topic Re: What do you want!? in Contracts & Billing

What do you want!?

Bloozy — Wed, 19 Jul 2023 10:29:46 GMT

A lot of issues with mobile contracts would be easier to handle from Customer side if we were allowed the same tools as all other apps offer eg Uber/ Deliver etc etc., With these other apps Customer Help will automatically offer a transcript of your exchange with a Customer agent to you, the Customer. This way the next Agent can just read through everything instead of frustrating the customer by asking them to explain the whole thing again and adding to everyones time spent. And also you have your own record. (But does EE want you to have this record because several times now I have agents telling me all sorts and some of these chats are not a great reflection on the EE as their agents seem very untrained )

THIS IS WHAT I WANT:

1) the Financial Ombudsman to check why EE doesn't offer customers a transcript of all chats. Currently I have to request this using an online form. It is not even clear where this form can be found but in any case it doesn't make sense to have to wait for a form to be responded to and then wait again for the transcript as it puts us back to ANLALOGUE times of the 19080s!!!

So far I have screenshot all I need and also typed it out and yes its time consuming but it will come in useful by the time its legal.

2) EE should not close a complaint unless it is resolved or after 28 days at least whichever is sooner. This allows a complaint to be truly and effectively dealt with versus frustrating EE customers to explain the same old unresolved problem again and again in the hope that they might just stop and give up. It's unfair practice to expect customers to just give up.

Do you have any ideas or thoughts on what you would want from EE as I would be very interested to read them.

Re: What do you want!?

Chris_B — Wed, 19 Jul 2023 13:24:21 GMT

@Bloozy If you have a live chat with EE you should be given the option to have that chat emailed to you by the per your chatting with, I know I’ve had this in the past and I’ve probably still got them.

Re: What do you want!?

Bloozy — Wed, 19 Jul 2023 14:00:06 GMT

Thanks Chris. I did actually request the options for receiving a transcript of our chat and the Manager I spoke to (Neeraj xxxxx) said there is an online form which I would need to fill out. He did not mention this option you refer to and nor did I see any prompt for this. After the chat there was a Questionnaire which I completed but again, no option for emailing me the transcript as I used to have when I was with Three for example.

Can you indicate for next time where can I find this option?

[Mod edit: Removed employee's surname.]

Re: What do you want!?

MarioFart69 — Fri, 21 Jul 2023 21:26:41 GMT

"it puts us back to ANLALOGUE times of the 19080s!!!"

Email didn't exist in the 1980s.

Re: What do you want!?

Alex_M — Fri, 21 Jul 2023 22:56:28 GMT

EE will should you the opportunity to receive a copy of the transcript (of the current chat, not previous ones) after chatting if you ask.

EE do not have to provide chat transcripts after you have closed the chat, you can easily copy and paste if you need to. Why do you think that has anything to do with the financial ombudsman?

If they hold the transcript in their systems (which they might do, I am not sure) then they would be required to give it to you under a FOI request, but that would be an issue for the ICO to take up if they didn’t, not the financial ombudsman.

Regarding complaints, EE have a very comprehensive and fair guide on how to do so. Look at their complaints code of practice.

If you aren’t happy with how your complaint has been handled by them then proceed to Stage 2 and refer it to the ombudsman.

Re: What do you want!?

Bloozy — Fri, 21 Jul 2023 23:38:05 GMT

Didn’t know email was analogue

Re: What do you want!?

Bloozy — Fri, 21 Jul 2023 23:49:03 GMT

Thanks for that. Be helpful if EE ( and other providers) made this easily accessible information. I did look for it.
If I were to paste here the actual exchange I had with one of the managers at EE when I asked him the same question you’d see why this Forum ( which has been very helpful) was the next step.
Financial Ombudsman is relevant to my query re honouring instore offers not written explicitly in the contract and EE billing practices. However someone from EE reached out to me and my query was resolved re the BOB offer that Senior Advisor, Neeraj Rawat claimed to know nothing about.

Re: What do you want!?

XRaySpeX — Sat, 22 Jul 2023 19:31:53 GMT

@MarioFart69 : The 1st email was sent in 1972. It also introduced the ubiquitous symbol '@' for the user's system address.

Re: What do you want!?

EssexBoyEE — Sun, 23 Jul 2023 02:08:45 GMT

Arpanet Mail started doing digital messaging in 1969 over BBN, they were the same Mob who come up with the @ thing, as you say in 1971/2 😉

Rank Xerox where doing digital messaging long before this date over their own BBN / BBS but it was a bit of a Hush Hush thing as it was originally developed for their own internal employment messaging and then later became experimental thing for the US Government. 😉

Re: What do you want!?

MarioFart69 — Mon, 24 Jul 2023 07:21:33 GMT

The more you know...

Re: What do you want!?

MarioFart69 — Mon, 24 Jul 2023 07:22:55 GMT

Neither did I