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Thread: EE fined £1 million for poor complaints handling

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    EE fined £1 million for poor complaints handling

    Ofcom's monitoring and enforcement programme investigation bites.
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    Re: EE fined £1 million for poor complaints handling

    Great they deal with issues about complaints....so when are they going to sort out Vodafone for their lack of coverage, they didn't hit targets set by ofcom and 90% of Norfolk can't get above 2G, although they are the strongest signal for telephone calls around here, data on the other hand is pretty much non existent outside of a couple of towns and Norwich.

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    Re: EE fined £1 million for poor complaints handling

    And in other news OFCOM attempted to fine Three for poor customer service but when contact was made OFCOM was transferred to an Indian sub-sid company who specialised in customer service. The end result being Three are no longer being fined as the only response received to any sentence was:

    "I understand your issue madam, but I believe I may be able to assist you. All you need to do is purchase this Samsung Galaxy S5 with 16GB of memory and 13MP camera, with all inclusive minutes, texts and data and free roaming to select countries for £49p/m with £50 upfront and a small delivery surcharge of £9.95 and a small incidental fee of £5 for the credit check."

    In response to this outcome a separate watchdog entity has splintered from OFCOM with the set purpose of monitoring Three. OFO (Oh Fudge Off) assumed duties immediately. It's first responsibility is to cancel the contracts OFCOM has with Three due to it's previous attempts to fine them. It's mandate is as follows

    "No, we do not want another contract. We just want to cancel the current one"

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    Re: EE fined £1 million for poor complaints handling

    Quote Originally Posted by Jowsey View Post
    And in other news OFCOM attempted to fine Three for poor customer service but when contact was made OFCOM was transferred to an Indian sub-sid company who specialised in customer service. The end result being Three are no longer being fined as the only response received to any sentence was:

    "I understand your issue madam, but I believe I may be able to assist you. All you need to do is purchase this Samsung Galaxy S5 with 16GB of memory and 13MP camera, with all inclusive minutes, texts and data and free roaming to select countries for £49p/m with £50 upfront and a small delivery surcharge of £9.95 and a small incidental fee of £5 for the credit check."

    In response to this outcome a separate watchdog entity has splintered from OFCOM with the set purpose of monitoring Three. OFO (Oh Fudge Off) assumed duties immediately. It's first responsibility is to cancel the contracts OFCOM has with Three due to it's previous attempts to fine them. It's mandate is as follows

    "No, we do not want another contract. We just want to cancel the current one"
    Thread winner that one.

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    Re: EE fined £1 million for poor complaints handling

    Personally all I want to see from Ofcom would be an announcement that they want to break up EE. I was a happy T-Mo customer and when EE was formed it seems like the worst of T-Mo and Orange's customer service was distilled into EE's replacement.

    Unfortunately there's zero chance of that happening - I'm just waiting for the announcement that one of the current "big three" (EE, Voda, O3) is going to merge with one of the others. And then there was two...
    Quote Originally Posted by Jowsey View Post
    And in other news OFCOM attempted to fine Three for poor customer service ...
    I tip my hat to the king of comedy, (at least on this thread), although part of me bewails the fact that it's only funny because there's a large dollop of truth in there. But hey, at least we aren't in the US...

    And gold-darnit I moved back to Three (from Virgin Mobile) last year (only because of Three's US-roaming deal and that VM don't do 4G).

    Career status: still enjoying my new career in DevOps, but it's keeping me busy...

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    Re: EE fined £1 million for poor complaints handling

    three already has raised prices after merging with o2

    three is next

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    Re: EE fined £1 million for poor complaints handling

    It really should have been a lot more say 10 million that combo of orange and Tmobile Take the P--S.

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    Re: EE fined £1 million for poor complaints handling

    I never understand the point of regulator fines, the money doesn't actually reach the people affected, nor does the government actually funnel it into fixing the problem(s)

    It would be a lot more effective if they started to force companies to invest £X million into solving the problem or lose their licence.

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    Re: EE fined £1 million for poor complaints handling

    Bargain! It costs a lot more than that just to make minor improvements through actual investment. I'd scale back CS even more and use a small part of the savings to pay the next fine years from now.

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