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Old 27-10-2013, 11:14
SkyPlatinum
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I really can't believe how poor they are. Out of interest I went in to two separate EE shops in Colchester and asked them about EE swap. One of them openly admitted they knew nothing about it and the other store told me it's a system where EE value my phone and but it back and I can use the value to pay off the old contract. Awful
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Old 27-10-2013, 11:26
paulker
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Everytime I go in to do something there is always an issue. Terrible. To be fair I am sure the pay is awful. All tech retail shop staff are rubbish with the exception of Apple. Training, pay and attitude is poor in this sector.
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Old 27-10-2013, 11:26
anyonefortennis
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I really can't believe how poor they are. Out of interest I went in to two separate EE shops in Colchester and asked them about EE swap. One of them openly admitted they knew nothing about it and the other store told me it's a system where EE value my phone and but it back and I can use the value to pay off the old contract. Awful
They're all as bad as each other these days. Welcome to the world of retail customers services 2013.
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Old 27-10-2013, 13:13
jabbamk1
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All phone store retail staff have no idea about the company they work for.
Many of them lie to get sales or lie about customer service issues.

Obviously there are exceptions... rarely.
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Old 27-10-2013, 13:29
The Lord Lucan
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Some are ok.. some are horrific, a few really good ones. Product of their managers usually. I find it a lottery with all of them not just EE. Strangely the older weekend part timers tend to be best.
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Old 27-10-2013, 14:07
CarrieNYC
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I've recently changed over to EE from Orange and found the retail staff to be hopeless, firstly they argued that they couldn't transfer over my orange perk discount despite both Orange and EE customer services telling me they could. In the end a call to customer services while in the shop sorted that out but they remained with the same clueless expressions on their faces throughout, Also when I upgraded, despite me ticking the box and signing on the dotted line to state that i wanted to carry over the phone insurance they didn't set that up either - I only realised when it came to my first bill with EE and I hadn't been charged, a quick call to customer services confirmed the store hadn't set it up - so there was me thinking my phone was insured when it wasn't. EE customer services on the other hand have been really good so far.
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Old 27-10-2013, 14:16
enapace
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Some are ok.. some are horrific, a few really good ones. Product of their managers usually. I find it a lottery with all of them not just EE. Strangely the older weekend part timers tend to be best.
I've recently changed over to EE from Orange and found the retail staff to be hopeless, firstly they argued that they couldn't transfer over my orange perk discount despite both Orange and EE customer services telling me they could. In the end a call to customer services while in the shop sorted that out but they remained with the same clueless expressions on their faces throughout, Also when I upgraded, despite me ticking the box and signing on the dotted line to state that i wanted to carry over the phone insurance they didn't set that up either - I only realised when it came to my first bill with EE and I hadn't been charged, a quick call to customer services confirmed the store hadn't set it up - so there was me thinking my phone was insured when it wasn't. EE customer services on the other hand have been really good so far.
This is going sound bad but I think the networks have put to much money into making the shops look nice. Instead they should of spent less money on shops and more money on staff training.
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Old 27-10-2013, 14:27
klendathu
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The staff at the one in Doncaster tell you to ring Customer Services whatever the issue or question may be .

It's the standard answer for absolutely everything.

They also have massive staff churn , and have been recruiting almost constantly since the EE brand launch. All the positions are less than 20 hours with a pittance for a basic wage.

When are these phone companies going to realise that you have to invest time, training , and money to get anywhere
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Old 27-10-2013, 15:28
roadshow2006
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I spoke to Orange on the phone yesterday and they were adamant T-Mobile and Orange didn't do unlimited data anymore. I said I wanted to leave for the Full Monty package on T-Mobile, and after being insistent they suddenly said "ah yes, I know the package".
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Old 27-10-2013, 21:24
Kierankay
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Everytime I go in to do something there is always an issue. Terrible. To be fair I am sure the pay is awful. All tech retail shop staff are rubbish with the exception of Apple. Training, pay and attitude is poor in this sector.
Apple stores are the worst I'd say, they are only interested in money my iPad was broke and they were more interested in trying to sell me a new one at a discounted price of 300 than trying to fix my older one, which after arguing with the guy eventually got sent away and fixed for free.
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Old 27-10-2013, 22:03
The Lord Lucan
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Can't say I've ever had bad customer service in an Apple store, also as they are not commission based they are least likely to hard sell out of all the mobile shops ie Phones 4 U!
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Old 27-10-2013, 22:56
Stiggles
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Can't say I've ever had bad customer service in an Apple store, also as they are not commission based they are least likely to hard sell out of all the mobile shops ie Phones 4 U!
Agreed.

In the apple store in Aberdeen and Glasgow they were superb. Very nice people to deal with. However, their phone support i found to be pretty awful.
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Old 27-10-2013, 22:59
The Lord Lucan
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I agree with that.
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Old 28-10-2013, 09:01
paulker
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Agreed.

In the apple store in Aberdeen and Glasgow they were superb. Very nice people to deal with. However, their phone support i found to be pretty awful.
Whenever I go to the apple shop in Braehead I always come out pleased or even surprised at the high level of service.

Just recently I took my iPhone 5s in to say its been dropping calls. They didn't hesitate to change it for me and it turned out there was nothing wrong with the handset.

When it comes to Applecare I only call for macs etc. I find that sometimes the Level 1 guys are lacking in knowledge a little bit but are alway pleasant and willing to help. They do not hesitate to put you through to Level 2 who are great. I recently bought an Apple display (refurbished with a big discount) with a wired keyboard. I was plugging the keyboard into the Apple display and not the mac. The display was sometimes not registering the keyboard but was registering all the other usb items. They couldn't get to the bottom of it on that phone call but they didn't hesiteste to send me a bluetooth keyboard worth 60 to with as I pleased.
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Old 28-10-2013, 11:52
srw985
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I don't understand how the Chester, Wrexham and Bangor stores are allowed to have signs up saying "Superfast 4GEE is here"

There's no 4G for miles and miles around
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Old 28-10-2013, 12:30
enapace
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I don't understand how the Chester, Wrexham and Bangor stores are allowed to have signs up saying "Superfast 4GEE is here"

There's no 4G for miles and miles around
Not quite true for Chester. I work up at Ellesmere port occasionally and I know they get 4G up there. That isn't to far from Chester at all.
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Old 28-10-2013, 16:53
lost boy
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All phone store retail staff have no idea about the company they work for.
Many of them lie to get sales or lie about customer service issues.

Obviously there are exceptions... rarely.
I agree in essence, although I find it tends to vary from branch to branch rather than staff member to staff member.

For example, my local Vodafone store is excellent - if you want advice they'll give you it honestly... and if you need accessories etc they'll direct you to where it's, shall we say, best to get it, irrespective of whether they sell it or not. Other Vodafone stores - not so much.

However, EE store staff (and Orange store staff before them) seem particularly unaware of what their company offers, and not just on the 'more complex' stuff - get this:

I went in once to pick up an etopup card, and needed to ask a staff member for it because they weren't out on display. Same staff member asked me if I needed help linking it to the account. I said no, I'll just do it on here (waving the handset at him). He asked me if I was going to ring, because if so it'd probably be just as well doing it in-store. I said no, I'll just use the option in the sim services menu. What do you mean he says, which led into me showing him how to link a swipe card to an account through the sim services menu on the handset. Text confirmation came through, I said that's gone on immediately, he said that was quick, saves ringing up and sitting on hold for 10-15 minutes for it to be added within 24 hours (his words). He asked me if that was a new thing - I said no, it's been possible for a few years. He then asked other staff if they knew about it - out of the 6 in-store 0 of them knew. Make of that what you will hmm.
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Old 29-10-2013, 02:31
KieranDS
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I was in an EE store the other day and found them to be satisfactory.

Continuing the conversation from a few posts up, Apple has the best customer service I've ever experienced. One of the reasons why I want to stay with them for as long as possible.
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Old 29-10-2013, 02:55
coolmark18
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I agree with my experience with them has been really poor. They are sales staff. Any issue or question has always been met with "Call 150".
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