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FOI Request For Copy of Call

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  • 21-05-2013 5:33pm
    #1
    foggy_lad
    Closed Accounts Posts: 20,373 ✭✭✭✭


    I made a call to Eircom cancellations on the 7th of May at 1.45pm and I now want to get an audio copy of that call.

    The person I spoke with told me that the call was being recorded and that it may be used for training purposes and was I okay with that and I had no issue with that. The call was definitely recorded!

    How do I get a copy of that call as I am entitled to under Freedom of Information regulations?


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    #2
    eircom: Mark
    Closed Accounts Posts: 3,441 ✭✭✭eircom: Mark


    foggy_lad wrote: »
    I made a call to Eircom cancellations on the 7th of May at 1.45pm and I now want to get an audio copy of that call.

    The person I spoke with told me that the call was being recorded and that it may be used for training purposes and was I okay with that and I had no issue with that. The call was definitely recorded!

    How do I get a copy of that call as I am entitled to under Freedom of Information regulations?

    Hi foggy_lad

    Did you send in the written cancellation / e-mail as per the process after that call? Just to see if we have a written request as well.

    Thanks, Mark


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    #3
    foggy_lad
    Closed Accounts Posts: 20,373 ✭✭✭✭foggy_lad


    eircom: Mark wrote: »
    Hi foggy_lad

    Did you send in the written cancellation / e-mail as per the process after that call? Just to see if we have a written request as well.

    Thanks, Mark
    I was offered a deal during that call and agreed to remain with Eircom on the exact same plan of off-peak calls and unlimited next gen broadband for €40/month with no minimum contract. Eircom are now telling me I was never offered this deal so I need to get a copy of this recorded call to take this matter further.


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    #4
    kmscc
    Registered Users Posts: 60 ✭✭kmscc


    Hi, I moved back to eircom september 2012, have had nothing but hardship since, telling me one thing on the phone then another thing when i would ring back, in December got it sorted i thought then got a huge bill of over 400 euro, eventually got that sorted and they gave me a special offer package of €35 a month for 6 mths then that would go to €50 after the 6 mths this offer was including vat, what a joke have been paying vat on top of the €35 and every time i try to ring or chat on the eircom web chat been put through to someone else and guess what someone never answers, it is the worst service ever, eircom have been in trouble already this year for false advertising of their broadband, It has the worst customer service of any company ever.
    See will i get a reply :rolleyes:


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    #5
    foggy_lad
    Closed Accounts Posts: 20,373 ✭✭✭✭foggy_lad


    Any update on this??


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    #6
    eircom: Mark
    Closed Accounts Posts: 3,441 ✭✭✭eircom: Mark


    foggy_lad wrote: »
    Any update on this??
    Hi foggy_lad

    I am still working on it.

    Thanks, Mark


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    #7
    foggy_lad
    Closed Accounts Posts: 20,373 ✭✭✭✭foggy_lad


    eircom: Mark wrote: »
    Hi foggy_lad

    I am still working on it.

    Thanks, Mark
    How long do you think this will take? How long does it take to listen to a few minutes of audio? should I switch to SKY while waiting on a proper response from Eircom?


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    #8
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    Hi kmscc,

     

    Can you please PM me your details and I will look into this for you?

     

    Thanks

     

    Tracey


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    #9
    foggy_lad
    Closed Accounts Posts: 20,373 ✭✭✭✭foggy_lad


    eircom: Tracey wrote: »
    Hi kmscc,

     

    Can you please PM me your details and I will look into this for you?

     

    Thanks

     

    Tracey
    Hi Tracey, thank you for the reply, afaik Mark is dealing with this for me. He is waiting for a manager in another department to listen to the call Recording and reply to him but it would appear that heels are being dragged somewhere along the line!

    I will pm you though as it may help matters if I can get a recording of a "contract" call I made to Eircom.


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    #10
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    Ok no problem foogy_lad.

    That would be perfect thanks and I will come back to you as soon as it has been listened to.

    Thanks

    Tracey


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    #11
    Kristopherus
    Registered Users Posts: 11,907 ✭✭✭✭Kristopherus


    foggy_lad wrote: »
    I made a call to Eircom cancellations on the 7th of May at 1.45pm and I now want to get an audio copy of that call.

    The person I spoke with told me that the call was being recorded and that it may be used for training purposes and was I okay with that and I had no issue with that. The call was definitely recorded!

    How do I get a copy of that call as I am entitled to under Freedom of Information regulations?
    FOI does not apply to Eircom. It applies only to Public Services.


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    #12
    TheChizler
    Registered Users Posts: 9,455 ✭✭✭TheChizler


    Kristopherus wrote: »
    FOI does not apply to Eircom. It applies only to Public Services.

    Data Protection so!


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    #13
    foggy_lad
    Closed Accounts Posts: 20,373 ✭✭✭✭foggy_lad


    Kristopherus wrote: »
    FOI does not apply to Eircom. It applies only to Public Services.
    You are 100% correct. My request would be under Data protection leglislation and one would think that as Eircom will require the same call recording to prove me wrong and what they now claim is the truth they would provide the recording free of charge to myself and other customers who have also been lied to by their sales staff


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    #14
    cookie1977
    Registered Users Posts: 6,794 ✭✭✭cookie1977


    Kristopherus wrote: »
    FOI does not apply to Eircom. It applies only to Public Services.
    Data protection act still applies though and requests can be made under that for said information:

    http://www.dataprotection.ie/docs/Making-an-Access-Request/963.htm


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    #15
    foggy_lad
    Closed Accounts Posts: 20,373 ✭✭✭✭foggy_lad


    eircom: Tracey wrote: »
    Ok no problem foogy_lad.

    That would be perfect thanks and I will come back to you as soon as it has been listened to.

    Thanks

    Tracey
    Mark has been promising this since the middle of last week so don't be surprised if this issue sees the far side of the bank holiday weekend or even my next bill issue date! (But I am hoping Eircom or COMREG will have sorted this out by then).

    Just to repeat also that I am now unable to pay my current bill as it is incorrect and my personal accounts system will not allow payment. when a correct bill is issued with the pro-rata reduction for the €40/month plan from 8th of may I will be in a position to pay what is owed!


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    #16
    Kristopherus
    Registered Users Posts: 11,907 ✭✭✭✭Kristopherus


    cookie1977 wrote: »
    Data protection act still applies though and requests can be made under that for said information:

    http://www.dataprotection.ie/docs/Making-an-Access-Request/963.htm
    I was just informing him about FOI. That can be an expensive exercise. Hopefully Eircom will see the light under the DP Act and provide the recording at no cost.


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    #17
    foggy_lad
    Closed Accounts Posts: 20,373 ✭✭✭✭foggy_lad


    Kristopherus wrote: »
    I was just informing him about FOI. That can be an expensive exercise. Hopefully Eircom will see the light under the DP Act and provide the recording at no cost.
    If Eircom don't see the light I'm sure that COMREG will request the call recording and will actually listen to it(as long as it is still audible), and make a decision in my favour!


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    #18
    eircom: Mark
    Closed Accounts Posts: 3,441 ✭✭✭eircom: Mark


    foggy_lad wrote: »
    Mark has been promising this since the middle of last week so don't be surprised if this issue sees the far side of the bank holiday weekend or even my next bill issue date! (But I am hoping Eircom or COMREG will have sorted this out by then).

    Just to repeat also that I am now unable to pay my current bill as it is incorrect and my personal accounts system will not allow payment. when a correct bill is issued with the pro-rata reduction for the €40/month plan from 8th of may I will be in a position to pay what is owed!
    Hi foggy_lad

    I checked with the Comreg complaints handler for eircom. He has confirmed they have received and logged the complaint yesterday 29/05/13.

    As you have decided to escalate the matter as an official complaint. A manager will respond to you directly regarding the issue.

    So I have to defer to the complaints process, so just to advise you I can not respond via e-mail if the matter once is has been escalated through this process.

    Thanks, Mark


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