Britain’s EE is feeling some heat over a “two-tier” customer service system

Britain’s largest carrier, EE, has introduced a new level of customer service. Given that the carrier has been contending with higher that average complaints the past couple of years, one might expect these changes to be welcome.



However, they are not because simply, this new tier of service amounts to a “pay-to-play” scheme. Now, when customers call into EE’s customer service call centers, they will have the option to pay 50-pence (83 cents) to advance to the next available operator instead of waiting in the queue.



It seems that customers are none-too-happy about the idea. Naturally, ...



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