Hi,
Just off the phone from the "help" more EE Service frustration
Background:
I had complete loss of Service from EE from the 17th ~ 27th of November
When this initially happened I called and was ultimately told I needed a new Power Supply Unit for the router
This being due to a "Bad Batch" and a "known issue" with the serial number confirming that. I was advised that because it was reported prior to midday the PSU would be immediately dispatched for delivery. Fine I thought, problems do occur, although if you know you have a batch product problem why not proactively engage with customers in the first place?
Days went by, no deliveries or notifications or anything at all.
I called back, it was was like staring all over again.... The help desk stated I shouldn't have been told it would be an immediate delivery and in fact I might take 3 to 5 days. I was then left rather dumfounded when it was suggest I go to "Argos" to buy a device that the same Power Supply if I was in a "rush" (I'm not kidding....😮)
Days went by again....
In frustration called back, and as usual it was like starting all over again!
This time I was advised that there had been a problem with the delivery of a PSU so I would be sent a whole new router & PSU, this seems to have been confusion between the various teams involved. Ultimately a new router & PSU arrived, I used the new PSU to avoid the complete rebuild of the network. And all was now working as it should.
Compensation
Along the way I was advised that I would automatically receive compensation for the complete loss of service.
Popped in to a EE Shop they recommended that yes I would receive compensation for Loss of Service but I should call to check. Did that, and I'm now told that I'm not eligible any for compensation, despite having no Service for a considerable period and as you might expect Ive raised a complaint, although Ive not received any acknowledgement of that either.
"EE" claim to provide "Excellent Customer Service", certainly this not my recent experience. ☹️
This problem was clearly equipment failure, made worse by the fact it was a "known issue", and I do think I should be compensated.
Colin
