Abusive ee escalation team

[Kevinhome]

Hi 

I've just spent the last few days being abused and railed and threatened by ee call centre staff,  it started with trying to get my complaint delt with in a professional manner .

They have promised to call me back 6 times 4 of them by managers from technical to every day customer services, and nothing , now after 6 hrs on the phone I eventually got through to first level escalation team who did nothing but abuse me and talk over me telling me what's not happening, I'm a recent stroke survivor of just 8 days ago I had a heart attack a few days later and had to have an emergency operation, just released from hospital and trying to sort out my affairs incase the worst happens and the ee call centre advisor and manager named Leanne ( who was the last one I was able to speak to after holding for 1hr and 30 mins said regardless of your injuries and kept being abusive to the point my family could hear her and begged her to stop , has anyone else had similar incidences I've been a customer if ee in all its forms for over 25 yes and never had anything like this , in fact I've never been so abused by any company like this 

[Chris_B]

@Profile closed    “Well as far as I am aware EE stores have not become self-service supermarket with the self-service checkout, so yes of course I needed help or at least some suggestion that someone was there to assist.”.    Not the best way to respond to a question of do you want help.     Yes the sales person should have helped as soon as you waked in.  

 And you get 12 days from purchase to report about a faulty device for an exchange of device.  After this the device is sent off to be looked at.  You don’t get a cooling off period with store sales so a refund isn’t possible.  The faulty device is fixed under warranty and only if that fault can’t be repaired will a replacement device be issued. 

It also seems you’re blaming EE because some other customer pointed out you were rude with your response to the sales person.    

my take of this is both the store sales person and the other customer and yourself where equally as bad as each other.    And this is just your side of this saga that gets me to that conclusion. 

[Katie_B]

Good morning @Profile closed. 

Welcome to the EE Community. 

Thanks so much for bringing this to our attention.

I am concerned to hear about how your latest visit has left you feeling and I want to make sure we take a look into what has happened. 

When you have a moment please check your community inbox. 

Speak soon, 

Katie

[Profile closed]

Dear Katie

This is the last time I will enter anything on this forum as it appears to be unmonitored as far as responses from other members are concerned, despite the fact that you Katie have responded to me.  You have not removed the response that not only adds insult to injury, but also contains incorrect information regarding consumer rights. 

'Chris..' seems to believe that we should beg staff to assist us while they are lounging around checking their socials. He also believes that there is some sort of 12 days limit on rejecting goods, which is of course totally incorrect and you should have pointed that out on the forum. Furthermore it would be good business practice to detail consumer rights or at least refer to the Consumer Rights Act 2015 so that customers are able to find out what right they actually have, particularly regarding rejecting a faulty or 'not as described' item within 30 days regardless of whether it was purchased in store or online.  This is not for when someone just changes their mind, when it does not apply. When rejecting an item within the 30 days customers have the right to a refund, exchange or repair but do not have to accept an exchange or repair. The law has more elements to it, but these are the basics that EE staff serving the public should adhere to.  Hiding behind a forum member's incorrect statements and insults to other forum members is not a good look for EE. I request that you remove that forum entry as otherwise you are condoning it and agreeing with it.

I have escalated my complaint. However, I have been informed that EE does not feedback the results of complaints to customers. However, on pressing for a feedback I was informed that a general one would be provided, but that it would take 7 days to look at the complaint, etc. etc. Reading other reviews I am not holding out for any  resolution as I also note that numberous customers have not only experienced very poor service/unacceptable service in EE stores, but that their complaints just disappear into thin air. According to the governemnt guidelines and the ombudsman, providing customer feedback it considered good business practice and not providing it is considered very poor practice indeed and might be considered as not adhering to the law. 

Perhaps  there should be consideration regarding EE's market share of the phone and broadband market as along with it's friend BT, it has been made so powerful that perhaps it is sitting on its laurels and only pays lipserve to customers. Over and out.