Lets discuss a real life scenario: You wait over 45 minutes on the phone because your broadband suddenly ceased to work, despite this no matter how stressed you are, you are polite, friendly and understanding. You get told to fix a problem by "just buying a new power supply from an electrical store" and still have to also wait for the appropriate one from EE to arrive on the post. As per the advice given as you're desperate to have internet, you go to the electrical store and buy said power supply. The power supply is in perfect working order, but your hub still doesn't work, all of a sudden you're confused as per the advice from the agent you thought you fixed the problem. Not the case. You call up and get told you were misadvised and also now need a router. You express your disappointment and dissatisfaction. You wasted your fuel, your time, you could not work as you were out of internet and now out of pocket. You get told "cannot compensate because you went to shop and bought one, maybe get a gesture of goodwill". As a customer of over 11 years with multiple lines and broadband, that hurts, makes you feel short changed and just left with a sour taste. Don't worry though, the manager will "give you a call" Monday morning to discuss.
To add Insult to injury, you also at one point even sold EE products and services for a period of over 2 years.
