EE Priority Answer: pay 50p to jump the customer service queue

EE Priority Answer: pay 50p to jump the customer service queueWell, the country’s most complained about mobile network is about to get a whole lot more complained about.

With Priority Answer, EE’s customer service team will answer your query before everyone else in the queue – if you’re willing to pay 50p for the privilege. Audacious.

Yes, this is a real thing, and no, it’s not April Fools’ Day. EE even uses blatantly negative language like “jump the queue”, which will immediately **** off those unwilling to pay 50p – those of a lesser priority.

The official statement from EE reads: “EE’s goal is to set the highest standard for customer service in the telecoms sector. To support that ambition we’re investing significantly in our retail stores, contact centres and account management websites and apps.

"We've already committed to returning over 1,000 roles to the UK from overseas call centres, and have already opened two new UK centres.

"To contribute to this and other investments in service we have introduced some small charges for certain customer services.”

Unconvinced, Labour parliamentary candidate Sundip Meghani took to twitter to say: “Everything Everywhere, but not Everyone. Disgraceful that @EE doesn't treat everyone fairly”.

Ed_H, Community Manager on EE’s blog attempted to “clear up any misunderstandings” about Priority Answer, stressing that 60% of EE customer service calls are “answered within seconds”, and explaining that the scheme wouldn't be offered “if there was a major issue or queues were too long for an exceptional reason”.

Are you with EE? How do you feel about Priority Answer? Feel free to let rip below.

Read more about: EE

Add a comment
5 comments

JanSt / MOD  Aug. 16, 2014 at 15:48

hahahahahaha

it's amazing what networks get away with. I almost feel like hugging a banker.

rattlehead  Aug. 16, 2014 at 20:20

EE back up is the worst, I wont be using them again, and the signal is terrible, always dropping calls and internet connections, also charge me for receiving mms from friends.

satchef1  Aug. 17, 2014 at 00:54

I love Ed_H's attempt to dig them out of the hole. 60% of calls are answered within seconds and if there is a long queue then the option won't be available. Either he's stretching the truth or anyone making use of this 'feature' is wasting 50p...

JanSt / MOD  Aug. 17, 2014 at 12:55

I love Ed_H's attempt to dig them out of the hole. 60% of calls are answered within seconds and if there is a long queue then the option won't be available. Either he's stretching the truth or anyone making use of this 'feature' is wasting 50p...

LOL

anyhoo... does anyone know how EE operate their call centre? Is it like Vf etc? Then this is doubly outrageous.
Those networks outsourced call center services. They then buy shares in the new servise service provider. And every time someone rings customer care the networks profits financially.
If you're on hold, they profit... This is documented, you can easily check it.

If EE operate that way, the 50p fee is the icing on an already nasty rip-off cake...

brass12neck  Aug. 25, 2014 at 10:34

It seems to be the way now, of you want quality anything (even customer service) well you better be prepared to pay through the nose. If you disagree with the company making money by selling what SHOULD be a gimme or heaven forbid you can't afford it then be prepared for a wait. What is also interesting is the way you are automatically offered the cue jump on traditionally quiet periods like Sundays. I said no then was but straight through!! It's blatent marketeering and someone should put them right on the matter. Would they dream of it in the USA or France? I don't bloody think so, the British are like maluable battery hens. Sitting on our perch accepting a few grains of corn for a life time of garbage from corperations who rightfully see the British as the cash cow we have become.

Email:

You don't need an account to comment. Just enter your email address. We'll keep it private.

Comment: