Very long wait times for Customer Services

[longwaitEE]

Customer Services wait time far too long.

August 1st 2022. After 1 hour and 39 minutes with no reply from Customer Services, I hung up.

Same day started on-line chat at 20.24, waited over an hour before a human answered and then communicated until 22.10 before being told this help service could not deal with an insurance claim.

ISSUE 1 – is it normal to hear “high call volumes” whenever calling Customer Services at any time of the day and on any day of the week. Under-resourcing of HELP !

ISSUE 2 – why doesn’t the chat help say on the website we cannot help with the following times, Eg An insurance claim.

QUESTION Is this the normal experience for EE customers?

[Chris_B]

@longwaitEE  unfortunately EE doesn’t control how many customers ring at anyone particular time that’s out of their hands so if you want to blame someone look in the mirror as you as a customer is what’s causing the long wait times that effect all customers.  ( not blaming you directly) 

online chat is only available when an agent is free to chat and if they’re not free to chat chances are there actually on the phone taking phone calls from customer who are calling customer services.   It’s the same agents as above. 

did you read THIS or any of the paper work you received before you tried using online chat for an insurance claim ?   

[Schockwave]

@longwaitEE , I rang customer service on the 4th August, it certainly did not take that long for someone to answer, that was late morning, so sometimes worth hanging up and trying again a bit later or at a different time of day. The recorded message usually tells you that EE is busy answering other calls, so there can be a wait and will answer as soon as someone is available.

[Northerner]

Hi @longwaitEE 

You must be unlucky as I've never waited that long. 

Thanks 

[Leanne_T]

Hi @longwaitEE

Thanks for coming her. 

I'm sorry to hear you were unable to contact us, please try us again on 150 or 0800 079 8586, and our mobile care team will be happy to help you with the insurance claim. 

Leanne.

[longwaitEE]

Thank you all who have replied. Very helpful. I accept i must have been unlucky and just happened to pick the very odd time when EE was very busy. I expect it will not happen again !!!  Watch this space.

I heard that the EU are imposing fines for companies that do not anser within a certain time. I think its time we in the Uk also had a similar law. Its  not just EE but my recent experience with BT and SSE was very similar.

No one has mentioned the need for the chat to include some exclusions on the web page which would have saved me some angst. Anyway, life moves on.

Take care

Steve

[Chris_B]

@longwaitEE  I posted a link about how to make an insurance claim.   On that link it says how you can start that claim and obviously you didn’t read any of the insurance information you got sent.  Sorry to say but you assumed when you already had the information but didn’t look at it. 

[longwaitEE]

Hi Chris, thanks for your reply. I have read all the information and have
made an insurance claim. The reason why I wanted to talk to someone and not
just make a claim online was the possibility of upgrading the phone at the
same time. The phone is for my disabled son who wanted, like so many young
people, to upgrade what was broken. Unfortunately this was not possible.

Regards

Steve

[Chris_B]

@longwaitEE  So it’s 2 things you wanted to do.   You have to get the insurance claim done with first before you can upgrade as upgrading will cease the insurance on the device you wanted to claim the insurance for.  

[Bry70]

I've been with Orange then ee since 1999 .

I used to spend £200/ month for my business but they have got so bad since covid and lost so many staff I've cut down my llnes and taken out contracts with o2 and 3  because their so bad.

Nothing to do with times, Just service is terrible.

I used to buy flagship galaxy notes and ipad pros every 2years now I buy direct from Samsung and Apple and cut down my contracts to sim only.

Problem is Ee have been bought out so many times service is down the pan. Period !