Dial-a-Phone... Dial-a-Problem (dialaphone.co.uk)

Member Name: gpsharp

Product:	dialaphone.co.uk
Date:	29/08/01 (898 review reads)
Rating:

Advantages: Some good deals

Disadvantages: Very poor customer service, Poor communication

I am not one of those people who when they get a bad service from a company, I feel I have to sit down and write an opinion on it. But I think the bad service I got from Dial-a-phone is justified.
My problems began with Dial-a-phone when I decided I needed a new mobile phone and so I browsed both the Internet and newspapers for the best deals (I know I know I should have used Dooyoo).
Finally I decided that Dial-a-phone were offering the best deal for my needs, and despite two of my friends having problems with them I decide to give them a try.

Here is a diary of events on what happened:

Thursday:
Rang Dial-a-phone to order my mobile phone. The operator from Dialaphone took my order including my bank details for the set up of a direct debit. He also explained the terms and conditions and informed me that I had to be present with proof of identity when it was delivered the next day. Because I would be at work the next day I asked if it could be delivered at work, which did not seem to be a problem.

Friday:
3.00pm still no mobile phone. Called Dial-a-phone to find out what was happening. They said they would call me back.
4.15pm called Dial-a-phone to see what had happened. They then informed me that they went to my home address by mistake and would have to re-schedule the delivery for Saturday morning.
Being a forgiving person and accepting that we are all human, I agreed the next day delivery.

Saturday:
11.00am still no mobile phone. Called Dial-a-phone who said they would find out what has happened.
12.15pm chased Dial-a-phone to find out what was going on. They then informed me that they had no details of any delivery of a mobile phone to my address and I would have to phone customer care on Monday to find out what had happened.


Monday:
9.30am Rang Dial-a-phone to check if my delivery details were correct and request I will need this mobile phone by midday or I will cancel. I a
lso requested to speak to a manager/supervisor to express my complaint in the service that I had received so far. They said they would get someone to call me back.
After this I had to attend a meeting at work which finished at 11.30am.
12.00 noon still no mobile phone and no call back from any manager/supervisor. I then called Dial-a-phone to cancel my mobile phone and asked to be put through to someone in authority straight away. After a few minutes I was put through to a supervisor and related the whole story to her requesting a confirmation on the cancellation either by post or e-mail.
For the first time I got an apology and was told this should have never happened and a letter will be sent out in a few days.

Needless to say I never got a letter confirming my cancellation or an apology letter and four weeks later received an itemised bill for a phone that I had never received. This I was told had indeed been cancelled and I should ignore it although I will be checking my bank balance regularly just in case these people try to take money out of my account.
As I said previously, we are all human and we all make mistakes. But what annoyed me most was that I had to chase these people all the time, and not once did I get a call from Dial-a-phone and have never experienced such a poor and unprofessional service.

My advice steer clear of Dial-a-phone or take the risk if you want, and ask anyone else of any bad experiences they may of had.

Summary: