Eircom Made Fake Offer

foggy_lad

On the 7/5/13 I rang Eircom Cancellations department at 1.45pm and spoke to Lxxx who asked me questions about why I wanted to cancel and who I was moving to for Broadband and I mentioned that the €50/month I was paying was just too much for broadband and the previous offer of €35/6 months was no use to me as it went back to €50 and tied me to that price for a further 6 months!

I was adamant that I would be cancelling and moving to Sky for their offer of €40/month until Lxxx offered me a deal which not just matched the Sky deal on price but did not tie me into a contract. I would be paying €40/month for my current  package for as long as I remained a customer, with no contract just the normal 30day notice period. I gladly accepted this offer and cancelled my preparations for the move to Sky.

On getting my bill in the post yesterday 20/5/13 (bill issue date 16/5/13) I noticed no mention of the new deal and the price is exactly the same €49.99 as it has been for the last 6 months!

I rang Eircom twice today to try to sort out this mess and on the 1st occasion i was told that they could see the offer on my account but could not see details of it! on the 2nd call I was told that this €40/month offer was never made to me and that the best they would offer me is €40/month for 6 months then back to €50/month with a 12 month contract. 

To be honest this kind of swindle/confidence trick is not on. I was promised one offer on a recorded call and when I asked the 2nd operator today for a copy of that recording he muttered something loudly before transferring me to some number which did not answer!

Please sort this out. Either reinstate the promised offer and adjust my current bill to reflect the new offer or cancel that last bill (as I will not be paying an incorrect amount) and I will revert to my original plan of leaving eirCON and moving to Sky.

eircom: Mark

foggy_lad wrote: »

On the 7/5/13 I rang Eircom Cancellations department at 1.45pm and spoke to Lxxx who asked me questions about why I wanted to cancel and who I was moving to for Broadband and I mentioned that the €50/month I was paying was just too much for broadband and the previous offer of €35/6 months was no use to me as it went back to €50 and tied me to that price for a further 6 months!

I was adamant that I would be cancelling and moving to Sky for their offer of €40/month until Lxxx offered me a deal which not just matched the Sky deal on price but did not tie me into a contract. I would be paying €40/month for my current  package for as long as I remained a customer, with no contract just the normal 30day notice period. I gladly accepted this offer and cancelled my preparations for the move to Sky.

On getting my bill in the post yesterday 20/5/13 (bill issue date 16/5/13) I noticed no mention of the new deal and the price is exactly the same €49.99 as it has been for the last 6 months!

I rang Eircom twice today to try to sort out this mess and on the 1st occasion i was told that they could see the offer on my account but could not see details of it! on the 2nd call I was told that this €40/month offer was never made to me and that the best they would offer me is €40/month for 6 months then back to €50/month with a 12 month contract. 

To be honest this kind of swindle/confidence trick is not on. I was promised one offer on a recorded call and when I asked the 2nd operator today for a copy of that recording he muttered something loudly before transferring me to some number which did not answer!

Please sort this out. Either reinstate the promised offer and adjust my current bill to reflect the new offer or cancel that last bill (as I will not be paying an incorrect amount) and I will revert to my original plan of leaving eirCON and moving to Sky.

Hi foggy_lad

Apologies, I responded to the other post first.

I will look into it and get back to you.

Mark

foggy_lad

eircom: Mark wrote: »

Hi foggy_lad

Apologies, I responded to the other post first.

I will look into it and get back to you.

Mark

Any move on this?

Just to avoid any confusion, when I was talking to Lxxx on 7/5/13 She asked if the €40/month offer from Sky included VAT which of course it does.

Was that so that I could be offered the same offer but then told later that it was exclusive of vat? afaik it would be an offence for Eircom to operate in this way with their residential customers as all consumer prices must be quoted inclusive of VAT.

foggy_lad

Maybe its just my impatience but I expected a response to this very serious issue today! Has the call from 7th May been listened to and also have the calls from the other day been listened to?

foggy_lad

Any response yet?

foggy_lad

I just got off the phone to Eircom and the plot thickens!

Daxxx in Cancellations has just told me that I have been put onto a €40/month for 6 months rising to €50/month after this and that I am tied into a contract for a year!

I had previously turned down an offer of €35/month for 6 months and €50/month thereafter.

He also told me that it was impossible to give me the previous offer that Lyxx quoted with no contract.

I was also told that a data protection/FOI request for the audio copy of the call made on 7/5/13 to Lyxx would cost me €7.50

All of this is bullxxxx and some is quite possibly illegal.

eircom: Mark

foggy_lad wrote: »

I just got off the phone to Eircom and the plot thickens!

Daxxx in Cancellations has just told me that I have been put onto a €40/month for 6 months rising to €50/month after this and that I am tied into a contract for a year!

I had previously turned down an offer of €35/month for 6 months and €50/month thereafter.

He also told me that it was impossible to give me the previous offer that Lyxx quoted with no contract.

I was also told that a data protection/FOI request for the audio copy of the call made on 7/5/13 to Lyxx would cost me €7.50

All of this is bullxxxx and some is quite possibly illegal.

Hi
foggy_lad

I am still working on locating and listening to the call.

I will let you know as soon as I have any news.

Thanks, Mark

RangeR

foggy_lad wrote: »

I was also told that a data protection/FOI request for the audio copy of the call made on 7/5/13 to Lyxx would cost me €7.50

All of this is bullxxxx and some is quite possibly illegal.

Yup. More bullox. This is not an FOI request. eircom are not the Government. Or do they think they are?
And a Data Protection request can, at most, cost €6.35

/me thinks a certain department can do with more training.

At this stage, I'd consider it a point of principle and request ALL call recordings on this, and pays yer money. Go from there. But then... that's just me.

foggy_lad

eircom: Mark wrote: »

Hi
foggy_lad

I am still working on locating and listening to the call.

I will let you know as soon as I have any news.

Thanks, Mark

It is not as if these calls are recorded on a tape recorder or some old reel to reel recorder, they are digitally recorded and stored digitally for instant retrieval, I fail to understand why there is such a delay in getting the call listened to and acted upon!

foggy_lad

If Eircom are unwilling or unable to resolve this very serious issue by simply listening to the call recording from 7th May, by end of business today i will consider any current contract void due to the dishonesty from Eircom, I will also refuse to pay any amount due to Eircom as it is an incorrect amount, I will revert to my original descision to leave Eircom and move to SKY again purely due to Eircom lying to me and reneging on a deal struck with me.

Eircom are dishonest and Eircom staff have been dishonest in their dealings with me!

Iomega Man

Am I right in thinking that you signed up to a contract for a year and want to opt out now that the introductory period is over?

IM

foggy_lad

Iomega Man wrote: »

Am I right in thinking that you signed up to a contract for a year and want to opt out now that the introductory period is over?

IM

No you are not right. please read my first post in this thread before making any further comment!

My Eircom contract was ending on the 8th May so I rang cancelletions to give my 30days notice and move to SKY as they were charging €40/month. Eircom offered me the same package as I was on but without any contract for €40/month, I confirmed twice during the call that this was not a special opffer price that would rise back to €50/month after 6 months and also that there would be no 12 month contract and I could leave after giving 30 days notice.

Now Eircom are lying by telling me that this offer was never made and that the best they will offer me is €40/month for 6 months then back to €50/month with a year long contract! So far my requests for a copy of that recorded call on the 7th May have met with silence but Eircom will need that call recording to prove their case!

Iomega Man

foggy_lad wrote: »

No you are not right. please read my first post in this thread before making any further comment!

My Eircom contract was ending on the 8th May so I rang cancelletions to give my 30days notice and move to SKY as they were charging €40/month. Eircom offered me the same package as I was on but without any contract for €40/month, I confirmed twice during the call that this was not a special opffer price that would rise back to €50/month after 6 months and also that there would be no 12 month contract and I could leave after giving 30 days notice.

Now Eircom are lying by telling me that this offer was never made and that the best they will offer me is €40/month for 6 months then back to €50/month with a year long contract! So far my requests for a copy of that recorded call on the 7th May have met with silence but Eircom will need that call recording to prove their case!

Ah here, no need for the attitude in the first line of your reply.
I obviously misread the post and was only trying to help out.

foggy_lad

Iomega Man wrote: »

Ah here, no need for the attitude in the first line of your reply.
I obviously misread the post and was only trying to help out.

You decided that I was pulling a fast one and trying to get out of a binding contract without any details and without even reading the original post.

There is nothing wrong with my attitude in this thread but if you feel there is you should report any post you find objectionable.

Iomega Man

For what its worth, if you look at my comment it was in fact a question (hence the QUESTION MARK!!).
I was merely trying to get a handle on what you were saying and posed the question. Thats all.

foggy_lad

Any Eircom response to this?

foggy_lad

The advertised response time is 14 hours but this has been going on for over 3 days now and it looks like it will drag on well into next week and it may well see out the bank holiday:(

foggy_lad

Nothing on this yet! The current bill Can't be paid by me as it is for an incorrect amount, please listen to the call recording and issue a correct bill so I can pay what I owe.

foggy_lad

Any Update on this? I have been waiting quite a while for a call recording to be listened to and for Eircom to honour the deal offered to me on 7th May, I am prepared to wait for COMREG to sort this out in their ten days time-frame but I can't pay my current bill until it is corrected to reflect the new deal given to me by Eircom.

foggy_lad

I have just had an update on this on Twitter from Mark who tells me that the call has been listened to and basically confirms my version of events.

Mark also tells me that if I wish to move to SKY there will be no notification or contract charges:D:D I'm getting a vibe that Eircom don't want to stand over the offer made to me?

I wish to stay with Eircom as I have not had any issues with them up to now and I wish to avail of the offer that I accepted on 7th May.

Marsden

Jaysus, just reading your thread now foggy_lad, I was thinking of switching to Eircom for broadband but after seeing this I've changed me mind. Here Eircom have a forum to help customers let others see good how their customer service is. I guess you don't need good customer service if your just roping people into contracts they don't want and ignoring complaints.

foggy_lad

Marsden wrote: »

Jaysus, just reading your thread now foggy_lad, I was thinking of switching to Eircom for broadband but after seeing this I've changed me mind. Here Eircom have a forum to help customers let others see good how their customer service is. I guess you don't need good customer service if your just roping people into contracts they don't want and ignoring complaints.

Well I have never had an issue with the broadband except for it disconnecting regularly several times a day for the last month but that is probably due to the work on their fibre roll out?

And if you get a deal they might match Sky or give you €35 for 6 months which is not too bad. there are a lot of complaints about SKY broadband.

lubo_moravcik

foggy_lad wrote: »

I have just had an update on this on Twitter from Mark who tells me that the call has been listened to and basically confirms my version of events.

Mark also tells me that if I wish to move to SKY there will be no notification or contract charges:D:D I'm getting a vibe that Eircom don't want to stand over the offer made to me?

I wish to stay with Eircom as I have not had any issues with them up to now and I wish to avail of the offer that I accepted on 7th May.

After all this you still wish to stay with them???

RangeR

Marsden wrote: »

Jaysus, just reading your thread now foggy_lad, I was thinking of switching to Eircom for broadband but after seeing this I've changed me mind. Here Eircom have a forum to help customers let others see good how their customer service is. I guess you don't need good customer service if your just roping people into contracts they don't want and ignoring complaints.

All due respect to foggy's specific issue, many companies have rogue sales people. It's how the companies deal with these rogues that will define them in the eyes of the consumer.

Knowing eircom [regardless of what people think, is a reputable company], they will have already disciplined this sales person. I'm sure that this is not a widespread problem in eircom.

norrie rugger

No but the fact that Mark has gone to twitter to address this and not here, in the forum, is not great. 
Mark has also confirmed that Foggy was offered, and accepted, a new deal which they are now rolling back on

foggy_lad

norrie rugger wrote: »

No but the fact that Mark has gone to twitter to address this and not here, in the forum, is not great. 
Mark has also confirmed that Foggy was offered, and accepted, a new deal which they are now rolling back on

I think the problem is that the agent did not specify which actual offer code was to be used on my account for the €40 price so it was just left as it was. It appears an agent does the deals on the phone then passes the details to some other department to apply the negotiated offers etc onto the customer accounts but all these offers have specific codes which must be used, all companies use codes for price plans etc.

It may be a case that Eircom have to produce a new offer code for my particular case.

lubo_moravcik wrote: »

After all this you still wish to stay with them???

Yes as up to this I have not had any issue with Eircom apart from minor DNS issues they had for a few hours last year.


My main annoyance with this whole problem is the length of time it took Eircom to dig out the call recording and listen to it, and it appears it was only done this morning after the intervention of COMREG.

Marsden

RangeR wrote: »

All due respect to foggy's specific issue, many companies have rogue sales people. It's how the companies deal with these rogues that will define them in the eyes of the consumer.

Knowing eircom [regardless of what people think, is a reputable company], they will have already disciplined this sales person. I'm sure that this is not a widespread problem in eircom.

It's not just a rogue salesperson that would put me off, it's how it's been handled by the reps here. Look at foggy_lads dates on his postings, they seem to be avoiding him or are not bothered following up this issue. Put those two together and it makes a broadband provider I'd rather avoid.

lubo_moravcik

foggy_lad wrote: »

I think the problem is that the agent did not specify which actual offer code was to be used on my account for the €40 price so it was just left as it was. It appears an agent does the deals on the phone then passes the details to some other department to apply the negotiated offers etc onto the customer accounts but all these offers have specific codes which must be used, all companies use codes for price plans etc.

It may be a case that Eircom have to produce a new offer code for my particular case.


Yes as up to this I have not had any issue with Eircom apart from minor DNS issues they had for a few hours last year.


My main annoyance with this whole problem is the length of time it took Eircom to dig out the call recording and listen to it, and it appears it was only done this morning after the intervention of COMREG.

Good luck dealing with them more effectively in the future.

foggy_lad

Hi again Mark, Further to your call a few minutes ago where I refused to discuss the issue as there was going to be no "paper trail" can you please contact me in writing at the address on my account or the email address which I will not send you via PM.


From the start of the call it soulds very much like Eircom are not going to honour the offer agreed with them on the 7th May which is not on at all, How can a company scam their customers into staying on with them for longer by telling them lies!?

I now have an outstanding eircom bill which is not correct as it is not for the amount that was agreed by Eircom on 7th May.

This bill will only be paid when eircom set me up with the offer that was agreed to on 7th May as if I was told the truth by Eircon back then i would not be a customer and would have owed them nothing!!

eircom: Mark

foggy_lad wrote: »

Hi again Mark, Further to your call a few minutes ago where I refused to discuss the issue as there was going to be no "paper trail" can you please contact me in writing at the address on my account or the email address which I will not send you via PM.


From the start of the call it soulds very much like Eircom are not going to honour the offer agreed with them on the 7th May which is not on at all, How can a company scam their customers into staying on with them for longer by telling them lies!?

I now have an outstanding eircom bill which is not correct as it is not for the amount that was agreed by Eircom on 7th May.

This bill will only be paid when eircom set me up with the offer that was agreed to on 7th May as if I was told the truth by Eircon back then i would not be a customer and would have owed them nothing!!

Hi foggy_lad

No problem, I will send you an e-mail.


I received an outline of a call. As I advised I just want to advise you what information I received and given the situation and see if that was agreeable to you.


I understand the circumstances as the were outlined to you. I hope you appreciate sometimes it is easier to discuss an issue with a customer and then send a follow up e-mail (as you requested).

I know you felt the discussion was going in a certain direction and chose to terminate the call before I had a chance to respond., or even outline the response you have been requesting over the last week.

 [url defaultattr=http://www.boards.ie/vbulletin/member.php?u="110969"][/url]I will respond via e-mail.

Mark

foggy_lad

eircom: Mark wrote: »

I know you felt the discussion was going in a certain direction and chose to terminate the call before I had a chance to respond., or even outline the response you have been requesting over the last week.

 I will respond via e-mail.

Mark

What direction was the discussion going? From your initial comments it sounded very much like I would be told that the offer was not available and could not be placed on my account despite being offered it and accepting that offer earlier this month. I just found out that Vodafone also offer a deal for €40/month for unlimited broadband and 100 minutes of calls which is more than i would need!

ftlnn

foggy_lad wrote: »

Hi again Mark, Further to your call a few minutes ago where I refused to discuss the issue as there was going to be no "paper trail" can you please contact me in writing at the address on my account or the email address which I will not send you via PM.


From the start of the call it soulds very much like Eircom are not going to honour the offer agreed with them on the 7th May which is not on at all, How can a company scam their customers into staying on with them for longer by telling them lies!?

I now have an outstanding eircom bill which is not correct as it is not for the amount that was agreed by Eircom on 7th May.

This bill will only be paid when eircom set me up with the offer that was agreed to on 7th May as if I was told the truth by Eircon back then i would not be a customer and would have owed them nothing!!

Well done Foggy_lad. Like a multitude of service providers and retailers in this country Eircom seem to have made a complete hash handling this matter.It appears to me that you are clearly justified with your complaints against them. Pity more people wouldn't be as firm with obtaining their rights. Seems like a lot of these people have a pathetic customer service department. I once had to return a broadband dongle to a provider because the reception in my house was non-existent, the guy at the counter AND the manager said they could not take it back because it was clearly working ok here in the shop. I could have pulled them over the counter for their ignorance. I feel your pain.

foggy_lad

ftlnn wrote: »

Well done Foggy_lad. Like a multitude of service providers and retailers in this country Eircom seem to have made a complete hash handling this matter.It appears to me that you are clearly justified with your complaints against them. Pity more people wouldn't be as firm with obtaining their rights. Seems like a lot of these people have a pathetic customer service department. I once had to return a broadband dongle to a provider because the reception in my house was non-existent, the guy at the counter AND the manager said they could not take it back because it was clearly working ok here in the shop. I could have pulled them over the counter for their ignorance. I feel your pain.

To be fair I would say I'm suffering due to a lack of training and issues with company policy and operations rather than poor service from any individuals.

eircom: Mark

foggy_lad wrote: »

What direction was the discussion going? From your initial comments it sounded very much like I would be told that the offer was not available and could not be placed on my account despite being offered it and accepting that offer earlier this month. I just found out that Vodafone also offer a deal for €40/month for unlimited broadband and 100 minutes of calls which is more than i would need!

Hi foggy_lad

I did not get a chance to respond or discuss the issue with you.  As requested I will reply via e-mail.  Which I should send in the next 24 hours.

Thanks, Mark

eircom: Mark

foggy_lad wrote: »

To be fair I would say I'm suffering due to a lack of training and issues with company policy and operations rather than poor service from any individuals.

Hi foggy_lad

I checked with the Comreg complaints handler for eircom. He has confirmed they have received and logged the complaint yesterday 29/05/13.

As you have decided to escalate the matter as an official complaint. A manager will respond to you directly regarding the issue.

So I have to defer to the complaints process, so just to advise you I can not respond via e-mail if the matter once is has been escalated through this process.

Thanks, Mark

foggy_lad

eircom: Mark wrote: »

Hi foggy_lad

I checked with the Comreg complaints handler for eircom. He has confirmed they have received and logged the complaint yesterday 29/05/13.

As you have decided to escalate the matter as an official complaint. A manager will respond to you directly regarding the issue.

So I have to defer to the complaints process, so just to advise you I can not respond via e-mail if the matter once is has been escalated through this process.

Thanks, Mark

as expected!

foggy_lad

Ok to update this,

I got a call this morning from Comreg who were surprised that I had not heard from Eircom as in their opinion this should be resolved in less time than the 10 days allowed as it does not involve anything more than listening to the call recording which was done more than a week ago.

It now seems that Eircom are dragging their heels in dealing with customer complaints and may well take the allowed maximum time to deal with such an easily sorted out issue. That is just plain spiteful and again a sign of the dishonest way I have been treated by Eircom.

foggy_lad

A further update on this.

I got a call from someone in eircom Complaints dept just now telling me that they had listened to the call and that because the agent had not stated any time limit on the offer of €40/month such as stating that it was for 12 months that it was not a contract and they did not have to stand over the offer they clearly made to me.

This is just nonsense as the agent on the original call clearly stated that it was €40 per month for as long as I remained an eircom customer and that the price would not increase after 6 months like all other eircom offers.

I was also offered a credit of €60 on my account for if i wished to leave eircon for another provider which i am now going to do! The person i was speaking to today was rude and kept interrupting me and has made my mind up about leaving this dishonest company.

How many other customers have been offered "offers" and "deals" only for the offers not to be honoured or applied to the customers accounts??

stimpson

FOI request FTW. I'd love to see someone actually getting a copy of their calls. I dealt with a similar issue for my mother in law a few months ago and saw a similar pattern. See http://www.boards.ie/ttfthread/2056834307/1#post82276927

Get a copy of the call. Watch them try and squirm their way out of it.

foggy_lad

stimpson wrote: »

FOI request FTW. I'd love to see someone actually getting a copy of their calls. I dealt with a similar issue for my mother in law a few months ago and saw a similar pattern. See http://www.boards.ie/ttfthread/2056834307/1#post82276927

Get a copy of the call. Watch them try and squirm their way out of it.

I have just completed my sign-up to Sky Broadband so hopefully will be with them within ten days and will have nothing more to do with Eircon

ftlnn

Foggy,

Did you get a copy of the call?
Even if you move providers ill be disappointed if you let them off with their denials.

foggy_lad

ftlnn wrote: »

Foggy,

Did you get a copy of the call?
Even if you move providers ill be disappointed if you let them off with their denials.

I didn't and to be honest(which is more than eircom were) I couldn't be bothered looking for anything more from these scammers. They make false offers hoping to keep customers for an extra few months while it is sorted. If they are that hard up for a few euro It wont be long before they are back in examinership IMHO.

RangeR

stimpson wrote: »

FOI request FTW. I'd love to see someone actually getting a copy of their calls. I dealt with a similar issue for my mother in law a few months ago and saw a similar pattern. See http://www.boards.ie/ttfthread/2056834307/1#post82276927

Get a copy of the call. Watch them try and squirm their way out of it.

DPC not FOI. FOI is for government agencies only.

foggy_lad

Can I ask someone in eircom to confirm that I am no longer a customer please and that my 30days notice period started on 7th of May when I originally rang to cancel the service?

I have received €60credit to allow me leave eircom without penalty due to their incompetent staff so please ensure and confirm that my account is closed with a zero balance.


Eircom are now saying that although they refuse to stand over an offer they made on May 7th and then subsequently delayed investigating and listening to the call recording forcing me to make a formal complaint and escalate the issue to ComReg they are now refusing to cancel the service backdated to May 7th and are overchrging me for service from that date even though they had told me that i can move from EirCON without penalty!

eircom: Alan

foggy_lad wrote: »

Can I ask someone in eircom to confirm that I am no longer a customer please and that my 30days notice period started on 7th of May when I originally rang to cancel the service?

I have received €60credit to allow me leave eircom without penalty due to their incompetent staff so please ensure and confirm that my account is closed with a zero balance.

Hi foggy_lad

As per conversation I would like to assure you that you are now free to moveprovider and no subsequent cancellation chargers will be charged.
I will alsomake sure that you will be charged for the last month (7th of June onwards to the day of your services leaving eircom) on the price which was agreed on the call to cancellations when this offer was made to you. If this happens to be a shorter period I will break the charges down do a daily rate and multiply by the number or days until your services have left eircom. Charges may show on bill provisionally however I will rectify what needs to be rectified in accordance to this agreement.

Thanks,

Al

foggy_lad

eircom: Alan wrote: »

Hi foggy_lad

As per conversation I would like to assure you that you are now free to moveprovider and no subsequent cancellation chargers will be charged.
I will alsomake sure that you will be charged for the last month (7th of June onwards to the day of your services leaving eircom) on the price which was agreed on the call to cancellations when this offer was made to you. If this happens to be a shorter period I will break the charges down do a daily rate and multiply by the number or days until your services have left eircom. Charges may show on bill provisionally however I will rectify what needs to be rectified in accordance to this agreement.

Thanks,

Al

I gave my 30 days notice on 7th May and should not have any charges from Eircom from 8th June which is the termination date if Eircom had been honest and not made that false offer to me.


It is a shame that there is no manager or person in authority who is capable of dealing with this issue properly, I will most likely have to revert to ComReg again to get away from this dishonest company.

eircom: Alan

foggy_lad wrote: »

I gave my 30 days notice on 7th May and should not have any charges from Eircom from 8th June which is the termination date if Eircom had been honest and not made that false offer to me.


It is a shame that there is no manager or person in authority who is capable of dealing with this issue properly, I will most likely have to revert to ComReg again to get away from this dishonest company.

foggy_lad
 
Are you not happy with the resolution I have offered? I have advisedthat you will not incur a cancellation charge and you are free to move, I'll also make sure that the period from when you gave 30 days notice on the 7th of May to the date to when you leave will be charged at a discounted rate (charged at the price agreed on the 7th but broke down to a daily part period charge).
 
I don’t see how you should not have any charges from the 8th of Junewhen you currently are using eircom broadband and line and it is now up to you to arrange another provider to take your services.
 
If you are not happy with my suggested resolution then I will not beable to offer any further resolution to this matter and the case will need to be handled through the complaint you have already made.
 
Al

kennryyr

He's clearly not happy and has every right not to be. He would haev put in the 30 day notice of termination on the 7th IF he hadn't of been offered an impossible offer (in Eircoms eyes).

Now you are saying you have to charge him for the time after that?

Customer service at it's finest here *facepalm

sandin

jaysus - sorry fogg lad, but if you wre a customer of mine and acted in a way that your posts are written, I would have told you where to go a long time ago.

If you bully people into responses, they will NEVER give in to you.

If you were a lot more polite my guess is it would have been dealt with a lot quicker and ina  way that you woudlnahve been happy, but no emplyee of any company, eircom or anyone needs the type of bully boy tactics you seem to have employed in your posts.

I'd say eircom are fairly glad you're gone from them.

foggy_lad

eircom: Alan wrote: »

foggy_lad
 
Are you not happy with the resolution I have offered? I have advised that you will not incur a cancellation charge and you are free to move, I'll also make sure that the period from when you gave 30 days notice on the 7th of May to the date to when you leave will be charged at a discounted rate (charged at the price agreed on the 7th but broke down to a daily part period charge).
 
I don’t see how you should not have any charges from the 8th of June when you currently are using eircom broadband and line and it is now up to you to arrange another provider to take your services.
 
If you are not happy with my suggested resolution then I will not be able to offer any further resolution to this matter and the case will need to be handled through the complaint you have already made.
 
Al

Firstly there is no cancellation charges as I was out of contract so was free to move anyway and if Eircom signed me into a new contract after offering me a FAKE offer then that is unlawful and unenforceable!

I am not happy with any charges from the 7th May as if I had been told the truth that day or shortly afterwards I would have left Eircom for a much cheaper alternative Maybe €20/month with Meteor. (remember that Line rental and Broadband are charged in advance!).

I have already arranged for another provider to take over from Eircom who in the past months have lied to me and delayed in investigating and attempting to resolve this issue, Seriously how long does it take to review a call recording when you are given full details of the call?? The call recording should have been reviewed within 24hours not well over a week!

Unfortunately I am not happy with your suggested resolution, I was told this cock-up on eircom's part would not cost me anything but i am being kept using a service which I was only prepared to pay for as advertised and sold to me, Because of Eircom's failure to keep their word and provide the contracted service I am now expected to pay at least €40 for a service which Should be costing me €10 as is the case with SKY.

sandin wrote: »

jaysus - sorry fogg lad, but if you wre a customer of mine and acted in a way that your posts are written, I would have told you where to go a long time ago.

If you bully people into responses, they will NEVER give in to you.

If you were a lot more polite my guess is it would have been dealt with a lot quicker and ina  way that you woudlnahve been happy, but no emplyee of any company, eircom or anyone needs the type of bully boy tactics you seem to have employed in your posts.

I'd say eircom are fairly glad you're gone from them.

Am I not entitled to get annoyed when a company lies and reneges on a contract? Am I not entitled to get annoyed when the same company drags its heels when investigating and attempting to resolve this? Should I have to "write a letter to Eircoms cancellation department giving a further 30 days notice"(as i was told yesterday) even though I had given this notice in a call on 7th May?

Eircom removed the choices which I had on 7th May by offering a service but failing to apply that offer to my account. The only thing I will accept is to move asap and owe Eircom nothing.

All my bills were paid on time and up to date until they screwed up and then their awful customer service took over! I got a bill on 17th May which did not have any reduction for the offer I should have been on, This bill was not paid as it was incorrect, it has subsequently been wiped out by the credit of €60 applied to my account but the next bill has been created and it is for the same €49.99 but shows as being €39.98 because of the remainder of the credit, so considering that billing for rental and broadband is in advance there may be nothing owed by me depending on when my services are switched to the new operator. regardless any further charges will be ignored!

eircom: Alan

foggy_lad wrote: »

Firstly there is no cancellation charges as I was out of contract so was free to move anyway and if Eircom signed me into a new contract after offering me a FAKE offer then that is unlawful and unenforceable!

I am not happy with any charges from the 7th May as if I had been told the truth that day or shortly afterwards I would have left Eircom for a much cheaper alternative Maybe €20/month with Meteor. (remember that Line rental and Broadband are charged in advance!).

I have already arranged for another provider to take over from Eircom who in the past months have lied to me and delayed in investigating and attempting to resolve this issue, Seriously how long does it take to review a call recording when you are given full details of the call?? The call recording should have been reviewed within 24hours not well over a week!

Unfortunately I am not happy with your suggested resolution, I was told this cock-up on eircom's part would not cost me anything but i am being kept using a service which I was only prepared to pay for as advertised and sold to me, Because of Eircom's failure to keep their word and provide the contracted service I am now expected to pay at least €40 for a service which Should be costing me €10 as is the case with SKY.

Am I not entitled to get annoyed when a company lies and reneges on a contract? Am I not entitled to get annoyed when the same company drags its heels when investigating and attempting to resolve this? Should I have to "write a letter to Eircoms cancellation department giving a further 30 days notice"(as i was told yesterday) even though I had given this notice in a call on 7th May?

Eircom removed the choices which I had on 7th May by offering a service but failing to apply that offer to my account. The only thing I will accept is to move asap and owe Eircom nothing.

All my bills were paid on time and up to date until they screwed up and then their awful customer service took over! I got a bill on 17th May which did not have any reduction for the offer I should have been on, This bill was not paid as it was incorrect, it has subsequently been wiped out by the credit of €60 applied to my account but the next bill has been created and it is for the same €49.99 but shows as being €39.98 because of the remainder of the credit, so considering that billing for rental and broadband is in advance there may be nothing owed by me depending on when my services are switched to the new operator. regardless any further charges will be ignored!

[font=Times New Roman","serif]foggy_lad

Are you reading my replies to your messages?

 I had replied over boards and twitter as you had hung up on a call with me yesterday before I could clarify what we can do to arrange a resolution to this. At this point it does not seem as though there is anything I can do resolve this in your eyes.[/font]

• [font=Times New Roman","serif]Contrary to your above message I specifically said yesterday that you do not need to send a letter of notice to cancellation in this case.[/font]

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• [font=Times New Roman","serif]I have advised that you will not be charged the cancellation charge which is normall charged when a 30days notice period is not give.[/font]

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• [font=Times New Roman","serif]It is now up to you to arrange another provider to take over this account yet your services are still with eircom (as you do not want me to close down the account because you need an active account to transfer to another provider) yet you are complaining that you will be charged for this service that you are currently using until you transfer to another provider?? I have even advised you that I am willing to give you a discount for the days your are with eircom until another provider takes your services.[/font]

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I will need to know if you accept this resolution before I can arrange this. If you are not happy with this resolution then I will comment no further on this issue and you will need to arrange another resolution with through one of the complaints you have made already to eircom complaints departmens and not here on this boards.ie page.

Al



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