Britain’s EE is feeling some heat over a “two-tier” customer service system

Britain’s EE is feeling some heat over a “two-tier” customer service system
Britain’s largest carrier, EE, has introduced a new level of customer service. Given that the carrier has been contending with higher that average complaints the past couple of years, one might expect these changes to be welcome.

However, they are not because simply, this new tier of service amounts to a “pay-to-play” scheme. Now, when customers call into EE’s customer service call centers, they will have the option to pay 50-pence (83 cents) to advance to the next available operator instead of waiting in the queue.

It seems that customers are none-too-happy about the idea. Naturally, social media was a ready tool for customers to express their angst. Many seem to prefer the idea of everyone being treated equally, first come, first served. A spokesman for the carrier stated, “It’s not that literally they would go straight through, all I know is it’s a queue jump…’priority answer’ is what we’re referring to it as.”

EE further explained that it will still handle all calls as quickly as possible. The 50p option will be available to everyone except pre-paid/pay-as-you-go customers. What do you think? If your carrier adopted a similar policy, would you use it? Surely there are a few of you that were in a hurry, or felt the issue urgent enough that you would at least consider it.  Is your time worth some extra change?

sources: The Independent via WPCentral

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12 Comments

2. fzacek

Posts: 2486; Member since: Jan 26, 2014

Stupid, stupid, stupid, stupid idea...

9. TheMan

Posts: 494; Member since: Sep 21, 2012

Hey, it's cheaper than Verizon's charge for preferential support through its Total Mobil Protection plan ($10/mo), which is the same as the Total Equipment Plan ($8) and more. The "more"? Verizon Tech Coach – A "team of certified technicians who provide online chat and over-the-phone support" and a Verizon Support & Protection App All for $2 extra per month.

10. fzacek

Posts: 2486; Member since: Jan 26, 2014

Verizon is just as bad...

4. mrmagicman21

Posts: 8; Member since: Jan 21, 2014

This idea is stupidly brilliant and people will come to love it mark my words. Especially of people have a tough issue tech/billing and don't want to spend the time... 83 cents seems like a steal. It's a completely bogus attempt at addition money grab but it's deviously brilliant

5. Raito

Posts: 79; Member since: Aug 15, 2014

really funny when you pay for a service that carrier elligible to provide from the start you choose their product

6. tacarat

Posts: 854; Member since: Apr 22, 2013

Reminds me of Ryan air. Super cheap if you stick to the basics. Everything above that is extra.

11. JC557

Posts: 1918; Member since: Dec 07, 2011

Aren't they the ones with the pretty hot stewardesses? I'd buy that for a dollar...

12. tacarat

Posts: 854; Member since: Apr 22, 2013

I think you'll find that where the age discrimination lawsuits didn't go through.

* Some comments have been hidden, because they don't meet the discussions rules.

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