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Service level - very poor....

  • 21-09-2013 2:32pm
    #1
    pjmn
    Registered Users, Registered Users 2 Posts: 1,072 ✭✭✭


    a) new tenants moved in to my apartment yesterday...

    b) rang EI this morning with all relevant details - day & night readings - EI account no. and MPRN no. and new tenants details...

    c) weaved my way through the myriad of options and eventually got speaking with a Representative - who advised me that she wouldn't be able to process the request as 'the system was down'... {which is fair enough, as these things happen}, however...

    d) she refused to take all the details from me and code them in when the system came back - instead I've been told I have to phone back again on Monday!!!

    e) and the real gem (as she followed whatever autocue is in front of her) - she gleefully asked me 'if there was anything else' she could do for me.  I pointed that that the word 'else' implied she had actually done something in the first place!!!

    Never bothered before to look for another electricity supplier - but perhaps now is the time.....  :mad:


Comments

  • #2
    EI: Aoife O
    Closed Accounts Posts: 282 ✭✭EI: Aoife O


    Hi pjmn,

    I'm very sorry to read that you are unhappy with your customer experience. I regret that the system which allows us to process supplier switches or price plans was down on Saturday. I understand that may have been an inconvenience to you, and I apologise. Due to data protection guidelines however, we are unable to record customer's information to process changes on their account at a later stage.

    I can arrange a callback for you today from our Sales department if you wish? I would need you to PM the Electric Ireland Reps account with the account information, and your name and telephone number. A callback can be arranged for a time that suits you.

    If you have any questions on the above, please let me know.

    Kind regards,
    Aoife


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