Horrendous eMobile Experience

AstraOwner

Last month I signed up for the eMobile/eircom €34 mobile deal. I ported over my long term number. As part of the package I received a HTC One S which I began having major reception issues with.
I got a sim swap as recommended but it had no effect. The reception was awful everywhere, especially in 2g areas. I rang eMobile customer care just before my cooling off period expired and asked to switch to a different phone but they would only send me a new HTC One S. As my cooling off period would be expired when I received the new phone and there were numerous reports online of reception problems with the handset I couldn't accept this offer. What was agreed was that I could cancel the account and would be given a new offer code so that I could register for the deal from afresh and would be free to choose a new phone. It was also stated that my phone number would be transferred to a pay as you go account instantly, which I would use until I had a new bill pay account. But this didn't happen.
I found myself without my number (and totally uncontactable) and contacted eMobile customer care. What I was told to do was to get a new pay as you go sim in an eMobile store. Instore I was told that this had to be topped up with €5. (While in the store I was told that they had acknowledged a problem with the HTC One S handset and were not allowed to sell any until issues had been resolved).
On Thursday I contacted customer care to transfer my number from my cancelled bill pay account to my temporary PAYG account. I talked to a very, very unhelpful member of staff who had me mostly on hold for 28 minutes. At various points he came back to me and asked me to 'explain it again'. He eventually told me the number transfer request would be sent to the tech team the next day as all requests are collected and sent in a batch. I was told that it ould be complete within 24 hours.
I rang Friday after 24 hours had passed and got an extremely unhelpful lady who had no interest in looking up the details of it but told me it would take 48 hours.
I rang Saturday after 48 hours had passed and a man told me that whoever had done it Thursday had told the tech team I was transferring from Meteor to eMobile!!? So that hadn't worked (but nobody had any intention of contacting me to resolve it). He also told me that the guy Thursday was talking nonsense about number change requests being sent in a batch and that he had sent it instantly. I asked him to contact the tech team and explain that I had been waiting since Thursday. He did so and assured me that the tech team had completed their work and that no more human interference was required and it would be complete within 12 hours.
I rang Sunday after 12 hours had passed and I was told that the tech team hadn't got around to doing it yet! I asked to speak to a manager or supervisor but was told that they were not available.
So it's Monday and today I my new eMobile bill pay phone has been delivered. I have a temporary PAYG number and a new Bill Pay number but am still without my own number.
I contacted customer services for the 5th time about transferring my number and was told that it had failed yet again but she could offer no reason as to why. She told me she would put another request through and 'see what happens'. I am now trying to get my original number transferred to my new bill pay phone.


I have been without my phone number and uncontactable since Thursday. I have no idea who may have been trying to contact me in all this time. I have little or no confidence that the latest attempt will work.


Customer care refuse to put me onto a Supervisor or Manager so I don't know what else to do. So far customer care have lied to me numerous times and have been unable to perform the number transfer.


My temporary PAYG number is 085 8601043
The number I recieved with my new Bill Pay phone today is 085 8642545.

Surely somebody can look into why the number transfer keeps failing and just do it correctly for me.

AstraOwner

All quiet in here.

AstraOwner wrote: »

What I was told to do was to get a new pay as you go sim in an eMobile store. Instore I was told that this had to be topped up with €5.
On Thursday I contacted customer care to transfer my number from my cancelled bill pay account to my temporary PAYG account.

Latest update is that things got even worse today. Instead of transferring my cancelled BillPay number to the PAYG sim, they mistakenly added the PAYG number to the cancelled BillPay account. God knows why!? It leaves me with 2 phone numbers on an unusable cancelled BillPay account. I presume the money I spent on credit was wasted. Now eMobile have made it so that not only can nobody contact me on my original number, they can now no longer contact me on my temporary number.

I contacted customer service on the online chat facility (Danny) and was told me that they had messed up and that I would have to travel again to the eMobile store and purchase another PAYG sim. He said I can't transfer a BillPay number to a BillPay account.
I immediately got on the phone to another rep (Ben) and was told the exact opposite. Ben tells me he can transfer a BillPay number to a BillPay account and he will put it through within 24 hours. I have little confidence.

I have asked to speak to a supervisor and am assured that one will contact me within the hour.

AstraOwner

No word from Barry the supervisor but it seems my new bill pay phone is now not working either.
Back to customer services...

AstraOwner

Now eMobile have cancelled my new bill pay sim. Nobody knows why. Another mistake it seems.
They have provided me with 3 sim cards in the last week and now not one of them works. Both a PAYG and a BillPay cancelled today against my wishes.

Unbelievable.

eMobile: Tony

AstraOwner wrote: »

Last month I signed up for the eMobile/eircom €34 mobile deal. I ported over my long term number. As part of the package I received a HTC One S which I began having major reception issues with.
I got a sim swap as recommended but it had no effect. The reception was awful everywhere, especially in 2g areas. I rang eMobile customer care just before my cooling off period expired and asked to switch to a different phone but they would only send me a new HTC One S. As my cooling off period would be expired when I received the new phone and there were numerous reports online of reception problems with the handset I couldn't accept this offer. What was agreed was that I could cancel the account and would be given a new offer code so that I could register for the deal from afresh and would be free to choose a new phone. It was also stated that my phone number would be transferred to a pay as you go account instantly, which I would use until I had a new bill pay account. But this didn't happen.
I found myself without my number (and totally uncontactable) and contacted eMobile customer care. What I was told to do was to get a new pay as you go sim in an eMobile store. Instore I was told that this had to be topped up with €5. (While in the store I was told that they had acknowledged a problem with the HTC One S handset and were not allowed to sell any until issues had been resolved).
On Thursday I contacted customer care to transfer my number from my cancelled bill pay account to my temporary PAYG account. I talked to a very, very unhelpful member of staff who had me mostly on hold for 28 minutes. At various points he came back to me and asked me to 'explain it again'. He eventually told me the number transfer request would be sent to the tech team the next day as all requests are collected and sent in a batch. I was told that it ould be complete within 24 hours.
I rang Friday after 24 hours had passed and got an extremely unhelpful lady who had no interest in looking up the details of it but told me it would take 48 hours.
I rang Saturday after 48 hours had passed and a man told me that whoever had done it Thursday had told the tech team I was transferring from Meteor to eMobile!!? So that hadn't worked (but nobody had any intention of contacting me to resolve it). He also told me that the guy Thursday was talking nonsense about number change requests being sent in a batch and that he had sent it instantly. I asked him to contact the tech team and explain that I had been waiting since Thursday. He did so and assured me that the tech team had completed their work and that no more human interference was required and it would be complete within 12 hours.
I rang Sunday after 12 hours had passed and I was told that the tech team hadn't got around to doing it yet! I asked to speak to a manager or supervisor but was told that they were not available.
So it's Monday and today I my new eMobile bill pay phone has been delivered. I have a temporary PAYG number and a new Bill Pay number but am still without my own number.
I contacted customer services for the 5th time about transferring my number and was told that it had failed yet again but she could offer no reason as to why. She told me she would put another request through and 'see what happens'. I am now trying to get my original number transferred to my new bill pay phone.


I have been without my phone number and uncontactable since Thursday. I have no idea who may have been trying to contact me in all this time. I have little or no confidence that the latest attempt will work.


Customer care refuse to put me onto a Supervisor or Manager so I don't know what else to do. So far customer care have lied to me numerous times and have been unable to perform the number transfer.


My temporary PAYG number is 085 8601043
The number I recieved with my new Bill Pay phone today is 085 8642545.

Surely somebody can look into why the number transfer keeps failing and just do it correctly for me.

Hi AstraOwner,

Could you Pm your number that ou ported over to eMobile and I will get this checked out for you. Apologies I only saw your post now.

Tony

AstraOwner

PM sent

AstraOwner

Right, despite Colm (O'N) requesting me to contact him today I have been informed that he is not in today.

I will contact you via PM again Tony. This is just ridiculous.

AstraOwner

I did get through to Colm (he wasn't in until 5.30).

So the number transfer from my cancelled BillPay to my temporary PAYG wasn't successful.
Neither was it successful to my new BillPay.

The latest is that I have to travel to a store again and sign up for another BillPay account (3rd in a week). Having messed up the last two times they are just going to have another go.

I'd still love if one of the reps on here would take a look into the account and just confirm that what the agent is trying to do is correct. Having messed up the last two times my confidence is waining.

eMobile: Tony

AstraOwner wrote: »

I did get through to Colm (he wasn't in until 5.30).

So the number transfer from my cancelled BillPay to my temporary PAYG wasn't successful.
Neither was it successful to my new BillPay.

The latest is that I have to travel to a store again and sign up for another BillPay account (3rd in a week). Having messed up the last two times they are just going to have another go.

I'd still love if one of the reps on here would take a look into the account and just confirm that what the agent is trying to do is correct. Having messed up the last two times my confidence is waining.

Hi Astra Owner,

Could I give you a call in regard to this? Could you Pm me a number that I can call you on?

Tony

AstraOwner

eMobile: Tony wrote: »

Hi Astra Owner,

Could I give you a call in regard to this? Could you Pm me a number that I can call you on?

Tony

Pm'd you a number Tony

AstraOwner

AstraOwner wrote: »

The latest is that I have to travel to a store again and sign up for another BillPay account (3rd in a week). Having messed up the last two times they are just going to have another go.

I'd still love if one of the reps on here would take a look into the account and just confirm that what the agent is trying to do is correct. Having messed up the last two times my confidence is waining.

Latest update if anyone is following.

All the above was the wrong information according to the social media team who I have been in contact with today.
Spent an hour and a half in an eMobile store this morning for no reason it seems. Although maybe the BillPay sim I eventually received will eventually be used.

I have had to get another PAYG sim (my 5th sim card!) (back into the shop again today) and it seems they are going to retry what was already attempted Thursday, Saturday and Sunday. 4th time lucky maybe.

Confidence is gone but maybe the social media team can pull this out of the bag!

Jesus Shaves

contact comreg, looks like they are taking the piss out of you

eMobile: Tony

AstraOwner wrote: »

Latest update if anyone is following.

All the above was the wrong information according to the social media team who I have been in contact with today.
Spent an hour and a half in an eMobile store this morning for no reason it seems. Although maybe the BillPay sim I eventually received will eventually be used.

I have had to get another PAYG sim (my 5th sim card!) (back into the shop again today) and it seems they are going to retry what was already attempted Thursday, Saturday and Sunday. 4th time lucky maybe.

Confidence is gone but maybe the social media team can pull this out of the bag!

Hi AstraOwner,

As advised I have escalated this onto our technical team. I will be in contact with you once this is processed.

Again apologies for the inconvenience that this has caused.

Tony

AstraOwner

Jesus Shaves wrote: »

contact comreg, looks like they are taking the piss out of you

Thanks JS. I was onto COMREG the other day looking for advice. They opened a case on it and they'll take it up if it isn't solved.

AstraOwner

eMobile: Tony wrote: »

Hi AstraOwner,

As advised I have escalated this onto our technical team. I will be in contact with you once this is processed.

Again apologies for the inconvenience that this has caused.

Tony

Thanks Tony.
Looking forward to good news!

eMobile: Tony

AstraOwner wrote: »

Thanks Tony.
Looking forward to good news!

Hi AstraOwner,

As advised this is now getting processed for you today. I will be in contact you throughout the day to update on the progress. Let me know if you have any other queries.

Tony

AstraOwner

eMobile: Tony wrote: »

Let me know if you have any other queries.

Tony

Thanks Tony.

There is a handset charge from my first cancelled Bill Pay account which was never returned. (€89)

Would appreciate if you could organise this.

eMobile: Tony

AstraOwner wrote: »

Thanks Tony.

There is a handset charge from my first cancelled Bill Pay account which was never returned. (€89)

Would appreciate if you could organise this.

Hi AstraOwner,

I will chase this up for you now. I will update shortly.

Tony

AstraOwner

PM received.

Thanks for that.

AstraOwner

Any update on this today Tony? Nothing changed my side as of yet.

eMobile: Tony

AstraOwner wrote: »

Any update on this today Tony? Nothing changed my side as of yet.

Hi Astraowner,

I have responded to your PM. Once I get an update I will advise.

Tony

AstraOwner

Very disappointed that nothing has changed today. Customer support have just informed me that it will be resolved by 2pm tomorrow.

eMobile: Tony

AstraOwner wrote: »

Very disappointed that nothing has changed today. Customer support have just informed me that it will be resolved by 2pm tomorrow.

Hi AstraOwner,

Your number is now active on the Prepaid sim card you got in the eMobile store in Kilkenny. I have sent you a P< in regard to setting you up on billpay.

Tony

AstraOwner

All seems to be rectified today despite being told it would take until Monday.



Overall a horrible experience it must be said. Got so much conflicting information from customer service that I really didn't know where to turn to at times.

But credit to the social media team. Seemed to know exactly what needed to be done from the off. Only wish I came here from the start.

Cheapphones

Absolutely Disgraceful... What were ya at E-Mobile??

Hey Astra did you get your €89 back, plus should be a few free months line rental thrown in for all the messing that went on..

Fair play for keeping your cool..

AstraOwner

Cheapphones wrote: »

Absolutely Disgraceful... What were ya at E-Mobile??

Hey Tony did you get your €89 back, plus should be a few free months line rental thrown in for all the messing that went on..

Fair play for keeping your cool..

Has all been sorted now Cheapphones thanks

eMobile: Tony

AstraOwner wrote: »

All seems to be rectified today despite being told it would take until Monday.

Overall a horrible experience it must be said. Got so much conflicting information from customer service that I really didn't know where to turn to at times.

But credit to the social media team. Seemed to know exactly what needed to be done from the off. Only wish I came here from the start.

AstraOwner wrote: »

Has all been sorted now Cheapphones thanks

Hi AstraOwner,

Yes I can see that this was processed on Saturday. I advised our technical team that this was an urgent request which is the reason why it was processed early for you.

I will send you a PM in regard to what is to be done with your account.

Tony

AstraOwner

eMobile: Tony wrote: »

I will send you a PM in regard to what is to be done with your account.

Tony

Awaiting that PM.

Thanks Tony

eMobile: Tony

AstraOwner wrote: »

Awaiting that PM.

Thanks Tony

Hi Astra Owner,

I have sent you the PM now.

Thanks,

Tony

dardix1

Hi All.
First time post so hope all goes well.
Just had to pass on the details of my on going experience with E-mobile.

"Bit long winded as this has been going on since the 26th of June 2012."

It is today the 22nd of August 2012.
On or before the 26th of June I received an offer from E-mobile that was available only to Eircom customers. It also offered an introduce a friend option.
The deal sounded great. €34.50 per month incl. vat for unlimited calls text and data.
Unfortunately / fortunately .( a matter of perspective at this point) I myself was unable to avail of the offer as I had not long tied myself to a contract with another provider, but it seemed such an attractive offer that I convinced my partner to avail of it and on the 26th of June after speaking once or twice to a very helpful E-mobile representitive called (NAME REMOVED) she took the plunge, left her current provider (o2) that she had been with, with no problems I might add for in access of 10 years, and she committed by telephone to an 18 month contract with E-mobile and paid €139.00 for a handset, and was advised that she would receive her new handset and sim package the next day.
This did not happen.
It also did not arrive the next day either.
While I accept this in itself can happen, the fact that no time for delivery is specified, one is required to be at home to accept package, however on the 29th of June I received a phone call from another E-mobile representative named (NAME REMOVED) who informed me that the order that had been taken on the 26th of June had been processed incorrectly by E-mobile and therefore had been canceled and that my payment would be refunded and would be received in my account within 7 - 10 days and in order to avail of the offer we could either wait till the refund was received and E-mobile would hold the offer open as it was due to ther own error or we could pay €139.00 again and place a new order immediately.
Hesitantly we paid again and a new order was processed and a new contract entered into.
The weekend passed and on Monday the 2nd of July we received another phone call from another E-mobile representative named (NAME REMOVED), who again apologised and informed us that the order had again been incorrectly processed and therefore the contract canceled and again funds would be refunded within 7-10 days. She again asked for authorisation to process a third payment and create a third sales order.

"Imagine, walking into your local supermarket, paying for your shopping and as you proceed to leave the premises the security man steps up, apologises for the inconvenience, and requests that due to an error made by the checkout staff, your purchase has been canceled and your money will be refunded in 7-10 days, but, you may, if you like,
i)return to the checkout and repurchase the goods, or, alternatively,
ii)the goods will be available to purchase if you would like to return in 7-10 days when you have access to your funds.

Now imagine you accept option i) and the same thing happened again!!!!"

"OMG, reading this back I feel stupid now. Did we really pay 3 times."

At this point you may think both myself and herself are a little soft. Lol. I can assure that we are not, but as long time customers of Eircom and having had no problems over the years, hey, what can we say, assumptions were made that both payments would be returned within the 7-10 days as agreed, and we moved on.
We received the handset on the 6th of July and are happy with same, so just the issue of our refunds and this is where it has all gone wrong.
We waited the 10 days as requested and, when no refunds had been received we contacted E-mobile and were informed that both refunds had been processed and would be in our account very shortly, and on the 20th of July we did receive a refund of €139.00. Great we thought. The other one should follow, and we waited!!!!!!!!!!!!!!!......and this is really where the story begins.

"I feel at this point that I am Alice, E-mobile is Wonderland and I've swallowed something I shouldn't have as I feel Ive spoken to everyone in E-mobile including the large grinning cat.
I've been told the refund shall be, will be, is being, has been, was being processed that many times by that many different characters that I'm flummoxed."

Without exageration we have spoken with and recorded the names of 14 individual E-mobile representatives who have in one way or another given us assurances that this issue has been resolved.
Most we have spoken to more than once.
Along the way it has been denied that three payments had been taken and proof demanded, we have been informed on numerous occasions that the refund had been processed and then in the next call this has been refuted by an E-mobile colleague.
We have also been promised credit to the account for all the confusion but the truth is if between us we added up the hours we have spent over the last 2 months on the phone trying to resolve this problem I'd be confident we have lost close on 20 hours, (Refute this E-mobile if you like but I remind you that all calls are recorded for security and (lol) training purposes.) Also all calls can be confirmed as they where made on the E-mobile handset or the Eircom landline.
Anyway to where we are today the 22nd August.
Yesterday evening I received a call from an Eircom representative called (NAME REMOVED).
Nice chap, seemed helpful, cant say exactly what he called for as I never gave him a chance but I'm pretty sure it was to get me to verbally sign a new contract. I took my chance and explained the whole affair as explained above, and (NAME REMOVED) kindly took it upon himself to try and resolve the issue immediately. He contacted E-mobile and put forward my case, I assume, as I've explained it and after a while on hold (NAME REMOVED) returned to tell me he was going to explain everything to me.

"Excellent. At last we're getting somewhere."

(NAME REMOVED) then proceeded to explain to me how on the 26th of June when placing the first order and verbally confirming the first contract that the member of staff had accidently pressed the order confirmation button 3 times and this is how there had been 3 order numbers created.
He continued to explain to me that this was simply a clerical error at there end and that only 1 payment had ever been charged against my account.

"Ever feel like lifes too short for this. I apologise if you 've followed the tale this far."

In fairness to (NAME REMOVED) I feel that I should point out that I do believe he was only conveying what he had been told by a member of E-mobile staff.

"Fairytale stuff at best. If one where to have such a mind, one might suspect that hiding behind this innocent veneer of naivety is an intercoms behemoth that seems happy to feast on its customers misery."

Well. I can assure you all. We are very patient people as I'm sure you would agree and in this same vein I explained to (NAME REMOVED) how this statement of events was false and that I can see 3 payments leaving my account with 3 different E-mobile sales order numbers that relate to these payments and E-mobile bills showing three payments in credit of €139.00 each to a total of €417.00.
Again I was put on hold and low and behold (NAME REMOVED) returns with great news.

"Whoopee... I knew Eircom wouldn't let me down."

(NAME REMOVED) proceeded to explain how himself and the sales manager in E-mobile had unraveled this mess and taken screenshots to support what I was saying was correct and that there would be no further dispute. The refund of €139.00 would be processed first thing in the morning (22nd Aug) and to call (NAME REMOVED) in E-mobile on the afternoon of the 22nd to confirm same and that she may be able to speed up the process due to the inexplicable delay thusfar. (NAME REMOVED) then trumpeted that (NAME REMOVED), manager, E-mobile had been instrumental in this breakthrough.
We called (NAME REMOVED) today. Guess what. No refund processed. Futhermore she is now insisting that a second refund has already been processed by E-mobile on the 6th August and has requested my bank statement to prove I have not received said refund.
Contacted my bank. No problem. Statement will be with me in 5 days. This will have to then be forwarded to E-mobile, where once they have found that I am not a liar, they will then decide to process again???????? and take another 7-10 days!!!!!!!!!!!!..............
My bank also informs me E-mobile can trace this payment if it has gone astray.
All E-mobile has to do is check the very billing info they have sent me to see the facts....
This is where we are.
Told E-mobile representative (NAME REMOVED) today that I am going to cancel direct debits to both E-mobile and Eircom. Needless to say she didn't seem that bothered as I'm sure they'll all be paid there salary at the end of the month regardless.

"Insinuated that I may turn up with a banner and hold a mini protest. Well, you'd think I'd physically accosted her. I was then warned about making threats and told that there was nothing further could be done and was left with a dead line."

What can I say.
Nice work if you can get it.
I'd love to know is it just us or has any one else had or is anyone else having an equally awful experience.

P.s for those who stuck with it and are interested, I can inform you this IS the condensed version. Fortunately I'm restricted in both energy and time. But will update as frequently as I can.

P.p.s Sorry if I'm hi-jacking someone else's thread. Think I can only reply to threads as a new user.
Look forward to hearing other peoples experiences.

corcaigh1

Have yo say ive dealt with e-mobile before and had problems also. Wouldnt be arsed with them again and there customer care is shocking. You'd get a better response from Three's outsourced customer care based in india.