Response Times

[Wilkslee]

Sent email to customer service on 9th October, chased 16th, chased 22nd, chased 31st and again today. Still nothing back. 
Is this common that EE care so little about their customers that they choose to ignore them or is it I am tied into 2 year deal and they have my money now so can’t be bothered to respond. 
Their service is comfortably to worst of any company I have ever dealt with. 
Comments please

[Matt_124]

There is no general enquiry email method of contact for EE Customer Services, only the phone and chat based methods.

Unless you have been provided an email address for a specific team or individual.

[bristolian]

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@Wilkslee wrote:

Sent email to customer service on 9th October, chased 16th, chased 22nd, chased 31st and again today

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What address have you sent the emails to? Some users in the past have quoted the "no-reply" ones

[Wilkslee]

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Lee

[Peter_W]

Welcome back to the Community, @Wilkslee.

As a few of the other guys here have already mentioned, we don't typically offer customer support via email, but occasionally our Guides will provide you with a contact email address to keep you updated on a case. 

The only other option would normally be our complaints email and webform, and we currently recommend around 7 days for these queries to be picked up.

When you mention chasing this with no update, have you had any acknowledgement that this has been received full stop, or have you just been emailing the same address?

Peter

[Wilkslee]

I’ve had ongoing issues with EE for 12 months and have been communicating with them on this mail address for over a year and now completely nothing. Therefore you are incorrect, I have corresponded via email for months and now nothing. If I do Webchat it’s appalling as only get to deal with accounts and I don’t want to waste an hour on the phone. So you’re basically saying we have used email for 12 months no we don’t have an  email address. 
thanks prefect service as ever. 

[Peter_W]

@Wilkslee As I mentioned in my last post, sometimes a Guide will offer you their email address as part of an ongoing case, and high level complaints will sometimes follow up with you via email too. 

There isn't a frontline option for queries via email, however. 

I can see earlier this year you highlighted issues around a case that had been sent to deadlock. 

Is this the case you are referring to here, or is it something different?

Peter

[Wilkslee]

This issue is regarding the appalling letter of apology received. After 12 months and having to chase an apology letter which the ombudsman told them to send, it arrives appalling formatted, text over EE logo and doesn’t make sense. It’s a copy and paste job at best and not in my view an acceptable apology. Therefore I have raised this and blatantly been ignored. 

[Wilkslee]

So how have previous messages to this mailbox been responded to then?? I don’t understand. There is no email, but I have an email address , have sent emails to said address and received responses from said address. Therefore unless I am missing something pretty fundamental - said email address exists. No?

[bristolian]

Having used the Ombudsman a few times over the years with different companies, they typically request confirmation of closure once they have ruled either way. Equally a company whom has been referred to ADR will typically refuse further direct contact with a customer, once an Ombudsman case has been opened - this is pretty standard practice.

Rather than tie yourself in knots taking up an issue with EE, why not just refer this directly back to the Ombudsman? There is a possibility here that a lack of response is intentional, in which case you are pursuing an exercise in futility and seeming to upset yourself further in doing so - life's too short!

Even if the lack of response is not a deliberate act, keeping comms with the Ombudsman until satisfactory closure is likely a smoother process.