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‘I am absolutely disgusted' - Frustration with Eir customer service reaches crescendo

  • 23-02-2019 2:44pm
    #1
    donnyvegas
    Registered Users Posts: 308 ✭✭


    What is going on at Eir? A couple of weeks ago Pricewatch started getting messages via Twitter from disgruntled customers. A trickle at first, the flow of complaints soon turned into a stream with most sharing a common theme.

    People spoke of the difficulties they had making contact with Eir in shops or over the phone or via online channels. Customers spoke of wasting hours of their lives on hold before calls were mysteriously dropped.

    Sometimes people would get to talk to a human being at Eir only to be told the problem could only be resolved via webchat.

    But when they contacted the company through its webchat service they were told the only way the problem could be resolved was via the telephone.

    We were struck by the common themes of many of the messages and by the volume so we asked for mails from unhappy Eir customers.

    https://www.irishtimes.com/news/consumer/i-am-absolutely-disgusted-frustration-with-eir-customer-service-reaches-crescendo-1.3792723

    I was going to switch to Eir but after reading the problems on this forum and the article by Conor Pope - NO THANKS. 


Comments

  • #2
    eir: Linzi
    Closed Accounts Posts: 527 ✭✭✭eir: Linzi


    donnyvegas wrote: »
    What is going on at Eir? A couple of weeks ago Pricewatch started getting messages via Twitter from disgruntled customers. A trickle at first, the flow of complaints soon turned into a stream with most sharing a common theme.

    People spoke of the difficulties they had making contact with Eir in shops or over the phone or via online channels. Customers spoke of wasting hours of their lives on hold before calls were mysteriously dropped.

    Sometimes people would get to talk to a human being at Eir only to be told the problem could only be resolved via webchat.

    But when they contacted the company through its webchat service they were told the only way the problem could be resolved was via the telephone.

    We were struck by the common themes of many of the messages and by the volume so we asked for mails from unhappy Eir customers.

    https://www.irishtimes.com/news/consumer/i-am-absolutely-disgusted-frustration-with-eir-customer-service-reaches-crescendo-1.3792723

    I was going to switch to Eir but after reading the problems on this forum and the article by Conor Pope - NO THANKS. 
    Hi donnyvegas

    We are sorry you feel this way. eir customers are currently facing longer than normal, and longer than acceptable, wait times when contacting our Customer Care call centres. We apologise for this temporary situation and we appreciate our customers' patience as we continue to transition to our new call centres in Cork, Limerick and Sligo over the next few months and to a far better experience for all of eir's customers.  

    Many thanks

    Linzi


  • #3
    TaitsClock
    Registered Users Posts: 41 ✭TaitsClock


    I left EIR last August after being completely overcharged (180euro for less than 2 days of data which was only really used for emails and whatsapp) then having my phone blocked due to said charges and EIR not managing to unblock it even after paying the 'unblocking fee' of 60euro. 

    all together i spent at least 3 hours on the phone and 90minutes on the webchat but then just decided to keep the number and move to another provider.
    I still get monthly messages reminding me of how much i owe them now but im not wasting anymore time on them.

    They are an absolute nightmare to deal with, not only would i not recommend them but i would actually advise anybody thinking of joining them to look elsewhere.


  • #4
    eir: Linzi
    Closed Accounts Posts: 527 ✭✭✭eir: Linzi


    TaitsClock wrote: »
    I left EIR last August after being completely overcharged (180euro for less than 2 days of data which was only really used for emails and whatsapp) then having my phone blocked due to said charges and EIR not managing to unblock it even after paying the 'unblocking fee' of 60euro. 

    all together i spent at least 3 hours on the phone and 90minutes on the webchat but then just decided to keep the number and move to another provider.
    I still get monthly messages reminding me of how much i owe them now but im not wasting anymore time on them.

    They are an absolute nightmare to deal with, not only would i not recommend them but i would actually advise anybody thinking of joining them to look elsewhere.
    Hi TaitsClock

    Can you pm me the following details and I will look into this for you.

    Name
    Account Number
    1st line of address
    DOB
    Are you the account holder?

    Thanks

    Linzi


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