Quote:
“Interesting. Can't say I've seen this happen before and I'd certainly check with them to see exactly what you're getting before signing on the dotted line. It's worth noting that some customer service agents tell you you're getting the world but when you actually accept the deal they offer you something completely different.”
I was so shocked by it. I asked them to call me back in 5 mins as I had to 'quickly do something'
I quickly set up a call recording facility for when they called back. At which point I stated to the agent that I was recording the call. at first she blagged so hard about things like 0800 and feel@home etc. I thought that this was it and that any further attempt would end up in an endless loop. I was surprised. I ended up upgrading to the s6. Call recording in hand just in case. I also went onto 3's webchat and asked them to confirm the plan details. This was done and a screenshot was obtained. There was no need to worry though the price was actually right and does reflect on my3!!
I daresay when in doubt record it!
and if you're with ee always record. even if its not a cancellation/upgrade query. I told ee a few weeks ago that my mifi had broke. They agreed to replace FOC with next day delivery. I asked if any charge? any change to contract? and asked if there is any catch such as renewal? Was told no,no,no..
**checks myEE... ** Contract end date is 2017
they had also removed my loyalty discount of £11.
It took a week of battling to get to the team manager.
Team manager said call couldn't be located.
Escalated to operations manager. No response after 3 days.
Sent threat of legal action to Olaf (CEO office more like)
No reply from his lot!!
Nagged head til got the ops manager. He found the call recording removed the commitment and reapplied the discount.
Worst thing about it is that this same situation has occured to me twice!! Prior to this occasion my mifi broke and they did exactly the same!!
Quote:
“Three set up a customer relations team in Glasgow back in 2013 and started to expand the operations carried out by this team in May 2014 after heavily investing in customer service training. This team was set up as part of their whole customer satisfaction scheme where they aim to sort out escalated issues in a timely and professional fashion. The team has now expanded to over 160 staff and they are able to call/email customers and authorise things faster than the main call centre can.”
Must have been after my time then!!
they do seem very efficient with the 2 times I spoke to them. I also got confirmation from customer relations of my price plan and details. This was after calling 01628 maidenhead switchboard and asking for CS I got put through to this lot!