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What is wrong with basic customer service?

EEpoorCX
Explorer

What is wrong with EE customer service? It disgusting.

Live Chat can't do anything, they can't even arrange a call back. It's a total waste of time that is at least 3 minutes between messages.  Just close it down.
Same with first contact customer service. Every. Single. Request results in having to send a message to someone else. Absolutely pointless.

  • Request to speak to a Manager, needs a call back - unknown time frame of call back, won't give name of manager.
  • Refund -  fill out a form 3 days turn around. 
  • Send me a text message of what action you've taken - nope can't do that either
  • Transfer me to a colleague - nope not possible
  • Fill out a complaint on a webform - nope EE decides to remove this functionality from the website to obstruct.
  • Resolve technical issue - transfer someone else, no ownership 

 

3 REPLIES 3
Jon_K
Former EE Employee

Hi @EEpoorCX.

 

I'm sorry to hear you've had a few poor experiences.

 

Is there anything we can help you with on here without accessing your account?

 

Have you managed to get sorted?

 

Jon

Notice how you don't actually engage with anything raised, just a generic reply.

Leanne_T
EE Community Support Team

I am very sorry, the community team have no account access @EEpoorCX

If you wish to discuss your account please call us on 150 the team will certainly see what they can do to help you. 

Leanne.