EE, I think you need to take a VERY long look at your attitude towards your long standing customers

Last Saturday I decided it was time to update my old phone. After giving it a lot of thought I changed from the Samsung flagship phone to the new Google flagship phone, the Google Pixel 10 Pro XL. I like Samsung phones but I felt it was time for a change and the Pixel 10 had some new features that I liked that Samsung didn’t offer.

After talking with a very helpful lady at EE everything was set up and I should expect contact from DPD to confirm a delivery time for the coming Monday.

At 09:30hr on Sunday morning to my surprise I got a text message from DPD telling me the phone was out for delivery and would be with me in a few hours. This was no good for me as I was out for the day and was not what was planned.

I called EE and spoke to one of their staff and explained that the phone was arriving today and they needed to get in touch with DPD and get them to deliver on Monday as agreed.

Her attitude was nothing short of disguising from start to finish with a torrent of “it’s not our fault”, “this is DPD’s fault”, “It’s not our job to fix this”, Nothing we can or will do” and best of all “It’s your problem, I suggest you contact DPD”

After I ended the call I calmed down for a few hours and called them back and selected the option to go through to the cancelation department. The gentleman I spoke to there was very helpful and explained that the lady I spoke to who basically fobbed me off was completely out of order and apologised to me for the way I had been treated.

Unfortunately I felt I had been treated so badly and the “new phone experience” had been so screwed up that I just wanted to cancel the phone completely and put things back to how they were before I ordered the new phone on Saturday. That was done and that’s how I ended the call.

But EE didn’t end it there. Even though the phone wasn’t going to be delivered to me and it had been cancelled by EE, they continued sending dozens of text messages and emails railroading the setup process and new contract details as if I was going to get the new phone.

By this time I was extremely worried that EE would continue with this railroading process and disconnect my old phone leaving with no phone at all which is very dangerous for me given my medical history.

Over most of Monday and almost all of Tuesday I spent hours on the phone to EE feeling like they were being deliberately difficult and obstructive to avoid getting a straight and simple resolution to this ridicules situation and all I got from just about every member of staff at EE was lies, bullshit and fob off statements.

Basically, if there was a book of how not to treat you long standing and loyal customers they were working through just about every page if it.

Even now (Wednesday) I still received a text message at 01:00hr updating me that my new account was all set up and everything was “really exciting” and they hoped I enjoyed my new Pixel phone!!!!

If I could, I would close every account I have with EE and walk away, but the way EE set up discounts for one device based on your other devices means it would almost double my monthly charges. While I am pissed off with EE BIG time, I’m not stupid!

So, it’s a fresh day and hopefully EE will come through now and sort their shit out once and for all but I’m not holding my breath.