EE Customer Experience

Rebecca01

Well my experience was not good at all.

I have been an Orange customer for 7 years. I took an additional package out last week.

I bought an iphone 5C. EE sent me the wrong SIM, which is incompetence in itself. Accepting this as I mistake I phoned them , they told me to pop to the local EE shop. ( Darlington) and they would fix it. We said ok.

However we had visited that store before and they had been reticent in advising us about pay as you go prices.

So we visited the store hoping it coukd all be sorted. We explained to the lady what had happened. She said "rigghttt" looking at us in puzzlement. We explained further and she went to the back room to get a new SIM. She then casually shouted to the other assistant working in the shop " How much do we charge for replacement SIM cards?"
He replied "£10"


What? You are charging us for your mistake!

Ok its only £10 but still its annoying. Its a mistake by EE but they want to charge us.

We left the store with a brand new phone that doesnt work.

Theres a 7 day cooling off period and its very tempting to do so!

Sort yourselves out EE ! You need staff training!!

Buzby

You would be exchanging your SIM, so no £10 fee applies. If PAYG, it would be a £10 credit, making the SIM still free. Since Orange are in Darlington, you should have gone to their offices, not a shop!

Rebecca01

They probably wouldnt have let us passed reception! Lol

Buzby

They wouldn't have - it isn't a customer facing facility, but someone you'll have dealt with your issues there and then - much better than dealing with the retail monkeys......

[Deleted User]

Rebecca01 - You say it was the wrong sim they sent you.
By that do you mean it was the wrong number on it or was it the wrong size for the phone?

If it was the wrong size take a close look at it as many sims now fit two phone sizes - both standard and micro fittings. if you need the micro sim then you just pop out the centre piece and put that in your phone.
You can tell as there is a clear line round the micro sim where it has been partly cut in the factory so that it can easily be removed from the surrounding plastic.

Rebecca01

Thanks warhead. Yes I know. It was the nano SIM we needed. They sent the combi that you have mentioned.

It can be made to fit with scissors and sand paper as the combi is slightly thicker. However we shouldnt have to mess about filing SIM cards when we have just purchased the contract.

Rebecca01

Buzby wrote: »

They wouldn't have - it isn't a customer facing facility, but someone you'll have dealt with your issues there and then - much better than dealing with the retail monkeys......

Never even thought of that. I would have presumed they would have told us they dont deal with those issues there but yes thanks, interesting idea.

NFH

Rebecca01 wrote: »

Thanks warhead. Yes I know. It was the nano SIM we needed. They sent the combi that you have mentioned.

I don't understand why the networks don't issue triple-combi SIMs containing nano, micro and mini. The reduced thickness of the nano-SIM isn't a problem because it can simply be thinner on its underside. It took them years to produce combi mini/micro SIMs, and they're similarly dragging their heels again.