EE customer service eventually comes up trumps

EE logoBefore Christmas I blogged about the issues I’d experienced with EE’s customer service when I tried to migrate my account from T-mobile to EE’s 4G service. In a nutshell instead of upgrading my account they upgraded my wife’s so I had a 3G service in a 4G phone and vice versa.

The good news is that I’m now a happy EE customer and enjoying blistering fast 4G speeds. I’m lucky to live in Leeds, which is one of the first cities to get EE’s 4G coverage. Even more impressively I get a good signal at home despite actually living on the very outskirts of Leeds and am as close to Wakefield city centre as I am to Leeds city centre. But even on the outskirts of Leeds you get a strong 4G signal. In fact, you can even get 4G in parts of Wakefield. Although coverage is sporadic as you can sometimes lose it within Leeds.

My issues with EE weren’t solved via the traditional customer service channels, but rather via EE’s advocate programme. Now obviously this isn’t ideal as what customers actually need is for customer service to do what it says on the tin and provide customer service. My main problem with both EE and T-Mobile’s customer service was that nobody I spoke to wanted to take responsibility for helping me. It also doesn’t help that when you’re ‘upgrading’ the two teams are separate. From a customer perspective EE, T-Mobile and Orange are the same thing and it’s up them to sort out their internal communications procedures. not me.

However, things changed when EE’s PR and advocate team got involved and the issue was very quickly resolved. My dealings with EE’s advocate and customer service team have convinced me that EE does take customer service seriously and is making strenuous efforts to improve it.

My personal top customer service tip for EE would simply be to ‘own the problem’. I’m realistic to know that not every customer service complaint can be solved to the customer’s satisfaction so that’s not necessarily what I was looking for. What I was expecting is that once I’d reported there was a problem then EE would ‘own’ it which means it does the investigating and it comes back to me. Not me chasing it multiple times.

In this case I’m delighted with the outcome as I’ve ended up with a better contract than I’d originally tried to sign-up for. I now have 5Gb of 4G data a month and unlimited calls (unlimited texts as well, but as I use less than 20 a month so it’s not really relevant for me). My wife has a similar 3G package (also on EE rather than the T-mobile one she was on before the botched upgrade). The 4G service is so good that I’m using it for mobile data at home rather than connecting to my home/office wifi. It’s too early to say how much data I actually need each month as my current contract runs from December 20 and my travel patterns over Christmas are totally different than at other times of year.

Finally a big thanks to EE, Andrew Grill and Neville Hobson for helping me to resolve this.

About Stuart Bruce

International communications consultant and PR trainer specialising in online public affairs, digital corporate communications, online PR and social media; frequent national media commentator and conference speaker.

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