eMobile - get everything in writing confirmation first!

Pepsie · 28-12-2010 6:57pm #1

Before dealing with eMobile, get everything in writing confirmation first!

Of important note: Good advice in any instance, but specifically important when dealing with eMobile;

Get everything in writing in advance in all detail when dealing with eMobile, by e-mail or snail-mail (letter post) confirmation. Do not take the Sales Staff “WORD” on details, get it in black & white confirmation first!
Take your time when looking into eMobile offers, do not allow sales staff to rush you, take your time & again get what eMobile tell you in writing first by e-mail or by snail mail.

I wish you all well & safe mobile phone service shopping.

PS. Apology to Mods if this is posted in the wrong section.

timeforachange · 28-12-2010 9:06pm

Pepsie wrote: »

Before dealing with eMobile, get everything in writing confirmation first!

Of important note: Good advice in any instance, but specifically important when dealing with eMobile;

Get everything in writing in advance in all detail when dealing with eMobile, by e-mail or snail-mail (letter post) confirmation. Do not take the Sales Staff “WORD” on details, get it in black & white confirmation first!
Take your time when looking into eMobile offers, do not allow sales staff to rush you, take your time & again get what eMobile tell you in writing first by e-mail or by snail mail.

I wish you all well & safe mobile phone service shopping.

PS. Apology to Mods if this is posted in the wrong section.

good advice, can you tell us what your problem was with them? my mum is with them and shes supposed to get free credit every month of them (or so they said this when she registered) but now they are going back on this saying that there is no such deal.

wmpdd3 · 29-12-2010 6:45am

http://helpandquestions.emobile.ie/SRVS/CGI-BIN/WEBCGI.EXE/&/?St=123&E=0000000000272567894&K=9561&SXI=1&E=0000000000272567894&St=123&K=9561&SXI=1&case=940&branch=4

Are you an existing eircom customer?

* Simply login and register on My eMobileand we will apply €10 free credit within one week of registering
* Keep your existing number when you move and we will apply another €10 free credit
* Schedule your top up so that we automatically top up your account weekly (minimum top up value of €40 per month) and you will receive €15 each month for 12 months.

That's €200 free credit!

Non eircom customers receive up to €160 free credit:

* Simply login and register on My eMobile and we will apply €5 free credit within one week of registering
* Keep your existing number when you move and we will apply another €5 free credit
* Schedule your top up so that we automatically top up your account weekly (minimum top up value of €40 per month) and you will receive €10 each month for 15 months.

That's €160 free credit!

Looks like harldy any free credit unless you give them your bank details and let them top up for you...... like a bill!

Pepsie · 29-12-2010 12:11pm

timeforachange wrote: »

good advice, can you tell us what your problem was with them? my mum is with them and shes supposed to get free credit every month of them (or so they said this when she registered) but now they are going back on this saying that there is no such deal.

Hi timeforachange,
To answer you in full would require far more detail than permitted within the scope of this form, but to abbreviate here to you in answer;
I found out that I was lied to by certain eMobile telephone staff on just about some of all of the details of the eMobile offering & acceptance.

eMobile telephone staff lied about, & not only;
* Lied about Hand-set advice, choice & usage,
* Lied about scope of service offer,
* Lied about shop front / retail, person to person customer help,
* Lied about Porting (moving) of long-term cell number,
* Lied about commencement dates,
* Lied about payment details,
* Lied about usage of “Banker’s direct debt”,
* Lied about stopping of “Banker’s direct debt”, etc.. etc... etc...

But by far the worst part of the over-all eMobile experience & the totally inexcusable part was that, unprovoked I was aggressively non-physically abused by certain eMobile staff. Totally unacceptable!
I am sure that you more than get the picture.

Possible reasons for the unprofessional carry-on by Customer Staff? Are customer/sales staff;
* Are customer staff actually full-term fully professionally trained to high standards in all aspects of the specialist business they are dealing with & handling?
* Are staff equipped with the full knowledge to properly carry-out their function?
* Are staff paid enough to have the right type of person for the right job?
* Are staff suitable for the Customer Service job?
* Are staff pushed too much to get the sale at all costs?
* Are staff pushed in at the deep end of the business without proper support & full professional training?
* Are staff unhappy, insecure in their job, frustrated, unsupported, etc...?
* Are staff properly & professionally supervised in their function?

Are we a result of a rushed & unprofessional business unmanaged model...

antodeco · 30-12-2010 12:04pm

OP, you aren't being very clear about what the issue is. Your last post is very strange. There is alot of "scripted" conversation in it. Strange terminology. It appears more so that you are disgruntled over not understanding what was said, so you are trying to justify it by thinking up of different reasons, as above.

Pepsie · 30-12-2010 12:23pm

antodeco wrote: »

OP, you aren't being very clear about what the issue is. Your last post is very strange. There is alot of "scripted" conversation in it. Strange terminology. It appears more so that you are disgruntled over not understanding what was said, so you are trying to justify it by thinking up of different reasons, as above.

Thank you 'antodeco' for your unbiased / biased opinion, interesting feed-back from a possible eMobile representative in disguise. It is what eMobile made it.
But still ‘get everything in writing’, good sound advice in most circumstances.
End of conversation.

Munster_Gal · 03-01-2011 6:45pm

Pepsie wrote: »

Hi timeforachange,
To answer you in full would require far more detail than permitted within the scope of this form, but to abbreviate here to you in answer;
I found out that I was lied to by certain eMobile telephone staff on just about some of all of the details of the eMobile offering & acceptance.

eMobile telephone staff lied about, & not only;
* Lied about Hand-set advice, choice & usage,
* Lied about scope of service offer,
* Lied about shop front / retail, person to person customer help,
* Lied about Porting (moving) of long-term cell number,
* Lied about commencement dates,
* Lied about payment details,
* Lied about usage of “Banker’s direct debt”,
* Lied about stopping of “Banker’s direct debt”, etc.. etc... etc...

But by far the worst part of the over-all eMobile experience & the totally inexcusable part was that, unprovoked I was aggressively non-physically abused by certain eMobile staff. Totally unacceptable!
I am sure that you more than get the picture.

Possible reasons for the unprofessional carry-on by Customer Staff? Are customer/sales staff;
* Are customer staff actually full-term fully professionally trained to high standards in all aspects of the specialist business they are dealing with & handling?
* Are staff equipped with the full knowledge to properly carry-out their function?
* Are staff paid enough to have the right type of person for the right job?
* Are staff suitable for the Customer Service job?
* Are staff pushed too much to get the sale at all costs?
* Are staff pushed in at the deep end of the business without proper support & full professional training?
* Are staff unhappy, insecure in their job, frustrated, unsupported, etc...?
* Are staff properly & professionally supervised in their function?

Are we a result of a rushed & unprofessional business unmanaged model...

I have to say I agree with Antodeco on this...
Your post doesn't make a lot of sense... What exactly was your issue? From what you've said, it seems like you are saying that they lied to you about everything which I find very hard to believe of any customer service

gabbo is coming · 06-01-2011 12:19pm

Pepsie wrote: »

Hi timeforachange,
But by far the worst part of the over-all eMobile experience & the totally inexcusable part was that, unprovoked I was aggressively non-physically abused by certain eMobile staff. Totally unacceptable!

I wouldn't go quite as far as say we were abused, but it is the strangest customer service behavious I've ever heard of:

My wife was on the phone to their "customer service" as we battled again to get the phone service to work as documented on their website. We were walking at the time and my wife's earing hit off the phone a few times.

E-mobile: "Are you recording this conversation?"

"What?"

E-mobile: "Are you recording this conversation, what is that noise?"

"Must be my earring hitting off phone".

E-mobile: "I don't want you to record this conversation."

Unbelievable stuff! Even if we were recording the conversation, which we obviously weren't - why couldn't we? - they record conversations. And why, as a customer service team, get so defensive??

E-mobile's website is quite techny - with forums and online help. Pity they don't come on to boards and respond in some way to the products that many find the T&Cs to both arduous and confusing (at the customer's expense) and some of the complaints about their over-zealous customer service.

vibe666 · 09-01-2011 1:59pm

Pepsie wrote: »

Thank you 'antodeco' for your unbiased / biased opinion, interesting feed-back from a possible eMobile representative in disguise. It is what eMobile made it.
But still ‘get everything in writing’, good sound advice in most circumstances.
End of conversation.

it doesn't look like a biased opinion to me, just someone who is looking to hear exactly what your problems are so we can all come to our own conclusions, rather than you just handing us a preconceived conclusion on a plate and expecting us to swallow it without even knowing what actually happened.

please just tell us what happened and let us all draw our own conclusions.

Munster_Gal · 10-01-2011 12:38pm

gabbo is coming wrote: »

I wouldn't go quite as far as say we were abused, but it is the strangest customer service behavious I've ever heard of:

My wife was on the phone to their "customer service" as we battled again to get the phone service to work as documented on their website. We were walking at the time and my wife's earing hit off the phone a few times.

E-mobile: "Are you recording this conversation?"

"What?"

E-mobile: "Are you recording this conversation, what is that noise?"

"Must be my earring hitting off phone".

E-mobile: "I don't want you to record this conversation."

Unbelievable stuff! Even if we were recording the conversation, which we obviously weren't - why couldn't we? - they record conversations. And why, as a customer service team, get so defensive??

E-mobile's website is quite techny - with forums and online help. Pity they don't come on to boards and respond in some way to the products that many find the T&Cs to both arduous and confusing (at the customer's expense) and some of the complaints about their over-zealous customer service.

They record coversations for training and monitoring customer care. They also play a recorded msg before you speak to an agent to say that they record calls. To my knowledge it would be illegal for you to record a call without their knowledge.

And you still haven't really explained your previous post!?

seanwindle22 · 14-02-2012 10:29am

dont talk to me about emobile what a bunch of ro**ers. I had received 2 sim packs bill pay from emobile in november 2011 from a sales guy steven. everything seemed grand at first i signed for sim packs upon delivery but did not open them as me and my wife decided we wouldeach buy a new phone in 3 weeks. however to my shock i received a bill for 79 euro even tho the sims were still unopened. i quizzed emobile and they told me that my subscription started the day i signed with the courier. i then told them i wanted to cancel immediately to be told they wanted 30 days notice even tho i only had a rolling 30 day contract??????? so they took 79 from my bank which i was not happy about. i complianed to the shop as i kept been put on hold or hung up on by customer service and the girl in the shop told me she would cancel for me.
following month another bill and this month another bill and each time i ring them they tell me they cannot see why it was cancelled. bloody robbers and as for the shop they said when i quizzed them that there was an error. EVERYBODY STEER CLEAR OF EMOBILE and as for steven the sales guy would not even answer my calls how RUDE.

vibe666 · 14-02-2012 3:07pm

evolutionqy7 · 14-02-2012 6:29pm

seanwindle22 wrote: »

dont talk to me about emobile what a bunch of ro**ers. I had received 2 sim packs bill pay from emobile in november 2011 from a sales guy steven. everything seemed grand at first i signed for sim packs upon delivery but did not open them as me and my wife decided we wouldeach buy a new phone in 3 weeks. however to my shock i received a bill for 79 euro even tho the sims were still unopened. i quizzed emobile and they told me that my subscription started the day i signed with the courier. i then told them i wanted to cancel immediately to be told they wanted 30 days notice even tho i only had a rolling 30 day contract??????? so they took 79 from my bank which i was not happy about. i complianed to the shop as i kept been put on hold or hung up on by customer service and the girl in the shop told me she would cancel for me.
following month another bill and this month another bill and each time i ring them they tell me they cannot see why it was cancelled. bloody robbers and as for the shop they said when i quizzed them that there was an error. EVERYBODY STEER CLEAR OF EMOBILE and as for steven the sales guy would not even answer my calls how RUDE.

Thats normal. The day you say yes I will or sign that you received your package you start your contract.

Its standard procedure for ALL networks. If you were planning to get phones later why didnt you sign up 3 weeks later.

30 day contract means you have to give them 30 days notice that you leaving the network so no more charges would occur. You will finish of your outstanding month and can do whatever you want then.

Maybe instead of being fustrated you should read your T&C's and listen to the other person telling you about them.

Meteors/eMobile/Eircom customer care is by no standards perfect or even remotely good.

But no one is holding a gun to your head to sign the bloody thing or even agree to the contract. You do so at your own will. If you do not take time to read YOUR terms and conditions its really your own fault.

If every sales rep in the world would call out your T&C's before you sign or pay there would be god damn long ques at the door.

You pay for your tesco's good you agree to T&C's even though you dont see them. You get into a car to drive you agree to T&C's to follow the rules of the road.

snowdaze · 14-02-2012 9:22pm

I can share with you my experience of emobile...

I think it is a good service but their staff at customer service are not trained well in my experience.

I went with them only because my brother got me a deal (he is eircom staff) to have my tarrif half price for life while he works with them...I am not an eircom customer so I pay €39.50 for unlimited talk and texts and have 15gb data per month. (as opposed to €79 for regular customers)

THis is all great, However when I signed up first I was on a smaller tarrif but about a year later I changed to the unlimited tarrif and the cust serv rep said this would be okay and I would still maintain my half price reduction.

The bills that followed showed no reduction in tarrif from my friends and family discount.

It took months to sort this...about 4 months at least - I found customer service terrible....could be on hold for an hour to be answered and then the staff would not know how to deal with it. They put a hold on my direct debit because they said they could start it again when the bills were corrected for me. They then kept sending me texts saying my service would be cut off because I hadn't paid the bills. I phoned again and got through to credit control and they were even worse. I asked them to take the hold off my direct debits but they said only the person who out the hold on could take it off and they didn't know when they would be working again!!!!

Anyway - after months and months it got sorted but had to set up direct debit again which still isn't working so I have to ring up and pay the bill each month by cr card.

It turns out or so they told me that when you have the friends and family discount you can't change tarrif!!!! But because a customer service rep told me I could and agreed to it then they had to give it to me - after getting a recording of the phonecall and months and months of hassle for me...

I have a very good deal with them...but I am only with them because of the brother's discount!!!!!:D

seanwindle22 · 17-02-2012 12:01am

evolutionqy7 wrote: »

Thats normal. The day you say yes I will or sign that you received your package you start your contract.

Its standard procedure for ALL networks. If you were planning to get phones later why didnt you sign up 3 weeks later.

30 day contract means you have to give them 30 days notice that you leaving the network so no more charges would occur. You will finish of your outstanding month and can do whatever you want then.

Maybe instead of being fustrated you should read your T&C's and listen to the other person telling you about them.

Meteors/eMobile/Eircom customer care is by no standards perfect or even remotely good.

But no one is holding a gun to your head to sign the bloody thing or even agree to the contract. You do so at your own will. If you do not take time to read YOUR terms and conditions its really your own fault.

If every sales rep in the world would call out your T&C's before you sign or pay there would be god damn long ques at the door.

You pay for your tesco's good you agree to T&C's even though you dont see them. You get into a car to drive you agree to T&C's to follow the rules of the road.

When i was told of the 30 day notice i agreed and requested to be cancelled anyways but to be told 2 months later that the contract is still active and still receiving bills is NOT normal practice by all networks. also i am sure if you were in my position of constantly being transfered, cut off put on hold for 30 mins+ and receiving bills after being under the impression of the contract being cancelled you would feel some frustration.

evolutionqy7 · 17-02-2012 12:17am

seanwindle22 wrote: »

When i was told of the 30 day notice i agreed and requested to be cancelled anyways but to be told 2 months later that the contract is still active and still receiving bills is NOT normal practice by all networks. also i am sure if you were in my position of constantly being transfered, cut off put on hold for 30 mins+ and receiving bills after being under the impression of the contract being cancelled you would feel some frustration.

Firstly what did you ask them to do once your bill is cancelled? In general they could cancel your number and cut off bill pay and you would love your number or move you to prepay so you could stay there or port.

If I was being cut off put on hold for so long id be pretty pissed off too.

Last time I went back to Pre Pay to Bill Pay it was pretty simple. Took me about a couple of mins. They cancelled it, told me to turn off my phone and turn in back on in a couple of mins and ring 1741 to make sure im prepay.

That's how complicated it was for me.

One thing I will say is not to get frustrated with customer service. The more annoyed you get with a service rep the less he will want to help you. You will make them stress and worry. Which will lead them either to not give a feck or get worried and make a mistake.

Which only works out worse for you.

Why dont ya try reaching out to them on twitter. They have the best person working on twitter support

seanwindle22 · 17-02-2012 9:50am

I requested that the account be cancelled completely and all numbers onyhe account be cancelled also and i did not want the number. As said previously i did not even open the sim pack so had no idea what the numbers were. i was actually very calm on the phone to customer service as i do know you get the best from people when you remain calm. But it was just eMobiles attitude that leaves alot to be desired. on one call i was on loudspeaker in the car and the agent told me he would not speak to me unless i came off handsfree. I pointed out that i was driving and was it that he could not hear me but he said he could here me fine but did not want other people hearing our call even tho i explained i was in the car alone. So i had to pull over to speak to him which in my experience of dealing with customers service agents was a bit strange.

Sponge Bob · 17-02-2012 11:14am

Their customer care was truly a shambles in November and December...if pleasant. I dunno whether they trained them since.

evolutionqy7 · 17-02-2012 12:12pm

Sponge Bob wrote: »

Their customer care was truly a shambles in November and December...if pleasant. I dunno whether they trained them since.

Its still a mess. Slightly better though. It was just due to the fact that they were moving call centres. Waiting times now seem hell of a lot better. Most occasions i got through instantly

upete · 28-11-2012 7:11pm

emobile - the mobile phone providers from hell. I joined them last March after 13 years with vodafone. Almost from day one it has been a disaster. I was told I would get two free months, this did not kick in when promised I had to ring them to activate the free months. And when they eventually did I was still charged for minutes over my tarriff - this had not been explained. They are more expensive than vodafone with bills regularly over the agreed tarriff - you have to keep an eye on your texts per month as you will be caught out very easily. I was always under my tarriff with vodafone never charged extra. New handset has broken down numerous times. Went to Malta in May, phone wouldn't work, website crap. I rang customer service in Ireland couldn't do anything. Got roaming sorted when I got home, went to Newry - phone wouldn't work. Went to Spain - phone wouldn't work, mate of mine was over from the states no problem with his phone. Any time I ring customer service, I end up in a row, they are THE WORST customer service team around, they must be trained to be aggressive. If you are also with eircom you should get €10 off your emobile bill every month. I rang eircom and signed up with them, one of their team rang emobile for me to see if he could activate the €10 off, no joy but he was very helpful. I rang emobile two days later, they refused to talk with me or process this offer as I did not have my eircom account number, this was in complete contrast to his colleague in eircom who was very happy to ring emobile and cut through all the red tape. The following week I got through to the same guy in emobile, when I quoted my eircom account no, he replied that he could do nothing for me over the phone and that I would have to go into an emobile shop to get my €10 off each month. Needless to say he hadn't mentioned this in the first place. They hoodwinked me into a two year contract, I thought I had signed an 18 month contract and they did not offer me a more favourable business deal even though from my address it is crystal clear that I am a business. My advice to anyone contemplating going anywhere near emobile is to keep your money and your sanity and give them a very wide berth.

eMobile - get everything in writing confirmation first!

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