Just had an appalling experience with customer service. Was looking to pre-order the Samsung S23 Ultra but working out the costs over 2 years, a new EE contract was more expensive than dropping my tariff down to Sim Only and buying the phone outright. I would save around £180 over 2 years on Sim Only.
Thought I would give customer service a call and see if there is any discounts they could offer, especially as I have been a customer for over 20 years.
The person I spoke to did not have a clue. He couldn't understand what I was telling him, I knew more about EE's pricing and plans than he did. He was trying to tell me that 100 Mbps max was the same as no limit data plans. He told me that some customers get loyalty discounts but others don't. I asked him to explain why and he couldn't. I asked to speak to a manager and he refused "they're on a call". I asked him the complaints procedure and he couldn't tell me. And finally when I asked him to raise a complaint, he said "hopefully" someone will come back to me but couldn't tell me when.
So I got my PAC code, went with an O2 sim only plan for £10 per month and am have a pre-ordered Samsung, now saving myself nearly £700 over two years.
So much for customer retention.....
