Eir Customer Service is a Shambles

concat1

I have no landline since January 11th.  With over 70 calls made and cant get to talk to anyone right or kept being put on hold and then knocked off.  I am an eir customer for 20 years and never faltered with my bill.  This is some way to look after customers.  Why cant I get some one to call me when I log a complaint??? I need to get my landline working.  What a disgraceful company!!!!!!!

Giveaway

concat1 wrote: »

I have no landline since January 11th.  With over 70 calls made and cant get to talk to anyone right or kept being put on hold and then knocked off.  I am an eir customer for 20 years and never faltered with my bill.  This is some way to look after customers.  Why cant I get some one to call me when I log a complaint??? I need to get my landline working.  What a disgraceful company!!!!!!!

Suspect its more profitable to ignore/complaints or issues rather than deal with them appropriately. I expect most customers give up

Purplej

concat1 wrote: »

I have no landline since January 11th.  With over 70 calls made and cant get to talk to anyone right or kept being put on hold and then knocked off.  I am an eir customer for 20 years and never faltered with my bill.  This is some way to look after customers.  Why cant I get some one to call me when I log a complaint??? I need to get my landline working.  What a disgraceful company!!!!!!!

Unfortunately you need to log a complaint with Comreg to get any action out of Eir right now.
Whoever in their management team signed off on this insourcing is very inexperienced.

fitzy700

I agree, its sh1t and i think it could be a big mistake for eir down the line( no pun intended), it's very frustrating when you use up your whole break waiting on hold and then you have to hang up because they still haven't sorted your issue.
Tactical on there behalf I'd say😠

Captainsatnav

Go nuts

Henry Ford III

I feel sorry for the good people working for Eir. They are fighting a losing battle.

RangeR

It's nothing to do with ignoring complaints. They are in a transition as well as a huge voluntary redundancy excercise. A massively mis-managed transition and redundancy. They are in the process of migrating their call center from Dublin / India to Sligo, I think. I've been trying for over a week to chase updates on multiple orders. I finally got through, the person apologised and said that there were only 5 of them on shift, with calls on hold up the ying yang, and they were in the process of being shut down.

Whoever is managing this transition isn't worth the sweat off my pi$$. Yes, eir will recover. This will be forgotten about a few weeks after the transition is complete. But they should have kept their existing call center until the new one was up and running. Not just shut it down and hope for the best.

seanaway

concat1 wrote: »

I have no landline since January 11th.  With over 70 calls made and cant get to talk to anyone right or kept being put on hold and then knocked off.  I am an eir customer for 20 years and never faltered with my bill.  This is some way to look after customers.  Why cant I get some one to call me when I log a complaint??? I need to get my landline working.  What a disgraceful company!!!!!!!

Wouldn't touch them if they gave it to me for free. Vote with your pocket and leave. Pleanty of options out there.

concat1

Giveaway wrote: »

concat1 wrote: »

I have no landline since January 11th.  With over 70 calls made and cant get to talk to anyone right or kept being put on hold and then knocked off.  I am an eir customer for 20 years and never faltered with my bill.  This is some way to look after customers.  Why cant I get some one to call me when I log a complaint??? I need to get my landline working.  What a disgraceful company!!!!!!!

Suspect its more profitable to ignore/complaints or issues rather than deal with them appropriately. I expect most customers give up

Believe you me I'd love to give up but I need my phone, I'm alone and feel so isolated without it and its my contact for family and friends far away.  I'm near breakdown now.

BronsonTB

OP - Yes - https://www.boards.ie/ttfthread/2057950712

Also see sticky post - Still relevant today - https://www.boards.ie/ttfthread/2057916504/11

Kiwi John

concat1 wrote: »

Giveaway wrote: »

concat1 wrote: »

I have no landline since January 11th.  With over 70 calls made and cant get to talk to anyone right or kept being put on hold and then knocked off.  I am an eir customer for 20 years and never faltered with my bill.  This is some way to look after customers.  Why cant I get some one to call me when I log a complaint??? I need to get my landline working.  What a disgraceful company!!!!!!!

Suspect its more profitable to ignore/complaints or issues rather than deal with them appropriately. I expect most customers give up

Believe you me I'd love to give up but I need my phone, I'm alone and feel so isolated without it and its my contact for family and friends far away.  I'm near breakdown now.

I feel your pain. It is not just some one off call centre transition they have been a complete shambles for years.

Thoie

RangeR wrote: »

It's nothing to do with ignoring complaints. They are in a transition as well as a huge voluntary redundancy excercise. A massively mis-managed transition and redundancy. They are in the process of migrating their call center from Dublin / India to Sligo, I think. I've been trying for over a week to chase updates on multiple orders. I finally got through, the person apologised and said that there were only 5 of them on shift, with calls on hold up the ying yang, and they were in the process of being shut down.

Whoever is managing this transition isn't worth the sweat off my pi$$. Yes, eir will recover. This will be forgotten about a few weeks after the transition is complete. But they should have kept their existing call center until the new one was up and running. Not just shut it down and hope for the best.

How long have they been in transition for?  I've been having these kinds of issues for at least 7 months now.  I had an entire thread running from late October to early December about it.  My issue still hasn't been resolved, nor has anyone bothered to make contact with me.

TheRiverman

The shambles started when it was privatised in 1999,at least the current owner appears to be keeping things in house and cutting out the ridiculous outsourcing.

eir: Grainne

concat1 wrote: »

I have no landline since January 11th.  With over 70 calls made and cant get to talk to anyone right or kept being put on hold and then knocked off.  I am an eir customer for 20 years and never faltered with my bill.  This is some way to look after customers.  Why cant I get some one to call me when I log a complaint??? I need to get my landline working.  What a disgraceful company!!!!!!!

Hi concat1, 

I have responded to your PM. 

As soon as I get the information I will escalate this. 

Grainne