EE, the UK’s largest mobile network, has introduced a customer service queue jumping – unsurprisingly, its customers aren’t impressed…
Mobile network EE has introduced a customer service queue jumping option…but you have to pay for it.
In a move that will almost certainly annoy pretty much ALL of its customers, EE's automated message invites callers to bypass the queue and use its priority service for the princely sum of 50p.
EE claims the initiative, called Priority Answer, will fund improvements to its service, but its customers has reacted with anger, with many tweeting their disgust, comparing the mobile network budget airline Ryanair, which famously charges extra for many services.
An EE spokesman said: "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.
"To contribute to this and other investments in services we have introduced some small charges for certain customer services."
EE's regular customer service line is available between 8am and 10pm, but Priority Answer will only be offered from 9am to 6pm. The same operators will field both sets of calls - so people unwilling to pay the fee could end up waiting even longer as a result of its introduction.
With UK communication watchdog Ofcom's latest quarterly complaints report showing EE is already the most-complained about mobile network in the UK, it's complaints line is likely to on fire this week - but will anyone use Priority Answer to complain about Priority Answer...?