EE is a colossus of a network. It have more 5G,more masts, more customers than any other UK network. It has consistently good reviews for customer service. But occasionally things to go wrong. I worked for EE or an Orange shop as it was for a short time in 2011/12 and dealt with a few complaints. Sometimes there was a genuine case other times, not so genuine.
Hopefully this post will enable you to help rectify the situation and a reasonable resolution found for both EE and yourself.
So let's start :
1 Ensure that you have all the facts to hand.
2 Explain clearly and politely what has happened.
3 Give whoever you're speaking to time to resolve the matter. Remember it is in the CS representatives interests to sort out the matter. They have criteria to meet. And they need to meet them every week without fail.
4 Be reasonable. Nobody likes it when something or somebody let's them down. And yes you deserve to have what you're paying for. But for example dropping a handset, it breaking then kicking off in the store shouting "not fit for purpose" will get you nowhere. Don't compound matters by falsely accusing the member of staff either. That just spreads the hate.
5 If you have a coverage problem then report it but you need to give EE time to rectify it. Coverage problems exist for a multitude of reasons. Higher than anticipated load on the local mast, difficulty in obtaining access to a mast, delays in obtaining spare parts, planning applications rejected for the flimsiest of reasons, a proposed mast share arrangement becoming difficult. If you explain the situation to the CSR then they should be able to give you a rough timescale to resolve the issue. Sadly there's many variables such as those I've previously listed.So it may not pan out the way anticipated. But EE normally make a good will gesture in those circumstances.
6 Try NEVER to lose your temper. Yes things go wrong but F'ing and C'ing at CSRs is disgusting. When you do that then like everywhere else expect to wait. If you're going to go legal ensure you have your facts straight.
A common one is your bill to automatically reduce after your contract is up.. as things stand that doesn't happen with EE. ALL OF THAT IS IN YOUR CONTRACT. AND YOU ARE NOT ENTITLED TO ANY AUTOMATIC REDUCTION IN COST WHEN YOUR MINIMUM TERM IS UP. If jn an EE store ensure you ask questions before you sign anything. Once signed you are committed.
Hopefully you'll have very little need to complain to EE. But it is important to raise your issue in a manner that enables an effective resolution to the matter in hand.
