post or email!!
Therefore my rating is based on this poor service.”
“Its the first time I have bought a mobile on line would not do it again it took me 3 weeks to get connected, + 2 Phones + 3 sims I wish I had gone to high street at least they could have helped me straight away. I lost count of the number of times I telephoned dialaphone. In the end I had to go into store and ask for their help it took 5 minutes for them to set me up.”
“I always cotacted dial a phone for my phone contracts x3 and upgrades, but this year dial a phone has been taken over by phones 4 u. I found the deals and level of service has taken a turn for the worse.
I will not use phones 4 u again, i had a lot of problems due to their incompetent staff, i had to contact Vodafone direct to resolve my issues.”
Hi Martin,
Thank you for getting in touch to leave feedback.
I'm sorry you feel the deals were up to the level you had previously had. However, Phones 4u have owned Dial a Phone since 2008 and so I can assure the takeover has had no affect on this.
I hope we are able to offer you a contract in the future you feel is suitable as a valued customer of ours.
Thanks again,
Hugh
