BAD CUSTOMER SERVICE

[Gabriel_08263]

TERRIBLE SERVICE.

Broke my iphone 14 max pro so put a claim through accidental damage online, in the end of claim I was asked to provide proof or purchase, just before i could upload page glitched so I called to make sure my claim went through. During first call (around 11:30/12pm) I was requested to update my sim plan as nearly finished, i said why not and proceeded as asked. I then was given an address to send proof of purchase and advised to call later in the day to check if claim accepted. 

Later in the day (around 4pm) i called to check claim, a lady kept me on the line for quite some time as she needed another departments response , took so long she advised to call again later.

So around 7:30pm I called again, the guy reviewing my case in this instance spent the first 30 min complaining how bad everything was dealt and was saying “oh my god” to everything i would ask as if i am a inconvenience , and telling me off and to not upgrade sim during an insurance claim, i repeatedly told him none of this is my fault and he needs to talk to his colleagues not me as i only followed instructions. In the end of claim I asked to receive my phone in silver which is what i originally purchased it as the guy said he cant change it so i asked why and he proceeded to complain at me rather than supporting me. Eventually i couldn’t take the abuse anymore and i spoke up for myself he then left me on hold for 10 min to call manager trying to make me the bad guy when i got annoyed at his complaints, he never even put him on the line in the end which clearly shows he knew he was wrong. 
After wasting hours of my day on the phone, and tolerating all the tantrums of the last guy on call, i received a purple phone and zero support or advise on how to get a silver one which is what i originally purchased.

This is absolutely the most unsatisfied I have been with a purchase and most disrespected from the service.

Will not be buying from EE again, as you clearly dont get what you pay for anyway. 

[Chris_B]

@Gabriel_08263  If you had looked at your insurance documents it does state if the phone is not in stock of the same model type a different phone can be sent out.    And that’s exactly what’s happened.   The iPhone 14 Pro Max you received was a refurbished device as they are on insurance claims and if that’s the only model type they had available that’s what you’ll receive.  

[Lesley_W]

Hi @Gabriel_08263 

Thanks for coming to our community. 

I'm disappointed to hear you had a bad experience when making your claim, it's not what we would expect. I'd recommend speaking to our insurance complaints department so they can investigate this. You can see ways to contact them here How Do I Buy, Upgrade or Cancel My Insurance? | Insurance Help | EE

Lesley

[Gabriel_08263]

Firstly, i have looked at the insurance and very well aware of what you are stating, and you insinuating otherwise is very irresponsible.

Secondly, I would of been okay with waiting a bit for the silver one to be restocked, however, the issue is that the guy didn’t even allow me to speak or make any requests and instead was saying “oh my god this”, “oh my god that”.  i bought a silver iphone, it got changed in my insurance claim to purple, i asked if it would be possible to get it in silver like i bought it, (in a polite manner), his response is to get annoyed saying “oh my god why am i doing this” insinuating that i am waisting his time and he doesn’t want to do his job, this to me is so weird and unprofessional, but clearly this to you doesn’t matter you completely ignored everything I wrote in my previous post and seem to be defending that type of behaviour by suggesting the customer hasn’t read a document.

and thirdly, with everything i said about how my time was waisted by failure from EE workers to submit things properly (shown by having to wait with no response during my second call and also stated by one of you own workers, the third guy I talked to), plus the disrespectful language i had to experience all you have to say is I should of checked my insurance policy ?? Once again, proving EE lacks customer care or even basic manners.