Loyalty means....nothing!

[R_N_H]

After 28 years... Starting with Orange (offices in Bristol)... I have been forced to switch supplier.

My contract had changed many times over the years....but I paid between £7 - £12ish which included roaming and unlimited calls... I only managed around 2gig data....so a very light, easy to look after customer! Then, it all stopped! No roaming, no data or calls without a hefty £2.59 a day charge (whilst abroad)....is this the way to treat a customer who joined before the millennium?! 

Many phone calls to Customer Service, speaking with many employees, often taking far too long, I was always polite, friendly and kept my sense of humour throughout... But the best & only option I was offered on my last call was £42! (Simm only, no handset included btw)! I asked if this seemed reasonable compared to what I had been paying, the young lady replied "No, not really, but this is the only option".

It was only when I sent through for the PAC code that a lovely lady called within seconds of receiving my code asking if I was thinking of leaving! She offered a very similar deal as I'd been on for years...and I said (quote) If only I'd spoken to you the first (or second) time I'd called EE to negotiate a new deal, I wouldn't have been requesting a PAC code! She was friendly, polite and had the same great sense of humour I'd been using throughout so, EE, (as I asked her to feed back to the management of EE) please let people like her, speak to me when I contact you, as after over 27 years... I wouldn't have been forced to leave EE.  Best mobile network for over how many years now, as advertised?! I don't think so, loyalty counts for absolutely....nothing. Good bye EE, I hope your Customer Services get better soon & do use the recorded messages for training purposes! 😉

[Northerner]

Hi @R_N_H 

Your post makes no sense becase there are many SIM only deals starting from £18 with the best plans with extras for £31 (currently). https://ee.co.uk/mobile/sim-only-deals

Good luck with your new carrier.

Thanks 

[Christopher_G · Accepted solution]

Hi @R_N_H 

We'd have loved you to stay with us, especially since you've been with us already for such a long time. We're sorry to see you go. 

I'm really not sure why you weren't offered one of the deals that @Northerner linked to on the initial calls that you had. If you'd like us to look into that further, you can raise a complaint on our online form and a dedicated team will call you to discuss it.

Chris

[R_N_H]

Hi Chris

Thanks for your kind words, that's very decent of you. Yes, it was certainly a surprise to me that I'd have to get so fed up with EE customer services that I found I had no choice but to leave.

@Northerner - my post makes no sense?! It's a shame you can't get hold of the telephone conversations, you'd see for yourself that I wasn't given any viable options!

I could raise a complaint... but would you believe it Chris, I asked for one to be raised on my 3rd call. The young lady who offered me the £42 contract...she said she'd raise a complaint on my behalf, I even remember saying "How might I hear back from it" and she said someone would be in contact. A week later, speaking to the 4th person about needing a new contract I asked, "Can you see anything from the complaint I raised"? It went quiet, followed by "What complaint? There's nothing on record"!

I think that was the final point when I thought....I will need to find an alternative supplier. As I said, sent off for the PAC code & a lovely lady called seconds later... If only we'd spoken at the start!

Thanks for your reply Chris, I appreciated it!
I wish you well ...


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