MSE News: EE introduces customer services queue jump fee

[Deleted User]

Only time I called EE was to cancel my contract. Glad I got out.

ZhugeEX

Money-Saving-King wrote: »

I think it's a good idea. It obviously costs money to run those places and I wouldn't be surprised if a lot of the calls are from customers not understanding simple things etc which I myself to want to have to bare any cost of.

They have a massive EE community forum for help questions. I have posted 2 threads on there and got answers both times on the same day. Why don't people use that? It's free.

Except EE is rated the worst for customer services.

So why are customers paying a premium for a worse service.
I'd understand if they were rated best.

Money-Saving-King

ZhugeEX wrote: »

Except EE is rated the worst for customer services.

So why are customers paying a premium for a worse service.
I'd understand if they were rated best.

Why not use the free option like I have? I didn't even have to lift the phone!

ZhugeEX

Money-Saving-King wrote: »

Why not use the free option like I have? I didn't even have to lift the phone!

Can you sort out a billing issue or cancel a contract on the forum?

I don't think you can unless you know it's possible?

Money-Saving-King

ZhugeEX wrote: »

Can you sort out a billing issue or cancel a contract on the forum?

I don't think you can unless you know it's possible?

One of mine was a billing issue. I'm sure you can also cancel an account in store. They have enough stores so I'd struggle to believe someone would have to make a special trip and not combine it with something else.

ZhugeEX

Money-Saving-King wrote: »

One of mine was a billing issue. I'm sure you can also cancel an account in store. They have enough stores so I'd struggle to believe someone would have to make a special trip and not combine it with something else.

They can't cancel in store. Also I just realised you and I are actually talking about something completely different. I'm talking about the 25p charge for PAYG and SIM Only customers. This is a standard charge and is paid everytime you ring customer services. This is the one I'm saying is unreasonable. Besides, not everyone is tech savy like you and I and can sort their own issues out. A call centre exists for a reason.


Oh and also,
I don't agree with what you say. You must work for the company or be a shareholder or something like that.

InaPickle

Un. Be. Lieve. Able.


As being with Orange then EE for about three years I just left them after some of the worst customer service I have ever seen. To think that I might have had to pay for that shocking service is absolutely disgraceful.


Avoid like the plague, people. Or Ebola.

consumers_revenge

Doesn't matter if you pay the 50p.


You will still get the same useless !!!!heads who cant sort your issue out anyway.


Now a £10 fee to talk to the person who knows how to sort your issue? That I might go for!

Techhead_2

ohit wrote: »

It's a free market - they are entitled to charge for Q-jump if they want.
Another reason to choose a different provider, like the free market allows you to.

The difficulty is that you could well be tied into a contract of some sort (this applies to SIM only as well remember). During the course of my contract they have changed the terms to allow a regular yearly increase, increased out of bundle charges, messed up their website, removed an additional service I used and now increased/added charges for already poor customer service.

Yes, I shall choose a different provider but I can't do it straightaway.

We need more people to lobby Ofcom to ensure that they do their job properly.

PeteM1967

EE just seem intent on coming up with new and novel ways to fleece their customers, its almost as if they are running some sort of weird experiment to see how far they can push people!

Anyway I left them on Monday, ported my number over to 3 following their recent little price rise for in contract customers. Took a little while to escape as had to sit out the last 6 weeks of my contract, get my phone unlocked etc... but the wait was worthwhile.

Still that little price rise proved costly to EE, they had to defend a CISAS case which would have cost them £300 so I guess I had the last laugh.