Dial it, and you'll see that there are no options to select Insurance assistance. Your limited IVR system offers 4. After trying to get through, I was eventually advised by your store staff, whom I called, to select 'sales' and go from there, because they answer first. Quelle surprise!
Your app and your website are focused entirely on SALES and upgrades, not CUSTOMNERE SERVIVE for existing users. Nowhere can you ask, 'am I insured?' or access the Insurance Team. You brag: Customer Experience Performance – how we’re doing | About EE "Learn how EE is working harder than ever to provide the best customer service in the UK - from call centres to online from our stores to our network" What absolute bollocks!
I spent half the day trying to get hold of someone because my phone got damaged and was unusable. Out of the house, on a mate's phone, it was impossible to find the right help from your site. The app was already on the phone for his number so again not usable and getting a number to speak to someone to establish whether I'm covered or not, proved fruitless.
After first being directed to a number that was no longer working, I managed to call the local store here in Lancaster, where I purchased the S22 phone, only to be told by the assistant, (this beggars belief) that he was unable to access my online account unless I was (sic) in front of him in the store. WHAT!? I can transfer 100k over the phone with my bank and Fx trader, but EE won't let the store guy access my account to tell me whether or not I'm covered by your insurance. That is a sodding shambles, and an unnecessary one, and it serves no one well. Whoever dreamt up such a policy should be strung up. You might all fall for your own hype, but read you own community feedback, and it paints a very different story about your corporate values and ethos. One which treats us users with disdain and abysmal service.
Tomorrow I must drive to town for 10.30, park in a muli-storey, and walk to and from your shop in the pedestrian zone, just to be informed of my insurance status. Easy? No, it is not. I care for my husband who has dementia, and two old dogs, and on weekends, my 85-year-old mother to boot. I had my third major spinal surgery in three years, just 8 weeks ago, and am recovering. I have widespread musculoskeletal pain like you cannot begin to imagine. Yet YOU insist I do all of this just to establish this simple fact. Well frankly that is **bleep** customer service and it even feels like discrimination, and abuse. The reason you want us in-store, is to cynically lure us into your endless promotions and upgrade offers, so we will buy.
Perhaps if you spent some of that promotional spend on looking after existing, loyal customers, you might be able to provide a basic but acceptable level of 'Customer Service'. Rodomonting you have 'best customer service in the UK' is a lie, and for me it is a sick joke.
With contempt for the customer and no real appreciation of what serving him means, I think it might be time for more of us to give you the ancient sign of defiance shown by the English archers at Agincourt: The Two Fingered salute.
