DS Forums

 
 

EE customer Service


Reply
Thread Tools Search this Thread
Old 25-03-2015, 09:25
benster
Forum Member
 
Join Date: Oct 2003
Location: Blackburn
Posts: 396

Anyone else like me only have good customer service when they ring EE be it about mobile phone/broadband Internet etc.

Always see a lot of bad stuff about EE Customer Service but whenever I've ring them the only complaint I would have is how long you wait on the phone before speaking to someone. My problems have alway been dealt with and solved.

Understand there will always be some people who get bad customer service, but is EE customer service really as bad as people make it out to
benster is offline   Reply With Quote
Please sign in or register to remove this advertisement.
Old 25-03-2015, 09:45
The Lord Lucan
Forum Member
 
Join Date: Apr 2005
Location: Scotland
Posts: 4,966
Same.. I dial 150 then hit 3, 3.
Only once had an issue with one dude, but hung up (during him talking..) redialed and got a less stressed staff member.
The Lord Lucan is offline   Reply With Quote
Old 25-03-2015, 09:48
Synthetic42
Forum Member
 
Join Date: Oct 2012
Location: Newcastle
Posts: 1,510
Only had to speak to them a few times but I use the 3,3 option too and I've always got through to someone useful
Synthetic42 is offline   Reply With Quote
Old 25-03-2015, 11:21
mikey86uk
Forum Member
 
Join Date: Feb 2005
Location: England
Posts: 5,525
Nope. Useless.

Phoned them about a problem with my 4G and the fact my Data usage wasn't showing in the app or online, so there was no way of finding out how much i had left.

Had a text the same day (Jan 10th) that they are looking into it and will get back to be.

Today March 25th exactly 3 days before i can them my 30day notice, i still haven't heard anything.

And the fact i didn't phone them up to find out whats going on, is because i seriously cannot be bothered with them.

I spend £61 a month with them and thats how they treat customers?

I know most mobile networks don't have great customer service but i can only go on personal experience.

Will be taking out a 30day contract with Three for £20 a month and see how they are.
mikey86uk is offline   Reply With Quote
Old 25-03-2015, 11:33
d123
Forum Member
 
Join Date: Jul 2007
Posts: 3,986
Not had a problem in 5 or 6 phone calls since joining EE. They've been better than Three, I ended up using the Three Exec Office even for normal CS issues (like billing problems) towards the end of my Three contract .
d123 is offline   Reply With Quote
Old 25-03-2015, 11:35
Synthetic42
Forum Member
 
Join Date: Oct 2012
Location: Newcastle
Posts: 1,510
I think it depends who you get through to. A friend of mine recently left working at an EE call centre (not CS) but he said CS always had around 100 calls queuing and they have tight targets for call times and answer times etc so a lot of the guys are stressed out and even though they might want to spend all day on the phone trying to fix your problem, they simply aren't allowed to do so.
Synthetic42 is offline   Reply With Quote
Old 25-03-2015, 19:07
lost boy
Forum Member
 
Join Date: Sep 2005
Location: Norfolkland
Posts: 1,787
Anyone else like me only have good customer service when they ring EE be it about mobile phone/broadband Internet etc.

Always see a lot of bad stuff about EE Customer Service but whenever I've ring them the only complaint I would have is how long you wait on the phone before speaking to someone. My problems have alway been dealt with and solved.

Understand there will always be some people who get bad customer service, but is EE customer service really as bad as people make it out to be
BIB - Yes.

I was with Orange and could tell you stories about them that could make your hair curl (and before anyone says it; the staff in India were, IME and barring a few exceptions, fine. Trouble usually started when transferred to the UK...). EE staff seem politer, as calls go to T-Mobile's call centres, but service provision wise they aren't any different, probably because they seem to have inherited some of Orange's policies.

There are one or two good apples there, one in particular comes to mind; she was on the phone with me for so long I actually asked her if she was going to get into trouble being on the same call for so long, but she was great about it and resolved every issue there was, so much so I actually sent in a letter saying so. Overall though, the good apples are very much the exception rather than the rule.

Oh, and if they say they'll call you back - don't hold your breath.
lost boy is offline   Reply With Quote
Old 25-03-2015, 19:17
Magic Cottage
Guest
 
Join Date: Nov 2004
Posts: 2,663
Have only needed to call them a couple of times but on both occasions have had excellent service and problem solved. Never even waited that long even without paying the 50p fee.
Magic Cottage is offline   Reply With Quote
Old 25-03-2015, 19:32
The Lord Lucan
Forum Member
 
Join Date: Apr 2005
Location: Scotland
Posts: 4,966
Never been put through to a non UK call centre AKAIK..
The Lord Lucan is offline   Reply With Quote
Old 25-03-2015, 19:35
moox
Forum Member
 
Join Date: Oct 2004
Posts: 14,640
I've been put through to the Philippines before with T-Mobile (pre Everything Everywhere I think).

I have to agree with the people who have had bad experiences. EE for me once refused to talk to me as "computer said no" when it came to my date of birth. I think I know my date of birth, and so should EE as they would have used it to make sure I exist when signing up. I had to redial, wait again for 30+ minutes, and speak to someone else

They also refused to speak to me once because "I didn't sound old enough". I have a pretty deep voice and have been told that I sound much older than I am.
moox is offline   Reply With Quote
Old 26-03-2015, 21:12
ShaunIOW
Forum Member
 
Join Date: Jun 2006
Location: Isle of Wight
Posts: 7,812
I've had two contacts with EE customer services over the past month and both were positive.

1. Dad had a T-Mobile contract, he passed away in January, and I told EE, they still sent out a bill for £40 in Feb and said his service was suspended till it was paid, so I phoned them, explained the situation and they waived the bill and cancelled his contract.

2. I received a new SIM card from EE today for a new deal i took out, I couldn't connect to data, so I phoned their tech support and got all the settings needed and my number ported over.
ShaunIOW is online now   Reply With Quote
Old 26-03-2015, 21:18
clm2071
Forum Member
 
Join Date: Oct 2012
Posts: 4,275
I had the pleasure of speaking to the Philippines call centre of T-Mobile pre EE.

I wont go into details but I ended up with £100 compensation for their 'customer service'
clm2071 is offline   Reply With Quote
Old 28-03-2015, 00:29
carnivalist
Forum Member
 
Join Date: Jul 2005
Posts: 4,412
BIB - Yes.

I was with Orange and could tell you stories about them that could make your hair curl (and before anyone says it; the staff in India were, IME and barring a few exceptions, fine. Trouble usually started when transferred to the UK...). EE staff seem politer, as calls go to T-Mobile's call centres, but service provision wise they aren't any different, probably because they seem to have inherited some of Orange's policies.

There are one or two good apples there, one in particular comes to mind; she was on the phone with me for so long I actually asked her if she was going to get into trouble being on the same call for so long, but she was great about it and resolved every issue there was, so much so I actually sent in a letter saying so. Overall though, the good apples are very much the exception rather than the rule.

Oh, and if they say they'll call you back - don't hold your breath.
Weird. My experience with Orange was outstanding - especially compared to my horrific experience with Virgin.

I wish someone in either the mobile market or Digital Media Services (Sky and Virgin Media mainly) would make a big issue of providing enhanced CS for a premium price. Bad service in these fields seems endemic no matter who you sign up with. The number of days of my life I've wasted and the mind-bending stress I've experienced dealing with mobile and cable operators means I would definitely pay more to avoid this.
carnivalist is offline   Reply With Quote
 
Reply




 
Forum Jump


All times are GMT. The time now is 13:19.