Customer care

Gomango

Hi,

I am trying to contact eir for the last month having signed up to a tv broadband bundle.

I have called three times being left on hold for a half an hour on each occasion.

I have emailed to request a call back twice, I have been onto their chat support who directed me towards their 1901 number previously mentioned for which i was on hold. 

What is going on with this company.

Purple Mountain

Yea... good luck with that my friend!

Gomango

Purple Mountain wrote: »

Yea... good luck with that my friend!

Jaynee mac

tuxy

This is what the reps on here will tell you

https://www.eir.ie/support/latest-updates/call-waiting-times-web-chat-availability-00008/

This is what is really happening

https://www.irishtimes.com/business/technology/eir-to-insource-950-jobs-after-it-ends-call-centre-contract-1.3625758

keavebm

Absolute **** hole of a company

fritzelly

tuxy wrote: »

This is what the reps on here will tell you

https://www.eir.ie/support/latest-updates/call-waiting-times-web-chat-availability-00008/

This is what is really happening

https://www.irishtimes.com/business/technology/eir-to-insource-950-jobs-after-it-ends-call-centre-contract-1.3625758

Yep, nearly all the support staff (customer care, sales etc) have been made redundant.  They are trying to rehire people into their west coast centers - but not happening.
Don't blame the guy/gall you get thru to

tuxy

I really would like to comprehend Eir's motive behind lying about this.
You would think that explaining that they are restructuring their customer care division in an attempt to improve service would be an honest and acceptable answer to peoples questions on the wait time while calling 1901.
The contempt they have shown for their customers with such blatant lies would indicate that the only thing that will change when this is finally sorted is the wait times. We can expect the usual low quality customer service we have come to know from Eir to continue. 

fritzelly

tuxy wrote: »

I really would like to comprehend Eir's motive behind lying about this.
You would think that explaining that they are restructuring their customer care division in an attempt to improve service would be an honest and acceptable answer to peoples questions on the wait time while calling 1901.
The contempt they have shown for their customers with such blatant lies would indicate that the only thing that will change when this is finally sorted is the wait times. We can expect the usual low quality customer service we have come to know from Eir to continue. 

I'm certainly not privy as to why they wanted rid of everyone before they had staff trained up to take on the roles but it really does beggar belief that a big company would do this. What I am told is that the retainment level of new recruits is less than 50%. Probably half of them will be on to new jobs within a few months
Also doesn't help when the eir reps on here are giving out the wrong numbers to call (i.e. OpenEir, aka KN appointments who can do nothing about your order)
Certainly doesn't look good from a consumer point of view when trying to contact someone in customer care (or any other dept) and it takes at least an hour to even get thru to the incumbent telco company in the country
Research the new owner - may give clues...

tuxy

Well **** really does trickle down because whoever approved the message about large volume of calls is probably much higher up in the company than the reps on here. I'd actually expect and understand such dishonesty if the whole thing wasn't public. They have gone beyond the point of caring if the customer knows they are lying and that's a large unusual step in the wrong direction when it comes to customer care.
Very good point about the new owners, I know nothing about them. I'll look into it.