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poor service, rude agents and "verbal contract"

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  • 14-05-2013 8:38pm
    #1
    freelancerTax
    Registered Users Posts: 391 ✭✭


    hi
    my mother who is disabled has an eircom account for phone and broadband for the last few years - last month she had no service for 2 weeks - this was eventually fixed but my mother had no phone or internet for a portion of the month (that she has also been charged for)

    she got a bill last week and rang up to make a query - the woman on the phone was hostile an rude and really upset my mother - and did not help with her query - she spoke to another agent  who appologised for her collegues behaviour and answered my mothers query 

    my mother then made a complaint about the first agent and proceed to cancel her package

    she was then told she has a verbal contract till july -
    i want to get proof of this contract and information of when it was created and the terms of it 

    will still be cancelling because of extremely poor customer service - and ericom have lost another long term customer.



    thanks


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  • Options
    #2
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    freelancerTax wrote: »
    hi
    my mother who is disabled has an eircom account for phone and broadband for the last few years - last month she had no service for 2 weeks - this was eventually fixed but my mother had no phone or internet for a portion of the month (that she has also been charged for)

    she got a bill last week and rang up to make a query - the woman on the phone was hostile an rude and really upset my mother - and did not help with her query - she spoke to another agent  who appologised for her collegues behaviour and answered my mothers query 

    my mother then made a complaint about the first agent and proceed to cancel her package

    she was then told she has a verbal contract till july -
    i want to get proof of this contract and information of when it was created and the terms of it 

    will still be cancelling because of extremely poor customer service - and ericom have lost another long term customer.



    thanks

    Hi freelancerTax
     
    I am very sorry to hear of this and I would like to apologise for thisnegative experience.
     
    I have sent you a private message in relation this and the appropriate procedureto follow.
     
    Regards
     
    Al


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