Worst Account Manager interaction i've ever had.

[DalekSec]

Recently got a contract with EE to have as a backup to Vodafone. See below message history word for word (bar taking out obvious details), backstory: User needs eSIM moved from 1 device to another. My tech emailed him and got told to call Customer support who told them he cant do it, i have to as im named on the account. I ring EE who tell me to go to an EE store.... im a business customer. 

1st email from me: 

 

Quote

Afternoon ACCOUNT MANAGER,

 

We are needing to move an eSIM to a new device, me and TECH have both tried ringing via the customer support number, I just did and was told to go to an EE Store to get it swapped…. Even when I mentioned I was a business customer.

 

If it possible to get an easier way to swap this over? We currently have a plan with you and with Vodafone, who have a portal where we can login and do self-service. Is this something you offer?

 

If not can you please point me in the right direction to get this SIM swapped, 

Thanks

 

 

AM reply:

 

Quote

So are you looking to port number over from Vodaphone to ee?

 

(thats it, no signature no hi or regards no nothing that is word for word)

 

ME:

 

Quote

Hi ACCOUNT MANAGER

 

We are looking to move the number: NUMBER (an EE Number which is an eSIM) To another phone, can you help please.

 

 

 

AM:

 

Quote

HI MY NAME

 

That would be customer service they shouldn’t sent you to the store

 

 

 

.... i don't really know what to answer to that

[DalekSec]

Update:

 

Me: 

 

Quote

Hi AM,

 

Ok, so how do we go about swapping it? As his old phone is broken and we need it moved to his new phone,

 

Thanks,

 

AM:

 

Quote

Number to call is 150 or 07.....

 

[Fazza]

My favourite response from an account manager was the other day when I asked how they were getting on sourcing a part and I got a two word response:

"tough luck"

[MatthewL]

Ask for their managers details then get a complaint it.

 

EE are normally good, looks like you got a bad one there.