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Trying to change existing eir broadband plan

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  • 05-02-2019 3:48pm
    #1
    waxylad
    Registered Users Posts: 23 ✭


    Hi 

    Just trying to change existing eir broadband plan have called numerous times. The wait time is over 40 minutes, can someone help me


    Kind Regards
    John 


Comments

  • Options
    #2
    eir: Grainne
    Closed Accounts Posts: 798 ✭✭✭eir: Grainne


    waxylad wrote: »
    Hi 

    Just trying to change existing eir broadband plan have called numerous times. The wait time is over 40 minutes, can someone help me


    Kind Regards
    John 
    Hi waxylad, 

    You can contact our webchat team here this team can change your plan. 

    Alternatively, you can go into a store. 

    Thanks, 
    Grainne


  • Options
    #3
    waxylad
    Registered Users Posts: 23 ✭waxylad


    Hi grainne


    Have gone to store in crescent shopping centre limerick and they refer me to eir customer service 

    The chat facility is hopeless I need someone to help the call centre wait times over 40 minutes; have being disconnected over 3 times

    Also an advisor gave me an understanding that they would call me back none


    Kind Regards
    John 


  • Options
    #4
    waxylad
    Registered Users Posts: 23 ✭waxylad


    eir: Grainne wrote: »
    Hi waxylad, 

    You can contact our webchat team here this team can change your plan. 

    Alternatively, you can go into a store. 

    Thanks, 
    Grainne

    Hi Grainne

    Have you seen my last reply can you please help me

    Regards
    John


  • Options
    #5
    waxylad
    Registered Users Posts: 23 ✭waxylad


    Have to say very poor customer service by eir in boards.ie


  • Options
    #6
    eir: Grainne
    Closed Accounts Posts: 798 ✭✭✭eir: Grainne


    waxylad wrote: »
    Have to say very poor customer service by eir in boards.ie
    Hi waxylad, 

    Sorry to hear you feel this way. 

    Is there anything I can help you with here?

    Grainne


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  • Options
    #7
    waxylad
    Registered Users Posts: 23 ✭waxylad


    eir: Grainne wrote: »
    waxylad wrote: »
    Have to say very poor customer service by eir in boards.ie
    Hi waxylad, 

    Sorry to hear you feel this way. 

    Is there anything I can help you with here?

    Grainne
    Have to say the overall experience with eir has been extremely disappointing wouldn't recommend anyone joining. For example waiting an 1hr 25 minute to conclude to change an existing contract to another eir contract. I feel existing customer who have show loyalty to eir are being treated very poorly. In all honesty you can't say we are having long wait times as we bring our staff in house and then the sales line for new customer has a wait time of 30 secs. Why don't staff have access to ammend contract across the whole call centre. I also believe if customer are waiting in excess of an 1hr to have a simple query dealt with this then they should be offered good will gestures.


  • Options
    #8
    eir: Grainne
    Closed Accounts Posts: 798 ✭✭✭eir: Grainne


    waxylad wrote: »
    eir: Grainne wrote: »
    waxylad wrote: »
    Have to say very poor customer service by eir in boards.ie
    Hi waxylad, 

    Sorry to hear you feel this way. 

    Is there anything I can help you with here?

    Grainne
    Have to say the overall experience with eir has been extremely disappointing wouldn't recommend anyone joining. For example waiting an 1hr 25 minute to conclude to change an existing contract to another eir contract. I feel existing customer who have show loyalty to eir are being treated very poorly. In all honesty you can't say we are having long wait times as we bring our staff in house and then the sales line for new customer has a wait time of 30 secs. Why don't staff have access to ammend contract across the whole call centre. I also believe if customer are waiting in excess of an 1hr to have a simple query dealt with this then they should be offered good will gestures.
    Hi waxylad, 

    I completely understand the frustration that this has caused you and my sincere apologies for the inconvenience caused. 

    I will certainly pass your feedback on. 

    Don't hesitate to contact us here if we can assist you in the future. 

    Grainne


  • Options
    #9
    waxylad
    Registered Users Posts: 23 ✭waxylad


    eir: Grainne wrote: »
    waxylad wrote: »
    eir: Grainne wrote: »
    waxylad wrote: »
    Have to say very poor customer service by eir in boards.ie
    Hi waxylad, 

    Sorry to hear you feel this way. 

    Is there anything I can help you with here?

    Grainne
    Have to say the overall experience with eir has been extremely disappointing wouldn't recommend anyone joining. For example waiting an 1hr 25 minute to conclude to change an existing contract to another eir contract. I feel existing customer who have show loyalty to eir are being treated very poorly. In all honesty you can't say we are having long wait times as we bring our staff in house and then the sales line for new customer has a wait time of 30 secs. Why don't staff have access to ammend contract across the whole call centre. I also believe if customer are waiting in excess of an 1hr to have a simple query dealt with this then they should be offered good will gestures.
    Hi waxylad, 

    I completely understand the frustration that this has caused you and my sincere apologies for the inconvenience caused. 

    I will certainly pass your feedback on. 

    Don't hesitate to contact us here if we can assist you in the future. 

    Grainne
    Not good enough response Grainne... Your response was a copy from a spreadsheet 


  • Options
    #10
    eir: Grainne
    Closed Accounts Posts: 798 ✭✭✭eir: Grainne


    waxylad wrote: »
    eir: Grainne wrote: »
    waxylad wrote: »
    eir: Grainne wrote: »
    waxylad wrote: »
    Have to say very poor customer service by eir in boards.ie
    Hi waxylad, 

    Sorry to hear you feel this way. 

    Is there anything I can help you with here?

    Grainne
    Have to say the overall experience with eir has been extremely disappointing wouldn't recommend anyone joining. For example waiting an 1hr 25 minute to conclude to change an existing contract to another eir contract. I feel existing customer who have show loyalty to eir are being treated very poorly. In all honesty you can't say we are having long wait times as we bring our staff in house and then the sales line for new customer has a wait time of 30 secs. Why don't staff have access to ammend contract across the whole call centre. I also believe if customer are waiting in excess of an 1hr to have a simple query dealt with this then they should be offered good will gestures.
    Hi waxylad, 

    I completely understand the frustration that this has caused you and my sincere apologies for the inconvenience caused. 

    I will certainly pass your feedback on. 

    Don't hesitate to contact us here if we can assist you in the future. 

    Grainne
    Not good enough response Grainne... Your response was a copy from a spreadsheet 
    Sorry that you feel this way waxylad, 

    I can assure you this was not copied from a spreadhseet.

    Don't hesitate to contact me here if I can assist in the future and I will be happy to help. 

    Grainne


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