topic Re: What is wrong with basic customer service? in Contracts & Billing

What is wrong with basic customer service?

EEpoorCX — Thu, 29 Sep 2022 08:10:55 GMT

What is wrong with EE customer service? It disgusting.

Live Chat can't do anything, they can't even arrange a call back. It's a total waste of time that is at least 3 minutes between messages. Just close it down.
Same with first contact customer service. Every. Single. Request results in having to send a message to someone else. Absolutely pointless.

Request to speak to a Manager, needs a call back - unknown time frame of call back, won't give name of manager.
Refund - fill out a form 3 days turn around.
Send me a text message of what action you've taken - nope can't do that either
Transfer me to a colleague - nope not possible
Fill out a complaint on a webform - nope EE decides to remove this functionality from the website to obstruct.
Resolve technical issue - transfer someone else, no ownership

Re: What is wrong with basic customer service?

Jon_K — Thu, 29 Sep 2022 09:56:30 GMT

Hi @EEpoorCX.

I'm sorry to hear you've had a few poor experiences.

Is there anything we can help you with on here without accessing your account?

Have you managed to get sorted?

Jon

Re: What is wrong with basic customer service?

EEpoorCX — Wed, 07 Dec 2022 17:18:24 GMT

Notice how you don't actually engage with anything raised, just a generic reply.

Re: What is wrong with basic customer service?

Leanne_T — Wed, 07 Dec 2022 17:23:44 GMT

I am very sorry, the community team have no account access @EEpoorCX

If you wish to discuss your account please call us on 150 the team will certainly see what they can do to help you.

Leanne.