Rare good news story from EE!

redzombii_2

I have an iPhone on a 4GEE Extra contract with EE. I was previously paying £47/month for unlimited texts and calls in UK and Europe and 10GB Data. Following the two recent issues with iPhones not being able to connect to EE (albeit very briefly and as far as I know just in London) I made one call to EE to complain and was offered the following as compensation - a goodwill credit of £30, a reduction in my monthly line rental to £43/month on a permanent basis, increase of my data allowance to 20GB (worth £16/month), inclusion of unlimited 080x and 084x calls with a refund of £40 for the 08 calls I have previously made.
All without even asking, just saying that its really inconvenienced me not being able to use my phone!
I guess I just got lucky with the right person on the right day, but I post as it does give an indication of what they are able to offer if you do make a complaint.

mobilejunkie

Maybe. Unfortuantely, any response is a rarity that alone an offer. You must be blessed.

Collabora

mobilejunkie wrote: »

Maybe. Unfortuantely, any response is a rarity that alone an offer. You must be blessed.

It all depends who you call and speak too, after my issues over a 12 month period and then selling me a faulty phone and an incomplete replacement, they refunded the phone cost with compo and what it cost me to return the replacement phone, which they used to reduce my contract from 24 to 13 months, so i can get PAC and leave without penalty and i still ended with £45 credit in my account

Techhead_2

I too had appalling customer service over a minor issue that should have been really resolved but ended up taking over 12 months and counting , an official complaint (well two because the first one was somehow "lost" by EE) and numerous unreturned calls. It's still not completely resolved.

Then, this week I had another issue. The agent solved it on the spot within minutes.

I think this shows that EE have severe customer service issues in both training and processes.

Collabora

If EE CS dont solve, do as i did call EE Exec dept on 0800 079 0232 Office opening hours are between 08:00 and 20:00, Monday to Friday or 08:00 and 18:00 on Saturday.

mobilejunkie

Collabora wrote: »

It all depends who you call and speak too, after my issues over a 12 month period and then selling me a faulty phone and an incomplete replacement, they refunded the phone cost with compo and what it cost me to return the replacement phone, which they used to reduce my contract from 24 to 13 months, so i can get PAC and leave without penalty and i still ended with £45 credit in my account

It didn't in my case. After speaking as ith several they ignored my formal complaint and then caved ax soon as it went to CISAS.

I'd call them consistent and predictable because it then repeated itself with a second issue, same lack of response and same result.

Collabora

mobilejunkie wrote: »

It didn't in my case. After speaking as ith several they ignored my formal complaint and then caved ax soon as it went to CISAS.

I'd call them consistent and predictable because it then repeated itself with a second issue, same lack of response and same result.

they will always cave when you goto CISAS as i am sure they are charged £300+ for this.

But i have never got that far as normally i give CS 2 chances and if they fail i go straight to CEO and just threaten that if they dont play ball i will take it to CISAS or whoever is the governing body is depending who my complaint is with and this never fails

POPPYOSCAR

We have had the most horrendous CS from EE.


We have been calling them for several weeks, got a different story
every time and in a very difficult time in our lives which has been very distressing.


Was promised someone would call back on several occasions which did not happen.


Finally got hold of someone prepared to see reason and sort it all out but it has been a nightmare.

Techhead_2

mobilejunkie wrote: »

It didn't in my case. After speaking as ith several they ignored my formal complaint and then caved ax soon as it went to CISAS.

I'd call them consistent and predictable because it then repeated itself with a second issue, same lack of response and same result.

Ofcom are conducting an own initiative investigation into EE. One of the reasons is failing to follow their own complaint procedure (ie ignoring complaints). I urge anyone who is driven to distraction by EE to fill in the monitoring form on the Ofcom website.

mobilejunkie

Collabora wrote: »

they will always cave when you goto CISAS as i am sure they are charged £300+ for this.

But i have never got that far as normally i give CS 2 chances and if they fail i go straight to CEO and just threaten that if they dont play ball i will take it to CISAS or whoever is the governing body is depending who my complaint is with and this never fails

That's not true. Otherwise they would have "caved" before it got there (twice) and saved themselves £600.

The real truth is, like most organisations nowadays, they work on the basis that if they a) send people round in circles for long enough (Vodafone) or b) completely ignore complaints (Orange/EE) most people will eventually give up.

Collabora

mobilejunkie wrote: »

That's not true. Otherwise they would have "caved" before it got there (twice) and saved themselves £600.

The real truth is, like most organisations nowadays, they work on the basis that if they a) send people round in circles for long enough (Vodafone) or b) completely ignore complaints (Orange/EE) most people will eventually give up.

CISAS do charge providers when a case is found in favour of consumer.