EFibre Order - Going around in circles

Willbbz

Howdy folks

Have a predicament I need sorted and finding it very difficult to get a resolution from the customer support line.

On the 5th I placed an order online as a new customer for eFibre.

On the 6th I missed a phone call from Eircom but called the number back directly. Was put through customer service and explained I had missed the call and the lad on the phone said he couldn't find my order on the system. So I said it's grand, will just re-order over the phone and transferred to sales.

Done. Was told phone line would be ready within 3 days and broadband will be active by the 10th
(Turns out phone line was active after 2 days and broadband was working after 2 days also. Woo!)

In this time I received the call from the person I had missed a call from previously. I said I called back up and now have an account. She said she would sort my appointment which we agreed on the 17th. She did say technicians were busy and would call me back if the appointment date changed.

Then a technician comes out to my house. Not an eFibre one however but a guy that said he was to install a new phone line. I told him my phone line is fine, no point in installing a second one. He said must have been an error and went on his way.

Phoned back up as I was instructed to call back when everything was working and to organise a technician appointment. No record of a technition appointment. Said something along the lines of there were some problems with eFibre orders after the 5th of June and that someone would call me back (this was on the 11th)

I said thats fine. Hopefully be able to get it sorted in the next 3 days.

It's now the 17th (the day the technician was supposed to come out) and no sign so I call Eircom.

Transferred back and forth between people everytime I state I'm looking for someone to organise getting a technician out to my house.

Am told that there was an appointment scheduled for the 16th of June (Dafuq?) but the system says it's down as an error. He'll call me back in an hour

4 hours pass. Eircom Tracey advises me to call back via twitter. I call back. Transferred quite a bit before the automated system says reps are too busy and to call back later.

Call back again. Lad says its down on the system as an error. That I should be waiting for a call from somebody from Backlog(?)

I said is there a time frame I can expect a call as I've been waiting quite a bit for this. He says he'll transfer me to somebody who may be able to help.

In the queue. Must have been a big queue as the automated system says would I like to organise a call back. I said yes, provided phone number and realise that the person who I'm about to speak with is not going to have any idea about the whole situation as I've never spoken to this person and there's quite a lot of points of contact. Even two account numbers (one for regular broadband and one for eFibre) so notes on one of these accounts won't be enough.

I understand it must absolutely hectic at Eircom with all the eFibre orders being made but I just want a date and time a technician can do his thing. It's kinda difficult to get through to somebody who can organise this however

I'm going to need some suggestions on what I should do as I'm kinda lost now.

Also to note I received this letter today stating my technician call out time. Helpful right? :P
http://i.imgur.com/GnoJnDH.jpg

Eircom eFibre account number is 10697135 with order number 146484

Other account is 79391038 with order number 4652967P

eircom: Tracey

Hi Willbbz,

Sorry to hear about all the issues you are having with your Fibre order.

I have looked at your order and I can confirm there is an error with it hence why it is not been completed, my apologises for this.
I have sent it off to the technicians escalation team to resolve it and get a new appointment assigned to it.

I will come back to you as soon as they come back to me.

Sorry for any inconvenience caused.

Thanks

Tracey

Willbbz

Thanks Tracey

eircom: Tracey

No problem at all. 

Could you please PM me your date of birth? 

Thanks 

Tracey

Willbbz

Sent

eircom: Tracey

Thanks very much. 

I have sent you a PM there.

Thanks 

Tracey