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Appalling customer service

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  • 21-04-2016 1:35am
    #1
    stevek93
    Registered Users Posts: 3,088 ✭✭✭


    I'm going to go as far as to say you need to rehire your whole call centre team! I have signed up to your 27.50 deal 2 months ago and it still hasn't been installed.

    It has taken 4 appoiments for the PHONE LINE to be installed into the house, two appoiments canceled by YOU and one where the technician showed up at the wrong time.

    I finally got it installed last Tuesday on the 12th of April and was told a technician would be out with the modem in 3 to 5 working days. I phoned on the Thursday the 14th just to make sure due to all the hassle I have been getting. I was told it would be installed on a Thursday the 21st.I got text message today saying it won't be installed till next Wednesday the 27th 11 working days later!

    I have also received two bills from you fair enough you have credited them when I have complained but I shouldn't have had too!

    Also back to your call centre staff any time I have phoned as I am not the account holder I always ask do you want permission to speak to the account holder and was told it was not needed. I think you need to educate yourself on the data protection act.

    Another thing they don't not listen to a word I do say all I get is "yes ok yes yes ok I need to transfer you to so and so" then the line drops.

    I am asking for a discount on my bill also I am opening a claim with Comreg.


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    #2
    Eir: Pamela
    Closed Accounts Posts: 2,797 ✭✭✭Eir: Pamela


    stevek93 wrote: »
    I'm going to go as far as to say you need to rehire your whole call centre team! I have signed up to your 27.50 deal 2 months ago and it still hasn't been installed.

    It has taken 4 appoiments for the PHONE LINE to be installed into the house, two appoiments canceled by YOU and one where the technician showed up at the wrong time.

    I finally got it installed last Tuesday on the 12th of April and was told a technician would be out with the modem in 3 to 5 working days. I phoned on the Thursday the 14th just to make sure due to all the hassle I have been getting. I was told it would be installed on a Thursday the 21st.I got text message today saying it won't be installed till next Wednesday the 27th 11 working days later!

    I have also received two bills from you fair enough you have credited them when I have complained but I shouldn't have had too!

    Also back to your call centre staff any time I have phoned as I am not the account holder I always ask do you want permission to speak to the account holder and was told it was not needed. I think you need to educate yourself on the data protection act.

    Another thing they don't not listen to a word I do say all I get is "yes ok yes yes ok I need to transfer you to so and so" then the line drops.

    I am asking for a discount on my bill also I am opening a claim with Comreg.
    Hi  stevek93,


    Thanks for getting in touch, I'm so sorry to hear of this experience and I can completely understand your frustration here. 
    This is definitely not the experience we aim to provide and for this we must apologise.

    Can you PM me your account number and I will take a look into this.
    I will also flag this and pass your feedback onto the relevant department.

    -Pamela 


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