Your best and worst customer service experiences [rant & praise]

dudara · 16-03-2015 5:46pm

Post moved from zombie thread to Best/Worst Customer Service thread

dudara

DublinWriter · 17-03-2015 9:07pm

Worst ever? Tesco Off-Licence, Phibsborough.

I swear to Christ, this must be the 'naughty-step' for North Dublin Tesco employees, it's a disgrace to the chain. It always smells of stale-beer and the staff are pig-ignorant.

It's been this way for years. A couple of years ago, they'd always play death-speed-metal on the PA. It's been its own little dysfunctional kingdom for years.

The_Conductor · 17-03-2015 9:28pm

Sounds a bit like Bank of Ireland in Clondalkin- before they closed that branch. Apparently the staff had to be fully retrained after serving in the branch- before they were fit to be moved other branches........ On one occasion I bought a couple of hundred pounds worth of Deutsch Marks from the branch. They put them in an envelope in my presence. I enclosed the sealed envelope in a registered package to Hamburg (it was to a company who built customised gaming computers). Within 2 weeks I had a solicitor's letter on my doorstep- without any other correspondence of any nature- threatening court action- because they had apparently given me the wrong sum in Deutschmarks.

I advised I had to request the company I had sent the money to, refund it. The Germans laughed a bit- and advised they would have to wait until the end of the month- when they netted their receipts, before they could refund the overpayment.

I passed this in writing, to the local branch. No comment received. 1 week later- a letter advising me of a court date with the District Court.

2 weeks hence- a bank draft was received from the Germans (presumably for the correct amount) drawn on a German bank.

I presented this to Bank of Ireland- and they gruffily accepted it. They then put a charge on my student account for accepting the bank draft- and for the difference in the exchange rate between the start and end of their screw up.

I attended the court date- representing myself. I explained what had happened. Bank of Ireland were not represented. The case was dismissed.

I laughed out loud, heartily and for long- when I heard the branch had been closed.

Fred Swanson · 17-03-2015 9:31pm

This post has been deleted.

duffman13 · 17-03-2015 9:38pm

The bank is still open they just moved up to Newlands cross. They were an absolute disgrace, I had a loan while in college and I had numerous charges for missed direct debits due to there incompetence. At one point my insurance was cancelled because my company kept getting direct debits rejected.

Complained numerous times to no avail, closed my account and after about a year received a cheque for 750 euro that they had incorrectly charged me for missed direct debit fees (12.70 X 57). The cost of taking out a new car insurance policy was almost 500 euro extra because of their mistake. No chance of them giving compensation for that. Worst experience of my life with any company especially being a student at the time.

Palmach · 25-03-2015 10:55pm

Pat McCarthy shoes in Ennis. My wife tried to return shoes but they said they were marked. She had only worn them around the house. The mark was on the sole but she hadn't looked at the sole when she bought them. The manager tried to get her to the back of the shop and refused to approach the counter where she was standing and made no effort to give satisfaction. She has bought there regularly as well but won't do so again.

the groutch · 26-03-2015 10:37am

they were under no obligation to take them back unless faulty, especially as the were used, don't see the issue.

The_Conductor · 26-03-2015 1:09pm

Fred Swanson wrote: »

This post has been deleted.

They actually had- I think the Germans had changed their bank notes recently- and some of the larger denomination new notes had a similar colour to some of the smaller denomination older notes. However- the teller counted them into an envelope in front of me- and sealed the envelope before handing it over. I put the sealed envelope in a registered envelope with my order (for a gaming PC). I think it cost the Deutschmark equivalent of around £1500 Irish (at the time)- I have no idea what they gave me- it was in the letter- and the bank draft back from the Germans was for the correct amount.

They were exceptionally incompetent, belligerent and plain rude in the branch. I used the branch on occasion (I went to school in the Gaelscoil in Clondalkin). Thank Christ I don't have to deal with them anymore.

Graciefacey · 31-03-2015 9:32pm

Good

I had the most horrendous experience with Liberty insurance at the weekend. Their breakdown assistance has been outsourced (possibly new Zealand based on accents) , I broke down outside Enfield on the motorway. I spent ten minutes trying to explain to the girl my name and where I was. She didn't have a notion, I was waiting for 40 minutes and got a call from a mechanic in Galway who seemed quite confused as to why he was called to save me! Called back, asked them to perhaps send someone a bit closer, an hour later he arrived. Very pleasant chap who was equally frustrated with the outsourcing & explained all recovery drivers are signing a petition to get the call centres back to Ireland. When I asked liberty about a courtesy car as is promised to help me complete my journey, the guy didn't have a clue & said he had to check with his supervisor and would call me back. 2 days later I am still waiting for that call! After being a customer for 5 years with all family members also insured by them, we are all switching provider. Horrendous experience

Virtanen · 02-04-2015 3:15pm

Sony Ireland, absolutely terrible standards of communication

Trying to find out what the delay is with my phone repair, every time I get in touch with them I'm told I'll get a response in a few days. I don't get one. I get in contact with them again, get the same response, we'll get back to you. I complain about how long it's taken, same response again. No attempt to engage, and replies from different people every time, all promising the same thing over and over again, and yet I don't get a proper reply any time

Shockingly bad for such a big brand name

dohouch · 02-04-2015 5:17pm

Virtanen wrote: »

Sony Ireland, absolutely terrible standards of communication

Sent my phone in Yesterday , address in Greenogue Business Park, Rathcoole, Freepost. We''ll see how it goes.

dohouch · 08-04-2015 7:22pm

Virtanen wrote: »

Sony Ireland, absolutely terrible standards of communication

Trying to find out what the delay is with my phone repair, every time I get in touch with them I'm told I'll get a response in a few days. I don't get one. I get in contact with them again, get the same response, we'll get back to you. I complain about how long it's taken, same response again. No attempt to engage, and replies from different people every time, all promising the same thing over and over again, and yet I don't get a proper reply any time

Shockingly bad for such a big brand name

dohouch wrote: »

Sent my phone in Yesterday , address in Greenogue Business Park, Rathcoole, Freepost. We''ll see how it goes.

So phone is back and working but with a different IMEI Nr. and a damaged screen, that it did not have when it went in. Why do the change the IMEI Nr.? The battery is the one it went in with as I had some marks on it.

I'm happy enough, but don't know what to do about the scuff marks on the screen, they appear to be on the reverse side of the glass.

athtrasna · 08-04-2015 7:28pm

dohouch wrote: »

So phone is back and working but with a different IMEI Nr. and a damaged screen, that it did not have when it went in. Why do the change the IMEI Nr.? The battery is the one it went in with as I had some marks on it.

I'm happy enough, but don't know what to do about the scuff marks on the screen, they appear to be on the reverse side of the glass.

Sounds like it's a different phone?

endofrainbow · 08-04-2015 7:33pm

not sure if it's Customer Service but it's certainly heavy handedness . Walking past a well known music pub in Temple Bar recently when a kerfuffle broke out on the street. One of the doormen knocked me to the ground to get at the melee and some passers-by helped me to my feet.

I was shaken and asked for the doorman's name who told me he was not obliged to give it as the *incident* didn't happen on their premises. He wore a name tag but has it secured so the id part is taped inwards to his chest.

I called the pub and they told me since I didn't have the doorman's name, there was nothing they could do. I have passed there a few times and still cant get his name as the tag is always facing inwards.

dohouch · 08-04-2015 8:38pm

athtrasna wrote: »

Sounds like it's a different phone?

No sure , I put some marks on the phone too, ( on the white sticker under the battery ), but this white sticker is new, as white as the driven snow. Psst, the reason I'm too unhappy is that I actually "bricked" the phone while making some deep needed improvements to the kernel. The phone would no longer switch on.

MOH · 09-04-2015 10:22am

Good

endofrainbow wrote: »

n

I was shaken and asked for the doorman's name who told me he was not obliged to give it as the *incident* didn't happen on their premises. He wore a name tag but has it secured so the id part is taped inwards to his chest.

I called the pub and they told me since I didn't have the doorman's name, there was nothing they could do. I have passed there a few times and still cant get his name as the tag is always facing inwards.

You could possibly take it up with the PSA. According to their guidelines, the front of the license with the photo and license number are supposed to be displayed unobstructed, facing outward. If he's constantly got it turned inwards there might be a reason.

Virtanen · 09-04-2015 1:05pm

dohouch wrote: »

No sure , I put some marks on the phone too, ( on the white sticker under the battery ), but this white sticker is new, as white as the driven snow. Psst, the reason I'm too unhappy is that I actually "bricked" the phone while making some deep needed improvements to the kernel. The phone would no longer switch on.

At least you got a phone back. I'm still waiting to hear anything about mine

I've had 5 different people on 5 separate occasions promise me that the case would be "escalated" to discover what the delay is, with a promise that I would hear from someone in a few days. Absolutely nothing. And I can't even track the repair on the SBE website (the company actually doing the repair) because I was never supplied with a repair number to track it with. And how do I get said tracking number? I have to get it from the very people who refuse to get in contact with me in the first place

It's becoming a joke at this stage

5rtytry56 · 09-04-2015 1:12pm

Supermacs Eyre Square beside Dunnes Stores.
They replaced my original burger when I was waiting too long for the rest of the order with a fresh one. Place was quite cheerful.

flint06 · 10-04-2015 8:04am

I have just been on to 3 mobile customer service and have to say I am very disappointed In the way they have dealt with my issue I paid my bill on line and found out that they debited my account not once but three times .i have been a customer for at least six years paying the high tariff .I explained that I wanted the funds returned to my acc as I had other direct debits that needed to be met and that I would incur fines as a result from my bank. I found myself talking to someone in India who could hardly understand me telling me that it was probably my fault that I had pressed a button 3 times and that it would take 21 days to issue a check. I explained that that was no Good to me and how dare they hold on to my money for 21 days .anyway I got no joy feel totally frustrated ! My contract is up for renewal shortly and I will be taking my business somewhere else 3 mobile are very quick to take your money when it comes to Bill time but very slow in giving it back so just beware if your thinking of joining because there customer service is a joke!!!

ben.schlomo · 10-04-2015 10:34am

flint06 wrote: »

I have just been on to 3 mobile customer service and have to say I am very disappointed In the way they have dealt with my issue I paid my bill on line and found out that they debited my account not once but three times .i have been a customer for at least six years paying the high tariff .I explained that I wanted the funds returned to my acc as I had other direct debits that needed to be met and that I would incur fines as a result from my bank. I found myself talking to someone in India who could hardly understand me telling me that it was probably my fault that I had pressed a button 3 times and that it would take 21 days to issue a check. I explained that that was no Good to me and how dare they hold on to my money for 21 days .anyway I got no joy feel totally frustrated ! My contract is up for renewal shortly and I will be taking my business somewhere else 3 mobile are very quick to take your money when it comes to Bill time but very slow in giving it back so just beware if your thinking of joining because there customer service is a joke!!!

You could always............ http://www.boards.ie/ttforum/1367

MOH · 10-04-2015 11:02am

Good

flint06 wrote: »

I have just been on to 3 mobile customer service and have to say I am very disappointed In the way they have dealt with my issue I paid my bill on line and found out that they debited my account not once but three times .i have been a customer for at least six years paying the high tariff .I explained that I wanted the funds returned to my acc as I had other direct debits that needed to be met and that I would incur fines as a result from my bank. I found myself talking to someone in India who could hardly understand me telling me that it was probably my fault that I had pressed a button 3 times and that it would take 21 days to issue a check. I explained that that was no Good to me and how dare they hold on to my money for 21 days .anyway I got no joy feel totally frustrated ! My contract is up for renewal shortly and I will be taking my business somewhere else 3 mobile are very quick to take your money when it comes to Bill time but very slow in giving it back so just beware if your thinking of joining because there customer service is a joke!!!

If you take it up with your bank and explain the situation you'll might get it resolved quicker.

ourheritage · 12-04-2015 3:28pm

Yesterday I had a quint essential example of excellent customer service at Marks and Spencers Grafton Street Dublin. Prior to St Patrick's day (almost a month ago) I was shopping in Marks and Spencers Grafton Street. I walked out of the shop with everything except my gloves. I went back, and looked, and asked but nothing. The manager in their foodhall department took my mobile number and within a couple of days I got a call to say they had my gloves, and they would be at customer service. As I am hardly ever in Dublin city centre, I did not get a chance to go and get them until yesterday. When I walked in, I thought as I hadn't collected them for almost a month, they would have been given to charity. However a small lady with blonde hair and glasses called for the next person in the queue which was me. I explained that I'd left them in the store almost a month ago, and she went to a drawer, and said she had found them, and took them out of a bag. Now that is what I call a
quint essential example of excellent customer service.

The_Conductor · 12-04-2015 4:26pm

Normally you only hear bad stories about An Post.
Well- I sent a parcel to my sister in South Africa for Christmas.
I was very surprised when it arrived back here again as unclaimed.
I know just how erratic the post is down there (to put it diplomatically) so I was surprised to see it at all, when I knew it hadn't been delivered.
I wasn't aware when I sent it that the postal workers there were on strike- I wouldn't have done so, had I known.

Anyhow- An Post apologised, they couldn't have been nicer, and they refunded the entire shipping and charges incurred. Seeing as the issue was in South Africa- and not here- their response was remarkable, and a really nice gesture. They expressed out a cheque for 72.50- the total.

I've now packaged up the parcel again (having removed the damaged Christmas cake and something else I had forgotten about that had perished), and will be resending presently.

Thankyou An Post- and especially the agent I was dealing with (I guess I probably shouldn't name him here).

sadchild · 16-04-2015 3:44pm

hey all,

I am not sure how many of you have to deal with the UPC, or how often you call their technician to fix something for you. But please careful on when you deal with them, as calling them may cost you approx. 200 euro, broken alarm and unresolved broadband issue.
Here is what happened to me and my wife two days ago. On the 13th of April a UPC technician came to our new apartment(we just moved in) to patch the wall socket (there was a broadband connection in our living room, but no internet in bedroom).
Gentleman called <SNIP> started looking for a solution, he left our apartment for 15mins, returned and started opening fuse boxes, sealed sockets, etc. At some point he decided to look into a box marked as Aritech Alarms...
I am not sure what he was looking for there, but he resulted in activating an alarm that could not be turned off for some reason (even when the message on the panel said: alarm disarmed).
The alarm was howling for around 15 mins where the T&C of the apartment says that if alarm is on for more than 10min you may pay the fine.
When we asked UPC tech why he touched the box that was not labeled as UPC property, he just mumbled something and ignored us.

Unfortunately the only way to turn the alarm off was to cut the wires from the alarm speakers. I did that as we could not stand the sound, plus my pregnant wife became super stressed with the fact that we may be forced to pay the fine, or in worst scenario lose an apartment.
After this, the technician said "sorry for that, also, i cant fix your internet as someone destroyed the cable in the wall, so the signal is very weak", then he left the apartment.

We called their support straight away, telling what happened. Their rep told us that the manager will call us in next 10 mins, after two extra days he finally rang us and said that what happened is our fault as we should not cut the cables.
When asked the manager who authorized their tech guy to open the alarm box, or why he event touch the box he said that sometimes internet cables are placed in alarm boxes...(yeah, no comment on this one)

so here we are. UPC told us that it is our fault and they won't cover any costs, we have to fix the alarm ourselves(around €200), we still do not have broadband connection in our bedroom and wireless signal is so weak that we can barely browse the internet.

Thats what we got for being their customer for +5 years with the premium plan.

Please treat this story as a friendly warning when you deal with UPC, be sure that you will follow their technician on every step and look and their hands as they may break something for you.

Please share this story if you want.

slimjimmc · 16-04-2015 4:13pm

Merged into best / worst customer service

Virgin Media: Brian · 17-04-2015 1:13pm

sadchild wrote: »

hey all,

I am not sure how many of you have to deal with the UPC, or how often you call their technician to fix something for you. But please careful on when you deal with them, as calling them may cost you approx. 200 euro, broken alarm and unresolved broadband issue.
Here is what happened to me and my wife two days ago. On the 13th of April a UPC technician came to our new apartment(we just moved in) to patch the wall socket (there was a broadband connection in our living room, but no internet in bedroom).
Gentleman called <SNIP> started looking for a solution, he left our apartment for 15mins, returned and started opening fuse boxes, sealed sockets, etc. At some point he decided to look into a box marked as Aritech Alarms...
I am not sure what he was looking for there, but he resulted in activating an alarm that could not be turned off for some reason (even when the message on the panel said: alarm disarmed).
The alarm was howling for around 15 mins where the T&C of the apartment says that if alarm is on for more than 10min you may pay the fine.
When we asked UPC tech why he touched the box that was not labeled as UPC property, he just mumbled something and ignored us.

Unfortunately the only way to turn the alarm off was to cut the wires from the alarm speakers. I did that as we could not stand the sound, plus my pregnant wife became super stressed with the fact that we may be forced to pay the fine, or in worst scenario lose an apartment.
After this, the technician said "sorry for that, also, i cant fix your internet as someone destroyed the cable in the wall, so the signal is very weak", then he left the apartment.

We called their support straight away, telling what happened. Their rep told us that the manager will call us in next 10 mins, after two extra days he finally rang us and said that what happened is our fault as we should not cut the cables.
When asked the manager who authorized their tech guy to open the alarm box, or why he event touch the box he said that sometimes internet cables are placed in alarm boxes...(yeah, no comment on this one)

so here we are. UPC told us that it is our fault and they won't cover any costs, we have to fix the alarm ourselves(around €200), we still do not have broadband connection in our bedroom and wireless signal is so weak that we can barely browse the internet.

Thats what we got for being their customer for +5 years with the premium plan.

Please treat this story as a friendly warning when you deal with UPC, be sure that you will follow their technician on every step and look and their hands as they may break something for you.

Please share this story if you want.

Hi Sadchild,

Really sorry to hear of this, we'd like to look into this further with you. Just drop us a PM to UPC: Reps along with your account details and we'll investigate.

Thanks.

rainbow kirby · 17-04-2015 2:41pm

Royal Mail - lied about delivery of an item this morning (received email/text to state that it was delivered to my office first thing this morning, security and mailroom here have no record at all of it and the time suggests that it should have been with their first delivery of the morning) and then were completely unhelpful when I rang them up about it, customer service agent sounded like she was trying to pick a fight with me.

Wiggle were incredibly helpful though when I contacted them regarding the issue.

Virtanen · 17-04-2015 3:06pm

Virtanen wrote: »

At least you got a phone back. I'm still waiting to hear anything about mine

I've had 5 different people on 5 separate occasions promise me that the case would be "escalated" to discover what the delay is, with a promise that I would hear from someone in a few days. Absolutely nothing. And I can't even track the repair on the SBE website (the company actually doing the repair) because I was never supplied with a repair number to track it with. And how do I get said tracking number? I have to get it from the very people who refuse to get in contact with me in the first place

It's becoming a joke at this stage

Just an update on this. It's been over a month now. I still have absolutely nothing to show for it. What a <SNIP> joke. It seems that they have actually managed to lose my phone. They never said it in those words, but a) they said they don't know where it is, and b) if they had handed it over to the courier company they'd know where it is. So yeah, they lost it.

So now they've offered to upgrade it to a better model (which, by the way, I was promised was worth £220 on the Sony website; turns out they don't even make or sell that model any more, but it is still better than the one I had, so whatever), which I was promised would definitely, 100% arrive by today at the latest. Surprise surprise, no <SNIP> sign of anything. Ring them up again, and guess what? The <SNIP> "escalations team" will get back to me in 5 working days. I'm sure they will. I mean it's not like I've been promised that before with no contact whatsoever or anything :rolleyes:

I've dealt with some pretty shocking customer service before, but this is definitely up there with the worst. God help anyone who ever has a problem with Sony products.

meolwan · 21-04-2015 10:43pm

Played a round at this course today with son on a Just Golf deal. I accept that the deal did not cost the earth but the way I look at it we always try to spend some money on meals or buggy something to give the course some extra business that they would not get as we are getting what we class as a good deal. However the reason for they title of the thread is that the buggy we had paid 25 euro to rent died on the 17th hole. So I walked to the clubhouse to tell staff and the conversation when like this " We always check the buggy's before we let them out " my reply well it has died on the 17th fairway, staff member " ok well leave it there" my response can I have another to collect our clubs, staff member "ok then what are you going to do " me put my clubs in the car. When I came back with the key of second buggy I did expect some kind of apology but all I received was "Sorry about that but you were on a Just Golf Voucher" which I replied I did pay for it as well as the 25 euros I gave for buggy. Staff member " it could have been worst you did get to the 17th hole".
After a few more words she did say well if you come back I will give you discount on a buggy.
I can tell you now I will never play there again Customer Service at this golf course is something they never heard of.

MojoRisinnnn · 21-04-2015 10:49pm

meolwan wrote: »

Played a round at this course today with son on a Just Golf deal. I accept that the deal did not cost the earth but the way I look at it we always try to spend some money on meals or buggy something to give the course some extra business that they would not get as we are getting what we class as a good deal. However the reason for they title of the thread is that the buggy we had paid 25 euro to rent died on the 17th hole. So I walked to the clubhouse to tell staff and the conversation when like this " We always check the buggy's before we let them out " my reply well it has died on the 17th fairway, staff member " ok well leave it there" my response can I have another to collect our clubs, staff member "ok then what are you going to do " me put my clubs in the car. When I came back with the key of second buggy I did expect some kind of apology but all I received was "Sorry about that but you were on a Just Golf Voucher" which I replied I did pay for it as well as the 25 euros I gave for buggy. Staff member " it could have been worst you did get to the 17th hole".
After a few more words she did say well if you come back I will give you discount on a buggy.
I can tell you now I will never play there again Customer Service at this golf course is something they never heard of.

I'm fairness getting to the 17th hole isn't the worst thing in the world but still she shouldn't have said that, she could have just thought it, apologised and not mentioned the voucher, even if she was thinking all these things just get on with it. Never understand why employees feel the need to backchat In a situation where the customer isn't even being that awkward and I've done 7 years in customer service

jimmii · 21-04-2015 10:53pm

To be honest that really doesn't sound so bad was it their tone that was the problem? It looks like they explained that they check the buggy's to reassure you that they don't just throw them out there and hope for the best and when you asked for another they gave you one! The voucher comment was definitely unnecessary I don't see why they felt the need to mention that.

slimjimmc · 22-04-2015 12:45am

Merged into Best/Worst customer service experiences

Woshy · 22-04-2015 10:45am

We had a very bad experience at Tony Kealy's in Walkinstown recently. We've spent a lot of money there over the last two years on travel systems, car seats etc so I'm extra annoyed.

We're due baby number two in May and I popped in there to order an additional seat to turn our buggy into a double. The first time we visited the guy who showed us the seat didn't seem to know much about it at all, including telling us that a newborn insert for the seat didn't exist. When I went home I had to do my own research and the newborn insert that apparently didn't exist is actually sold on their website! He said there were plenty of the seats in stock so we could come in nearer my due date to get it.

I went in two weeks ago to order the seat and was told none were in stock but I could order it in and it would take two weeks. That was fine with me so I ordered it and they asked me to pay a deposit on it, which I reluctantly did. The next day my husband got a call telling him that they actually weren't going to do an order to the company until the end of June (more than 2 months away) and even then they couldn't guarantee that it wouldn't be later in the year than that. He told my husband they were the only stockists in Ireland for the seat but we could look online and try get it from overseas if we wanted. My husband said we would be really stuck without it but the guy he spoke to didn't seem to care at all. It turns out them being the only stockist in Ireland was a lie.

I found the seat in stock in plenty of other baby supplier shops in Ireland, ordered it that evening and had it, delivered directly to me, within a day and a half. I called Tony Kealy's to cancel the order and ask for my deposit back and they told me (a heavily pregnant woman) I would have to go into their shop in Walkinstown (from Bray) to get my €15 back. I said that was absolutely unacceptable and after being on hold for a minute the manager came on and did the refund over the phone, and to their credit the money was returned to me quite quickly.

I will never buy any products from Tony Kealy's again. The service I received from the other store was miles and miles better in every way, from the customer service to the product knowledge. I now also ordered the newborn insert from the other store as I won't be spending a penny in Tony Kealy's again.

veryangryman · 23-04-2015 4:02pm

Graciefacey wrote: »

When I asked liberty about a courtesy car as is promised to help me complete my journey,

The promise is to help you complete your journey. How they do that is up to them. Do not confuse this with what you accident cover gives you. Breakdown and accident cover 2 completely different things.

The person being foreign doesn't change this. Every breakdown policy has this same rule.

Virtanen · 24-04-2015 7:45pm

Well this is just turning in to a "Virtanen's weekly rant at how shockingly bad Sony's customer service is" thread

The latest debacle. On Wednesday I finally receive a delivery. Hurrah, the problem's finally over! I wish. They (I should say SBE Ireland are the ones responsible for the exchanges, but they obviously have a contract with Sony, so they can both go down for this) send me a carbon copy of the phone I sent them. After being promised an upgrade. Get in contact with them again. They'll authorise an exchange that will be processed immediately, once I send the phone off again (it's a good thing I don't have to pay for this constant need to return phones to them.

Today, another delivery. Hurrah, the problem's finally over! I wish. They sent me a phone that is locked. And not just locked to a single network, no, this phone has never been activated, meaning it is locked out of every network. Cheers lads. Another call later, and another promise of a call back later, I'm sitting here with the phone I was promised, but unable to use it as more than a paperweight

March 12th I sent them my phone for its initial repair/replacement. They received it the next day. 6 weeks later, I still have little to show for it. I already have a letter of complaint prepared to send to Sony, that is a constant state of "work-in-progress" since I constantly have things to add to it. At this point, trading standards will be hearing from me too

slimjimmc · 24-04-2015 8:23pm

Virtanen wrote: »

At this point, trading standards will be hearing from me too

Trading Standards is a UK body.
The relevant authority for consumer protection in Ireland is the Competition and Consumer Protection Commission. You can make a complaint against a business but they do not get involved in getting you redress, that's what the Small Claims Court is for.
http://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_complaints/consumer_complaints.html

Graciefacey · 28-04-2015 8:43am

Good

veryangryman wrote: »

The promise is to help you complete your journey. How they do that is up to them. Do not confuse this with what you accident cover gives you. Breakdown and accident cover 2 completely different things.

The person being foreign doesn't change this. Every breakdown policy has this same rule.

Wow you are really jumping to conclusions! I was promised a replacement car. Never got a call back. They then sent breakdown assist from Galway, two hours away! Being 'foreign' as you put it was not the issue but it is very hard from someone in nz to know even roughly where you are, and I was on a motorway!

veryangryman · 28-04-2015 8:46am

Graciefacey wrote: »

Wow you are really jumping to conclusions! I was promised a replacement car. Never got a call back.

At what point was this promise made? When they sold you the insurance or during the breakdown call itself.

veryangryman · 28-04-2015 8:50am

It really sticks in my craw how the general public (not just you) don't get how breakdown rescue works. Its very simple. They get you to your destination - how they do that does not necessarily require a hire car. In fact, as a former employee at the rescue companies, they do the cheapest solution to keep premiums down - ergo rarely is that a hire car. Here is the policy just to prove i'm not making things up. Its your money, worth reading about what your paying for.

Aviva Breakdown Policy (From http://www.aviva.ie/direct/HibernianRescue/PDFs/rescue_policy_bklet.pdf )

If we are unable to repair your vehicle within a reasonable time or if our
patrolman/contractor considers the repairs unwise, we will transport your vehicle
to the nearest competent repairer or your own garage, whichever is closer.
• Transport for you and up to eight passengers to the above destination. (If there
are more than five people this may require two separate vehicles. An adult from
the covered vehicle must accompany any children.)

And just to show that there is nothing special about any insurers breakdown, heres Axa's also

Axa Breakdown Policy ( http://www.axa.ie/car-insurance/breakdown-cover/ )

We will also pay agreed costs*-
To get you and your passengers to your original destination (this may involve car hire)

Fred Swanson · 28-04-2015 8:53am

This post has been deleted.

Ken. · 02-05-2015 3:15pm

Good

Lidl in Newbridge,particularly Marcel. I went in looking for an item. They didn't have it when I asked. When I said no problem I'll try Kildare or Naas he rang both for me. They didn't have it either so he saved me the trip.

dublindiehard · 05-05-2015 9:34am

Why is this public service stuck in the last century?

The services and hours they open compared to other countries is a disgrace, and the recent stuff I read about them in RTE news shows the staff working there have no desire to actually provide a proper service.

Now they are ripping out the self service machines from across the country, the only way some of us could actually post anything properly, no doubt to force people to go back to the post offices?

How about instead of offering candidates for election they actually offer a better range of service and opening hours then they won't need to actually try and force people to use them.

ytpe2r5bxkn0c1 · 05-05-2015 11:11am

Good

As a rural pensioner, I find their service, facilities, and opening hours absolutely terrific. Certainly when it comes to deliveries they are miles ahead of private sector couriers. They deliver on time and with no messing about trying to find our address.

Yggr of Asgard · 05-05-2015 11:17am

Poor

My local post office used to be a dump and it was impossible to go there on certain days of the week due to the place being full of people drawing their social welfare which had no separate queue and hence it was impossible to get a service as all was done out of a post office that was smaller than my ground floor. Plus the post master was a real unfriendly person that did not want to deal with anything that required a little bit more service.

They than changed to a new bigger space, introduced a queuing system and got a new post master which has it under control. On payout days they have a separate queue for payouts having the other counters open for post services.

Plus the counters don't have glass walls anymore between me and the staff, they are friendly and helpful and dealing with them is great.

Unfortunately recently they changed their opening hours, they used to be open on Saturday afternoon and all day Sunday but that has now stopped.

I like my post office and the people are actually helping when it's something more complicated.

dublindiehard · 05-05-2015 11:31am

Alejandra Defeated Spine wrote: »

As a rural pensioner, I find their service, facilities, and opening hours absolutely terrific. Certainly when it comes to deliveries they are miles ahead of private sector couriers. They deliver on time and with no messing about trying to find our address.

Try going to the post office to post something if you work. It's Impossible.

In a capital city it is crazy that you have post offices open hours such as 9.30 - 5.00pm and closing for 1hr 15 mins for lunch and not open at all on weekends. I know AN Post are not alone with this and the banks are just as bad, but still.

I'm not saying AN Post itself is terrible, but the provision of services for Post Offices is terrible for anyone who works. The removing of the self service machines is a very retrograde step, especially if it's because of this current 'Save Our Post Office" campaign which really is a smokescreen for running the company on behalf of the staff rather than the customers.

If they opened at times where working people could access them, and not close for lunch, then there would not be a need for self service machines anyway, but for many working people this was the only way they could access postal services without taking a day off, now they have no choice at all.

slimjimmc · 05-05-2015 12:37pm

As there is no specific consumer issue here just a general complaint about opening hours, staff, and politicised campaigns I'm moving this to the best/worst customer experiences thread.
This is Consumer Issues so please leave political angles out of it.

Michael D Not Higgins · 05-05-2015 1:01pm

dublindiehard wrote: »

In a capital city it is crazy that you have post offices open hours such as 9.30 - 5.00pm and closing for 1hr 15 mins for lunch and not open at all on weekends. I know AN Post are not alone with this and the banks are just as bad, but still.

I agree with this. I live in Edinburgh and there are 3 post offices within a mile of where I live (close enough to the city centre) that are all open on a Saturday morning.

Some branches of banks are open on Saturdays as well.

ytpe2r5bxkn0c1 · 05-05-2015 1:27pm

Good

Michael D Not Higgins wrote: »

I agree with this. I live in Edinburgh and there are 3 post offices within a mile of where I live (close enough to the city centre) that are all open on a Saturday morning.

Some branches of banks are open on Saturdays as well.

And 3 post offices within 5 miles of me are open on Saturday. When I worked I could always use a post office at lunch time or on Saturday. I feel the OP has a problem with his local PO.

dublindiehard · 05-05-2015 1:56pm

Alejandra Defeated Spine wrote: »

I feel the OP has a problem with his local PO.

My problem is the withdrawl of self service machines which is a retrograde step.

They provided a chance for working people to actually post things outside times the post offices were open.

An Post is now removing these machines and at the same time not providing peoplle with a viable alternative.

I hope they have not been withdrawn due to pressure from certain groups. But considering the timing of their removal seems to be at the same time the postmasters are making a fuss, it does seem a bit of a conincidence.

Almost all the Post Offices that are not in the city centre and are near places of work are closed 1.00pm to 2.15pm.

Fey! · 05-05-2015 2:20pm

The post offices in Galway are open through lunch with final post going at 5:30, and are open all say Saturday. Staff in the Eglington Street one are always friendly and helpful.

The downside in Galway is the location of their depot on the Tuam Road if you miss a delivery; no public transport anywhere near it, and insane traffic to and from it at all times during the day.

Your best and worst customer service experiences [rant & praise]

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