topic Re: Customer service surely can not get any worse than what it is now ? in Mobile Network discussions

Customer service surely can not get any worse than what it is now ?

mp1963 — Tue, 18 Jun 2024 16:43:17 GMT

I am quite a long standing customer of EE. Have had signal issues for years in a variety of locations. Have always reported these issues. Never once have I had anything which came close to an explanation or a remedy. At least, then, the staff were interested, helpful and not user hostile like they are now. Nor did the ridiculous system which puts the onus on the customer to prove the faults (when EE's records show every dropped call and the like). Today, another day of dropped calls, the advice I got was shocking. Either prove the faults by detailing 3 bad calls in 72 hours or leave EE. This is a novel way of retaining customers I think. No attempt to do anything useful or helpful. Put up with the poor call quality or off you go. Don't EE want my money ? I would very much welcome a conversation with someone in authority at EE where they can explain the rationale behind some of these very bizarre customer relations policies.

Re: Customer service surely can not get any worse than what it is now ?

bristolian — Tue, 18 Jun 2024 17:07:41 GMT

A tricky balancing act, this one. Dropped calls are recorded, but proactive investigations need to focus at a high-level where a single site or sector may be performing badly, and affecting large numbers of customers.

Identifying specific calls that have been problematic, helps CS to then identify commonality when looking at the granular detail. I've never known Orange/EE not have a rule of needing a certain number of examples in a particular timeframe.

Re: Customer service surely can not get any worse than what it is now ?

mp1963 — Thu, 20 Jun 2024 05:28:39 GMT

The whole customer service model is designed carefully to be user hostile. The people they employ must be specially trained to he as unhelpful and obnoxious as possible. Voted the county's best mobile phone network for 10 years in a row ? Who are they kidding and who actually gets to vote ?

Re: Customer service surely can not get any worse than what it is now ?

Leanne_T — Thu, 20 Jun 2024 07:12:55 GMT

Hi @mp1963

I am very sorry to hear of your experience when calling.

If this is happening in one area, have you reported the dropped calls on the Service status in your area (ee.co.uk)? The report will go to the network team who will get the area looked into.

Leanne.