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Customer Care Hanging Up

  • 18-01-2019 12:00pm
    #1
    kmart6
    Registered Users, Registered Users 2 Posts: 15,172 ✭✭✭✭


    I am currently trying to change my plan. I have just spent 28 minutes on hold to Customer Care before I was hung up on after hearing a few long beeps. How can I change my contract if this is how you are dealing with customer queries? 

    This does not seem to be an isolated incident going by posts on here and tweets to @eircare. Surely you should be addressing the system issues that are causing calls to be cancelled and customers having to start from the back of the queue.


Comments

  • #2
    JoyPad
    Registered Users, Registered Users 2 Posts: 1,704 ✭✭✭JoyPad


    It's the norm for eir Customer DontCare team, and it has been like this for quite a few months.
    Keep ringing them until they answer.

    Open a complaint on their website, if you can: https://www.eir.ie/complaints/
    After 10 days of not receiving an answer to the complaint, you can go on to ComReg and talk to them.

    Unfortunately, this is the best path you can take.


  • #3
    kmart6
    Registered Users, Registered Users 2 Posts: 15,172 ✭✭✭✭kmart6


    Second call, 29 minutes on hold, CC rep answered decided I needed to be put though to the loyalty team, ''transferred me to them'', started to get an automated error message that they were having difficulty transferring calls, heard that message 3 times and then once again, I was hung up on!

    Can an eir rep on here respond???


  • #4
    eir: Kellie
    Closed Accounts Posts: 245 ✭✭eir: Kellie


    kmart6 wrote: »
    Second call, 29 minutes on hold, CC rep answered decided I needed to be put though to the loyalty team, ''transferred me to them'', started to get an automated error message that they were having difficulty transferring calls, heard that message 3 times and then once again, I was hung up on!

    Can an eir rep on here respond???
    Hi there,

    Thank you for getting in touch with us here, we really appreciate it.

    I am sorry to hear about this and I will be sure to pass your feedback onto the relevant department.

    However, if there is anything that I can help you with, please do not hesitate in sending me a PM with your account details where I would be more than happy to have a look into this for you.

    ~Kellie


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