Customer Service????

chewed

Is there something going on in Eir customer service this morning?  Or am I black listed.

All I want to know is when my fibre installation will happen!

Firstly I go online to chat to an eir representative. He can't give me a date, but gives me the phone number for Meteor for some reason!

I then call 1901 and get through to a representative. I'm put on hold for over 5 minutes.

Call again to another representative and left on hold for over 8 minutes

Call once again to complain and promised by the girl that she will sort it out for me and has to "quickly" check my installation status with a colleague.  I'm still on hold 5 minutes later!

This is an absolute disgrace!  Is it not obvious that you have customers left on hold in your call centres! 

I'm having serious doubts about ever signing up to eir now, if this is the way I'm going to be treated.

guideanna

I feel your pain Chewed, it's like pulling teeth trying to deal with the online or call centre CS.
Also none of them seem to have a clue when it comes to actual information, they're all just reading off listed answers and no one  is able to help you with your individual issues.

I've been trying to get the broadband and tv service sine 22nd March and still haven't managed to get an engineer out to me and not one person i've spoken to has taken the time to say to me…"I will get this sorted for you".
I have had to chase up on a daily basis for updates to find out a)what the problem was and b)how could it be fixed! 
I'm still waiting on an answers!!

Best of luck to you!
Would suggest a email of complaint to ccm@eir.ie maybe if enough mails get through they'll see how awful their customer service is!

eir: Anna

chewed wrote: »

Is there something going on in Eir customer service this morning?  Or am I black listed.

All I want to know is when my fibre installation will happen!

Firstly I go online to chat to an eir representative. He can't give me a date, but gives me the phone number for Meteor for some reason!

I then call 1901 and get through to a representative. I'm put on hold for over 5 minutes.

Call again to another representative and left on hold for over 8 minutes

Call once again to complain and promised by the girl that she will sort it out for me and has to "quickly" check my installation status with a colleague.  I'm still on hold 5 minutes later!

This is an absolute disgrace!  Is it not obvious that you have customers left on hold in your call centres! 

I'm having serious doubts about ever signing up to eir now, if this is the way I'm going to be treated.

Hi chewed,


I'm sorry to hear this.


If you would like me to look into this for you, can you please PM me your account number and full name and I would be more than happy to assist you?


Thanks,
Anna

chewed

eir: Anna wrote: »

chewed wrote: »

Is there something going on in Eir customer service this morning?  Or am I black listed.

All I want to know is when my fibre installation will happen!

Firstly I go online to chat to an eir representative. He can't give me a date, but gives me the phone number for Meteor for some reason!

I then call 1901 and get through to a representative. I'm put on hold for over 5 minutes.

Call again to another representative and left on hold for over 8 minutes

Call once again to complain and promised by the girl that she will sort it out for me and has to "quickly" check my installation status with a colleague.  I'm still on hold 5 minutes later!

This is an absolute disgrace!  Is it not obvious that you have customers left on hold in your call centres! 

I'm having serious doubts about ever signing up to eir now, if this is the way I'm going to be treated.

Hi chewed,


I'm sorry to hear this.


If you would like me to look into this for you, can you please PM me your account number and full name and I would be more than happy to assist you?


Thanks,
Anna

Hi Anna

I eventually got through to someone who didn't hang up on me. They talked to their supervisor and promised I would get an installation date.  I still haven't heard from anyone!

eir: Anna

chewed wrote: »

eir: Anna wrote: »

chewed wrote: »

Is there something going on in Eir customer service this morning?  Or am I black listed.

All I want to know is when my fibre installation will happen!

Firstly I go online to chat to an eir representative. He can't give me a date, but gives me the phone number for Meteor for some reason!

I then call 1901 and get through to a representative. I'm put on hold for over 5 minutes.

Call again to another representative and left on hold for over 8 minutes

Call once again to complain and promised by the girl that she will sort it out for me and has to "quickly" check my installation status with a colleague.  I'm still on hold 5 minutes later!

This is an absolute disgrace!  Is it not obvious that you have customers left on hold in your call centres! 

I'm having serious doubts about ever signing up to eir now, if this is the way I'm going to be treated.

Hi chewed,


I'm sorry to hear this.


If you would like me to look into this for you, can you please PM me your account number and full name and I would be more than happy to assist you?


Thanks,
Anna

Hi Anna

I eventually got through to someone who didn't hang up on me. They talked to their supervisor and promised I would get an installation date.  I still haven't heard from anyone!

I do apologise.

If you would like me to follow this up for you, can you please PM me your full name and account number and I would be more than happy to assist you?

Thanks,
Anna

chewed

eir: Anna wrote: »

chewed wrote: »

eir: Anna wrote: »

chewed wrote: »

Is there something going on in Eir customer service this morning?  Or am I black listed.

All I want to know is when my fibre installation will happen!

Firstly I go online to chat to an eir representative. He can't give me a date, but gives me the phone number for Meteor for some reason!

I then call 1901 and get through to a representative. I'm put on hold for over 5 minutes.

Call again to another representative and left on hold for over 8 minutes

Call once again to complain and promised by the girl that she will sort it out for me and has to "quickly" check my installation status with a colleague.  I'm still on hold 5 minutes later!

This is an absolute disgrace!  Is it not obvious that you have customers left on hold in your call centres! 

I'm having serious doubts about ever signing up to eir now, if this is the way I'm going to be treated.

Hi chewed,


I'm sorry to hear this.


If you would like me to look into this for you, can you please PM me your account number and full name and I would be more than happy to assist you?


Thanks,
Anna

Hi Anna

I eventually got through to someone who didn't hang up on me. They talked to their supervisor and promised I would get an installation date.  I still haven't heard from anyone!

I do apologise.

If you would like me to follow this up for you, can you please PM me your full name and account number and I would be more than happy to assist you?

Thanks,
Anna

Thanks Anna.

I just sent you a PM!

eir: Anna

No problem. 

I will respond to you shortly.

Thanks,
Anna