Ask yourself this: If it was so difficult to buy a phone from EE as it is to cancel, or if we had to wait a considerable amount of time on the phone or online chat to purchase a phone, would they exist as a business? Would EE be happy if we insisted they waited 30 days before we agreed to sign up to one of their tariffs?
Problem with live chat is that you can be waiting for well over an hour before someone is available to deal with your query, it's purposely under-staffed and not a viable option for most customers. We just want to talk to someone to set our minds at ease. Took EE well over a week to diagnose what had happened to my phone which was lost in transit due to EE not putting my address on the package.
When things go wrong, it can be very stressful as a customer, we feel powerless to sort out any issues and are relying on EE to 'assist' us in a timely manner. When buying any products from EE, it seems to be fairly swift and trouble free, so as a business, priority is invested in getting sales, but when errors occur, the system is designed to 'not work as well', in order to encourage people to hang up, and walk away out of frustration. It's an old tactic, and for the most part, it works. It's very one sided.
I waited over an hour at the weekend to speak to someone online, gave up in the end which is what I guess EE wanted me to do? Here is the proof.
