Magnificent balls-up by EE

[Captain Haddock]

Not a call for help, more of a rant but any helpful advice appreciated.

Been a happy-enough Orange customer for some eight years. Was recently looking at reducing my monthly bill so had a chat with them. Settled on a plan and was told I'd need a new SIM. Fair enough, I thought. Next thing I know, an EE SIM arrives. Call em stupid, but I expected the whole shebang to be working inside 48hrs or less but as soon as I slipped in the EE SIM it immediately asked for a SIM unlock code. Everyone at EE was baffled. I tried using the SIM unlock number on the packaging but that didn't work. I ws then given an 8-digit code by the support guys and told it would work; it didn't.

Then it was discovered that the phone needed to be unlocked because it was a) and Orange phone and b) a 4G SIM. Long story short and nearly two weeks later, the phone is still unlocked and useless, despite Orange/EE saying several times it will be up and running. I cancelled the contract but still can't get any resolution regarding the unlocking and the PAC code.

I decided to go with 3 and when I went into an outlet, one of the assistants looked at my phone, a Samsung G2, and said 'That phone won't work over 4G'. I really could not believe what I was hearing. So, I have a new contract and a phone that is still dead, even after the promised date of unlocking has passed.

Time to call EE yet again.

[nemesis45]

Re: Magnificent balls-up by EE

Hi, Don't Call write, customer (dis) service at EE is CRAP!! Complain to the CEO good results obtained by doing this.

nem

[Captain Haddock]

Re: Magnificent balls-up by EE

Hi, Don't Call write, customer (dis) service at EE is CRAP!! Complain to the CEO good results obtained by doing this.

nem

Oh, he got emailed last week and again earlier this morning.

Managed, finally, to get a PAC code but phone still dead. At least now I can migrate my number to the new service.

[ComputerGuru]

Re: Magnificent balls-up by EE

Take note of all extra costs incurred due to no mobile and put in a claim. Keep it realistic. We had a client recently offered £500 once the impact of their incompetence became clear. Obviously they are ring-fenced by t's and c's but once you have exhausted their internal dispute process the regulator is much more keen on honouring genuine claims. Good luck.

[Captain Haddock]

Re: Magnificent balls-up by EE

Well, finally got unlock code for the Samsung - which they then tried to charge me for, despite having should have provided it months ago. I also sent them an invoice for wasting my time - which they naturally refused to pay - and offered me, via their CEO's office, a derisory sum to settle the complaint. I am in the process of DSARing them (won't go into what I want to see as they probably surf these sites) and will then construct a complaint and approach CISAS.

I am rankled at the excuse that they do not provide compensation for non-business customers, even when they made the huge mistake that they had with my account, a mistake that undoubtedly cost me work as I am a freelancer who regularly picks up work just by picking up my moby phone.

Does anyone know if Telcos get an automatic fine if referred to a regulatory body as happens in the finance industry? It would make for a good weekend for me if that were indeed the case!

Anyone?

[Captain Haddock]

Re: Magnificent balls-up by EE

I finally got my teeth back into this again after a busy period. The DSAR went away and they've got a few weeks to supply all that. The DSAR and its PO were sent Recorded Delivery and have been signed for so there's no excuse later on down the line that the 'never received it'.

The purpose of the DSAR is to see what they hold in relation to the balls-up: the internal correspondence and call-logs between myself and their off-shore agents. Once I get a good idea of exactly how much time was wasted over this debacle then I'll be able to approach CISAS with some concrete evidence to get these clowns reprimanded in some manner.

[Captain Haddock]

Re: Magnificent balls-up by EE

So, the DSAR documents finally arrived, minus the telephone transcriptions I was hoping to see. Instead, I was supplied a select precis of some of these conversations, not all of them. Other than that, it is as I remember it all. This, and all my correspondence on the matter, is soon to be winging its way to CISAS and I am wondering if anyone here has any experience with the CISAS service and how they operate as an alternative ombudsman?

EE - like most suppliers of service - simply refuse to compensate you unless you are a business customer which I think is absolute tosh. Leaving someone with no service for the best part of ten days is, in my view, something that needs to be dealt with appropriately and not in such a cavalier and dismissive manner.

[nemesis45]

Re: Magnificent balls-up by EE

So, the DSAR documents finally arrived, minus the telephone transcriptions I was hoping to see. Instead, I was supplied a select precis of some of these conversations, not all of them. Other than that, it is as I remember it all. This, and all my correspondence on the matter, is soon to be winging its way to CISAS and I am wondering if anyone here has any experience with the CISAS service and how they operate as an alternative ombudsman?

EE - like most suppliers of service - simply refuse to compensate you unless you are a business customer which I think is absolute tosh. Leaving someone with no service for the best part of ten days is, in my view, something that needs to be dealt with appropriately and not in such a cavalier and dismissive manner.

Claims for compensation/redress for errors on service contract matters are always difficult you need to show provable loss unfortunately this is always difficult.

nem

[Captain Haddock]

Re: Magnificent balls-up by EE

Claims for compensation/redress for errors on service contract matters are always difficult you need to show provable loss unfortunately this is always difficult.

nem

Well, there's the rub. As a Freelancer, I cannot prove who was trying to call me for hire or trying to get ahold of me about an event that was already taking place. Still, I am hoping that CISAS read the raft of documents that detail the cock-ups, mis-information and delays that EE caused and find for me, in some way. It's gone beyond monetary recompense now; I just want to see EE reprimanded or found wanting in some way.

[Captain Haddock]

Re: Magnificent balls-up by EE - SETTLED !!!

Some good news on this, assuming no shenannigans on EE's part.

The case has been before CISAS for a week or so now and I was fully expecting EE to drag this out until the last moment before submitting their contention of events and denial of liability but, lo, and behold, I received and email from them today offering a settlement. Whilst this is welcome news indeed, I note that this settlement offer wasn't relayed through CISAS, as I was told it would be, nor has CISAS been copied in on the email but perhaps they have been notified directly. Anyway, I will wait to see if anything arrives from CISAS.

Of course, EE bleated on about denying any liability, etc, etc, ad nauseam, but I'm just pleased they're finally paying up for feeding me duff information and, more importantly, wasting my time and costing me work.

Will post again when and if the cheque arrives and hopefully wrap this up.

[Kati]

Re: Magnificent balls-up by EE

You could always forward the email on to CISAS and enquire if they have received it? They might end up a bit 'annoyed' with EE :tung:

[Captain Haddock]

Re: Magnificent balls-up by EE

You could always forward the email on to CISAS and enquire if they have received it? They might end up a bit 'annoyed' with EE :tung:

I did and also replied to EE and copied in CISAS. The latter did say that EE might contact me direct but that any offer should come via CISAS.

[Captain Haddock]

Re: Magnificent balls-up by EE

Getting near the end of the period in which I am due to receive settlement and nothing so far! :doggieyes: