Does anyone at EE give any clear communication these days???

[Peterb14]

So I ordered a product with EE on the 06/10/2023 as a pre order. They couldn’t confirm the exact date but said once it’s been launched. The launch happened and didn’t hear anything from EE, not a problem as they have lots going on. So I contact EE for a follow up or at least something. I was told they didn’t have the stock and awaiting it to arrive. I waited and still got no response. I then spoke with Rupali who stated I would receive the product on the 11th of October. I did not receive the product, I also got no communication from EE to say what’s going on. A complaint was raised at this point which is nice. What isn’t nice is the complaint being closed and no one actually speaking to you about the complaint. No reason why it was shut, no email to say sorry but we have found out this information? Nope just a text saying closed. So I contact EE again asking them what the hell is going on? Since asking what is going on after they have closed my case I have contacted EE a further 2 times and both times that I have been promised something I receive nothing. Communication at EE right now is awful. I have been with EE for 6 years and in my opinion it’s gone very downhill for leaving you wondering why you bothered to try and be with them. My contracts are coming up soon and I know it’s easy to stay with the same provider but right now with the communication people are receiving I think it might be safe to say it would be worth looking at providers who want to be clear with customers and follow up with promises. Lately been receiving lots of communication about how EE is going to be getting into everything, I think you should look at internal procedures before any more new business is taken on. People won’t stand for bad service 

[Katie_B]

Hello @Peterb14. 

Welcome back to the community. 

I am sorry to hear there has still been no update on your order. 

Following your last phone call to our customer care team what was advised in regards to timescales?

What device did you order? if you could also provide me with the colour and memory size so I can look into this further for you. 

Katie

[Peterb14]

I am losing count on the amount of people I have spoken with, it’s getting that many that I have screen shots of conversations just to keep up. On this platform you are the 3rd person to ask me the exact same question and they have promised I would hear something back. I am still waiting days later. I am providing every EE employee that I speak with the same information and then they disappear. If EE spent more time on contacting people back rather than spending time teaching people to become magicians I think it would be better for everyone. It’s the google pixel 2 I white. Also on a side note, you are the second person from EE to not ask anything about the complaint case? I had a complaint case opened and it was closed but once again EE are for some reason using smoke and mirrors rather than just answering questions that people ask. 

[Katie_B]

Hi @Peterb14. 

I understand this must be frustrating but as soon as your order beings to progress or there is an update you will be notified.

At this moment I am unable to find any timescales for this product. 

Regarding your complaint , you are right this should not have been closed if it has not yet been resolved. We have no account access here on the community but our customer care team will be able to look into why this was closed and also reopen the case for you. 

Katie 

[Peterb14]

I have heard nothing back from anyone or any kind of confirmation that my complaint was opened again. Reading all the posts on here it seems that I am not the only person who is struggling to get for the level of service most people expect these days. Hopefully people will be mindful when dealing with EE in the future. Expect amazing promises that you can do everything everywhere, yet cannot get back to customers who have been reaching out to everyone who will hear to find out what’s going on? I have now multiple requests outstanding on information that I have been promised I would receive and I am yet to receive one single piece yet. DO NOT expect EE to provide you with basic things that you have asked for repeatedly  in writing and have had not responded. As mentioned previously I keep records of all my interactions now with EE. Such a shame. 

[Peterb14]

Ok EE can go to hell. Promise after promise broken. The last agent said and I quote “my word is my bond” the promised me again a call back yesterday to explain what is going on. That’s the 4th time now EE has promised to contact me and haven’t. EE is crap and I will be telling everyone from here on that EE is awful. Second complaint closed and no contact as to why you are doing it?????? I am beyond words now. 

[Peterb14]

I have been waiting since the 06/10 and I have contacted them at least 10 times now asking for them to contact me. I have had 2 complaint cases now closed with no contact from EE at all to say why or what is going on. I honestly wish you the best of luck bur don’t hold out much hope for you to get anything sorted quickly. 4 times I have been promised in writing that someone will contact me. All 4 times I have not been contacted. Last person even said “my word is my bond”. Well sad to say I never got a call as promised 

[Peterb14]

Understand the frustration. No one seems to do anything apart from send you emails about new services and promotions. Hope you have luck with someone else 

[Peterb14]

No communication from EE that sounds strange 🙂 honestly I get the frustration. You can never get an actual response from anyone. Lots of promises that never happen. Terrible service. Hope you get sorted soon.

[Peterb14]

EE don’t seem to actually communicate with people. The irony of them working In the communication sector is enough to make you scream 🙂 hope you get sorted soon. Looks like lots of people are sick of EE at the moment. Terrible service all around. Makes you wonder what you are paying services for when you are not receiving them. If they wanted something for you though they are all over it.