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eircom disconnected our business through their fault

  • 14-11-2013 4:52pm
    #1
    Tabnabs
    Moderators, Recreation & Hobbies Moderators, Sports Moderators Posts: 15,788 Mod ✭✭✭✭


    Eircom disconnected our broadband line in work today. We did not request this nor is it a billing issue. We have spent over three hours (!!) today being shoved from pillar to post with no outcome. We have been laughed at and asked "well what would you do in a natural disaster scenario"?

    This is a business using email, electronic banking, remote monitoring and urgent H&S issues.

    We have spoken to 8 eircom reps on the phone.

    Eirom switched our line off in error but will not switch it back on. Business customers beware of this customer service.


Comments

  • #2
    scargill
    Registered Users, Registered Users 2 Posts: 1,684 ✭✭✭scargill


    That's good of them to test your Disaster Recovery plans. You should be thankful!


  • #3
    testicle
    Closed Accounts Posts: 5,429 ✭✭✭testicle


    So, what would you do in the event of a natural disaster. You've no DR procedure or plans?


  • #4
    323
    Registered Users, Registered Users 2 Posts: 1,140 ✭✭✭323


    Had similar happen twice a few years ago when still with Eircom. But instead of the smart ass remark you got, got passed around numerous reps until eventually would be left on hold. On one occasion one rep said he was very busy and hung up on me.

    Changed provider and not had a single problems since.

    “Follow the trend lines, not the headlines,”



  • #5
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Tabnabs wrote: »
    Eircom disconnected our broadband line in work today. We did not request this nor is it a billing issue. We have spent over three hours (!!) today being shoved from pillar to post with no outcome. We have been laughed at and asked "well what would you do in a natural disaster scenario"?

    This is a business using email, electronic banking, remote monitoring and urgent H&S issues.

    We have spoken to 8 eircom reps on the phone.  

    Eirom switched our line off in error but will not switch it back on. Business customers beware of this customer service.

    [font=Times New Roman","serif]HI Tabnabs

    I'm really sorry to hear of this and of course sorry to hear of the disappointing level or customer service offered in response. Have you got any further with this yet or does the issue still remain?

    Thanks

    Al[/font]


  • #6
    Tabnabs
    Moderators, Recreation & Hobbies Moderators, Sports Moderators Posts: 15,788 Mod ✭✭✭✭Tabnabs


    eircom: Alan wrote: »
    Tabnabs wrote: »
    Eircom disconnected our broadband line in work today. We did not request this nor is it a billing issue. We have spent over three hours (!!) today being shoved from pillar to post with no outcome. We have been laughed at and asked "well what would you do in a natural disaster scenario"?

    This is a business using email, electronic banking, remote monitoring and urgent H&S issues.

    We have spoken to 8 eircom reps on the phone.  

    Eirom switched our line off in error but will not switch it back on. Business customers beware of this customer service.

    HI Tabnabs

    I'm really sorry to hear of this and of course sorry to hear of the disappointing level or customer service offered in response. Have you got any further with this yet or does the issue still remain?

    Thanks

    Al
    I eventually got this sorted, but only by having to result in being very direct and insisting it was elevated. I got a business customer team leader to chase it up. He even gave me his direct number. Keep demanding to speak to someone higher up.

    I asked many times to speak with our account manager, I was given a name and told he'd be back to me. I rang to speak with him again only to be told we're not big enough to have an account manager(?). I rang the team leader to confirm this, but he hasn't rang me back. I see he's on FB, I wonder if that would get a response?

    Many of the very senior people are also on Twitter and Linkedin, and this was our next port of call if the original issue was going to take the 7-10 days we were originally quoted.

    The morale of the story is if you are a business customer, keep wasting the business customer service teams time, the same way they waste yours by not providing the service you're paying for. Otherwise it's three hours of being passed from pillar to post and getting horrific service and half truths.


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  • #7
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Tabnabs wrote: »
    eircom: Alan wrote: »
    Tabnabs wrote: »
    Eircom disconnected our broadband line in work today. We did not request this nor is it a billing issue. We have spent over three hours (!!) today being shoved from pillar to post with no outcome. We have been laughed at and asked "well what would you do in a natural disaster scenario"?

    This is a business using email, electronic banking, remote monitoring and urgent H&S issues.

    We have spoken to 8 eircom reps on the phone.  

    Eirom switched our line off in error but will not switch it back on. Business customers beware of this customer service.

    HI Tabnabs

    I'm really sorry to hear of this and of course sorry to hear of the disappointing level or customer service offered in response. Have you got any further with this yet or does the issue still remain?

    Thanks

    Al
    I eventually got this sorted, but only by having to result in being very direct and insisting it was elevated. I got a business customer team leader to chase it up. He even gave me his direct number. Keep demanding to speak to someone higher up.

    I asked many times to speak with our account manager, I was given a name and told he'd be back to me. I rang to speak with him again only to be told we're not big enough to have an account manager(?). I rang the team leader to confirm this, but he hasn't rang me back. I see he's on FB, I wonder if that would get a response?

    Many of the very senior people are also on Twitter and Linkedin, and this was our next port of call if the original issue was going to take the 7-10 days we were originally quoted.

    The morale of the story is if you are a business customer, keep wasting the business customer service teams time, the same way they waste yours by not providing the service you're paying for. Otherwise it's three hours of being passed from pillar to post and getting horrific service and half truths.

    Hi Tabnabs

    I'm glad to see this has been sorted however I would like to apologise for the level of disappointment and inconvenience this experience has caused. Feel free to let me know if there is anything I can help with in the future.

    Thanks

    Al


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