written by DoubleE14112 on 12/08/2013
Sent my phone off to be repaired to them 2 weeks ago and I have only just got a phone call back, despite hem saying it would be back during these 14 days, saying I have to pay £125 due to a cracked screen which wasn't the reason it got sent off in the first place. They were told it had a cracked screen before we sent it and said they would send a quote for it to be fixed on top of the problem which it was originally sent off for, which never even arrived. Disappointed and angry that I am being ripped off like this, the phone is under warranty still and they never mentioned at all that due to the cracked screen we have to pay for repairs. Would avoid this company and stick to the ones you trust!
written by MatthewEllison on 04/01/2013
I have just wasted nearly three weeks trying unsuccessfully to get a contract with Orange through Dial-a-Phone. Initially Dial-a-Phone advised me that I had not met Orange's customer criteria, and that my order was therefore cancelled. I was surprised by this because I have had a phone contract for 15 years, and have never before had credit refused. When I followed up with Orange, it turned out that they simply required proof of my current address. I faxed this immediately to the fax number that they gave me. When I informed Dial-a-Phone of this, they told me that they had no procedure in place for these requests from Orange, which is why my order was cancelled. What then followed was an extremely frustrating series of calls over the next two weeks when I tried to get Orange to process my proof of address. The pre-sales service that I received from Orange during this period was, in my opinion, extremely poor, and they have been unable to confirm or deny receiving my fax (despite that fact that I have now faxed it through twice). I received conflicting information from Dial-a-Phone who seemed unable to make up their mind whether they were able to help me or not. My overall conclusions resulting from the experience are: - Dial-a-Phone appear to have no proper procedure in place for communicating with Orange in such circumstances. The Dial-a-Phone agents told me that they couldn't help me and that that I should go direct to Orange - Orange's pre-sales service is so unhelpful that I would not now choose to be a customer of theirs.
written by on 19/10/2012
On the day of delivery received a message for me to call them! For 1/2 an hour tried various times using difference options provided on their automated service & still didn't get to speak to a person - sent right round the houses so gave up & emailed them. Am awaiting some sort of reply - here's hoping!
written by on 11/09/2012
Bought a contract phone from them Mid July. Credit to Dialaphone, it came within 2 days and good email communication. Problem started when had to return phone a week later due to fault. Won't bore you with all details, but it took over 5 weeks to get replacement with constant calls from me to asking where replacement phone was, etc. Kept getting fobbed off with different excuses, promises of call backs for updates, etc. from them. Never happened. Good initial delivery, but let down by poor after sales service.
written by Alsomadashell on 17/11/2011
I tried ordering a Samsung S2 through their website, at a good price. The first time I had the wrong expiry year for my card. I corrected it and resubmitted twice more. Still rejected. I phoned the bank and found their website had been sending the same wrong date for all three attempts. I get a call from local support the next day to try to sort out the issue (they were polite). I try to provide payment details on the phone, but am told that 'I don't have £1 in my account for Vodafone to confirm my identity'. They say they will call me back after I contact my bank. I phone my bank and clear a block they had put on dial-a-phone (do they get a lot of fraud with Dail-a-phone?). Dial-a-phone don't call back, just put an order cancellation on my account. I phone sales (Indian call centre who ask me to speak up despite their loud music in the background) and they say that they can't sell me a phone as I have failed their security checks. 'Mr Marks' the manager supposedly says there is nothing that can be done. 30 minutes later I have bought the same phone from O2's website, with no delays or problems. I have wasted about 1 hr on the phone and websites. Dial-a-phone, f**k you.
written by AlanHarris2000 on 12/09/2011
Ordered on a saturday, turned up on a tuesday. Good phone, good price, free laptop, everything ok. AND THEN - the speaker on the phone broke so you cant hear the call, an O2 technician in the o2 shop confirmed it was a fault. O2 would not repair or swap the phone, as it was bought through dial a phone. DialaPhone do not offer a swap service, they send an envelope, the phone has to be sent off, and in the meantime, you have no phone. Called the insurance company, and they dont offer a replacement phone service either - what is the point of the insurance if you end up without a phone for several weeks ? Have tried to cancel the contract, dialaphone say I could only do that in the first 7 days, everyone else is 28 as far as I know. I will never, ever use these people again, stay away and go direct to a network providers website, e.g vodafone.co.uk or o2.co.uk
written by n096150 on 25/07/2011
Quite simply if you can't get the address right on a delivery and your a mail order company,you might as well not bother. I recently ordered an upgrade and where I haven't seen a better offer anywhere else it is apparent that the company cut their costs on the quality of the staff. I had specifically requested the handset to be delivered to a work address, which they did and at the same time set the SIM card to the other side of the country at a billing address I'm rarely present at. I have a phone, no SIM card and the added expense of having to get other people to send through parts of my package. Another boring case of a company not getting the fundamentals right. I have tried contacting by email by had no response, disappointing!
written by on 15/05/2011
I ordered an upgraded from dial a phone and they were very quick and helpful i recieved my phone 2 days after placing my order which was very fast, but after recieving my phone i found that it had not been connected yet it states that phones will be connected within 48hrs thus saving money for the customer, but it has now been 3 days and i am still unable to use my phone tried phoning dial-a-phone but customer service are off today. you can still place orders over the phone but you can not ask for help.
written by andrewwyles on 09/01/2011
I was looking for a new contract phone, the Blackberry Curve on O2 with 1000 mins, 750mb internet and unlimited texts all for £35 a month was advertised on dialaphones website. I was pleased with the offer, especially as it came with a free 320gb PS3 (worth nearly £300) I placed my order on the 18th December 2010. I chose to have it delivered to work address on the order form. (on Monday 20th December I was emailed asking for a fax of proof of work address - I did this within an hour). The phone was meant to be delivered by 21st December, in time for Christmas.
It didn't arrive until 5th January. more than 2 weeks late.
In the meantime, I spoke to the customer service team many times, who told me various things, once I was told they'd sold out and were waiting for delivery of new stock, then I was told I'm signed for the phone already, ('they had a signature') then I was told i needed to call royal mail, (who hadn't had the parcel either')
Everytime I called, I spoke to very polite staff, who just didn't have a clue, My parcel was in limbo for a fortnight and no-one knew where it was.
My concern wasn't so much the late delivery, just the inacuracies of information given. I had my first phonebill a week before I had my mobile phone. They registered me with O2 the day I ordered the mobile, I was paying line rental for two weeks before receiving the phone.
Not great Dialaphone, I won't recommend you to a friend, not even for the cash bonus if I do so!
written by on 10/07/2010
I ordered an O2 contract with free xbox elite. I have no complaints about the online ordering and the delivery was quick and on the date specified. Both the phone and free xbox came together in the same box.
But what I am annoyed about is them making you take phone insurance and gadget insurance as a condition of the sale. I received paperwork regarding the phone insurance and therefore was able to cancel this with the bank before they took a payment. However I received no paperwork regarding the gadget insurance. The other morning I noticed a direct debit of just over £17 being taken that day, luckily as it was same day the bank could recall it and I have now cancelled this.
I am sure that it is against some regulation somewhere for them to force customers to take these two insurances. It is even worse when you receive no paperwork but they just help themselves to some money from your bank!
written by on 04/09/2009
Great prices but godawful automated customer service line. I ordered a phone on Tuesday to be delivered to my place of work, when it didnt arrive next day as promised I looked at my account on the website to find a message telling me Dial-A-Phone wanted to speak to me regarding my order and I should ring a number. The number was an automated line which couldnt find any details about my order. I tried every option possible to try and speak to an actual person but there simply wasnt that option. The only way to speak to a person is to call the sales line, who will then pass you to customer services (real people) to assist you. I was told that they wouldnt post my order to my work until I proved that I really did work there (despite ordering from my work e mail address)but couldnt tell me HOW to prove that I work where I work. In the end I opted to have the phone delivered to my home address (No proof needed for that one) and that it might arrive today (Friday)Or Monday, or for an extra £5 I could have it on Saturday morning. So all in all I have been waiting 4 days and still dont have my phone. This after being promised free next day delivery. I dread to think how hard it will be to send back if it doesnt work. Not impressed so far and I dont even have my order yet.
written by sunike on 25/06/2009
placed order on monday.should be delivered on friday but they needed proof of adress so i gave it to them.so far no problem,but will see on monday,that the delivery day now.people if you want to speak with somebody from dial a phone dont call the automatic lesbian terminator voice....call the sales hotline and so you dont have problem.the thing is that their will their will answer becouse they think that you are a new customer......try for yourself
written by liellys on 06/08/2008
I bought a Samsung U600 purple on PAYG, and was very pleased with the price. However, the condition, as in most retailers, is that I purchased £10 top up, which was never credited to my account. I emailed them and called a couple of times. They even called me back once in response to one of my emails, and I believed the situation was going to be sorted, but it never happened. Eventually I gave up trying.
Now I am once again hunting for a bargain phone. This time, it's a contract for my husband. I found a fairly good deal on their website, but I just can't trust what they promise any more.
written by on 22/04/2008
Dial a phone dont get any phones from them. I recently got a new contract for 12months and i was told i have got 12months peace of mind
But i was surprised when then told me i could not cancel the contract only after three days of having the phone.
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Guest's Response to n096150's Review
Written on: 26/07/2011
I have recently received a call from the company, with an apology and a good will gesture to reimburse the postage cost. I've been proven wrong.