On carrying out a recent update on my iPhone 4S, I noticed that, since Thursday of this week, the wifi facility has been disabled and greyed out and therefore, I am now reliant on an at best, patchy signal from my home at Barham Road to make/receive calls, texts and access the Internet.
In my current job as PR person for a local High School, it is vital that I access Internet and telephone on an almost daily basis to properly carry out my role. Concerned abut this therefore, I today telephoned your customer services line from my Orange pay monthly phone, visited your Dartford store and was advised that this was not under the remit of EE and that I should, contact Apple.
In doing so, by going in- store at my local Bluewater Shopping Centre, I was told the earliest appointment at the 'Genius' Bar would be next Thursday; some 7 days after the event.
Reluctant to wait, I then went into Bluewater store on the Upper Level, near to Barclays Bank. Here, I encountered a less than satisfactory level of service from a vainglorious member of staff named John, whom I am told is the store manager.
His attitude was one of ' well, it's not our problem. Our responsibility is for the network, not the phone' and yet all this was said while standing next to a piece of signage which claims : "Got a problem?We will fix it...and replace your phone while its on the blink".
When challenged, 'John' was both indignant and intransigent towards me and frankly, his bolshy salesman approach was rather offensive. When asked to note down my complaint, he was unwilling, stating that he'd 'taken it in board' but that there was ' no facility in store to escalate it any further'. He even laughed when I protested that the signage was misleading; falsely claiming to be helpful, undermining EE's intentions to do 'anything to help' and that it needed a disclaimer saying *excludes Apple.
Given that Apple is one of EEs highest grossing products and no doubt, is a popular choice for many, I would think it vital that this fact be made known to anybody taking out a 24 month contract like myself- or any contract for that matter. Furthermore, when considering the race towards 4G, surely it's fundamental to keep current 3G customers happy first before steaming ahead into the 22nd century as they so vehemently advocate?
Unrelenting, however, as a last ditch effort to solve my problem, I decided that I would visit the downstairs store at unit 53. I found the service of, not one, but two, fairly junior members of the team (whose names I didn't get), to be of a thousand times that of this 'John', who calls himself a 'manager'. I therefore wish to compliment them on their 'teamwork' and their efforts in actually trying to help.
Sadly, the fact remains that I am currently unable to use a service which I pay some £30 a month to use.
In my current job as PR person for a local High School, it is vital that I access Internet and telephone on an almost daily basis to properly carry out my role. Concerned abut this therefore, I today telephoned your customer services line from my Orange pay monthly phone, visited your Dartford store and was advised that this was not under the remit of EE and that I should, contact Apple.
In doing so, by going in- store at my local Bluewater Shopping Centre, I was told the earliest appointment at the 'Genius' Bar would be next Thursday; some 7 days after the event.
Reluctant to wait, I then went into Bluewater store on the Upper Level, near to Barclays Bank. Here, I encountered a less than satisfactory level of service from a vainglorious member of staff named John, whom I am told is the store manager.
His attitude was one of ' well, it's not our problem. Our responsibility is for the network, not the phone' and yet all this was said while standing next to a piece of signage which claims : "Got a problem?We will fix it...and replace your phone while its on the blink".
When challenged, 'John' was both indignant and intransigent towards me and frankly, his bolshy salesman approach was rather offensive. When asked to note down my complaint, he was unwilling, stating that he'd 'taken it in board' but that there was ' no facility in store to escalate it any further'. He even laughed when I protested that the signage was misleading; falsely claiming to be helpful, undermining EE's intentions to do 'anything to help' and that it needed a disclaimer saying *excludes Apple.
Given that Apple is one of EEs highest grossing products and no doubt, is a popular choice for many, I would think it vital that this fact be made known to anybody taking out a 24 month contract like myself- or any contract for that matter. Furthermore, when considering the race towards 4G, surely it's fundamental to keep current 3G customers happy first before steaming ahead into the 22nd century as they so vehemently advocate?
Unrelenting, however, as a last ditch effort to solve my problem, I decided that I would visit the downstairs store at unit 53. I found the service of, not one, but two, fairly junior members of the team (whose names I didn't get), to be of a thousand times that of this 'John', who calls himself a 'manager'. I therefore wish to compliment them on their 'teamwork' and their efforts in actually trying to help.
Sadly, the fact remains that I am currently unable to use a service which I pay some £30 a month to use.
