Open letter to Claire Gillies

[TimBarber]

Dear Ms Gillies

Under your predecessor EE had a policy to misrepresent products to existing customers in the knowledge that they would merely offer a derisory compensation package following a referral to a powerless ombudsman. I am wondering whether this policy has changed ahead of continuing the transfer of my EE services to another provider. I'd have done it sooner but treatment for my cancer somewhat got in the way.

My preference is to not change because I can do without the hassle but I'll commence transferring the broadband immediately and 4 mobile phones when the contract expires next year.

Thank you

[Christopher_G]

Hi @TimBarber 

I'm sorry to hear of your diagnosis. I hope your treatment is going well. 

We never like to see customers unhappy with their service. We do have a complaints code of practice for those times when you're not happy with something. Looking back on your previous community posts, I can see that you followed that regarding the compatibility problem with your mesh system the last time you upgraded.

We don't have access to your account here in the community, so I can't see anything more than you've posted here in the past.

We would love you to stay with us. If you speak with our Customer Support team, they'll be able to see the history of your account and will be able to offer you the best deal they possibly can, whilst making sure it's compatible with your current products.

Chris

[TimBarber]

Hi Christopher

Thanks for your swift response.

I'm afraid there is little point in dealing with the inapprpriately named "customer support team" because that's where this all started and all they wanted was to move it on to the ombudsman because they knew that they'd end up offering a letter of apology and a derisory sum.

The purpose of my post was to make an open plea to the new CEO in the hope that there was a desire to move EE back to a customer sevice focused business. I've enjoyed many years with EE and have always found the level of support first class but as a result of mis-selling of an upgrade my confidence was severely damaged. I can't remember the figures but this problem could have been fixed for around GBP 160 at retail prices, so perhaps GBP80 or less at wholesale cost. I spent a fair amount of time trying to get a resolution but the arrogance of your team was just unbelievable, merely fuelling my efforts for a resolution. The company must have incurred many times this cost through phone calls, emails and communicating with the ombudsman, which merely underscored the beligerence of the people involved. I'm afraid that some pretty inept individuals have found themselves promoted into positions of power and it has gone to their heads!

Thanks

[TimBarber]

I received an email from EE community asking whether I had solved my problem but sadly the answer is no. Other than Christopher at the community desk, I've had zero contact from EE, so I think it's safe to say that EE don't give a damn.

[Peter_W]

Hi again @TimBarber.

Whilst we're not able to access your account to view your specific case details via these forums, I want to make sure you're confident on how to pursue things further. 

You mentioned in your original post that the complaint was taken to the Ombudsman for independent review; if deadlock was offered and a decision was made at their end, then we wouldn't be able to reopen that case and provide a different outcome. 

If you have complaints surrounding any other aspect of your service though, I would definitely recommend looking at the complaints code @Christopher_G shared, as this highlights how you can raise this direct with our executive level complaints team. 

There's also a direct webform you can submit to them on our complaints page too.

Peter