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EE customers fume as operator introduces queue-jumping charge

Impatient callers can pay 50p to join a 'priority' queue
Fri Aug 15 2014, 10:06

EE logoMOBILE OPERATOR EE has ticked off its customers by introducing a queue-jumping service, allowing callers to its customer service line to join a "priority" queue for 50 pence.

It's not clear exactly when EE launched the controversial service, but now an automated message on its customer service line offers impatient callers the chance to hop onto its "priority" queue for a 50p fee.

This news has not gone down well with the network's customers, who already have to cough up to contact EE if it's earlier than 8am, or after 8pm and 6pm on weekdays and weekends, respectively. The mobile operator charges its contract subscribers 50p, while pay as you go customers are forced to pay 25p.

EE customers have flocked to Twitter, the moaning platform of choice for many, to let off steam about the recently introduced additional charge.

One unhappy EE customer vented, "As an already paying @EE customer, why should I have to wait longer for help because someone else with no patience can pay [to] jump the queue?"

Another added, "I have been a customer of [T-Mobile and] @EE for 10 years now. The call jump system they want to introduce is disgusting. I'll be off to O2 then."

EE doesn't seem too shaken by the remarks, and said the queue-jumping charge will go towards improving its stores and contact centers.

A spokesperson told The INQUIRER, "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."

The introduction of the queue-jumping charge perhaps didn't arrive at the best time for EE, which earlier this week suffered network downtime, leaving many of its customers without 3G and 4G access. µ


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