Mobile phone operator EE has introduced a charge for jumping the queue on customer service calls. When they call the customer service line, they will be met with an automated message which will offer them the chance to use the priority service for a flat fee of 50p. This has enraged some customers who say that customers are not being treated equally.
EE said that the reason for introducing the fee was because they had set high standards for their customer service operations. One customer said that he would consider switching if EE was the only network to do this. The priority answering system will be similar to the queue jumping system charges at theme parks.
Currently, the service has been rolled out to pay monthly customers on SIM only plans. A customer said that the introduction of the charges made you think that EE was not going to be as keen to answer calls from non-paying customers. He said:
[quote] “I thought it was a bad idea for a company to offer to provide what really ought to be a standard level of customer service for a fee. It makes you think that perhaps they might not be trying too hard to answer the non-prioritised calls.” [/quote]