Customer Service refusing to transfer me to a supervisor!

tylerdylan

I am currently on hold with customer service. Vincent in Cork is refusing to let me speak to a supervisor advising that all supervisors and or managers are currently not there.

I have called 4 times for the last 4 months regarding my issue and have been assured an Eircom rep would call me . To which this has not happened. Vincent has refused to transfer me and has now actually hung up on me
I am shocked to say the least that an employee would treat a customer like this.

Please contact me directly as this is  disgraceful behaviour by your staff

thanks
Sonja

dinorebel

tylerdylan wrote: »

I am currently on hold with customer service. Vincent in Cork is refusing to let me speak to a supervisor advising that all supervisors and or managers are currently not there.

I have called 4 times for the last 4 months regarding my issue and have been assured an Eircom rep would call me . To which this has not happened. Vincent has refused to transfer me and has now actually hung up on me
I am shocked to say the least that an employee would treat a customer like this.

Please contact me directly as this is  disgraceful behaviour by your staff

thanks
Sonja

Usual behavior from eircom to be fair four different reps told me a supervisor was unavailable on one call alone.

tylerdylan

dinorebel wrote: »

tylerdylan wrote: »

I am currently on hold with customer service. Vincent in Cork is refusing to let me speak to a supervisor advising that all supervisors and or managers are currently not there.

I have called 4 times for the last 4 months regarding my issue and have been assured an Eircom rep would call me . To which this has not happened. Vincent has refused to transfer me and has now actually hung up on me
I am shocked to say the least that an employee would treat a customer like this.

Please contact me directly as this is  disgraceful behaviour by your staff

thanks
Sonja

Usual behavior from eircom to be fair four different reps told me a supervisor was unavailable on one call alone.

This chap even refused to give me his surname  said he wasn't obliged! but to actually hang up is so rude. 

The Glass Key

Just ask for the number you need to call to register a formal complaint. Then call it and complain.

Corkbah

dinorebel wrote: »

tylerdylan wrote: »

I am currently on hold with customer service. Vincent in Cork is refusing to let me speak to a supervisor advising that all supervisors and or managers are currently not there.

I have called 4 times for the last 4 months regarding my issue and have been assured an Eircom rep would call me . To which this has not happened. Vincent has refused to transfer me and has now actually hung up on me
I am shocked to say the least that an employee would treat a customer like this.

Please contact me directly as this is  disgraceful behaviour by your staff

thanks
Sonja

Usual behavior from eircom to be fair four different reps told me a supervisor was unavailable on one call alone.

even if you do get transferred to a "supervisor" …ensure you get his/her full name (its not unheard of for people to team up and simply transfer to another customer service rep with a view to fobbing people off)….. I've been the victim of this in the past and only because I followed up with the persons name was it discovered that it was another employee faking as a supervisor and both members of the team were sacked (so I was told) …. my experience was not with Eircom though…but they could be using the same call centres …who knows.

tylerdylan

Corkbah wrote: »

dinorebel wrote: »

tylerdylan wrote: »

I am currently on hold with customer service. Vincent in Cork is refusing to let me speak to a supervisor advising that all supervisors and or managers are currently not there.

I have called 4 times for the last 4 months regarding my issue and have been assured an Eircom rep would call me . To which this has not happened. Vincent has refused to transfer me and has now actually hung up on me
I am shocked to say the least that an employee would treat a customer like this.

Please contact me directly as this is  disgraceful behaviour by your staff

thanks
Sonja

Usual behavior from eircom to be fair four different reps told me a supervisor was unavailable on one call alone.

even if you do get transferred to a "supervisor" …ensure you get his/her full name (its not unheard of for people to team up and simply transfer to another customer service rep with a view to fobbing people off)….. I've been the victim of this in the past and only because I followed up with the persons name was it discovered that it was another employee faking as a supervisor and both members of the team were sacked (so I was told) …. my experience was not with Eircom though…but they could be using the same call centres …who knows.

Sure will they even give a surname? Vincent certainly wouldn't 

Kali_Kalika

tylerdylan wrote: »

I am currently on hold with customer service. Vincent in Cork is refusing to let me speak to a supervisor advising that all supervisors and or managers are currently not there.

I have called 4 times for the last 4 months regarding my issue and have been assured an Eircom rep would call me . To which this has not happened. Vincent has refused to transfer me and has now actually hung up on me
I am shocked to say the least that an employee would treat a customer like this.

Please contact me directly as this is  disgraceful behaviour by your staff

thanks
Sonja

Sorry I cant help you but I've had similar woes with them. I too posted here out of frustration of having my time wasted on the phone - being hung up on, and being left on hold (serveral times) with no one returning (waiting 10-15+ minutes on hold!) - Went onto their own websites live chat - got closed down there on the first attempt - second attempt just as bad! Its shameful really. I've worked in quite a few call centres and based on my own experience and what you reported - if myself or anyone I worked with (also in telecoms) we would have been fired and out the door immediately - its shocking what passes for customer service these days. I've posted a rant of my own experiences (Last Resort) on this Ask Eircom forum today - doubt it will get me anywhere but it certainly lowered the blood pressure a few points just writing it to get it off my chest! Good luck (I think you'll need it!)

tylerdylan

Kali_Kalika wrote: »

tylerdylan wrote: »

I am currently on hold with customer service. Vincent in Cork is refusing to let me speak to a supervisor advising that all supervisors and or managers are currently not there.

I have called 4 times for the last 4 months regarding my issue and have been assured an Eircom rep would call me . To which this has not happened. Vincent has refused to transfer me and has now actually hung up on me
I am shocked to say the least that an employee would treat a customer like this.

Please contact me directly as this is  disgraceful behaviour by your staff

thanks
Sonja

Sorry I cant help you but I've had similar woes with them. I too posted here out of frustration of having my time wasted on the phone - being hung up on, and being left on hold (serveral times) with no one returning (waiting 10-15+ minutes on hold!) - Went onto their own websites live chat - got closed down there on the first attempt - second attempt just as bad! Its shameful really. I've worked in quite a few call centres and based on my own experience and what you reported - if myself or anyone I worked with (also in telecoms) we would have been fired and out the door immediately - its shocking what passes for customer service these days. I've posted a rant of my own experiences (Last Resort) on this Ask Eircom forum today - doubt it will get me anywhere but it certainly lowered the blood pressure a few points just writing it to get it off my chest! Good luck (I think you'll need it!)

And they wonder why folks leave !

eircom: Mark

tylerdylan wrote: »

I am currently on hold with customer service. Vincent in Cork is refusing to let me speak to a supervisor advising that all supervisors and or managers are currently not there.

I have called 4 times for the last 4 months regarding my issue and have been assured an Eircom rep would call me . To which this has not happened. Vincent has refused to transfer me and has now actually hung up on me
I am shocked to say the least that an employee would treat a customer like this.

Please contact me directly as this is  disgraceful behaviour by your staff

thanks
Sonja

Hi tylerdylan

I very sorry to hear about the issues you have been having with the support centres. If you would like to PM your details and issue we can look into that for you.

Mark

Kali_Kalika

tylerdylan wrote: »

Kali_Kalika wrote: »

tylerdylan wrote: »

I am currently on hold with customer service. Vincent in Cork is refusing to let me speak to a supervisor advising that all supervisors and or managers are currently not there.

I have called 4 times for the last 4 months regarding my issue and have been assured an Eircom rep would call me . To which this has not happened. Vincent has refused to transfer me and has now actually hung up on me
I am shocked to say the least that an employee would treat a customer like this.

Please contact me directly as this is  disgraceful behaviour by your staff

thanks
Sonja

Sorry I cant help you but I've had similar woes with them. I too posted here out of frustration of having my time wasted on the phone - being hung up on, and being left on hold (serveral times) with no one returning (waiting 10-15+ minutes on hold!) - Went onto their own websites live chat - got closed down there on the first attempt - second attempt just as bad! Its shameful really. I've worked in quite a few call centres and based on my own experience and what you reported - if myself or anyone I worked with (also in telecoms) we would have been fired and out the door immediately - its shocking what passes for customer service these days. I've posted a rant of my own experiences (Last Resort) on this Ask Eircom forum today - doubt it will get me anywhere but it certainly lowered the blood pressure a few points just writing it to get it off my chest! Good luck (I think you'll need it!)

And they wonder why folks leave !

The scary part is - I'm frantically trying to JOIN them! Eeeek! That surely has to tell you how bad my current broadband is that I'm begging for more hassles!

stezie

Had same issue this morning. felt like i was getting no where on the call, so asked for supervisor. turns out the supervisors are unavailable and in a meetings any time you ask for them

tylerdylan

stezie wrote: »

Had same issue this morning. felt like i was getting no where on the call, so asked for supervisor. turns out the supervisors are unavailable and in a meetings any time you ask for them

That must be the party line so   lol  in a meeting!

tylerdylan

eircom: Mark wrote: »

tylerdylan wrote: »

I am currently on hold with customer service. Vincent in Cork is refusing to let me speak to a supervisor advising that all supervisors and or managers are currently not there.

I have called 4 times for the last 4 months regarding my issue and have been assured an Eircom rep would call me . To which this has not happened. Vincent has refused to transfer me and has now actually hung up on me
I am shocked to say the least that an employee would treat a customer like this.

Please contact me directly as this is  disgraceful behaviour by your staff

thanks
Sonja

Hi tylerdylan

I very sorry to hear about the issues you have been having with the support centres. If you would like to PM your details and issue we can look into that for you.

Mark

PM sent

kincaid

we got our first bill today and can say we are not happy, mistakes made by Eircom but trying to make us pay for them... Spent quite a while on the phone before i even got to speak to someone, so annoying....
I asked to be put through to the supervisor but no could do....SOMETHING VERY WRONG HERE...
i'm very disappointed so far and this is only the beginning and Far from happy with Eircom.:mad:

The Glass Key

kincaid wrote: »

we got our first bill today and can say we are not happy, mistakes made by Eircom but trying to make us pay for them... Spent quite a while on the phone before i even got to speak to someone, so annoying....
I asked to be put through to the supervisor but no could do....SOMETHING VERY WRONG HERE...
i'm very disappointed so far and this is only the beginning and Far from happy with Eircom.:mad:

I have had several issues with Eircom and their totally useless support, in each case the issue was solved by registering an official complaint and then escalating the issue to comreg. Eircom seem to react very quickly when a complaint has gone to comreg.

eircom: Mark

tylerdylan wrote: »

eircom: Mark wrote: »

tylerdylan wrote: »

I am currently on hold with customer service. Vincent in Cork is refusing to let me speak to a supervisor advising that all supervisors and or managers are currently not there.

I have called 4 times for the last 4 months regarding my issue and have been assured an Eircom rep would call me . To which this has not happened. Vincent has refused to transfer me and has now actually hung up on me
I am shocked to say the least that an employee would treat a customer like this.

Please contact me directly as this is  disgraceful behaviour by your staff

thanks
Sonja

Hi tylerdylan

I very sorry to hear about the issues you have been having with the support centres. If you would like to PM your details and issue we can look into that for you.

Mark

PM sent

Hi tylerdylan

 I got your PM thanks, again I apologise for the agent refusing to transfer the call to a supervisor. I have been advised the issue can be escalated as an official complaint if you would like to PM the number to do so?

Thanks, Mark

greenpilot

glad to see others are as happy as me with eircom, NOT. they without doubt have the worst customer service ever. They are constantly rude and hang up when they can't answer questions. Supervisors always busy or when they do come on the phone just as unhelpful as staff!! our line constantly has faults. they sent out 2 guys before to fix it which made it worst. When you pick up phone there is about a 9 second delay to get a tone now!! i will be cancelling my line its ridiculous paying for a service you don't get especially for staff who are supposed to help you are so rude when you do get through to the.

eircom: Tony

greenpilot wrote: »

glad to see others are as happy as me with eircom, NOT. they without doubt have the worst customer service ever. They are constantly rude and hang up when they can't answer questions. Supervisors always busy or when they do come on the phone just as unhelpful as staff!! our line constantly has faults. they sent out 2 guys before to fix it which made it worst. When you pick up phone there is about a 9 second delay to get a tone now!! i will be cancelling my line its ridiculous paying for a service you don't get especially for staff who are supposed to help you are so rude when you do get through to the.

Hi kincaid, greenpilot and The Glass Key
though this particular thread has highlighted difficulty in contacting our care centre and in speaking with supervisors, this is certainly not the norm. Neither is this acceptable, I have passed this information on to our support and call centre management to make them aware of all your comments...having worked within a number of centres myself, I do know that supervisors may not always be available to take calls as they are likely dealing with other calls at the time...
This is no excuse however, just an explanation why it is often difficult to speak with a supervisor..
 
I can certainly take care of your query here for you, and will get you a response immediately..
Would you mind PM'ing me your Phone or account number and I will be back to you as soon as I can.

Tony

dinorebel

eircom: Tony wrote: »

greenpilot wrote: »

glad to see others are as happy as me with eircom, NOT. they without doubt have the worst customer service ever. They are constantly rude and hang up when they can't answer questions. Supervisors always busy or when they do come on the phone just as unhelpful as staff!! our line constantly has faults. they sent out 2 guys before to fix it which made it worst. When you pick up phone there is about a 9 second delay to get a tone now!! i will be cancelling my line its ridiculous paying for a service you don't get especially for staff who are supposed to help you are so rude when you do get through to the.

Hi kincaid, greenpilot and The Glass Key
though this particular thread has highlighted difficulty in contacting our care centre and in speaking with supervisors, this is certainly not the norm. Neither is this acceptable, I have passed this information on to our support and call centre management to make them aware of all your comments...having worked within a number of centres myself, I do know that supervisors may not always be available to take calls as they are likely dealing with other calls at the time...
This is no excuse however, just an explanation why it is often difficult to speak with a supervisor..
 
I can certainly take care of your query here for you, and will get you a response immediately..
Would you mind PM'ing me your Phone or account number and I will be back to you as soon as I can.

Tony

This is just not true ask to speak to a supervisor and you will get a combination of none are available/they are in a meeting/being transferred to another agent/hung up on/lied to about supervisors only being able to call you back rather than talk now(this happened today).I've had enough and am going to change to vodafone and to be honest eircom can go f... themselves as far as our new contract is concerned.

Boards.ie: Niamh

Warning issued to dinorebel for abuse in that last post. Please be mindful of how you speak to reps in this and any other Talk To forum.

dinorebel

Boards.ie: Niamh wrote: »

Warning issued to dinorebel for abuse in that last post. Please be mindful of how you speak to reps in this and any other Talk To forum.

Maybe eircom should get a warning for how they treat customers.

I'm sorry for swearing but the rest of the post is factual.

Boards.ie: Niamh

Do not question or talk about Mod actions on-thread; you are here long enough to know this dinorebel.

greenpilot

.... It gets better, I reported the fault and then I received a call at 1.45pm from an engineer who said he was calling to my house, at the wrong address. As I was working, obviously not at home. I told him i would not be able to be at home until after 5pm as I had no notice. He then told me that "It did not suit him" and that i would have to report the fault all over again in order to get my phone fixed.
I told him that it was ridiculous that he had given no notice I asked him why I needed to report the fault again.
His reply was "Its up to you, thats the way it works"
I then received a text message today at 12.pm for me to ring a number to book a time for an engineer to call.......A DAY AFTER I spoke to the engineer.

Eircom, you're sense of entitlement and arrogance is outstanding. 

We are canceling our land line with you tomorrow. Skype is a wonderful thing.

Stuart085

greenpilot wrote: »

.... It gets better, I reported the fault and then I received a call at 1.45pm from an engineer who said he was calling to my house, at the wrong address. As I was working, obviously not at home. I told him i would not be able to be at home until after 5pm as I had no notice. He then told me that "It did not suit him" and that i would have to report the fault all over again in order to get my phone fixed.
I told him that it was ridiculous that he had given no notice I asked him why I needed to report the fault again.
His reply was "Its up to you, thats the way it works"
I then received a text message today at 12.pm for me to ring a number to book a time for an engineer to call.......A DAY AFTER I spoke to the engineer.

Eircom, you're sense of entitlement and arrogance is outstanding. 

We are canceling our land line with you tomorrow. Skype is a wonderful thing.

Skype still requires an Internet connection!

greenpilot

Stuart085 wrote: »

greenpilot wrote: »

.... It gets better, I reported the fault and then I received a call at 1.45pm from an engineer who said he was calling to my house, at the wrong address. As I was working, obviously not at home. I told him i would not be able to be at home until after 5pm as I had no notice. He then told me that "It did not suit him" and that i would have to report the fault all over again in order to get my phone fixed.
I told him that it was ridiculous that he had given no notice I asked him why I needed to report the fault again.
His reply was "Its up to you, thats the way it works"
I then received a text message today at 12.pm for me to ring a number to book a time for an engineer to call.......A DAY AFTER I spoke to the engineer.

Eircom, you're sense of entitlement and arrogance is outstanding. 

We are canceling our land line with you tomorrow. Skype is a wonderful thing.

Skype still requires an Internet connection!

I dont get my internet connection through eircom, Stuart. We have had wireless for the last 6 years-a technology which some folks sometimes forget about. Eircom decided not to upgrade our local exchange, so most of the community are with Westnet, a local and most excellent Company, Stuart. Wireless, Stuart...wireless.

Stuart085

greenpilot wrote: »

I dont get my internet connection through eircom, Stuart. We have had wireless for the last 6 years-a technology which some folks sometimes forget about. Eircom decided not to upgrade our local exchange, so most of the community are with Westnet, a local and most excellent Company, Stuart. Wireless, Stuart...wireless.

Unfortunately, I'm stuck with 1.7mb ADSL for which Eircom is the provider. There's no point me switching to another ADSL provider as it won't improve anything for me. Wish I could get wireless

eircom: Alan

greenpilot wrote: »

.... It gets better, I reported the fault and then I received a call at 1.45pm from an engineer who said he was calling to my house, at the wrong address. As I was working, obviously not at home. I told him i would not be able to be at home until after 5pm as I had no notice. He then told me that "It did not suit him" and that i would have to report the fault all over again in order to get my phone fixed.
I told him that it was ridiculous that he had given no notice I asked him why I needed to report the fault again.
His reply was "Its up to you, thats the way it works"
I then received a text message today at 12.pm for me to ring a number to book a time for an engineer to call.......A DAY AFTER I spoke to the engineer.

Eircom, you're sense of entitlement and arrogance is outstanding. 

We are canceling our land line with you tomorrow. Skype is a wonderful thing.

Hi greenpilot

I'm very sorry for the inconvenience this has caused. I agree you should have been given more time to arrange things for this appointment.

Have you contacted the number advised to re-arrange this appointment?

Thanks

Al

greenpilot

eircom: Alan wrote: »

Hi greenpilot

I'm very sorry for the inconvenience this has caused. I agree you should have been given more time to arrange things for this appointment.

Have you contacted the number advised to re-arrange this appointment?

Thanks

Al

No thanks Alan, we are done. Our money is too hard earned.

davo2001

Or in my case they say they will transfer you, put you on hold and then hang up!

eircom: Tony

davo2001 wrote: »

Or in my case they say they will transfer you, put you on hold and then hang up!

H davo2001
This should obviously never happen. Can you advise me when this happened, approximate day or time I can check to see if there were any reasons for this to happen.. If you PM me your details, I can look into this for you.
Tony  

tylerdylan

Here we are again the same issue. On hold for 20 mins today and when got talking to a customer service rep he wouldn't pass me to a supervisor. Imagine. He is in the Dublin office and said not one team leader or supervisor in the building. Nor would he give me his full name and when I asked for the supervisor again he said nope and hung up. Yes folks hung up. What can I say. Imagine a company the size of eircom allowing their staff to carry on like that. Can a rep from here please give me the complaints dept contact details. This has gone on long enough. 

Mountain Rescue

They are a complete shambles,Iv taken 2 days off work waiting to get a new cable run to my house and broadband installed,never have I dealt with such useless, lying call centre staff,that's 2different women in the 1day that have done absolutely nothing,going to get on to them tomorrow for 1 last time before I take it to comreg,going to record the calls so when I do make my complaint I will have all names times and content and to top it all of it been sent a bill already when I don't even have a line installed
Please please please stay away from eircom

roro2

tylerdylan wrote: »

Here we are again the same issue. On hold for 20 mins today and when got talking to a customer service rep he wouldn't pass me to a supervisor. Imagine. He is in the Dublin office and said not one team leader or supervisor in the building. Nor would he give me his full name and when I asked for the supervisor again he said nope and hung up. Yes folks hung up. What can I say. Imagine a company the size of eircom allowing their staff to carry on like that. Can a rep from here please give me the complaints dept contact details. This has gone on long enough. 

Just a word of warning - 10 working days for a complaint to be investigated apparently, with no guarantee they'll actually do anything - I've been there. It's still better than the 3 months I've been waiting for any info from the customer service team (or any help from a rep on this forum).