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[Primetime] Service with a snarl

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24

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    #32
    MunsterCycling
    Registered Users Posts: 4,864 ✭✭✭MunsterCycling


    I went looking for Sallybrook last Firday but had no luck and the others are on the other side of the harbour/city and require a special trip to find as I'm not normally that side of the county, I promise you you'll have them before 2009..... :)


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    #33
    dub45
    Moderators, Technology & Internet Moderators Posts: 12,448 Mod ✭✭✭✭dub45


    Sponge Bob wrote: »
    Munsterscycling, where are me bleedin Cork exchanges for the map ??

    Customer service in Telcos in Ireland is so bad that you would have to run a primetime special each week for a year to change them .

    Sending the fraud squad in after them + Comreg would be a start.

    Comreg refused to come on, IPSO explained that BT are committing DD fraud and how...in effect..but tacitly that no sanctions had been or would be taken against fraud by IPSO

    Dub45 is sick going on about the fraud that is the DD system. All of those scammers including Jackie Skelly hide behind this fraudulent DD system .

    Earlier this year I sent a letter with a long list of questions to IPSO. It was addressed to the gentleman who appeared on Prime Time. I got no response. However as you know Dub45 does not give up easily. I had to send a registered letter to said gentleman threatening press embarassment etc etc to get any response.

    Amazing how people with such total contempt for the public are in charge of such an important scheme.

    I dont know if anyone else noticed but it was very disturbing indeed to hear on the PT prog where they were talking about how the dd was 'resurrected' that it had been removed from 'one part' of the system but mysteriously stayed on 'another part'. And no one challenged this nonsense. It should be an integral part of the dd scheme that when a dd is cancelled the customer receives a written and signed confirmation that all bank related data has been removed from the company system.


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    #34
    lostexpectation
    Closed Accounts Posts: 9,082 ✭✭✭lostexpectation


    it wasn't a very good show, same old same old ,reading out the statements where the company talks about their high standards is no good, conor pope said it himself, hello this is consumer rights program that will show you absolultly nothing surprising, and will only get a handful of people who contacted us problems fixed, and do nothing for the indsutry as a whole.


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    #35
    Sponge Bob
    Banned (with Prison Access) Posts: 25,234 ✭✭✭✭Sponge Bob


    You should have a quiet natter with Conor Pope Dub45. The DD system is fraudster central in this country :(


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    #36
    krudler
    Registered Users Posts: 34,788 ✭✭✭✭krudler


    No mention of O2 at all on it, guess they got away with it


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    #37
    Sponge Bob
    Banned (with Prison Access) Posts: 25,234 ✭✭✭✭Sponge Bob


    O2 have by far the best CS of any telco in Ireland , always have had. Maybe if the programme was 3 hours long they would have gotten their turn .


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    #38
    jimmycrackcorm
    Registered Users Posts: 14,339 ✭✭✭✭jimmycrackcorm


    The whole programme was so mild - it was as if - hey every company has its problems so just get used to it.


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    #39
    dub45
    Moderators, Technology & Internet Moderators Posts: 12,448 Mod ✭✭✭✭dub45


    Sponge Bob wrote: »
    O2 have by far the best CS of any telco in Ireland , always have had. Maybe if the programme was 3 hours long they would have gotten their turn .

    Just to continue my obsession with dd's.

    O2 are actually a big offender in this regard as every dd they send out breaches the notice period of the dd scheme - that is if you are in receipt of a paper bill.

    The notice period under the dd scheme is 14 calendar days. O2 debit customers 14 days after the date on the bill irrespective of when it is posted or when it may be received by the customer. I noticed that the bill was arriving in most cases 5 or 6 days before the date of the dd so challenged o2 got nowhere; reported it to IPSO got nowhere so cancelled the dd.

    Its unfortunate that business letters do not carry any postmarks so it is impossible to tell when they are actually posted. Companies can therefore put any date they like on a letter and the date of posting cannot be challenged. Keep an eye on the dates of bills etc in relation to when you actually receive them.

    But this demonstrates another flaw in the direct debit system - it is impossible for the customer to ensure that they get the correct notice. IPSO were openly contemptuous of my complaint when I spoke to them about it.


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    #40
    barnicles
    Closed Accounts Posts: 1,910 ✭✭✭barnicles


    MunsterCycling wrote: »
    I went looking for Sallybrook last Firday but had no luck and the others are on the other side of the harbour/city and require a special trip to find as I'm not normally that side of the county, I promise you you'll have them before 2009..... :)

    IIRC Sallybrook is out beyond Glanmire.


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    #41
    dub45
    Moderators, Technology & Internet Moderators Posts: 12,448 Mod ✭✭✭✭dub45


    jimmycrackcorm wrote: »
    The whole programme was so mild - it was as if - hey every company has its problems so just get used to it.

    Yes I love it when the companies respond and say this customer's experience was 'untypical'. It would be great if the narrator could say Yes indeed it was untypical - as bad as this one was others were far far worse!!!


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    #42
    jor el
    Closed Accounts Posts: 16,713 ✭✭✭✭jor el


    Nice to see the shoddy customer service departments being aired in public, but I don't think it'll change anything. The program wasn't asking the right questions, and should really be an entire series.

    The IPSO guy, as well as all the banks, should be grilled on the Direct Debit sham scheme. All the companies that have been proven, by customers, to have re-instated canceled direct debits, should also be called to answer, in person, for their actions. The Gardai should be asked to investigate if this is truly a matter of fraud, and if it is, action should be taken against them all, companies, banks and the IPSO, who all facilitate it.

    The letters of apology issued by the companies, and their claims of it being a one-off and not the norm, were such BS. How can 50,000* of the exact same complaint, with the exact same response, and the exact same outcome, all be one-offs?




    *Number made up, but probably real.


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    #43
    lostexpectation
    Closed Accounts Posts: 9,082 ✭✭✭lostexpectation


    should have more pols and industrial bodies on.

    but hey DM got to say 10 words.


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    #44
    Sponge Bob
    Banned (with Prison Access) Posts: 25,234 ✭✭✭✭Sponge Bob


    True DUB45 , however O2 billing is accurate and a real human is in place to answer the phone in a professional manner . IPSO should crack down on these people and delay the implementaion of the DD to teach them . IPSO is a scam , unfortunately, and lots of companies wing it with the DD knowing IPSO will do feck all.

    I would hate to see the O2 Limerick call centre go because it does things right by CS standards . That would be a ****ing tragedy in this country ....nay a travesty.

    Rather would I like the rest of them to aspire to be as good as O2 ! Surely I am entitled to standards and so are the Irish public.


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    #45
    Cabaal
    Moderators, Technology & Internet Moderators, Regional South East Moderators Posts: 28,493 Mod ✭✭✭✭Cabaal


    jor el wrote: »
    Nice to see the shoddy customer service departments being aired in public, but I don't think it'll change anything. The program wasn't asking the right questions, and should really be an entire series.
    .

    Doesn't RTE have a new separate consumer program that started recently, surely they could make use of it now?

    I honestly can't see RTE coming out with anything the likes of Watchdog in the UK


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    #46
    Jumpy
    Registered Users Posts: 7,606 ✭✭✭Jumpy


    Personally the part that I noticed and totally agree with is the comment that "Irish people do not know how to complain"


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    #47
    jor el
    Closed Accounts Posts: 16,713 ✭✭✭✭jor el


    Jumpy wrote: »
    Personally the part that I noticed and totally agree with is the comment that "Irish people do not know how to complain"

    And also, that Irish people don't know what Customer Service is. I guess that applied to the people working in customer service, as well as the customers themselves.
    Cabaal wrote: »
    Doesn't RTE have a new separate consumer program that started recently, surely they could make use of it now?

    I honestly can't see RTE coming out with anything the likes of Watchdog in the UK

    You're right, they do. It's on a Thursday night I think. There's a thread about it over on the TV forum, but it looks like it's not up to much, going by some of the comments on that thread. Certainly no Watchdog.


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    #48
    Magnet: Rory
    Company Representative Posts: 2,107 ✭✭✭Magnet: Rory


    Is anyone else puzzled as to the lack of Eircom....some of the hairiest stories ive ever heard in telecoms have included them, but still no mention.....are they really doing that well?


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    #49
    thebman
    Closed Accounts Posts: 10,012 ✭✭✭✭thebman


    How is Customer Service by companies supposed to improve if the Consumer shows can even ask the right questions?

    Hell how is Customer Service supposed to exist at all when the regulators stick up for incompetency?

    We all need to either get rid of this government or emigrate to teach them a lesson. Seems its the only way they'll learn.
    Jumpy wrote: »
    Personally the part that I noticed and totally agree with is the comment that "Irish people do not know how to complain"

    I know perfectly well how to complain, I do it all the time. Too much if anything :D

    It doesn't help when these companies lie to people about their rights. It should be illegal for them to lie to you about your rights. If they don't know, they'd then keep their mouths shut or admit their ignorance. Hell companies might actually start training customer service in what the rights of their customers are.

    The Dell case particularly where the customer service person refused to speak to her because she was a woman and hung up should be fired and Dell fined for allowing a customer to be sexually discriminated against when trying to get support under the warranty she paid for when she bought the product.


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    #50
    gordonnet
    Registered Users Posts: 288 ✭✭gordonnet


    Eircom didnt get a mention either, especially regarding the tech support out sourced to india


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    #51
    dub45
    Moderators, Technology & Internet Moderators Posts: 12,448 Mod ✭✭✭✭dub45


    Rorser wrote: »
    Is anyone else puzzled as to the lack of Eircom....some of the hairiest stories ive ever heard in telecoms have included them, but still no mention.....are they really doing that well?

    Yes but it is interesting to note the overall absence of threads on boards over the years of say Eircom billing woes and so on? Given the large number of customers that they have there have to be billing woes but nothing has surfaced here to compare with our usual suspects.


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    #52
    spurious
    Moderators, Category Moderators, Education Moderators Posts: 27,196 CMod ✭✭✭✭spurious


    dub45 wrote: »
    Yes but it is interesting to note the overall absence of threads on boards over the years of say Eircom billing woes and so on? Given the large number of customers that they have there have to be billing woes but nothing has surfaced here to compare with our usual suspects.

    That's where the Irish attitude of 'sure aren't we lucky to have the phone at all' comes in.


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    #53
    Irlbo
    Closed Accounts Posts: 347 ✭✭Irlbo


    gordonnet wrote: »
    Eircom didnt get a mention either, especially regarding the tech support out sourced to india

    Eircom was not mentioned at all in program,and Eircom does not outsource any of its branchs,tech support is based in East point and City West in Dublin


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    #54
    dub45
    Moderators, Technology & Internet Moderators Posts: 12,448 Mod ✭✭✭✭dub45


    spurious wrote: »
    That's where the Irish attitude of 'sure aren't we lucky to have the phone at all' comes in.

    No the people who complain on boards are not of that ilk thankfully. Their billing must be reasonably ok not to have appeared here over such a long period (I genuinely dont know as I am not a customer of theirs)


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    #55
    Magnet: Rory
    Company Representative Posts: 2,107 ✭✭✭Magnet: Rory


    Irlbo wrote: »
    Eircom was not mentioned at all in program,and Eircom does not outsource any of its branchs,tech support is based in East point and City West in Dublin

    my understanding is that they outsource quite a substantial amount of their residential sales function...am i wrong?


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    #56
    Iago
    Registered Users Posts: 6,638 ✭✭✭Iago


    Rorser wrote: »
    my understanding is that they outsource quite a substantial amount of their residential sales function...am i wrong?

    yes, telephone sales are mostly based out of Dublin as are their support teams. There is also a telesales team in Cork, but all are based in Ireland.


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    #57
    Magnet: Rory
    Company Representative Posts: 2,107 ✭✭✭Magnet: Rory


    Iago wrote: »
    yes, telephone sales are mostly based out of Dublin as are their support teams. There is also a telesales team in Cork, but all are based in Ireland.

    Yes but are they directly staffed by Eircom employees or subcontracted? I am just curious, nothing malicious you understand.


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    #58
    storker
    Registered Users Posts: 5,669 ✭✭✭storker


    Irlbo wrote: »
    Eircom was not mentioned at all in program,and Eircom does not outsource any of its branchs,tech support is based in East point and City West in Dublin

    Eircom deserves a mention just for that god-awful voice activated call routing system. Quite apart from the fact that it is irritating to an indescribable degree (it can only have been designed by a sociopath) - it is hypersensitive to ambient sound; if a sparrow farts outside in the garden you get "I didn't understand that..."

    Storker


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    #59
    storker
    Registered Users Posts: 5,669 ✭✭✭storker


    As for that idiot from UCD with his "'Have a nice day' is customer service". If that's what they're teaching the business graduates, no wonder things are in such a state.

    Storker


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    #60
    drunkmonkey
    Registered Users Posts: 28,191 ✭✭✭✭drunkmonkey


    should the proram have not focused more on call centers rather than shoddy customer service...

    :)
    http://www.youtube.com/watch?v=TNPzgPhHeWQ&feature=related


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    #61
    Sponge Bob
    Banned (with Prison Access) Posts: 25,234 ✭✭✭✭Sponge Bob


    NO

    If the companies gave a damn the call centre would work properly and would deal with the customers when they rang .

    There are companies out there with pretty good CS AND with pretty good support . O2 and Digiweb come to mind .

    Others only have fully staffed sales line, ask yourself how many times have you selected 'sales' when you wanted 'support' .

    If fact a special Boards Survey should be done to help Conor Pope in his next program

    1. Ring up company x , select sales , see how long it takes to answer
    2. ring back , select support or customer service or accounts , see how long it takes each of them to answer.

    The long winded press 1 for a and press 2 for b system is called an IVR system. Ignore the time it takes for it to speak its thing. Write down all the options you are given in the IVR .

    I bet I can tell which companies will only answer sales AND in less than 30 seconds .

    They would be the usual suspects around here :(

    eircom are not by any means the worst !


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