Dial-a-phone Appaling Conduct Help!!!

p0eticjustice

I am absolutely disgusted at the level of service i have received today. I called this morning to upgrade my old handset to the Samsung F400. I specifically wanted to upgrade because i was at the end of my current contract and confirmed this with the sales representative. I only chose dialaphone because they seemed to be the only one with the phone.

However when i received my confirmation email it stated that i will have a new number. Now from my understanding upgrade means just signing up to a further term and receiving a new phone.

I called through to a gentleman who confirmed that yes a new contract had been set up when i specifically said upgrade (i hope they record and listen back to their conversations) so i will have had 2 contracts running at the same time if i had accepted the phone. What’s even worse is he offered a mediocre apology which was obviously from a script and he said he could do nothing more to help but just refuse the phone.

Furthermore to make matters worse i am now told that the credit search will remain on my file. I want this taken off as i did not agree to a brand new contract how do i remove it? and i have been charged £5 surcharge which i have to dispute because its a Royal Mail cost.

They even had the cheek to say wait a few days after refusing the phone to re order another one whereby i will have another credit search conducted.
Has anyone else had any problems with dialaphone?

Also how do i get this search removed as i NEVER EVER AGREED TO STARTING A NEW CONTRACT.
Sorry to rant im just soo annoyed at the cheek of them and the appalling customer service i has received from poorly trained staff who don’t even know what phones they’re selling.
I have emailed their customer services department but am optimistic as to whether they will respond back as unfortunately i only read reviews after i tried to upgrade

Steve_xx

The first thing to be worried about is to ensure that you do not end up with two contracts running. You should be protected under the distance selling regulations. You have seven days to cancel, so be sure you don't fall foul of it. See here for details of it:

http://www.oft.gov.uk/advice_and_resources/resource_base/legal/distance-selling-regulations/

To be on the safe side I would write to them via Recorded Delivery, informing them that you reject their offer as it was not what you had specified.

I'm not sure that the credit search can be removed from your file. But this may not be a serious thing to worry about unless you're having lots of searches done.

virgo17

p0eticjustice wrote: »

Has anyone else had any problems with dialaphone?

One thing you need to know is that Dialaphone are no longer the company they were. Recently they were aquired by Phones4U and you can therefore expect their trading practices to change from what they were a few months ago. If you saw the recent programme on TV about the mobile phone retail industry you will know what I mean.

My advice is to be relentless in persuing the terms and conditions you argeed to initially.

V.

thor

Poeticjustice - I always thought that you were supposed to deal with the network directly when it came to upgrades and retention deals. Is this not true? Are dialaphone now like(or always were) like cpw who administer it all themselves?