“I'm in a position where I have to pay for 2 phones at the same time. Apparently going from T-Mobile to EE is an upgrade not a new contract and my old number could not be ported across as a result. That means I've also had the hassle of trying to update my phone number with everyone too. I've had it for over10 years. That makes me very sad. Dialaphone say it's EE/T-mobile 's fault. EE/T-mobile say it's Dialaphone's fault.I'm just the customer who has to pay and no one is bothered to help me.”
Hello Ann,
I am really sorry to hear this and I am so sorry for any inconvenience that it has caused.
I can confirm that you are unable to transfer your number from T-Mobile to EE unless it is an upgrade that you're processing.
In regards to the 2 contracts that you've got running, what I will do is email you for some more information as I want to make sure that this is sorted, and if there is anyway we can help out.
Thanks again for getting in touch.
Sam.
“Customer services made promises that they repeatedly failed to fulfil. Also on one occasion customer services stated that they did not have access to any systems so could not help me but would arrange for someone to call me days later. Not very helpful. Redemption claim made and E mail received from them saying I would have cheque within 14 working days. Today is working day 15. It has still not arrived.”
Hi Melanie,
Thanks for getting in touch and leaving some feedback.
I'm sorry to hear you did not receive a callback regarding your account. All Dial-a-Phone orders processed after the 28th January would have any redemption payments made as a BACs payment not cheque.
If you have an account created prior to this date I can look into this further for you. Please feel free to email socialsupport@dialaphone.co.uk with your full details and reference number and allow 2 working days for a response.
Thanks again Melanie,
Hugh
“I did not appreciate having to send a tweet and make two phone calls to simply get an acknowledgement email from my order. As per all other websites, a simple email received instantly after ordering is vital to the customer experience.
I also thought it was strange that I received a phone call asking if there was a reason why I had not ordered.
Other than that, the phone arrived fine when expected.”
Hi Mark,
Thanks for getting in touch and for leaving your feedback with us.
I’m so sorry that you've not been kept up to date with the progress of your order, you do access to your ‘My Account’ facility which will provide you with information about your order.
I will make sure that this is passed on for future consideration, so thank you for highlighting this to us.
Glad to hear that your phone has arrived! :)
Thanks,
Sam
Hi Daniel,
Thanks for getting in touch and leaving some feedback.
I believe my colleague Sam has emailed you details in regards to the Credit Check.
I'm sorry we could not process your order.
Thanks again for getting in touch.
Hugh
Hello Jason,
I’m so sorry about this and the inconvenience that it has caused.
You may have noticed that we have had change with our website based on feedback we’ve had in the past from customers – we hope you like it.
Due to this, if you had purchased a phone from us prior to the 27/01 you will no longer have access to the ‘My Account’ facility. I’m so sorry for the inconvenience that it has caused. If it is that you need any account information then please feel free to email us as socialsupport@dialaphone.co.uk and we’ll be more than happy to help.
If you do make a new purchase from us, then you will have access to the new and improved ‘My Account’ facility.
Thanks, Sam.
“I received my upgrade but it was faulty. I rang technical then put me through to customer services who said they will send me bag so i can return the phone it will take 3 to 5 working daysand once they get it back they will send me a replacement. I rang customer services on monday and they said i am still in the 5 day limit as it was sent out on the 1st july. It is now 8 working days and no bag. This is delaying me receiving my replacement. Which means i am paying extra in my monthly contract but no upgrade phone to be able to use. I am not happy at all with service.”
Hi Tracy,
I'm so sorry for the delay in receiving your pre-paid bag, we do advise to allow a maximum of 3 to 5 working days to receive this as it will come through the post.
I've taken a look into your account for you and I can see that another bag has been sent out. What I will do is make a note in my calendar for the end of the week and check that you've received this.
I'm so sorry for this delay.
Kind Regards,
Sam.
Hi Kathy,
Thank you for recently getting in touch and providing us with your feedback.
I'm so sorry that your order was not successful and that you have not been provided with information.
When you place any order with us it will be subject to the relevant checks, the checks that it will complete are a security check and then a credit check with the network you have chose.
For security reasons we don't always get the information back from these checks, which I know is frustrating.
I am really sorry for the inconvenience that has been caused, and I will make sure that your comments are passed on.
Many Thanks,
Sam.
Hi Karen,
Thank you for getting in touch.
I'm really sorry that you're order has been unsuccessful. All orders that have been placed are subject to the relevant security and credit checks. Once your order has completed these checks you will be sent an email with the outcome.
I'm really sorry about this and for any inconvenience that it has caused.
Thanks, Sam.
Hi Nicola,
Thank you for your comments.
I'm sorry that we couldn't get you a contract, all orders that are placed are subject to the relevant security and credit checks. By all means you can replace the order if you like, I would just make sure that the card you're using is registered to the delivery address and maybe try a different network as the checks can vary.
I am so sorry for the inconvenience caused. Thank you for your comments.
Thanks, Sam.
Hello Tatjana,
Thank you for your feedback and comments.
In regards to the order that you've placed, all orders are subject to the relevant security and credit checks. What I will do is take a look into your order for you to find out why this was cancelled and drop you an email.
I am really sorry for the inconvenience caused.
Thanks, Sam.
Posted 9 years ago
Hi Tatjana,
Thank you for leaving your feedback.
All orders that are placed are subject to the relevant security and credit checks. We don't always get the reason back as to why the order has been cancelled, for security reasons. I do have your order number so I can take a look at this for you and send you an email with some more information on.
I'm so sorry for any inconvenience caused.
Thanks, Sam.
Hello Sradhha,
I'm really sorry to hear this and for any inconvenience that it has caused.
When you do order from us, your order will be subject to the relevant checks. The checks completed will be an internal security check and also a credit check with the network you have chosen.
I am so sorry for any inconvenience caused. Please feel free to speak to our Sales Team for more information:08001 837902.
Thanks, Sam.
“Bought over the Internet. The first phone had a failed SIM card reader which was not easily identified by customer support. \it was eventually sent back but I was' pillar to posted' by customer services and technical support and at one time even told to go to Orange in the High Street and ask them to replace the phone free of charge!!!!! All in all it took over a week to get the phone that worked. Stressful as I went abroad the day after it was finally sorted. Secondly it took three live conversations and an email to finally get the redemption payment dates sent to me. I was repeated told they had been sent to my email address when clearly they hadn't as other information had been received from you about other aspects of the phone - so why not the cashback dates?. Not sure if this is deliberate in order for the customer to say 'You know, I don't think the cashback is worth the hassle!'. Not a happy experience I am afraid.”
Hi Louise,
It is really great to hear that you feel you received a brilliant service from us, it is so pleasing when a customer is happy with our offers and service.
I am sorry that you are having trouble with your network provider,
If your purchase is older than 14 days and you still have problems with your network then you will need to speak directly with your network provider who will be able to advise and resolve your issue.
They will run a diagnostic check which will assess problems you may have with your network connection.
Thank you for your feedback,
Thanks,
Katie
“Great deal on phone but was told what i wanted to hear about delivery not the truth . Had to collect handset from depot a week later as they would not deliver to another address as told by your sales man .”
Hi Jon,
Thank you for your honest feedback,
It is really great to hear that you are happy with the deal that you received, we really do strive to ensure each customer has the right phone and package they desire.
We pride ourselves on being able to provide a quick delivery service and you should have received a text message from DPD on the day of your delivery, stating your designated time slot for delivery.
For security reasons, we can only deliver to the address that is associated with the card used for payment, but I am glad that you have received your phone now.
Thanks,
Katie
“This was the first time i have used D A P after coming over from Ph 4 you. And after all the probs i had with them i found myself with another load of problems from Yourselves. I found that Cust service staff were very unhelpfull and that a few times i had to talk to a Senior Manager to get the help i needed. This is not the way to encourage new Business and the number of mistakes that were made was very poor.
Mr A Boath”
Hello Arthur,
Thank you for getting in touch and leaving some feedback.
I'm really sorry over the experience you've had. I can see on your account the issues seem to now be resolved, and I thank you again for getting in touch by phone on the 26th June and thanking the agent for their help.
This was much appreciated, and I hope the remainder of your contract runs smoothly. Please do not hesitate to get in touch should you have a query.
Yours sincerely,
Hugh
“Person I dealt with at time of call was lovely and very helpful. Took my details for direct debit and advised my contract would change over from t mobile to ee without any changes to payment dates etc. After my phone came 3 days later than it should of and my t mobile contract was cancelled by them so had no phone for 3 days. They also did not tell me ee would take a months bill upfront although this did not happen as they failed to set up my direct debit resulting in having to pay 2 months in one go and having to set up the dd myself.”
Hi Julie,
Thank you for getting in touch and leaving some feedback.
I'm sorry to hear that you had a few problems whilst upgrading, please accept our apologies for any inconvenience caused.
I can see on your account everything seems to be running smoothly now and I hope the remainder of your contract continues along the same line.
Thanks again Julie,
Hugh
“My sim old T-mobile sim card was cancelled before my new ee one was activated and was phoneless over the easter weekend and it required a lot of phone calls to sort out and also I had something in my phone pack saying I would receive a code entitling me to a voucher to spend in the sony store app via email but have not. Other than that the people I have spoken to were friendly and professional.”
“Worst phone ever z1 compact , got told the screen was scratch proof , well no it ain't , had a galaxy for 2 yrs mint condition , I phone 2 years mint condition git the z1 compact 2 months in looks like it's been blown up”
Hello Gavin,
I’m sorry that you feel this way, I’ve taken a look at this and the Sony Xperia Z1 Compact has scratch resistant glass on the display so will not be scratch proof. Therefore dependent on the force to the screen it may not sustain this.
Thanks, Sam.
