Can Eir customer service get any worse?

furrybones

I just had another woeful experience trying to deal with an Eir customer service representative. After being on hold for 1hr 17mins the last time I tried calling I hit up the webchat in the hopes that I wouldn't lose the will to live...

...It took 23 minutes of extracting information from me (Name, address, DOB, method of payment, amount of last bill, eir account number .. ) to get them to even look at my bill. Eventually I said I was no longer comfortable with the level of information they were requesting!

Then, they went and changed my account password without even telling me, never mind asking for my consent! 

Two weeks ago I got an email welcoming me to my new contract, that I hadn't taken out and when I did finally get through to them they had indeed signed me up to a contract I didn't request. And on top of all this, they tried to charge me early cancellation fees for broadband even though I was out of contract! 

I am so over Eir and am counting down the months until my mobile contract is finished. They used to be such a great company to deal with. 

Quackles

furrybones wrote: »

I just had another woeful experience trying to deal with an Eir customer service representative. After being on hold for 1hr 17mins the last time I tried calling I hit up the webchat in the hopes that I wouldn't lose the will to live...

...It took 23 minutes of extracting information from me (Name, address, DOB, method of payment, amount of last bill, eir account number .. ) to get them to even look at my bill. Eventually I said I was no longer comfortable with the level of information they were requesting!

Then, they went and changed my account password without even telling me, never mind asking for my consent! 

Two weeks ago I got an email welcoming me to my new contract, that I hadn't taken out and when I did finally get through to them they had indeed signed me up to a contract I didn't request. And on top of all this, they tried to charge me early cancellation fees for broadband even though I was out of contract! 

I am so over Eir and am counting down the months until my mobile contract is finished. They used to be such a great company to deal with. 

They are disgraceful.  I just spent half an hour on the web chat, not in a position to stay on hold ad nauseum.  Technical support passed me to web technical team, who passed me to fixed services, then back to technical support, back to fixed service, advised to call 1901 for one issue (no mobile data at all since yesterday), then sent to technical team for the fact that my router keeps kicking us off the internet, back to the fixed care team, back to the technical team, got through to someone who assured me that "He will surely be looking into my concern", then cut off after 10 minutes of inactivity on his end and me talking to myself trying to keep the chat session alive. Surely this lack of support is grounds for early termination of contract, as it stands I am paying for an unusable service. 

airuser

Yes, it can.
Got a letter about my new contract which sent all my details of bank and code plus my account number with EIR. it said if any details were wrong to contact them within 7 days of the letter. Letter had not date.

Plus I could call 1901. But looking at comments no one can connect to it.

airuser

Yes, it can.
Got a letter about my new contract which sent all my details of bank and code plus my account number with EIR. it said if any details were wrong to contact them within 7 days of the letter. Letter had not date.

Plus I could call 1901. But looking at comments no one can connect to it.

magic_murph

Don't worry lads - it's all in hand
https://www.independent.ie/business/irish/eir-says-poor-customer-service-a-key-priority-37862192.html

Whatever about long delays getting through to customer service - if you had to wait and then get your issues resolved that would be one thing but people are 100% being given the run around between the stress of 'we will call you back' which never seems to happen to asking to close an account only to realise they have signed you up to a new package etc 
It's beyond a joke at this stage. 

airuser

Yes, saw that. But how long will it take? What is annoying is that they advise one to contact CS on 1901 but people find it difficult to get through. The EIR shops cannot handle anything except.

furrybones

Oh it gets better. 

I received a text this morning warning me of excessively high usage on my account and now they are seeking €99.99 in excess usage fees. Haven't done anything different this month to last month, or any other month, and suddenly I owe €99.99??!!! Well, the only thing I've done differently is cancel my contract with them! 

Time to cancel my direct debit. 

<snip>

magic_murph

haha madness. I can see this drama going on for a while yet

I had broadband issues last week and prayed to all the gods that a simple switch off and switch back on again would solve it and it did. After reading all these posts I had the absolute fear of having to call up to try get through to CS. 

eir: Grainne

furrybones wrote: »

I just had another woeful experience trying to deal with an Eir customer service representative. After being on hold for 1hr 17mins the last time I tried calling I hit up the webchat in the hopes that I wouldn't lose the will to live...

...It took 23 minutes of extracting information from me (Name, address, DOB, method of payment, amount of last bill, eir account number .. ) to get them to even look at my bill. Eventually I said I was no longer comfortable with the level of information they were requesting!

Then, they went and changed my account password without even telling me, never mind asking for my consent! 

Two weeks ago I got an email welcoming me to my new contract, that I hadn't taken out and when I did finally get through to them they had indeed signed me up to a contract I didn't request. And on top of all this, they tried to charge me early cancellation fees for broadband even though I was out of contract! 

I am so over Eir and am counting down the months until my mobile contract is finished. They used to be such a great company to deal with. 

Hi furrybones, 

Sorry to hear of the poor experience. 

Could you PM the following details and I will investigate this?
1. Registered Name
2. Registered Address
3. Account Number
4. DOB
5. Are you the Account Holder? 

As soon as I get this information I will look into this for you. 

Thanks, 
Grainne

annoyedgal

It's horrendous. Tried the online chat twice and was run around circles and told to phone. Unfortunately had to give up on phoning 3 times as was waiting over an hour each time on hold. Disgraceful. Was all set to tell them where to put their phone contract!
Will say when i went into the shop the guy was lovely and couldn't have been more helpful. Thank you nice guy in swords branch.
Eir sort your customer call sh@t out!!!

StephenOT

Got through to the customer service team on my second time trying, both wait times over one hour. I was looking to cancel my contract with them ( 30 day rolling contract for my phone) and I was told that if I cancelled it then and there I would not be able to switch my number to another network also that if I went to a different provider they would switch my number for me and it would automatically cancel my contract with eir. Does anyone know if this is true? The last thing I want is to be paying for two different networks.

furrybones

StephenOT wrote: »

Got through to the customer service team on my second time trying, both wait times over one hour. I was looking to cancel my contract with them ( 30 day rolling contract for my phone) and I was told that if I cancelled it then and there I would not be able to switch my number to another network also that if I went to a different provider they would switch my number for me and it would automatically cancel my contract with eir. Does anyone know if this is true? The last thing I want is to be paying for two different networks.

That's how we did it when we switched providers. 

I would just make sure to call to cancel to cover yourself, take account of who you spoke to, which centre and date/time. Then go with another provider. 

furrybones

Guys I have to give a shout out to customer care rep Karen in Dublin. She called me back within minutes of having to hang up on me due to a fire alarm. I was 40 minutes on the phone with her and she sorted EVERYTHING.... my phone bundle, discounts, excess charges (that should never have been there!) and even an overcharge on my current bill. 

Assuming all that she said will happen actually does happen, the girl is a ray of sunshine in the misery that is Eir customer service lately. If she was in the room I would have hugged her. 

Had I got a "Karen" on the phone in January when all this started, I might not have cancelled my broadband contract. 

eir: Linzi

furrybones wrote: »

Guys I have to give a shout out to customer care rep Karen in Dublin. She called me back within minutes of having to hang up on me due to a fire alarm. I was 40 minutes on the phone with her and she sorted EVERYTHING.... my phone bundle, discounts, excess charges (that should never have been there!) and even an overcharge on my current bill. 

Assuming all that she said will happen actually does happen, the girl is a ray of sunshine in the misery that is Eir customer service lately. If she was in the room I would have hugged her. 

Had I got a "Karen" on the phone in January when all this started, I might not have cancelled my broadband contract. 

Hi furrybones

The office you got through to was in Sligo.  Thanks for the positive feedback I will be sure to pass this along to Karen.

Regards

Linzi

furrybones

eir: Linzi wrote: »

furrybones wrote: »

Guys I have to give a shout out to customer care rep Karen in Dublin. She called me back within minutes of having to hang up on me due to a fire alarm. I was 40 minutes on the phone with her and she sorted EVERYTHING.... my phone bundle, discounts, excess charges (that should never have been there!) and even an overcharge on my current bill. 

Assuming all that she said will happen actually does happen, the girl is a ray of sunshine in the misery that is Eir customer service lately. If she was in the room I would have hugged her. 

Had I got a "Karen" on the phone in January when all this started, I might not have cancelled my broadband contract. 

Hi furrybones

The office you got through to was in Sligo.  Thanks for the positive feedback I will be sure to pass this along to Karen.

Regards

Linzi

It was indeed Sligo. My error. 

eir: Grainne

StephenOT wrote: »

Got through to the customer service team on my second time trying, both wait times over one hour. I was looking to cancel my contract with them ( 30 day rolling contract for my phone) and I was told that if I cancelled it then and there I would not be able to switch my number to another network also that if I went to a different provider they would switch my number for me and it would automatically cancel my contract with eir. Does anyone know if this is true? The last thing I want is to be paying for two different networks.

Hi StephenOT, 

Yes, this information is correct. If your account is cancelled you would lose that number. If you wish to move to a new network they can send a request to eir to release your number to there network and this will close your eir account. 

Thanks, 
Grainne

eir: Linzi

furrybones wrote: »

eir: Linzi wrote: »

furrybones wrote: »

Guys I have to give a shout out to customer care rep Karen in Dublin. She called me back within minutes of having to hang up on me due to a fire alarm. I was 40 minutes on the phone with her and she sorted EVERYTHING.... my phone bundle, discounts, excess charges (that should never have been there!) and even an overcharge on my current bill. 

Assuming all that she said will happen actually does happen, the girl is a ray of sunshine in the misery that is Eir customer service lately. If she was in the room I would have hugged her. 

Had I got a "Karen" on the phone in January when all this started, I might not have cancelled my broadband contract. 

Hi furrybones

The office you got through to was in Sligo.  Thanks for the positive feedback I will be sure to pass this along to Karen.

Regards

Linzi

It was indeed Sligo. My error. 

Hi furrybones

If you can pm me your account number, I can see who it was that dealt with so efficiently and get the positive feedback to them directly.

Many thanks

Linzi