“Prompt and couteous service but 1 niggle.
I filled out the dial-a-phone details to get the phone including my bank details for the DD mandate. I then received the phone with a blank DD mandate enclosed so rang you to ask if I needed to fill this in and return it having already given the details on-line. I was told that I didn't need to bother doing that as you had my details.
Fast forward a week or more and EE ring me asking for a manual payment for the 1st month and to give them my bank details for future DD's.
Like I say, just a small niggle...otherwise I'd have given you a better rating.
Cheers.”
Hi Ian,
Thanks for getting in touch.
We appreciate your rating and can understand your frustration. In normal circumstances you would not need to fill out and return the Direct Debit mandate as this would have already been completed online as you say.
Sorry for the inconvenience, hope everything else is well :)
Hugh
“Not sure what happened this time, but not satisfactory, because I am still waiting for my cash-back schedule and the vouchers nearly two and half months after I had purchased the mobile with pay monthly contract. The cash back schedule and the redemption papers were supposed to have been included with the package when delivered, but it wasn't. Have queried with the customer services by email who promised to send the schedule as soon as possible and before the first redemption would be due. But, when is it due? who knows, I have no idea. Please tell me so that I don't lose my entitlement to my cash-back. Thanks”
Hi Munir,
Thanks for getting in touch and leaving some feedback.
I'm really sorry over the delay in getting you the redemption schedule, I can understand how frustrating this must have been for you. I can see my colleague Tim has sent this on 23 July 2014 2 days ago so I hope that this has resolved the situation for you now.
Again, apologies over the delay Munir.
Thanks again for getting in touch.
Hugh
Hi Peter,
Thanks for getting in touch and leaving some feedback.
I'm sorry that we were not able to complete your order. I can see that you had selected the Galaxy S5 on EE. It appears the reason we were not able to offer you the contact was due to the credit check with the network.
Apologies if this was not communicated to you, I can understand how frustrating it would have been.
I hope that we can have you as a customer in the future Peter.
Thanks,
Hugh
“2 years back I have initially taken Vodafone contract through dial a phone and after completing Vodafone I thought of switching phone and contract to EE through dial a phone (Again...) but unfortunately it has been declined ...not sure why but only response I got is credit check failed then I verified my credit check and it's 746 with all green ...this time some how I am not impressed with dial a phone”
Hi Vamsi,
Thanks for getting in touch and leaving some feedback.
I'm sorry to hear that your order was unsuccessful, I am afraid Dial a Phone do not receive the direct reason as to why a credit check has failed.
I would advise to contact the network provider to discuss the cause further.
Thanks again,
Hugh
Hi Ann,
Thanks for getting in touch and leaving some feedback.
I'm sorry if you have not received your redemption schedule, I can confirm it was sent on the 16th April 2014.
If you would like to email your full details and order number to socialsupport@dialaphone.co.uk I will request these again for you.
Thanks again Ann :)
Hugh
“Service was good but I do have a concern about 0845 numbers which are very expensive and no warning is given about the changes for these numbers. This however may be the fault of ee/orange rather than yourselves. But if you could pass on this complaint that would be much appreciated.”
Hi Richard,
Thanks for getting in touch and leaving some feedback.
I can understand your concern over these premium rate numbers, these numbers do normally carry a pre-fixed statement that they will be "chargeable at the standard rate".
You may be able to add the premium rate numbers to your tariff package if you call Orange on 150 off your mobile.
I hope this helps Richard.
Many thanks,
Hugh
Hi Simas,
Thank you for leaving feedback :)
I'm sorry to hear you couldn't take a contract with us this time.
Hopefully in the future though!
Thanks again,
Hugh
“The e-mail send to confirm the order should explain that a credit check needs to be done before the purchase is confirm other wise you convince people that they will get the phone and another mail arrives to inform it was declined, when children are involved is very frustrating for them. I also do not see the point of sending me another mail to offer a cheaper phone after my credit was declined and the price difference is about £10.00 per month or £2.50 a week.Thanks and Regards”
“Despite spelling out my name and address the girl taking my order got both horribly wrong. As a result I had to go to considerable lengths to ensure I got my new phone. The direct debit documentation evaded my capture.
However, all has settled down satisfactorily now.
I am hopefull that things will improve.
M.Hutchinson”
Hi Mark,
Thank you for your honest feedback.
We are very sorry to hear that you have had trouble with your order.
I will feed this back to the team to ensure that they take the upmost care and that something like this does not happen in the future.
I am really pleased to hear that everything has been sorted for you now,
Thanks,
Katie
“After leaving o2 to go to EE(orange) I found the arrival of the phone delivery very quick,but when opening the box I noticed there was no headphones which was disappointing to see,also the phone SONY XPERIA M only had a 4 gb memory and even the option to offer NEW Customers a micro sd memory card was also absent,but overall the phone is very good but the lack of much needed extras such as headphones and memory cards did kind of give the impression of giving NEW customers the least amount as possible just to get them on board,I hope this problem of offering neither headphones or micro sd memory cards will get sorted out and I get the right response from dial a phone.”
“Service was ood and felt I got a good deal from the guy who called me to discuss my upgrade. After the call I checked the website and actually I had just been given the standard package you offer, so felt a bit conned.”
Hi Jack,
Thank you for your honest feedback.
It is good to hear that you felt you received good service with us, but I am very sorry to hear that you are upset with the deal.
We value every customer and we do our best to ensure that we meet the needs of each customer within our offers.
This is something that we will look into right away to ensure that this does not happen in the future.
Thanks,
Katie
Hi Fiona,
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 get someone to have a look into it for you and make sure that this is paid into your account.
Someone will be in touch within 48 working hours.
Thank you for your honest feedback.
Thanks,
Katie
“I was offered a good deal and was happy with the phone, however I had to ring up and chase delivery of my phone as it appears there was a problem with putting it through, I managed to get it delivered after providing mu direct debit details for a second time, however a direct has still not been set up. I'll now have to ring up as the online system is not working. Only downfall”
Hi Vicky,
Thank you for your honest feedback.
I am really pleased to hear that you are happy with the deal that you received.
I am very sorry that you had to contact us for a second time. This is not something that we want to hear, as everything should have been completed within your first call.
In regards to your direct debit, the details are sent to the network, so that they can set up your monthly direct debit.
For security reasons, you will need to speak to your network in order to set this up.
I am sorry for the experience that you have had, it will be sent back.
However, I am glad that you have received your phone and it is working fine.
Thanks,
Katie
“I have not received my cash back at all of £40 as promised. I have been waiting since February. The lady did my upgrade and took my account details. I had to setup my direct debit twice too.”
Hi Sarabjit ,
I am sorry to hear that you have had trouble setting up your direct debit, this should have worked the first time and I apologise for any inconvenience that this has cause for you.
In regards to cashback, this should be processed within 21 working days and I am sorry that this has not been the case on this occasion.
I have passed your feedback onto the team and someone will be in touch within 48 hours to resolved the issue.
Thank you for your honest feedback,
Thanks,
Katie
“Quite helpful on the phone when upgrading although I was slightly disappointed at the lack of tempters on offer to the new S5, probably because it's so new. Still waiting to hear about the gourmet society though”
“Sort of got talked into ee which I have wes promised was 'brilliant and it's NOT, I really need my phone and half the time there's no signal so would say I was miss sold and lied to.”
Hi Nina,
Thank you for your feedback.
I am sorry to hear that you have had trouble with your network connection.
If your purchase is older than 14 days and you still have problems with your signal, you will need to speak directly to your network 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.
Thanks,
Katie
“Enticed by a good deal on an iPhone 5s which arrived quickly however this is where the story turns from good to bad. It took approx 2 weeks from the arrival of the phone tom it working properly with data connection and number transfer being very problematic and souring the whole experience. Getting a new phone working should not be thisndfficult and I nearly gave up on the whole process. Service matters and this experience has not been a good one. Time to sort it out dial a phone !”
“Phone was delivered very promptly and was able to track delivery. However there was a problem in connecting to the network which took several days to resolve. Was advised to take phone into High Street branch of Phones4U as affiliated company but they refused to deal and was redirected to Orange. It was then necessary to make two more phone calls to Orange to get the phone connected. Cannot be sure if problem was the company or Orange but I felt they could have been more proactive in resolving.”
