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Parents mis-sold fibre package

  • 03-11-2017 10:24am
    #1
    Call me Al
    Registered Users, Registered Users 2 Posts: 3,035 ✭✭✭


    Hi, it has just come to my attention that my elderly parents have been mis-sold a fibre package they can't access.
    They don't have fibre but they've been sold, by a door to door salesman, and continue for most of this year afaik to pay for a package they can't use.
    Three questions:
    How does your IT system not pick up on an anomaly like this?
    How do I go about making a formal complaint wrt this?
    How can eir rectify this for them?

    Thank you


Comments

  • #2
    eir: Adam
    Closed Accounts Posts: 1,508 ✭✭✭eir: Adam


    Call me Al wrote: »
    Hi, it has just come to my attention that my elderly parents have been mis-sold a fibre package they can't access.
    They don't have fibre but they've been sold, by a door to door salesman,  and continue for most of this year afaik to pay for a package they can't use.
    Two questions:
    How does your IT system not pick up on an anomaly like this?
    How do I go about making a formal complaint wrt this?
    How can eir rectify this for them?

    Thank you
    Hi there,

    Sorry to hear you're parents experienced issues with their order. If the form they signed states that they were ordering fibre broadband and it's not available to them, the would be free to cancel their account without early cancellation charges being applied, however, if the form doesn't state that they were ordering this service, they would be tied into a contract. If you give our customer care team a ring on 1901 they can arrange to have the form was signed at the point of sale examined.

    You can view our full complaints process on the below link: https://www.eir.ie/complaints/

    I do sincerely apologise if your parents were mis-advised by the sales agent when he was placing the order, however, the only record that we'll have of this order is the form that was signed so we will need to get this checked.

    - Adam


  • #3
    Call me Al
    Registered Users, Registered Users 2 Posts: 3,035 ✭✭✭Call me Al


    eir: Adam wrote: »
    Hi there,

    Sorry to hear you're parents experienced issues with their order. If the form they signed states that they were ordering fibre broadband and it's not available to them, the would be free to cancel their account without early cancellation charges being applied, however, if the form doesn't state that they were ordering this service, they would be tied into a contract. If you give our customer care team a ring on 1901 they can arrange to have the form was signed at the point of sale examined.

    You can view our full complaints process on the below link: https://www.eir.ie/complaints/

    I do sincerely apologise if your parents were mis-advised by the sales agent when he was placing the order, however, the only record that we'll have of this order is the form that was signed so we will need to get this checked.

    - Adam
    Adam
    They are on a high fibre broadband plus tv package that they cannot access.

    Can you clarify 're my second question, how can your IT systems process a package to an account and phoneline when the phoneline can't access the services provided in the package?
    Does it not flag as incompatible to your customer service team?

    Eta in addition to cancellation surely they would be entitled to at the very least a refund of the substantial excess they've been duped out of by the Eir representative who arrived at their door.


  • #4
    eir: Adam
    Closed Accounts Posts: 1,508 ✭✭✭eir: Adam


    Call me Al wrote: »
    eir: Adam wrote: »
    Hi there,

    Sorry to hear you're parents experienced issues with their order. If the form they signed states that they were ordering fibre broadband and it's not available to them, the would be free to cancel their account without early cancellation charges being applied, however, if the form doesn't state that they were ordering this service, they would be tied into a contract. If you give our customer care team a ring on 1901 they can arrange to have the form was signed at the point of sale examined.

    You can view our full complaints process on the below link: https://www.eir.ie/complaints/

    I do sincerely apologise if your parents were mis-advised by the sales agent when he was placing the order, however, the only record that we'll have of this order is the form that was signed so we will need to get this checked.

    - Adam
    Adam
    They are on a high fibre broadband plus tv package that they cannot access.

    Can you clarify 're my second question, how can your IT systems process a package to an account and phoneline when the phoneline can't access the services provided in the package?
    Does it not flag as incompatible to your customer service team?

    Eta in addition to cancellation surely they would be entitled to at the very least a refund of the substantial excess they've been duped out of by the Eir representative who arrived at their door.
    If they are receiving our TV service they would have fibre broadband as we are unable to process an order for eir Vision unless the address is fibre-enabled. 

    Can you PM me the account number and full name on the account please?

    - Adam


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