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Your best and worst customer service experiences [rant & praise]
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Brief story that I hope may be of use as a heads up for other people who may be moving house.
I am due to get the keys to my first home this Friday. I had to call to the property this evening to check everything was fine internally prior to finalising purchase. The electricity was disconnected, a note from Airtricity dated 3rd December (date tennents vacated) addressed to 'new owner' saying to contact them within 5 days or the supply may be disconnected. As we did not have access to the property prior to this we weren't to know.
I rang Airtricity on the number provided and finally got through to a customer care rep. I was informed that as the new owner I would have to pay BOTH the disconnection fee AND the reconnection fee
The leaflet states this as 79.45euro each, totalling 158.90 euro.
I asked for clarification as I was not the owner at time of disconnection. Rep went to check with supervisor and returned saying that absolutely, without doubt, I was liable for the disconnection fee also. He soften this by saying its an ESB network charge, not theirs and he was sorry but could process the 158.90euro. I asked for clarification again and was told clearly that to reconnect to the network would cost me the full 158.90euro.
I contacted ESB / Electric Ireland. Provided all the same information. I was told reconnection fee is 79.45euro only, and I am not liable for the disconnection charge (as I thought!)
Lesson: DO NOT always take for granted the answers you are given on the phone. I had card in hand ready for payment and would have been none the wiser had I not rang Electric Ireland.
Very unprofessional conduct by Airtricity, especially when a 'supervisor' provided the information. Needless to say we wont be using them and I will not be recommending them to anyone. Chancers!! :mad:0 -
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Brief story that I hope may be of use as a heads up for other people who may be moving house.
I am due to get the keys to my first home this Friday. I had to call to the property this evening to check everything was fine internally prior to finalising purchase. The electricity was disconnected, a note from Airtricity dated 3rd December (date tennents vacated) addressed to 'new owner' saying to contact them within 5 days or the supply may be disconnected. As we did not have access to the property prior to this we weren't to know.
I rang Airtricity on the number provided and finally got through to a customer care rep. I was informed that as the new owner I would have to pay BOTH the disconnection fee AND the reconnection fee The leaflet states this as 79.45euro each, totalling 158.90 euro.
I asked for clarification as I was not the owner at time of disconnection. Rep went to check with supervisor and returned saying that absolutely, without doubt, I was liable for the disconnection fee also. He soften this by saying its an ESB network charge, not theirs and he was sorry but could process the 158.90euro. I asked for clarification again and was told clearly that to reconnect to the network would cost me the full 158.90euro.
I contacted ESB / Electric Ireland. Provided all the same information. I was told reconnection fee is 79.45euro only, and I am not liable for the disconnection charge (as I thought!)
Lesson: DO NOT always take for granted the answers you are given on the phone. I had card in hand ready for payment and would have been none the wiser had I not rang Electric Ireland.
Very unprofessional conduct by Airtricity, especially when a 'supervisor' provided the information. Needless to say we wont be using them and I will not be recommending them to anyone. Chancers!! :mad:
The likelihood is that Electric Ireland would have charged you the disconnection also if they had been the supplier. They are not charging for the disconnection because they have not been charged it by ESB Networks as they were not the supplier when the property was disconnected.0 -
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Brief story that I hope may be of use as a heads up for other people who may be moving house.
I am due to get the keys to my first home this Friday. I had to call to the property this evening to check everything was fine internally prior to finalising purchase. The electricity was disconnected, a note from Airtricity dated 3rd December (date tennents vacated) addressed to 'new owner' saying to contact them within 5 days or the supply may be disconnected. As we did not have access to the property prior to this we weren't to know.
I rang Airtricity on the number provided and finally got through to a customer care rep. I was informed that as the new owner I would have to pay BOTH the disconnection fee AND the reconnection fee The leaflet states this as 79.45euro each, totalling 158.90 euro.
I asked for clarification as I was not the owner at time of disconnection. Rep went to check with supervisor and returned saying that absolutely, without doubt, I was liable for the disconnection fee also. He soften this by saying its an ESB network charge, not theirs and he was sorry but could process the 158.90euro. I asked for clarification again and was told clearly that to reconnect to the network would cost me the full 158.90euro.
I contacted ESB / Electric Ireland. Provided all the same information. I was told reconnection fee is 79.45euro only, and I am not liable for the disconnection charge (as I thought!)
Lesson: DO NOT always take for granted the answers you are given on the phone. I had card in hand ready for payment and would have been none the wiser had I not rang Electric Ireland.
Very unprofessional conduct by Airtricity, especially when a 'supervisor' provided the information. Needless to say we wont be using them and I will not be recommending them to anyone. Chancers!! :mad:
If I lost one of my customers, and he comes back with the business, I would welcome him with open arms. Would I charge him for the privilege - you must be joking. Only monopolies with a free hand and no state supervision can do that and get away with it. A bone of contention I have is the low-usage Electric Ireland electricity charge. In my case the usage cost amounts to about €7/€8 (vacant premises) but when all the extras are added, the bill exceeds €70.Can I impose a charge on my customer and say I am charging him 10 times the cost (of running the service) because he does not use my services that often.
The whole thing is mad and as seen from the Central Remedial Clinic "top up" payments to CEO's and directors, very badly policed by the Regulators - so what's new? Will anything be done - no. The people are aware of what is going on, but will the regulatory authorities and Government finally start to act? Public utilities, state agencies and the Government (and now the charity organisations) are taking too much from an empty pot (using borrowed money) and have not yet led by example and reduced their costs and wages. If they do this, then they can say they are feeling the pain, just as badly as the general public are suffering. If you are a genuine decent person in this country, you have no chance, just bear that in mind.0 -
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