Fo a billion pound company who made 81.4 billion why is the sevrice so bad

[Shockwaaave]

As is  states why am I on hold for over 30 minutes to a company reporting billions of pounds in profit. im trying to arrange an upgrade but surely 81.4 billion is enough to actually provide a quality service but it clearly  isnt.

had the same number since i was 17 contract used to be in my mum name/  they used to be great  you call or go to a store and sorted, Now its "IVR this pre recorded message that"  and they have the cheek to report 81.4 billion in profit but cannot provide a quality service to the customers, i guess we should switch provider at every opportunity  so they do not get complacent . not missed a payment in over 20 years still treated like you dont matter. clearly i dont. still on hold by the way took me a while to type this in anger 

[Shockwaaave]

learn to read to understand and not reply in future

[garybs29]

Ex employee yet comes on here ranting to other customers? Could that be why an ex employee? Your figures make no sense either tbh. Ultimately though nobody is going to  call you back as we're not employees & have no account access so have no idea who you are!

[ee_user14]

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@Shockwaaave wrote:

its actually more than that but whos pinching pennies here 

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Are you sure?

https://www.bt.com/bt-plc/assets/documents/investors/financial-reporting-and-news/quarterly-results/... 

£1.3bn is the figure you're looking for. Even the revenue was only a quarter of the figure you're claiming for profit.

[Shockwaaave]

These billion pond companies clearly dont care. the IVR is fully design to annoy you enough to go online and get ripped off by the limited  choices.  about ready to leave . been calling daily for a week only to get cut off  after approx 20 mins each time.sometimes you hear the call answer and some fumbling. other times it just cuts off as if the IVR has had enough. i remember the queue quotas feels like stat abuse and im on the bad end of it. can an EE representative get in touch?

[Shockwaaave]

65 mins on hold is a bit excessive. ill try again another time. i cant praise a service i am not receiving. and if you dont ask you dont get  

[Shockwaaave]

As the title says, why is it so difficult to get some human interaction. is customer service a thing of the past?  I do not want to use the website or IVR system  for my upgrade. i want to speak to an expert.

1 the IVR wastes precious time  that could have been used in the queue, providing information that is useless to my current and or future queries. when has roaming been a priority, that i must spend 2 mins listening to pre recorded crap.

now why does my call get answered and dropped and why is there no call back service. there was when i worked there.  so I ask again is Customer services a thing of the past

[XRaySpeX]

Try calling CS on the Freephone no. in my sig.

[Schockwave]

@Shockwaaave , just to add, just press option 2 to speak to one of the guides.