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Worst customer service ever!!!

JenJen123 · 2013-09-29 18:52:12

Is it just me or does anyone else find the eircom customer service awful?! I've been trying to get broadband into our house for over a month now and they've been useless!! I first rang to order the efibre on the 18th August. The sales person told me to just get the normal broadband first (as that would be up and running in…

29-09-2013 6:52pm

#1

JenJen123

Registered Users, Registered Users 2 Posts: 9 ✭

Join Date: February 2013

Posts: 7

Is it just me or does anyone else find the eircom customer service awful?! I've been trying to get broadband into our house for over a month now and they've been useless!!

I first rang to order the efibre on the 18th August. The sales person told me to just get the normal broadband first (as that would be up and running in two weeks) and then order the upgrade to efibre.

After two weeks I heard nothing so I rang them again. They had no record of my order at all!! So I placed another order this time for efibre and I was told someone would be out to install it on the 10th September. However later on that day I got a call to change the date to the 19th September. I also received a letter and a text message to confirm the date of the 19th...

So I took the 19th off work and I stayed at home all day waiting for eircom to arrive! By 4:30pm no one had arrived so I called eircom again. This time I was told that on their system my installation date is the 7th October!!!! I asked to speak to a manager to be told I couldn't but they would send an email to the manager about my problem and get him to ring me within 24hours.... I never got a call back!

I also sent a complaint via email... That has also been ignored!

Has anyone else had problems like this with eircom?? Just using my phone for Internet access is driving me mad!

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#2 30-09-2013 10:53am

dave1982

Registered Users, Registered Users 2 Posts: 4,604 ✭✭✭

Join Date: January 2006

Posts: 4357

JenJen123 wrote: »

Is it just me or does anyone else find the eircom customer service awful?! I've been trying to get broadband into our house for over a month now and they've been useless!!

I first rang to order the efibre on the 18th August. The sales person told me to just get the normal broadband first (as that would be up and running in two weeks) and then order the upgrade to efibre.

After two weeks I heard nothing so I rang them again. They had no record of my order at all!! So I placed another order this time for efibre and I was told someone would be out to install it on the 10th September. However later on that day I got a call to change the date to the 19th September. I also received a letter and a text message to confirm the date of the 19th...

So I took the 19th off work and I stayed at home all day waiting for eircom to arrive! By 4:30pm no one had arrived so I called eircom again. This time I was told that on their system my installation date is the 7th October!!!! I asked to speak to a manager to be told I couldn't but they would send an email to the manager about my problem and get him to ring me within 24hours.... I never got a call back!

I also sent a complaint via email... That has also been ignored!

Has anyone else had problems like this with eircom?? Just using my phone for Internet access is driving me mad!

Same thing as you

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#3 30-09-2013 10:57am

JenJen123

Registered Users, Registered Users 2 Posts: 9 ✭

Join Date: February 2013

Posts: 7

dave1982 wrote: »

Same thing as you

I'm starting to look at other providers! In comparison we rang UPC to put it my mother in laws house and they were out within 2 days. Fantastic service!

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#4 30-09-2013 11:22am

mdwexford

Registered Users, Registered Users 2 Posts: 11,286 ✭✭✭✭

Join Date: July 2004

Posts: 10973

Sounds about right, it is a complete joke.

The no record of the call has happened to me a couple of times as well, so frustrating.

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#5 30-09-2013 12:12pm

eircom: Alan

Closed Accounts Posts: 6,831 ✭✭✭

Join Date: October 2012

Posts: 6748

JenJen123 wrote: »

Is it just me or does anyone else find the eircom customer service awful?! I've been trying to get broadband into our house for over a month now and they've been useless!!

I first rang to order the efibre on the 18th August. The sales person told me to just get the normal broadband first (as that would be up and running in two weeks) and then order the upgrade to efibre.

After two weeks I heard nothing so I rang them again. They had no record of my order at all!! So I placed another order this time for efibre and I was told someone would be out to install it on the 10th September. However later on that day I got a call to change the date to the 19th September. I also received a letter and a text message to confirm the date of the 19th...

So I took the 19th off work and I stayed at home all day waiting for eircom to arrive! By 4:30pm no one had arrived so I called eircom again. This time I was told that on their system my installation date is the 7th October!!!! I asked to speak to a manager to be told I couldn't but they would send an email to the manager about my problem and get him to ring me within 24hours.... I never got a call back!

I also sent a complaint via email... That has also been ignored!

Has anyone else had problems like this with eircom?? Just using my phone for Internet access is driving me mad!

Hi JenJen123

I have sent you a PM on this matter,

Thanks

Al

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#6 30-09-2013 1:26pm

JenJen123

Registered Users, Registered Users 2 Posts: 9 ✭

Join Date: February 2013

Posts: 7

Hi Alan

I have no PM from you....

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#7 01-10-2013 10:02pm

JenJen123

Registered Users, Registered Users 2 Posts: 9 ✭

Join Date: February 2013

Posts: 7

Still no PM..... Another example of great customer service from eircom!

0
#8 02-10-2013 7:16am

Grab All Association

Registered Users, Registered Users 2 Posts: 3,926 ✭✭✭

Join Date: June 2013

Posts: 3393

JenJen123 wrote: »

Still no PM..... Another example of great customer service from eircom!

eircom operates a customer service guarantee. The service guarantee states that where eircom does not meet targets in relation to installation and fault repair customers may be entitled to a rebate as follows: Installation: if eircom fails to install a line within 10 working days of eircom agreement to do so the customer can claim a credit of two months free line rental. - See more at: http://www.askcomreg.ie/tell_us/universal_service_obligation___what_it_means_for_your_phone_service.264.LE.asp#sthash.ulibJcuL.dpuf

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#9 02-10-2013 7:59am

eircom: Alan

Closed Accounts Posts: 6,831 ✭✭✭

Join Date: October 2012

Posts: 6748

JenJen123 wrote: »

Is it just me or does anyone else find the eircom customer service awful?! I've been trying to get broadband into our house for over a month now and they've been useless!!

I first rang to order the efibre on the 18th August. The sales person told me to just get the normal broadband first (as that would be up and running in two weeks) and then order the upgrade to efibre.

After two weeks I heard nothing so I rang them again. They had no record of my order at all!! So I placed another order this time for efibre and I was told someone would be out to install it on the 10th September. However later on that day I got a call to change the date to the 19th September. I also received a letter and a text message to confirm the date of the 19th...

So I took the 19th off work and I stayed at home all day waiting for eircom to arrive! By 4:30pm no one had arrived so I called eircom again. This time I was told that on their system my installation date is the 7th October!!!! I asked to speak to a manager to be told I couldn't but they would send an email to the manager about my problem and get him to ring me within 24hours.... I never got a call back!

I also sent a complaint via email... That has also been ignored!

Has anyone else had problems like this with eircom?? Just using my phone for Internet access is driving me mad!

Apologies about this JenJen123

Please PM me your account details and I'll get back to you this morning.

Thanks

Al

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#10 02-10-2013 8:07am

JenJen123

Registered Users, Registered Users 2 Posts: 9 ✭

Join Date: February 2013

Posts: 7

Chris___ wrote: »

eircom operates a customer service guarantee. The service guarantee states that where eircom does not meet targets in relation to installation and fault repair customers may be entitled to a rebate as follows: Installation: if eircom fails to install a line within 10 working days of eircom agreement to do so the customer can claim a credit of two months free line rental. - See more at: http://www.askcomreg.ie/tell_us/universal_service_obligation___what_it_means_for_your_phone_service.264.LE.asp#sthash.ulibJcuL.dpuf

Thanks for that Chris

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#11 02-10-2013 10:11pm

dave1982

Registered Users, Registered Users 2 Posts: 4,604 ✭✭✭

Join Date: January 2006

Posts: 4357

Chris___ wrote: »

JenJen123 wrote: »

Still no PM..... Another example of great customer service from eircom!

eircom operates a customer service guarantee. The service guarantee states that where eircom does not meet targets in relation to installation and fault repair customers may be entitled to a rebate as follows: Installation: if eircom fails to install a line within 10 working days of eircom agreement to do so the customer can claim a credit of two months free line rental. - See more at: http://www.askcomreg.ie/tell_us/universal_service_obligation___what_it_means_for_your_phone_service.264.LE.asp#sthash.ulibJcuL.dpuf

Can a eircom rep confirm this?

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#12 09-10-2013 2:22pm

JenJen123

Registered Users, Registered Users 2 Posts: 9 ✭

Join Date: February 2013

Posts: 7

Just been given a new installation date of the 31st October!!!!! First rang looking for broadband on the 18th AUGUST!!!! This company is a joke!

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#13 09-10-2013 6:25pm

Grab All Association

Registered Users, Registered Users 2 Posts: 3,926 ✭✭✭

Join Date: June 2013

Posts: 3393

JenJen123 wrote: »

Just been given a new installation date of the 31st October!!!!! First rang looking for broadband on the 18th AUGUST!!!! This company is a joke!

Be sure to ask for your rebate of two months free line rental

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#14 31-10-2013 2:22pm

JenJen123

Registered Users, Registered Users 2 Posts: 9 ✭

Join Date: February 2013

Posts: 7

So finally got Internet installed today!!!! After a two and a half months wait!!! And it's not working!!!!!! Eircom is the biggest joke of a company I've ever come across

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#15 31-10-2013 3:08pm

eircom: Mark

Closed Accounts Posts: 3,441 ✭✭✭

Join Date: November 2009

Posts: 3434

JenJen123 wrote: »

So finally got Internet installed today!!!! After a two and a half months wait!!! And it's not working!!!!!! Eircom is the biggest joke of a company I've ever come across

Hi JenJen123

I see you did not have the account details to hand when you PM'd us on the 3/10/13

Can you send on the telephone number so we can chase this up with technical support.

Thanks, Mark

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