E-MOBILE ABYSMAL CUSTOMER CARE (Lost Customer)

Kaiser2000 wrote: »

In my personal experience, while eMobile/Meteor are far from perfect, compared to 3's "robots"/script readers I'd much rather deal with them.

What you need to do is call back and request a supervisor. Now, they won't want to give you one there and then (they'll instead promise a call back), if you're firm (don't start ranting - that'll just get you cut off) they will normally relent and put you through.

Then you explain the story and tell them what you want done (don't ask - tell.. but bear in mind that where credit card's are concerned their hands are somewhat tied by the rules of those companies). Make sure you get names of everyone you speak to as well. Hopefully this will get you sorted.


As a more general comment...

The problem we have in this country is we don't complain in the right way.
There's no point losing the plot with an agent on the phone who 9 times out of 10 simply doesn't HAVE the authority to do whatever is needed when something goes wrong.

As a general rule (as someone who has had SERIOUS problems with Meteor/eMobile in the past), if the issue you're having is GENUINELY not your fault, you need to...


- Allow at least 30 mins to get the issue dealt with between being put on hold/transfered etc. Don't expect it to be instantly resolved if it's messy


- Be prepared to have to repeat the story 2/3 times. Remember these people will be coming to the issue "fresh" and (initially anyway) will need to be caught up. It's also better to hear the story from you rather than what they may have been relayed by the first person anyway


- Stay polite! It's ok to be frustrated, but if you lose the head you'll get nowhere. Me I tend to get very precise and formal and my tone becomes very no-nonsense in these cases


- Once you start hearing things you don't want to hear, it's usually because the person doesn't have the authority to offer anything different. In those cases there's no point frustrating either of you more - escalate to the next level

Expect resistance to this depending on company policy. Now I've worked in the Callcentre industry for years myself so I know how they work but I find sympathising with the agent helps - "look, I understand that you don't have the ability to resolve this and I appreciate your help however rather than arguing back and forth, I need you to get a supervisor for me. That's why they're there".

If you get resistance say "ok, what you need to do is go to your supervisor, explain that you have a very frustrated customer who you've explained the situation to, but is demanding to speak to someone higher up". I find this very effective. Also don't accept "there's no supervisor available". There is ALWAYS at least one around in a busy callcentre - they just may not want to take the escalation.

Often they may send the agent back to repeat the same line you've heard - the answer then is "ok, you need to go back to the supervisor and tell them you've told me again but I'm still demanding they take over the call. It's not your job to listen to me, that's what they're paid for and they shouldn't be putting you in that position"


- Once you get the supervisor, explain the situation again and what you want done. They may promise a callback to allow them time to research the issue/engage with other departments which is fine - the first time! In that case, get their name, and agree a definite time for them to call you (eg: 2-4pm that afternoon).

If that call doesn't happen, make sure you're available to ring back at 4:05 and then you add "commitments not being honoured/you have things to do as well" to the list of issues.


- Keep escalating until you get satisfaction but be prepared to put in the work too.

In my situation I went through every dept in there, managers, senior managers, Comreg and eircom corporate but in the end we came to an acceptable solution and now any time I have an issue I call in (actually I just ring one of the senior management directly) and I have very little trouble getting things sorted.


In my experience, the reason Customer Service in this country is so poor a lot of the time is because we don't do this and we aren't prepared to put in the work ourselves to demand better. Once you DO though, you'll find these companies are completely unprepared for it and you will get all sorts of concessions from them that previously were "not possible"

I've gotten hundreds in credit on my mobile accounts, refunds from Bord Gais, UPC, Sky etc over the years purely because I refuse to be fobbed off or accept poor service when they have dropped the ball.

If we all took the same attitude then these companies would be forced to up their game and ultimately lead to a better service for all.

antodeco wrote: »

eMobile werent around 3 years ago??