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.
“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
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.
“Apparently Dialaphone couldn't prove my age however within minutes I was given a contract for the same phone elsewhere! Dialaphone would not give me an explanation and the gentleman I spoke to was very abrupt!
Would not recommended!!
Spend your money elsewhere folks!”
Hello Mary,
Thank you for your comments and feedback.
I'm really sorry to hear that you were not able to get a contract from us, 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 an order has been cancelled, so sometimes we can only provide possible reasons as to why.
In regards to the service that you received from the gentleman you spoke to, I do have access to your account so I can make sure that this is fed back as that is not what we like to hear.
Thank you again for your feedback.
Sam.
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
Hi Linda,
Thanks for leaving some feedback.
I'm sorry you did not receive any reason for the cancellation of the order. I'm afraid it had failed one of our internal credit checks.
Apologies for any inconvenience caused,
Thanks again for the feedback,
Hugh
“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.”
“my partenr spent a whole weekedn tryingto order but it kept cancelling the order as you didnt recognise the adress. He was promised £70 cashback. When i eventually ordered in my name i havent been credited with the £70. That is not acceptable. and i said i woudl cancel today as i am within my cooling off period but no one has contacted me so i will have to cancel regardless
Dr Burt”
Hi Elizabeth,
Thanks for getting in touch and leaving some feedback.
I'm sorry to hear you had problems placing your order and receiving your cash back.
I can see the cash back has since been raised and successfully received now. Apologies for any inconvenience caused.
Thanks again,
Hugh
“I took 4 contracts through dial a phone and I am very happy. Very good offer and cheaper than through Vodafone or orange etc. Cash back is also very good option and easy to receive. The only thing is that they change recommend a friend and it can by done just through the phone (before, the person who I recommend to could write my number phone when order a contract online) and some of my friends doesn't speak English. Very good customer service.”
“Ordered an Iphone 4 on the orange network. All was ok with this until I got a phone call from a lady in another part of the country, advising me that she had my Orange welcome letter and that it was addressed to her son!! On contacting Orange, I was advised that as this phone was not registered to myself they could not discuss this matter with me. Even though I said I was sitting with the phone in my hand and I had just got it from Dialaphone. Contacted Dialaphone who advised that this was a problem at Orange's end. The lady who had phoned me (who I do not know but thank goodness she took it upon herself to contact me, as I would never have been able to get this sorted out) was then phoning Orange to try and get this rectified. As usual, both side's blaming each other. Me in the middle not sure who had access to my personal details but I certainly didn't. 3 weeks later and after numerous phone calls to Dialaphone and Orange, Dialaphone said they would cotact me within 5 days with an explanation. 2 days later got a call from Dialaphone. Saying they had escalated the problem and it would take another 5 days to resolve and they would contact me to let me know when this was sorted. The poor lady and her son, who had originally contacted me to let me know about the letter, sorted this out for me. Not Dialaphone or Orange. Terrible, terrible service from both providers, and guess what? After 5 days no contact from Dialaphone or Orange. It was again the lady with the letter who called to let me know that she had eventually got this rectified. Absolutely disgusted with this service. Incapable, Incompetent, a data protection breach surely. no apologies or compensation offered. I would not recommend anyone to buy a phone from Dialaphone and wish I hadn't bothered.”
