Hi
I couldn’t find a positive feedback form and didn’t receive a feedback survey text, but I really wanted to comment on the excellent help I received from Luke in Plymouth. Following a few painful calls to try and resolve my issue, two complaints logged, some incompetent help which seems to have surprised EE staff and a trip to the EE store as advised - surprising the store manager who was apologetic for my journey and unsure as to what they expected him to do from what he could access (Danny at EE Norwich - also a great example of good honest service by EE so shout out for his help too!), who did what he could and apologised as he said I’d need to call EE back again.
My attempt this evening was my final attempt before planning to leave EE, even debating it when the option of ‘thinking of leaving us’ was mentioned on the phone options. But I pushed on, this is when Luke from Plymouth handled my call (like a pro!).
Luke was understanding of the difficulties faced when previously calling and was reassuring he would resolve this. Within 5 minutes he had accessed the document which evidenced that I was told I would have EU roaming as part of my package - something others were unable to do, with Luke concerningly explaining how he just searched the date and my number to access it, stating there was no reason why this couldn’t have been done during previous calls, which lead to even more questioning over why I was asked to go to an EE store to evidence that my EE document stated this. He explained clearly why the call record (from when I took the contract out) wasn’t found when a previous EE adviser tried listening to it and also assured me he will sort this all out this evening. However when Luke explained he would need to run this by his manager and discuss this with them first, I thought ‘here we go, I’ll be waiting for another call back for this to continue’, but he quickly said he will just put me on hold whilst he does this to ensure it is sorted today.
This was resolved, he explained every step to me and why he was doing it. He was reassuring, empathetic, honest and incredibly good at his job.
That is why I am writing this, because Luke from Plymouth absolutely deserves recognition for his work, his representation of EE has helped restore some faith in EE for me. The people I had spoke to on previous calls felt like they were in it for commission, they lost my trust following vague responses, negotiating my agreement to closing a complaint and showing little interest or care (especially the first adviser, he couldn’t give a damn about me and was an example of the worst possible service you could receive).
I would be happy for this feedback / call recording / notes to be used to evidence Luke’s exemplary customer service and positive representation of EE. He would make an excellent manager and definitely deserves recognition. So if his team has a promotion available - you’ve got the ideal candidate there!
Thanks again and sorry for the long feedback, it honestly has been a frustrating process and I have had the weight lifted now.
