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Why does Eir have reps here?

  • 20-12-2018 4:12pm
    #1
    muffler
    Registered Users, Registered Users 2 Posts: 46,545 ✭✭✭✭


    A mate of mine cannot get through on the phone to Eir and has spent around 7 hours of his time over a number of days and a number of calls but cannot get any agent to talk to. In an attempt to help him out I sent a PM 2 days ago to one of the Eir reps here asking if she or one of her colleagues could possibly ring him if I passed on his details. I got no reply to the PM.

    Yesterday I sent another PM to all the Reps asking for a simple yes or no to the question of getting a call back and again that PM has been ignored.

    So in public let me ask the Reps here what is it you're suppose to be doing? Are you under orders from your superiors not to answer PM's or is it a case that you dont really care? 

    Last time I looked this is a community discussion forum which Eir pay money for so that it can interact with its customers and indeed the public but the company appears to be wasting money paying staff who are either unable or unwilling to deal with the queries raised.

    From reading other threads here I am certainly not the only one who is on the ignore list.


Comments

  • #2
    eir: Grainne
    Closed Accounts Posts: 798 ✭✭✭eir: Grainne


    muffler wrote: »
    A mate of mine cannot get through on the phone to Eir and has spent around 7 hours of his time over a number of days and a number of calls but cannot get any agent to talk to. In an attempt to help him out I sent a PM 2 days ago to one of the Eir reps here asking if she or one of her colleagues could possibly ring him if I passed on his details. I got no reply to the PM.

    Yesterday I sent another PM to all the Reps asking for a simple yes or no to the question of getting a call back and again that PM has been ignored.

    So in public let me ask the Reps here what is it you're suppose to be doing? Are you under orders from your superiors not to answer PM's or is it a case that you dont really care? 

    Last time I looked this is a community discussion forum which Eir pay money for so that it can interact with its customers and indeed the public but the company appears to be wasting money paying staff who are either unable or unwilling to deal with the queries raised.

    From reading other threads here I am certainly not the only one who is on the ignore list.
    Hi Muffler, 

    Sorry to hear your PM was not responded. I never received a PM from you. 

    Unsolicited PM's generally would take longer to be responded to. We would advise posting publicly on this forum and we can assist here. If a PM is required we can then request that. 

    In regard to your friend, we are unable to contact customers from this team but if your friend contacts us on either facebook, twitter or on boards.ie we will be happy to assist him. 

    Your friend can also contact us using our web chat team. They can be contacted here

    Grainne


  • #3
    endofrainbow
    Registered Users, Registered Users 2 Posts: 2,839 ✭✭✭endofrainbow


    It's all about optics with Eir.


  • #4
    muffler
    Registered Users, Registered Users 2 Posts: 46,545 ✭✭✭✭muffler


    eir: Grainne wrote: »
    Hi Muffler, 

    Sorry to hear your PM was not responded. I never received a PM from you. 

    Unsolicited PM's generally would take longer to be responded to. We would advise posting publicly on this forum and we can assist here. If a PM is required we can then request that. 

    In regard to your friend, we are unable to contact customers from this team but if your friend contacts us on either facebook, twitter or on boards.ie we will be happy to assist him. 

    Your friend can also contact us using our web chat team. They can be contacted here

    Grainne
    Grainne, while your reply is appreciated Im not sure what to make of it. Lets be open and honest here. I sent a PM to your colleague Tracey who was online after I sent it so cant deny that she didnt see it. When I didnt get a response to that (still havent btw) I then sent sent a PM to Eir: Reps where at least one of the team if not all the team here would have read it. So while I didnt specifically put your name on it a quick trawl back will show that its there together with the previous one.

    Solicited and unsolicited PMs should not be tiered. They are messages that are sent privately for a reason. I wouldnt like to think that you are attempting to gloss over the teams unwillingness to respond to a PM just because it was unsolicited. 

    Believe it or not there are people in this country who do not use the internet or have Facebook accounts or use twitter and my mate is one of them hence the reason why he has spent hours on the phone trying to contact customer service.

    In conclusion can I take it that the official position here is that you and any of your colleagues working in any department in Eir refuse to ring this man?


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