“I was informed that I was eligible for an early upgrade and, due to timing and the online offers, decided to upgrade over the website. Sadly the website is quite flawed in that every time I would attempt to access the upgrade options and select my phone/plan, the website would automatically log me out of my account. Logging back in directed me back to the 'My EE' page and thus the vicious ensues! After mistakenly placing an order for a new contract (I wasn't to know!) I received an email to contact EE.
At first the process was a little difficult - the gent tried to help me through the online process to no avail - he was stuck himself. Plus, the offer I wanted (A 'Good as New' Samsung Galaxy S7) was only available online, which meant that he couldn't process it himself. And then the call dropped out on us.
On second attempt I was put through to a lovely women named Leslie who did absolutely everything she could to fix the issues - eventually, after a word with her manager, she managed to put through the order for me then and there and even knocked off the early upgrade charge for my troubles.
Leslie was extremely apologetic, grateful for my patience and I couldn't have asked for a better customer support experience. I entered this support process expecting a lengthy yet fruitless result, and was immensely pleased to have had such a considerate employee to help me through the process and, unlike a great many businesses' customer support staff, actually provide support and a solution!
We do lose a star because of the initial issues (and catalyst for this experience) regarding the website - it can be quite difficult to navigate and there is clearly an instrumental flaw in its design, as both myself and the dupport staff experienced the same 'logging out' issues. For a large company, I think this really should be a priority.
Overall, Leslie was fantastic and I'm immensely grateful she picked up the phone to help me!”
