Mobile operator EE has launched what it calls a ‘priority answer service’ to allow customers with a query to pay 50p to jump to the front of the queue. Commenting on the announcement, Rob Kerr, mobiles expert at Uswitch.com, says: “Priority queuing will create a two-tier system, and isn’t going to earn EE any points for popularity.
“It’s all very well slashing waiting times for those who pay the 50p premium – but EE’s not made it clear if that means non-priority queuers will be left hanging on for longer than usual as a consequence.
“Paying extra to get bumped up the queue for customer support is slightly adding insult to injury, as most people are calling when they need help the most.”
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Jason Wakeford
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Email: jason.wakeford@uswitch.com
Twitter: @UswitchPR
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