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]

had to drop the c all and return to work. I will call the Billion pound company again later.  fun fact EE is responsible for more failed mortgage application in the UK than anyone else. 

[bristolian]

Where have you seen £81.4bn profit reported? The figures I've seen are a little different to that.

I suspect the demand around the latest Apple release might be impacting on queue volumes at the moment.

[Peter_W]

Good afternoon @Shockwaaave 

Welcome to the EE Community. 

I really appreciate your patience whilst waiting to get through to our team - we always aim to pick up calls as soon as we can, but please bear in mind that today is an iPhone launch day, so our lines are likely to be a fair bit busier than usual. 

It's also possible to upgrade online, or please do keep trying and I'm confident you'll be able to get through.

Peter

[Chris_B]

@Shockwaaave   EE are not responsible for your credit report.  EE do however log none payments on time as your breaking the T&Cs of a contract that you agree to honour, so it’s actually the none payment on time that’s affecting the credit report and that down to the bill payer not EE.   Perhaps understanding how you affected your own credit report is more appropriate than blaming a company that gives you credit.    

[garybs29]

I suspect too it's all the iphone people calling too, ultimately not the best time

[Shockwaaave]

its actually more than that but whos pinching pennies here 

[Shockwaaave]

for a company reporting billions in profit i couldn't give a damn what new product has been released that's unacceptable to make billions and have poor customer service. think about what you are saying and how much a 1 billion is let alone more, they could fund their own Call centres and pay the staff more than the nhs pay nurses and still barely  scratch the profit margin.   also the online upgrade does not provide me all options available to me as an ex EE employee Calling is my preferred option why is that a problem for a billion pound company., to cater to the customer ?

[Shockwaaave]

regardless they can afford to provide a better service and not have people on the phone to an IVR that wants to kick you off . some people actually prefer talking to a human and not a pre programed system with 0 lee way. fortunately some of us have not been programmed to serve and defend billionaires yet.  moth people dont understand how large that number truly is, you could empty every super market self and give a tip and still have enough to buy a private island and fund it  . let that sink in a bit

[Shockwaaave]

 imagine accepting that from a billion pound company. whos profit you contributed to! and have been for over 20 years  asking for a phone to be answered in under 5 mins so you can call on a lunch break or having a call back is not a lot to ask for.  fact i worked for them, I am 1000% confident the customer service has gone down hill and they are reporting record profit numbers, consumers need to stand up and demand more from these Giants. they can clearly afford it and are just greedy.  People who defend billionaires dont truly know how large that number is.

I mean they responded here and no one has offered a call back, it not like they dont have my number