topic Re: EE’s “Best Customer Service” Claim Is a Joke in Orders

EE’s “Best Customer Service” Claim Is a Joke

Bcyrex — Fri, 27 Dec 2024 09:54:50 GMT

I am beyond disappointed with EE’s handling of my recent complaint. On 4th December, I placed an order for a tablet with a promised delivery timeframe of 14 days. Not only was this completely ignored, but EE also canceled my original order without my consent—despite explicitly promising it wouldn’t be touched.

What makes this even more frustrating is EE’s repeated claim of having the “best customer service.” Here’s what I experienced instead:

• A next-day delivery promise for an alternative color that was never fulfilled.

• Failure to apply the 20% discount I was initially offered.

• Hours spent messaging agents who contradicted themselves, failed to resolve anything, and wasted my time.

• Even their Executive Complaints Team failed to deliver a meaningful resolution, ultimately issuing a deadlock letter to pass me off.

How can EE claim to have the “best customer service” when their actions show the complete opposite? This matter is now with the Communications Ombudsman because of EE’s inability to uphold basic standards of customer care.

EE seriously needs to rethink its processes, stop misleading its customers, and start living up to its own claims.

#EEFail #CustomerServiceFail #BreachOfContract #DisappointedCustomer

Re: EE’s “Best Customer Service” Claim Is a Joke

Chris_B — Fri, 27 Dec 2024 10:31:57 GMT

@Bcyrex As you’ve been issued a deadlock which you obviously accepted nothing can be done to help you via this medium. And you have to accept the outcome of that deadlock.

if your order was cancelled, why were you expecting a product the following day ? The order was cancelled. I’m sorry you going to have to clear that one up. And EE don’t need your consent to cancel an order. Was this before or after the deadlock?

can you also post a link to where EE claimed to have the best customer services ? I’m yet to see that claim.

And no order has a promise to deliver by a certain timeframe as it states usually delivered within XX days That’s not a promise.

Re: EE’s “Best Customer Service” Claim Is a Joke

Bcyrex — Fri, 27 Dec 2024 10:25:19 GMT

@Chris_B

Exactly. EE issued the deadlock letter because they outright refused to do anything to resolve my complaint. They canceled my original order without consent, failed to honor delivery promises, and didn’t even apply the original discount to my replacement order.

So yes, the deadlock letter simply confirms that EE won’t take responsibility or offer a solution—hence why this is now with the Ombudsman.”

Re: EE’s “Best Customer Service” Claim Is a Joke

Bcyrex — Fri, 27 Dec 2024 10:29:34 GMT

@Chris_B

That’s probably because it’s hidden in plain sight—only on their automated call system when you ring 150. Clearly, you’ve never had the ‘pleasure’ of calling them to hear that pre-recorded ‘best customer service’ claim. Trust me, it’s comedy gold considering my experience.

Re: EE’s “Best Customer Service” Claim Is a Joke

Chris_B — Fri, 27 Dec 2024 10:44:40 GMT

@Bcyrex I’ve called customer support many times. I can not recall hearing that. Perhaps it is said I just don’t remember hearing it. Think I’ll give them a call now.

Just called and it only states best network 11 year running. Best network means the cellular network not anything else and that’s awarded to EE so they can make that particular claim.

Re: EE’s “Best Customer Service” Claim Is a Joke

Chris_B — Fri, 27 Dec 2024 10:52:57 GMT

@Bcyrex The deadlock is issued only after you have not accepted what EE have tried to sort for you. They don’t just issue a deadlock without first trying to sort the issue. The deadlock is the last resort on sorting an issue that both parties don’t come to an agreement on. It’s now out of EEs hands and yours and you have to accept the outcome of this.

Re: EE’s “Best Customer Service” Claim Is a Joke

Bcyrex — Fri, 27 Dec 2024 10:54:30 GMT

@Chris_B

Oh, so they’ve quietly dropped the ‘best customer service’ claim? No surprise there—it was as misleading as their delivery promises.

And let’s be real: claiming ‘best network’ is meaningless without best service to back it up. What’s the point of a good network when they cancel orders without consent, break delivery promises, and refuse to fix their mistakes?!

Re: EE’s “Best Customer Service” Claim Is a Joke

Bcyrex — Fri, 27 Dec 2024 10:57:22 GMT

@Chris_B

Since you’re so busy defending EE, why don’t you go ask them directly what amazing resolution they supposedly offered me that I ‘refused’? I’ll wait while you dig up that nonexistent offer.

Re: EE’s “Best Customer Service” Claim Is a Joke

Chris_B — Fri, 27 Dec 2024 11:01:20 GMT

@Bcyrex as I stated they do not promise a device to be delivered on a certain date. A 14 day delivery suggests that the device was out of stock and they are waiting more to come in. they do not need your consent to cancel an order I don’t know why you think they do.

and as I said I have never heard that claim of being best customer services. It’s always been the best network when you call customer support and has been for years.

and now because of the deadlock and your refusal to accept what they was offering to resolve this you’ll need to wait for the outcome of that deadlock. This might go in your favour it might not but you have to accept the outcome regardless.

Re: EE’s “Best Customer Service” Claim Is a Joke

Bcyrex — Fri, 27 Dec 2024 11:06:01 GMT

@Chris_B

Your dedication to defending EE is impressive, but you’re wrong on multiple counts:

1. Cancelling my order without consent? That’s a breach of contract under the Consumer Rights Act 2015, which protects customers from unfair treatment and ensures terms are adhered to. They explicitly promised not to touch my original order.

2. Deadlock issued because of my refusal? Wrong again. They didn’t offer me anything to accept or refuse.

3. Best customer service claim? Maybe your memory’s selective, but it’s what they used to say on their automated system.

Keep going—I’m starting to wonder if EE’s paying you for this.

Re: EE’s “Best Customer Service” Claim Is a Joke

Chris_B — Fri, 27 Dec 2024 12:39:54 GMT

@Bcyrex Your account of what was or has been said when calling customer support means nothing that’s only your account and you can not back up that claim, and as I said I don’t remember that ever being said.

As I said the deadlock is the last resort.

You only made a request to have a contract that order was cancelled so the contract wasn’t given to you for it to be a breach of contract. EE don’t have to accept your request for a contract. Why it got cancelled I don’t know.

But any how it’s a deadlock because an agreement can not be made and you’ve not once said anything to the contrary on the OP. and you now have to wait for that outcome. As I said it could go in your favour.

And no I’m not paid by EE I’m a customer just like you.

Re: EE’s “Best Customer Service” Claim Is a Joke

Bcyrex — Fri, 27 Dec 2024 13:15:03 GMT

@Chris_B I appreciate your engagement, but I didn’t post here looking for advice or a debate. My intention was simply to share my experience so others can be aware of the situation I faced with EE.

Thanks for your input, but I’ve already taken steps to escalate this matter, so there’s nothing further to discuss. Wishing you all the best.