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Your best and worst customer service experiences [rant & praise]
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pixiebean22 wrote: »We were having bother with our Eircom broadband so we switched to Digiweb. We live in a rural area so our options are limited.
Before we switched we contacted Digiweb about their Metro broadband package. They sent out a technician to test for a signal at our house. The technician told us that trees at the front of our house were blocking the signal and suggested that we cut them down. The trees block our house from a very busy main road so it's not a decision we'd take lightly. The technician told us that someone from Digiweb would ring us later that day with our options.
We received a call about an hour later (note: before we became customers they were all about follow-up phone calls and actual customer service) telling us that they could offer us an 8mb connection. Of course we were delighted, we had a 3mb connection with Eircom. We checked with Digiweb numerous times (we were just so amazed) that we could actually get that connection on our line. We advised them exactly why we were leaving Eircom and they knew our reason for moving to them was the increased speed. We understand that Digiweb use Eircom's equipment but they told us numerous times that that did not matter and that we would receive an 8mb connection regardless. So we signed up with them. We signed up to an 8mb package (including minimal calls as we barely use our landline) at €30 for the first 3 months.
We received our router and found we were only receiving a very poor 2mb connection. We rang Digiweb, somebody was going to call us back. We waited days for that call. We rang them again, somebody was going to call us back. We waited another few days. Eventually my boyfriend rang them and actually got to speak to the relevant person who told him that our line couldn't handle 8mb. Obviously my boyfriend was pretty outraged considering what he had been promised (he left Eircom after 10+ years of pretty much faultless service aside from the 2 months before we moved). The person he spoke to said it might be possible for us to receive a 5mb connection and that he would call us back. Again, that call never came.
In the meantime we received our first bill from Digiweb, in the amount of €57.82, no mention of the promised €30 for the first 3 months.
We decided to get Comreg involved considering the lies we had been told and the poor customer service we were receiving. Comreg got involved and it then transpired that we couldn't receive any satellite broadband (despite being told we would get a signal if we cut trees down), we couldn't receive an 8mb or 5mb connection and all that Digiweb could offer us was exactly what we had been getting from Eircom. Comreg negotiated with Digiweb and Digiweb agreed that if we decided to leave our contract that they would not charge us any penalties.
We were stuck between a rock and a hard place. I need broadband for work and my boyfriend needs broadband for college and due to Eircom's monopoly on rural broadband we felt stuck. My boyfriend contacted Digiweb and agreed to stick with them as long as they honoured their promise of the €30 for the first 3 months. He was told yes, that was fine and an agreement was reached. At that point my boyfriend asked that a paper bill be sent to the house so that he could pay the bill in the post office (we pay all our bills in the post office) and the person he spoke to said this was no problem and that a paper bill would be sent out.
We never received the paper bill, instead yesterday my boyfriend received a demand via e-mail from Digiweb saying that if the bill wasn't paid within 5 days our service would be cut off. We have received absolutely no other correspondence from Digiweb in relation to the bill, either by post or by e-mail, other than the original bill which we believed to be wrong so we were awaiting the correct bill reflecting the promised discount.
My boyfriend rang Digiweb and spoke to the most condescending woman on the planet. My boyfriend tried to explain the situation with her interrupting him throughout and she kept repeating over and over again, "but sir why would we have promised you a discount when you're not entitled to it?" and "sir, that just doesn't make sense, you're not entitled to a discount so we can't give you a discount just because you demand it" Over and over and over again. My boyfriend informed her of the agreement that was reached only recently, that we would stay with them if they agreed to honour their discount promise. She informed my boyfriend that "the person you spoke to obviously wasn't authorised to make such a decision." Things ended up getting very heated because this woman was using such condescending language and being so rude on the phone. My boyfriend hung up on her and rang back and got through to someone else. Again, he explained the situation and this person said that he would speak to someone in accounts and ring him back in an hour. My boyfriend got a call back at lunchtime today saying that they were not going to honour their promise of a discount but that if we wanted to cancel our contract we could do so penalty free.
Again, unfortunately, we are stuck with them because of a lack of options.
Comreg have been informed of the entire thing and have basically taken no action against Digiweb. That's Ireland, companies can lie to gain a customer, continue to lie through a contract and get away with it.
Anybody who is considering Digiweb, steer well clear. They are a joke.
Just to add to this post.
My boyfriend tried to use our house phone just now - we never really use it, both have mobiles, we just keep it to keep in contact with elderly family members. So he tried to make a call and there is a dial tone but no calls could be made. He just rang Digiweb and they told him that the account was suspended
because the account hadn't been paid We paid the account in full two weeks ago after speaking to them about the issues we were having with the discount we were supposed to receive and they decided to renege on.
The woman on the phone was insistent that the account hadn't been paid and our service (the phone only has been disconnected, broadband still "working") would be suspended until it was paid in full. My boyfriend explained the situation and explained that the bill had been paid. I had transferred €30 when we were under the impression that we were still getting the discount they had promised us before we became customers and when it transpired that they had lied to us I transferred the rest of the amount due €28 the following day. The woman my boyfriend spoke to was insistent that the bill needed to be paid but after some digging she found the second payment on the system :rolleyes:
I advise anyone considering them to stay well away. They are incompetent liars! If we could change providers we would.0 -
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Ashton Salmon Stinker wrote: »Hmmmmm, your signature references irishtechnews.net, safe to say you are involved?
Funnily enough Jims Computer store is sponsoring a prize on irishtechnews.net
I'm not saying this sponsorship and your glowing review are in any way related (god forbid) just that it would have been good if you highlighted the apparent conflict of interest.
Yep we did a story on them and gave away a prize but my own experience was separate from that. In fact it's the only thing I bought from them (or not now it's free). If I wanted to be sneaky I'd like to think I'd be a little smarter then that now
The link to the site is very clearly in my sig. 0 -
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There is a Barber shop in Rathmines called Dr Ali's . it's across from the Swan Center .
Monday to Wed he charges 6 euro as do a lot of others , but its the quality of the job he does .
i had my eye brows and ears trimmed and i had the best haircut every time i go in .
i must stress its not the Polish one a few doors up, if you ask for a little bit off , you get your head shaved
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