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No loyalty

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  • 15-06-2017 2:45pm
    #1
    Skyrimaddict
    Registered Users Posts: 813 ✭✭✭


    Hi,

    I have been a customer of eir for a while. Renewing my contract now and i get different offers and rates depending on who i speak.

    Latest one put my new package much higher than existing.

    Any reps here wish to help.


Comments

  • Options
    #2
    eir: Anna
    Closed Accounts Posts: 807 ✭✭✭eir: Anna


    Hi Skyrimaddict,

    Thanks for getting in touch.

    Can you please PM me your account details and I will be more than happy to have a further look into this for you.

    Thanks, 
    Anna.


  • Options
    #3
    Skyrimaddict
    Registered Users Posts: 813 ✭✭✭Skyrimaddict


    Just to come back to this post after what i would describe as terrible customer service.

    Rang and went to Eir store portlaoise to get very poor treatment from worker with short blonde hair, but who did manage to tell me my account was not cancelled.

    Rang your loyalty dept, spoke with lovely girl called Denise who tried to help but pointed out the following.

    1. My contract was not cancelled, someone instead put me to switch. Despite two calls both to confirm my cancellation was accepted.
    2. If i want a call listened to in which i cancelled it would take 21 days.

    At this point i am out of contract so will just cancel my payments to Eir.

    From a company two years ago whom i told everyone was great, to pure rubbish!


  • Options
    #4
    eir: Anna
    Closed Accounts Posts: 807 ✭✭✭eir: Anna


    I have received your PM and will reply to you shortly.

    I do apologise for any inconvenience caused to you. 

    Thanks,
    Anna


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    #5
    Skyrimaddict
    Registered Users Posts: 813 ✭✭✭Skyrimaddict


    eir: Anna wrote: »
    I have received your PM and will reply to you shortly.

    I do apologise for any inconvenience caused to you. 

    Thanks,
    Anna

    Pm yesterdsy and awaiting response


  • Options
    #6
    eir: Anna
    Closed Accounts Posts: 807 ✭✭✭eir: Anna


    I have replied to your PM.

    Thanks,
    Anna


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    #7
    Skyrimaddict
    Registered Users Posts: 813 ✭✭✭Skyrimaddict


    eir: Anna wrote: »
    I have replied to your PM.

    Thanks,
    Anna

    Yes, and advised it now can take 30 days to listen to my call. Not even the 21 as advised previously.


    At this point i had wanted to keep some acvounts with Eir but a complete lack of customer care is forcing me away


  • Options
    #8
    eir: Anna
    Closed Accounts Posts: 807 ✭✭✭eir: Anna


    I am very sorry to hear this.

    The 21 working days is correct, however, this would be 30 days.

    I do apologise, unfortunately, this is the standard lead time for a resolution and we would be unable to escalate this.

    -Anna


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    #9
    Skyrimaddict
    Registered Users Posts: 813 ✭✭✭Skyrimaddict


    eir: Anna wrote: »
    I am very sorry to hear this.

    The 21 working days is correct, however, this would be 30 days.

    I do apologise, unfortunately, this is the standard lead time for a resolution and we would be unable to escalate this.

    -Anna

    So basically due to an error on the part of Eir, i have to pay a number of months extra.

    Also, it was not 21 working days i was told, it was 21.

    I will just cancel my dd so, and when eir go to court you will need to present the recording.


  • Options
    #10
    Skyrimaddict
    Registered Users Posts: 813 ✭✭✭Skyrimaddict


    I must say this is a poor way to treat a customer who was loyal all along.


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    #11
    Skyrimaddict
    Registered Users Posts: 813 ✭✭✭Skyrimaddict


    Skyrimaddict wrote: »
    I must say this is a poor way to treat a customer who was loyal all along.

    Been advised by an Eir that i need to request a cancellation which i have done or wait till escalation.


    Do i get my account money back at the end when i am proven right.


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    #12
    eir: Anna
    Closed Accounts Posts: 807 ✭✭✭eir: Anna


    I'm very sorry you feel this way, however, this is the standard lead time and it is required that the call is listened to in order to hear what was discussed and agreed to at the point of sale.

    Thanks,
    Anna


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    #13
    Skyrimaddict
    Registered Users Posts: 813 ✭✭✭Skyrimaddict


    eir: Anna wrote: »
    I'm very sorry you feel this way, however, this is the standard lead time and it is required that the call is listened to in order to hear what was discussed and agreed to at the point of sale.

    Thanks,
    Anna

    And what about when the call Is listened to. Is my money given back.

    Can you also post a link to where it says i need to call to cancel and then await an emaik.

    And also where in your t and c it says it takes 30 days for a call listened to.


  • Options
    #14
    eir: Anna
    Closed Accounts Posts: 807 ✭✭✭eir: Anna


    A decision will be based on listening to the call and any charges incorrectly applied will be amended.

    It is not in our terms and conditions of 21 working days for a call to be listened to as this is standard lead time and does not affect your contract.

    You can view all of our terms and conditions here.

    Thanks,
    Anna


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    #15
    Skyrimaddict
    Registered Users Posts: 813 ✭✭✭Skyrimaddict


    eir: Anna wrote: »
    A decision will be based on listening to the call and any charges incorrectly applied will be amended.

    It is not in our terms and conditions of 21 working days for a call to be listened to as this is standard lead time and does not affect your contract.

    You can view all of our terms and conditions here.

    Thanks,
    Anna

    I asked if you can post the section Where it says i have to call and then await Eir to approve and then email me about cancelling.


    I cant see it anywhere clearly


  • Options
    #16
    eir: Anna
    Closed Accounts Posts: 807 ✭✭✭eir: Anna


    This is section is under the cancellation procedure in section 7 of the terms and conditions.

    Thanks,
    Anna


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    #17
    Skyrimaddict
    Registered Users Posts: 813 ✭✭✭Skyrimaddict


    And what about the refund once i am proven right?


  • Options
    #18
    eir: Anna
    Closed Accounts Posts: 807 ✭✭✭eir: Anna


    Once the call has been listened to and a resolution has been made.

    If you were incorrectly charged, the credits would the be applied to your account and will reflect your bill or a cheque will be issued out to you.

    Thanks,
    Anna


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    #19
    Skyrimaddict
    Registered Users Posts: 813 ✭✭✭Skyrimaddict


    eir: Anna wrote: »
    Once the call has been listened to and a resolution has been made.

    If you were incorrectly charged, the credits would the be applied to your account and will reflect your bill or a cheque will be issued out to you.

    Thanks,
    Anna

    Do i get a copy of this, or am i to trust Eir, or let me guess, i am to request it under freedom of infortamtion and pay for it.


  • Options
    #20
    eir: Anna
    Closed Accounts Posts: 807 ✭✭✭eir: Anna


    If you wish to have a copy of this call recording you will need to submit in writing to the Data Protection Office.

    You can send this request to:

    Data Protection Officer
    eircom HQ
    1 Heuston South Quarter
    St. John's Road
    Dublin 8
     

    You must accompany the letter with a cheque or postal order for €6.35. 


    If the charge is not received, the request will be declined.


    Thanks,
    Anna


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