EE customer retention deals are aweful

[Jawad8483]

I have been EE customer for over 12 years but had to sadly say good bye yesterday! It was absolutely aweful service that no one in their customer service even tried to retain me. 

I told the advisor that if they could match the deal I was getting from O2, their biggest rival and the answer was in negative. O2 was offering 40GB data, unl min and texts plus Free EU roaming up to 25GB for £8 a month for 12 months sim only and best EE could offer me was 30GB data, unl min and texts for £10 no EU roaming either. I was not concerned about EU roaming but data and monthly cost was also high. 

The answer was a plain NO. 

10 minutes later, I called and asked for PAC code, not even a single effort was made to retain. She did not even ask the reason of leaving! Gave me PAC code.... And just like that 10 minutes later, I was O2 customer

Someone from retention guide team calls 30 minutes later but by that time, it was too late! 

Moral of the story is if you act all snobish! You will loose revenue. 

My next move will be for my Broadband which ends in Jun 2025. I will be saying final good bye to EE. 

If you treat your loyal customers like dirt, they simply do not owe you any loyalty either. Plenty of options!

[Chris_S]

Hi @Jawad8483 I'm really sorry to hear about your experience there, It's certainly not the sort of experience that we'd expect you to have when yo8u call us, especially when you're calling to leave.

We try to stay as competitive as possible, although sometimes there are deals that we can't match.

Cost certainly is a factor, but some customers choose us because of the benefits that you get just for being an EE customer, you can find all the reasons to stay with us here: Why choose EE

I hope we can keep you as a broadband customer when your contract ends, as it sounds like you've been a valuable customer to us over the years.

Chris S

[bristolian]

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@Jawad8483 wrote:

I told the advisor that if they could match the deal I was getting from O2, their biggest rival

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I wouldn't be totally sure this is the case. EE have never claimed to be the cheapest network but have always prided themselves on network quality. There will always be localised variations, this is the nature of radio coverage, but O2 consistently rank lowest of all the 4 networks on most benchmarking & testing.

On price, 3 have also consistently been quite aggressive.

I hope you don't have the same experience as is currently quite common with O2, namely strong indicated coverage but an inability to use that due to capacity issues - result being variable or slow data speeds.

[garybs29]

"Treat loyal customets like dirt" by the sounds of it you were demanding a deal to match elsewhere (something EE have never claimed to do) yet you were the one being treatded like dirt!