topic Disappointing and poor customer service in Mobile Services

Disappointing and poor customer service

Santhosh_kb — Fri, 05 Jan 2024 14:29:43 GMT

The customer services are very poor indeed. My case was being dealt by a woman in Tech Customer Services by name 'Haz *****' who tried to finish up her part by closing the open case as soon as possible without a proper resolution to the issue.

As the issue hasn't been resolved, I have since emailed that agent and asked for the case to be re-opened. There is no response nor was this actioned.

I have asked for a call back but have heard nothing. On top of it, the agent has also lied saying that she has provided follow-up steps to the customer which she has never done ! Just imagine what kind of people work in this Tech Support in this company !

[mod edit: employee details removed from the forum]

Re: Disappointing and poor customer service

Schockwave — Fri, 05 Jan 2024 13:56:31 GMT

Hello @Santhosh_kb ,

Welcome to the community,

Firstly you should not write the full name of customer service employee.

Second, could you give us some information of your problem, maybe someone here can help with your query.

Unless the agent has given you the email address for you to write to her, there normally is no email and she may not see it. How long ago did you write the email and how long ago did you ask for a call back?

Re: Disappointing and poor customer service

Leanne_T — Fri, 05 Jan 2024 14:38:42 GMT

Hi there @Santhosh_kb

I am very sorry to hear of the experience you have had to get your issue resolved.

Could you let us know some information regarding the problem you are having?

We will certainly see what we can do to help you on the community.

Or, if you would like this looked into in more detail please give us a call on 150 and the team will be happy to help you further.

Leanne.

Re: Disappointing and poor customer service

Santhosh_kb — Fri, 05 Jan 2024 16:45:16 GMT

Hello @Leanne_T ,

Thanks for your message. I've had EE network connection issues and hence called the EE Tech Support. This women picked up the ticket and did the diagnostics, and then abruptly closed the ticket without a full resolution.

I have since emailed her as she had provided her email address but there has been no assitance or help. I needed this women to further the case so I have even left messages and asked for a callback but never received any.

Instead she has just lied that she has already informed me of the next steps which hasn't been the case.

It has been close to almost 2 weeks now & I'm still struggling to get this ticket re-opened with not much help from their agents.

Also, the reason I mentioned this women's name is clearly to highlight the poor service from THIS person.

@Schockwave hope this also answers your questions/comments.

Re: Disappointing and poor customer service

Chris_B — Fri, 05 Jan 2024 18:17:34 GMT

@Santhosh_kb Have you checked THIS and click the status tab ? There could be a network issue in your area. Is there any with you who also uses EE ? If there is are they having the same issues as you ? Is this in one location or all locations you go to ? Obviously these locations need to be over a few miles apart so you are using a different cellular mast. Can you try your sim in a different device?
Have you tried requesting a replacement SIM card ? You could just have faulty sim especially if no one else with you who uses EE doesn’t have an issue .

Re: Disappointing and poor customer service

Johnio59 — Thu, 10 Oct 2024 08:54:33 GMT

Well you all must be having a nice time ignoring customers because it's impossible to talk to anyone after days of trying. EE has to have the worst customer service record of any company.

After days of trying to get to talk to someone to answer a simple question, I have given up, even your complaint form obviously goes into a black hole, tried this twice without success.

Only answer is to transfer to another provider!

Re: Disappointing and poor customer service

Johnio59 — Thu, 10 Oct 2024 09:14:12 GMT

This is very similar to my experiences with EE. Their customer service is abysmal.

I have been trying for days, holding on, on phone for ages, getting cut off without a call back.

Added complaints twice on their online form, had standard reply via email to acknowledge receipt but no reply other than that.

I have a problem which, I'm sure would be easily resolved but there is no interest in helping customers from EE.

Re: Disappointing and poor customer service

Johnio59 — Thu, 10 Oct 2024 09:15:57 GMT

Calling 150 is probably the most frustrating thing anyone can do, it never results in a positive outcome and one just goes round in circles.

Re: Disappointing and poor customer service

Johnio59 — Thu, 10 Oct 2024 09:17:57 GMT

It's always give us a call on 150, never we'll call you. Makes it pretty obvious that customers are being fobbed off. This never happened with BT, they always ensured good customer service.

Re: Disappointing and poor customer service

Ritu_D — Thu, 10 Oct 2024 09:58:05 GMT

Hi @Johnio59

I am really sorry to hear you've had a bad experience when calling 150.

Could you let me know a little it more about your issue i'd love to see if it is anything i can help you with here in the community.

Ritu

Re: Disappointing and poor customer service

Littlemeadow1 — Tue, 29 Oct 2024 12:41:21 GMT

Unfortunately its all so useless at EE. I've been waiting for six weeks to get my service up and running. Service agents saying they will do this or that, and never do. I asked if I could speak to a manager and was told "Managers are only here to manage us, they dont speak to customers" Hard to believe. I've now cancelled my whole package as its never been signed off, so still in the cooling off period....Yes, after six weeks, and as I'm writing this, I'm again in a que waiting to get confirmation of my cancellation, as I've not had any cancellation email, and this guy says it cant be cancelled because there is part of the order that is still "Open"

Dreadful, but if EE /BT dont take resposabillity for their staff training etc, its not going to be any better.

Re: Disappointing and poor customer service

Cleo38 — Fri, 09 May 2025 06:16:46 GMT

I spoke to her yesterday, incredibly sarcastic & kept telling me she was 'helping' me but without actually doing anything. She then told me her supervisor 'might' ring me back but if course he hasn't. I am shocked at just how poor the customer service is at EE. Why is this so difficult?

Re: Disappointing and poor customer service

Rach_H — Fri, 09 May 2025 09:20:39 GMT

Hi @Cleo38,

Welcome to the Community!

I'm sorry to hear about the service you've hd when you've called. I'd recommend giving our team another call, so we can help you get your issue resolved. You can also request that this call is listened to, and your feedback passed onto to the relevant supervisor.

Rach