Which? 's latest survey showed that whilst companies like Lush and John Lewis do well in customer service, EE is the worst out the 100 UK companies they researched. From personal experience, it's hard to argue with the results. It's harder to know which is less likely, getting served by a member of staff, or getting an intelligent answer as staff simply don't seem to care and show their contempt for customers disrupting an otherwise pleasant day doing nothing and getting paid for it.
This does leave the question of what BT should do with EE when they complete the purchase. One suggestion is that they should sack all EE staff, management and executives. It doesn't seem that beyond offering the largest 4G network, that EE is able to offer customers anything else.