Upgrade calling nonsense

[paullec78]

Never had a company make you call them because you make a purchase.  10 years and upgrade phone online to get the std call to progress order email. 

4 times tried to ring and lastly get a voice saying " 2 hrs wait" . Seriously, do EE expect customers to constantly try to ring them ?   

[Northerner]

Hi @paullec78 

You are calling becase EE have asked you to call. 

Thanks 

[Chris_B]

@paullec78  It’s to cross the T and dot the i  and to make sure it’s actually you doing this and not someone who might if gained access to your account making you pick the bill for a phone you have no knowledge off.     I’m sure this is the last thing you want,   

[paullec78]

I get that but they should be ringing you when they come to process.

[Chris_B]

@paullec78  Yes because they have time to call you when it’s you doing the ordering Instead of helping other customers who are calling customer services.  
  It’s your order and you call when it’s convenient for you to call.    What happens if you are in a position not take that call at that time.   

[Peterldavey]

Same here seems pointless

[paullec78]

They ask for pin code to make sure its you , the address is registered to the delivery and card details , there no real justification to having to ring up in this day and age and then get met with 30 mins plus waiting times.  You say "your"order and you say when " you" are convenient, when do working people have hours to wait on the phone , like trying to get oasis tickets. 

[Schockwave]

@paullec78 , they are probably very busy with the pre-orders for the Apple devices and this takes time, when upgrading, so I would suggest waiting and trying at a later time, and you may not have such a long wait.

They answer phone calls on a first come first serve basis, you should also be able to press a button for a call back, I believe.

[Chris_B]

@paullec78   Like you say you are working so it’s not convenient for you at that time to take a call.     Your comment starts off at 30 minutes and then at the end of it you’re stating three hours waiting time before you can speak to customer services.  Customer services don’t control the number of calls they’re receiving and  like you other people want to speak with them as well .  The longest I’ve waited is around 25mins and I don’t expect to be given priority over anyone who has called before me perhaps some customers do. 

[paullec78]

It's now the 5 th time , if you want me to fully note the amount of times I've rang then I will, maybe it was convenient to ring at 1pm but at 1.30 it's now not  convenient 🤷🏼‍♂️

Last night on way home, recorded messages says 3hrs . This morning at 8am it's say 30mins , then at 9.30am it says 1hr . This is the same time and time again.

You say customer service cannot control the amount of calls. True, but they don't help with asking nearly everyone to ring up do they. ?  Perhaps if this nonsense wasn't happening the people who needed technical or bill help could get through in a timely matter,. Then  me constantly trying to get through over a upgrade which pretty much could be delt easily without the extra  calls especially when I've paid for the phone.