Having an issue with customer service/supervisor call backs/faulty repairs

jjcooney22

Hi,

I've been in contact with the eirbusiness customer care team for over two weeks now but my issue is not being resolved, also with emails with only one email response a day from the team the process is very frustrating and drawn out. Hoping you can help solve or at least speed up the response to my issue.

Thanks
jjcooney22

eir: Alan

jjcooney22 wrote: »

Hi,

I've been in contact with the eirbusiness customer care team for over two weeks now but my issue is not being resolved, also with emails with only one email response a day from the team the process is very frustrating and drawn out. Hoping you can help solve or at least speed up the response to my issue.

Thanks
jjcooney22

Hi jjcooney22

I'm sorry to hear of the previous bad experience. Please do feel free to PM me the details of your account and the details of the issues in hand.

Cheers
Al

jjcooney22

PM sent. 

Hopefully you might get me a response in the next hour or so.

James

eir: Alan

jjcooney22 wrote: »

PM sent. 

Hopefully you might get me a response in the next hour or so.

James

I'm sorry jjcooney22 - I will not have a response within the hour. We operate a 24hr response time frame here and realistically Monday will be the earliest time-frame before I have an update. If you require a swifter response please contact WebChat at www.eir.ie/chatnow.

Thanks
Al

jjcooney22

I can understand that, however none of the 24hr time frames have been stuck to as you can see from my message. Also I've been onto the chat service and they've passed me on to the business call service and then onto the business care email and now here. Surely within today you can ensure that the call that was meant to be made yesterday by a supervisor is made.

jjcooney22

You can ignore this for the moment, issue will all hopefully be sorted by eir management on monday.

thanks

jjcooney22

Hi Tracey,

I was dealing with Alan last week, i thought the issue had been solved but unfortunately not. I have sent an email to EirBusiness customer support, its to be directed to Richard who is the supervisor I've been dealing with. Could you possibly flag it with them so that he gets it today and hopefully responds?

Thanks,

jjcooney22

Just wanted to check you got my PM and if you need any more details, account details etc

eir: Tracey

Hi jjcooney22, 


Apologies for delays in coming back to you. 


We have received your PM, Al has been out but will be back tomorrow so will look after you then


Thanks 


Tracey 

jjcooney22

Hi,

Doesn't need to be Alan, really I was just hoping you could make sure the right person got my email and I wouldn't have to wait for three weeks and 10 phone calls to get a response.

Would you not be able to do that

jjcooney22

Hi Alan/Tracey, 

Either able to check that the email got to the right person? When you're running a business and you have to wait for between 2 days and a week for each simple response it gets very annoying very quickly.

James

eir: Alan

jjcooney22 wrote: »

Hi Alan/Tracey, 

Either able to check that the email got to the right person? When you're running a business and you have to wait for between 2 days and a week for each simple response it gets very annoying very quickly.

James

Hi jjcooney22

I would understand any feelings of disappointment here and I'm genuinely sorry for this. I have referred your correspondence to the manager of the team you have had been in contact with and I'm waiting confirmation from them that a call will be arranged.

Thanks
Al

jjcooney22

Thanks alan,

don't need a call as i'm at a conference for the week just a response to my email would be great, and the hope that if I need to respond to it i won't have to wait for another week to get a reply.

eir: Alan

jjcooney22 wrote: »

Thanks alan,

don't need a call as i'm at a conference for the week just a response to my email would be great, and the hope that if I need to respond to it i won't have to wait for another week to get a reply.

Ok jjcooney22

I have now requested that they get back to your email instead - I'm so sorry for the delays with this.

Al

jjcooney22

Thanks Alan, 

Hopefully they would have done it anyway without you checking, but as its going on three days since I sent it i'm not holding out much hope.

eir: Alan

jjcooney22 wrote: »

Thanks Alan, 

Hopefully they would have done it anyway without you checking, but as its going on three days since I sent it i'm not holding out much hope.

Your patience is appreciated jjcooney22 - I'll keep at them

Al

jjcooney22

Sent you another PM.

eir: Alan

jjcooney22 wrote: »

Sent you another PM.

Thansk jjcooney22

I understand you require a response as soon as possible and I have again requested this today

Al

jjcooney22

Still no email, nearly five days later and the weekend to come.


may have to explore other options if I don't get a response by monday morning.

jjcooney22

My original problem still hasn't been solved, plus its still taking 4 to 5 days for each response from the business customer care team. 

I was looking for the Eir Business repair terms and conditions, a link to this is contained in section 9 of the general eir business mobile terms and conditions. However this link is broken. I was assured it would be fixed and a PDF would be sent to me on monday the 14th. wondering if you could chase this and my response.

eir: Alan

Hi jjcooney22



I have been informed that this has been looked in to in full. An early upgrade has been approved and I have been informed that your were advised that eir have no plans of selling the Lumia 950 XL on the eir network as that was the handset the you were looking to get on the early upgrade but you were advised that we have the Nokia Lumia 950 which can be processed on the early upgrade.

I have been advused that you were happy with this resolution and requested a call back from the upgrade team to process the free upgrade.

An agent by the name of Colm attempted to contact you and left a Voice Mail . David also in the upgrade team sent customer an email yesterday with upgrade options.

I have also had confirmation that you spoke with your MD and came back with new demands which has been found that eir cannot fulfill.

Thanks
Al

jjcooney22

'I have been advused that you were happy with this resolution and requested a call back from the upgrade team to process the free upgrade.'


'David also in the upgrade team sent customer an email yesterday with upgrade options.'



Hi alan copied two parts of your message above. Firstly I never said I was happy or had agreed to anything, I was told I would get an email and not a call with the handsets and details, not that I was happy to progress with it. Secondly, I'm glad you mentioned a free upgrade, thats what I assumed would be happening based on my conversation with richard, but turns out its not a free upgrade, its only free if I go on a certain plan and with a certain handset.  Thirdly as to your second point, which doesn't make much sent whatever way you look at it, david sent an email more than a week ago and not yesterday. 


I also did not demand, i'm looking for an appropriate response based on the damage caused by Eir.


Also I requested another response, with the terms and conditions that I had asked for and a breakdown of my calls, and I did this on monday with no response since. I also wrote this in the PM and post to you in regards the T&Cs.


All this will be backed up by the records of phone calls i have made to eir.

jjcooney22

So may I please have a response as to my request for the terms and conditions. I shall be dealing with the other issue most likely with comreg and the small claims court.

eir: Alan

jjcooney22 wrote: »

'I have been advused that you were happy with this resolution and requested a call back from the upgrade team to process the free upgrade.'


'David also in the upgrade team sent customer an email yesterday with upgrade options.'



Hi alan copied two parts of your message above. Firstly I never said I was happy or had agreed to anything, I was told I would get an email and not a call with the handsets and details, not that I was happy to progress with it. Secondly, I'm glad you mentioned a free upgrade, thats what I assumed would be happening based on my conversation with richard, but turns out its not a free upgrade, its only free if I go on a certain plan and with a certain handset.  Thirdly as to your second point, which doesn't make much sent whatever way you look at it, david sent an email more than a week ago and not yesterday. 


I also did not demand, i'm looking for an appropriate response based on the damage caused by Eir.


Also I requested another response, with the terms and conditions that I had asked for and a breakdown of my calls, and I did this on monday with no response since. I also wrote this in the PM and post to you in regards the T&Cs.


All this will be backed up by the records of phone calls i have made to eir.

HI jjcooney22

I will certainly request that you are called to discus this further today.

Thanks

Al

jjcooney22

i don't need to discuss it I just need a copy of eirs terms and conditions, the link in section 9 is broken.

eir: Alan

jjcooney22 wrote: »

i don't need to discuss it I just need a copy of eirs terms and conditions, the link in section 9 is broken.

My apologies

This has been request and the conditions will be sent to you as soon as possible.

Thanks
Al

eir: Alan

Hi jjcooney22


I have had a look and can see the address was spelt incorrectly on web page..
Should be http://www.eir. ie.businessgeneral/repairsrefunds which leads to the following:

 
https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/eMobile_Business_terms_and_conditions.pdf
 
Thanks
Al

jjcooney22

Thanks alan,

But you then go down to section 9 in that pdf and look at the Repairs and Refunds, click on the link there and that is also broken.

eir: Alan

jjcooney22 wrote: »

Thanks alan,

But you then go down to section 9 in that pdf and look at the Repairs and Refunds, click on the link there and that is also broken.

Thanks for this - it's true, it does not lead anywhere - I will request clarification and get back to you as soon as I have more information.

Al

jjcooney22

10 days after I highlighted the fault, and requested terms and conditions and still nothing. One of the Eir customer care team even admitted it was probably illegal to continue selling contracts without providing such. Another phone call made today and still no progress.

jjcooney22

Just sent you a PM, still waiting for the terms and conditions.

eir: Alan

jjcooney22 wrote: »

Just sent you a PM, still waiting for the terms and conditions.

HI jjcooney22

It's clear that you should have the unbroken link by now however due to the day that's in it may be ext week before we have this for you. I understand that this is very important to you and I will treat this just as serious going forward.

So, just to be clear I have again requested that the mobile support team arrange an unbroken link to T&C's emailed to you as soon as possible and I will update you as soon as I have further clarification.

Thanks
Al

jjcooney22

The day thats in it? There's been 14 days in it so far and counting, I don't need the link just need a copy  of the pdf emailed to me.

eir: Alan

jjcooney22 wrote: »

The day thats in it? There's been 14 days in it so far and counting, I don't need the link just need a copy  of the pdf emailed to me.

Apologies jjcooney22 - I just want to be transparent and honest on this. I will of course request that a PDF is sent.


Al

jjcooney22

Day 20 and still haven't received the T&C's. Link still hasn't been fixed. Eir continue to sell to customers without being able to provide them with all the T&C's they are signing up to. And I've been held up three weeks unable to lodge a case with the small claims court because of it.

Any update?

jjcooney22

Day 21.

eir: Tony

jjcooney22 wrote: »

Day 21.

Hi jjcooney22, 
I have been advised that while the link to the repair piece is indeed broken, as you advised, but the rest of the statement there is the full updated T&Cs. I have been advised that the repair piece does have to be revised. I have received your detail and have contacted the manager in question around your other issue. I will have response on this as early as possible and apologies for delay.
Tony

jjcooney22

I've responded to your PM. If the T&Cs is being updated I would like a copy of the old/current t&c so that I can compare.

jjcooney22

Day 25. 

Rang customer care again after seeing your message. They said no, that the terms were not bein updated and not bein revised. It was just a fault. Someone is lying or someone is incompetent. Need this sorted today. 

jjcooney22

Sent you another PM Alan.

jjcooney22

any update

Kristopherus

jjcooney22 wrote: »

Day 20 and still haven't received the T&C's. Link still hasn't been fixed. Eir continue to sell to customers without being able to provide them with all the T&C's they are signing up to. And I've been held up three weeks unable to lodge a case with the small claims court because of it.

Any update?

JJ, I understand from your posts that you are a business. Just be aware that business to business disputes are not handled by the Small Claims Court.

jjcooney22

Thanks, but we've had a look at things. You can file a business to business claim, you just have to have legal representation of it goes to court. 

jjcooney22

Day 26

eir: Alan

jjcooney22 wrote: »

Day 26

Hi jjcooney22



I have received your messages here and on the eir community and I have requested more information from the mobile team on why there is such a delay for the copy of terms and conditions - as soon as I have more information I will let you know.


Al

jjcooney22

And can you respond to my other question on what Eir Tony said? That the terms and conditions are being revised or updated? According to the customer care team this is defintiely not true. 

jjcooney22

any response to my last message alan?

jjcooney22

Day 27

jjcooney22

Is there not some sort of priority system whereby people who ask the question first are answered first?

eir: Alan

HI jjcooney22



I'm sorry, I have no further update on this yet.



Thanks
Al

jjcooney22

Ok, but what about  my question about what Tony said, is what Tony said true or not?