topic Re: How do you get EE to respond to a complaint in Mobile Broadband

How do you get EE to respond to a complaint

mchjukes — Fri, 23 Dec 2022 17:53:04 GMT

It's been 18 days since EE did £700 damage to my phone.

Total time spent dealing with this so far: 14 hours 33 min in 34 separate interactions (6hr 11min with customer service, 8hr 22 in EE shop, writing emails, chasing DPD drivers)

Does anyone have any tips on how to get customer service to respond (I have given up calling the EE customer service line. It takes 30 min each time and seems to make the problem worse).

I'd also like advice on how to publicise my experience to the widest audience. I'd like to help warn customers off joining EE. I have a few avenues to do this but would like more.

Re: How do you get EE to respond to a complaint

XRaySpeX — Fri, 23 Dec 2022 18:05:13 GMT

Have you lodged a formal complaint? See Complaints code of practice and here is the Complaints Form at the foot of the page.

EE have 8 weeks to consider it before you may take it before EE's ADR.

Re: How do you get EE to respond to a complaint

Glenn93 — Fri, 23 Dec 2022 22:29:51 GMT

I’m sorry to hear about your experience… it’s never a good time but for this to happen so close to Christmas and with the current financial crisis looming over everyone I’m sure you could do without this.

I assume you have already burnt yourself out trying to resolve whilst navigating through the automated system and random advisors, have you tried relaying your complaint to senior management. I cannot guarantee you will get a resolution this way as I find that issues where customers have no control over, inadequate customer service or those with media attention are prioritised. Usually when senior management gets involved, issues and system barriers seem to just resolve themselves and all timescales magically change.

I hope you find a resolution asap, I don’t think broadcasting your experience will be much benefit at this point as you are still ongoing your experience. Being an isolated incident you would be better finding the cause so you can resolve and ensure no one else experience’s this. I would advise you to have patience with the process before publicising so you can share your experience from start to finish and not just highlight an issues already logged in system

I hope you get the outcome your looking for all the same, merry Christmas