Customer service representative cut me off for asking to speak to a manager

muckyba

Hi,

I am trying to get an broadband set up with Eir, however it seems that everything is being done to frustrate the process. I requested broadband package, was provided with a date for install of phone line to start. Line was installed and then nothing. I rang Eir wondering when will broadband be installed, I was advised that I had to contact Eir to get this set up!? I was never made aware that I had to follow up following phone line set up to order broadband set up. As far as I am concerned , I ordered broadband from Eir, that was the request from the outset, I shouldn't need to be contacting Eir again once the line is set up.

I was advised yesterday that if I ring today I will be provided with an installation date for broadband.  I just rang this afternoon at 14.50 to get an update. I was advised that there was a technical issue, which is not related to the line but related to Eir systems. When I said that I wanted to know more about what was happening and that I would like to speak to the escalations team, I was told that someone would ring me in the next 3 business days to provide me with information. When I asked to speak a manager I was advised that all of the managers were in a meeting and the support agents manager was not available to speak to me. I said I would wait to speak to the manager, at which point the support agent cut me off, simply for requesting to speak to a manager.

Is this the way you treat your customers? When they request answers and seek to speak to a manager, you just cut them off and silence them???

Rude and unsatisfactory customer service when I called 1901