topic Re: Re: Need email address for customer service in Archived Posts

Re: Need email address for customer service

Lincsman2 — Tue, 17 Aug 2021 00:40:49 GMT

Customers want to email. EE wants to dictate to its customers how they communicate. That's because EE couldn't give a damn about service or customer preferences. They are in business to make money. Period. So screw you customers, like it, lump it or find another supplier.

Re: Re: Need email address for customer service

Jon_K — Tue, 17 Aug 2021 07:06:57 GMT

Hi @Lincsman2.

Welcome to the community.

Although we don't have an email address to contact, you can find all other ways to get in touch on our Contact Us page.

Jon

Re: Re: Need email address for customer service

Chris_B — Tue, 17 Aug 2021 07:18:59 GMT

@Lincsman2 Emails are to slow to deal with customer issues your always waiting on a reply. And what would happen if the CS agent got to their finishing time and the issue wasn’t dealt with the emails would just stop. Someone else couldn’t just take over as they would have to read all the emails to know what was happening.

Re: Re: Need email address for customer service

Lincsman2 — Tue, 17 Aug 2021 10:47:04 GMT

Thank you for your, "Hello customer, here's why you are wrong and we are right" reply. You may not like it, but the millions of searches made every day by customers searching for their supplier's email address demonstrates what customers want. Customer service is about meeting the wishes and needs of customers, not telling them why they are stupid to want them and why it can't be provided. Anything can be provided; it's just a question of the level of resource one is prepared to dedicate. Personally I hate talking to call centres that are invariably manned by people with accents I simply can't understand and who invariably struggle to understand what I am saying, even if they have the intellect to grasp the issue.

So, I reiterate: EE doesn't care about its customers, it cares about profit.

Re: Re: Need email address for customer service

XRaySpeX — Tue, 17 Aug 2021 14:46:13 GMT

Email contact is not inherently slow. As you point out many firms use it. In many cases queries may be resolved by a single exchange of emails. Even when you have been suffering some issue for days on end a few days more waiting for a reply will not make much difference anyway.

More importantly, emails provide the audit trail that phone convos don't, both in case of dispute or for your own record as well as progressing the issue. There is no reason for another CS staff not to pick it up & have access to the previous exchange. Other firms manage it. Most email exchanges will include the whole history in the latest email.

Re: Re: Need email address for customer service

Chris_B — Tue, 17 Aug 2021 16:03:40 GMT

Emails are slow when customers want to resolve issues quickly. It’s not the sending or receiving is the waiting for someone to respond to your email as you will be assuming that they’ll be only dealing with you at that time if it was an email exchange and the customer service agent will have to wait for your response and of cause your never going to miss an email the moment it comes through. That never happens.
And it’s also not what you want as a customer it’s what’s provided as a means of contact. Just because there’s other means of making contact with companies it doesn’t mean they have to be provided.

Re: Re: Need email address for customer service

Lincsman2 — Tue, 17 Aug 2021 18:22:49 GMT

You don't give up, do you! Here's what you clearly don't understand: YOU don't get to determine what other people want. You can argue with that until you die, but if won't change the fact.

No, companies don't have to provide anything, but those that choose to ignore the wishes of their customers can expect to be called out for offering lousy customer service.

EE offers lousy customer service. Fact.

Re: Re: Need email address for customer service

Lincsman2 — Tue, 17 Aug 2021 18:29:15 GMT

I'm struggling. Please advise the methods of contact that don’t include speaking on the telephone to a call centre.

Thanks.

Re: Re: Need email address for customer service

bristolian — Tue, 17 Aug 2021 18:46:28 GMT

What is the query you have? If it's a general one, perhaps someone here on the community can help.

If the issue is account-specific, you will either need to call or use live-chat from myEE login.

Re: Re: Need email address for customer service

Jon_K — Wed, 18 Aug 2021 06:56:33 GMT

Hi @Lincsman2.

You can find links to our online chat team through our Contact Us page.

Online chat does not involve speaking on the phone.

Jon

Re: Re: Need email address for customer service

Chris_B — Wed, 18 Aug 2021 07:20:47 GMT

@Lincsman2 And as a customer you don’t get to decide if EE provide a email that you can use. It seems you don’t understand that.

Re: Re: Need email address for customer service

Lincsman2 — Thu, 19 Aug 2021 06:59:16 GMT

EE sent ME an email (it seems they can send them just not receive them):

Lincsman2, we want to be sure you got the information you were looking for.

Gosh, EE has realised that it really does care about its customers and needs to improve its customer service.

No EE, I didn't find the information I was looking for, it's so kind of you to care. Please provide the email address of your customer service team. Or failing that, the email address of your CEO.

I look forward to you fulfilling your desire to make sure I get the information I'm looking for. I'm so happy that I've been able to help you improve your service.

I'm now standing by for the usual blast of EE BS.