Need a review by Eir CS but can't get through

irishgrover

Hi Reps,
I signed up for bundle in November. I'm been unable to get through to CS since. 
I have called repeatedly since December without success
I've gone though your online complaints process on December 17th but received no reply.
I've had multiple online chats (honestly your chat colleagues are in a league (and universe) of their own :-)

Basically my bill is wrong (by €20+ a month) and my service is incorrect.

What I Want You To Do is the following

1. Initiate contact via PM, and get my account details (Update: I've PM'ed Grainne so you can skip this step)
2. Organise a review of the contract phone call in November
3. Review and itemise the services and associated costs as per the recording of the contract conversation.
4. Compare what is in the contract (in terms of service and costs) against what is being delivered.
5. Adjust provided service to reflect contracted agreement.

Please let me know if any of this is not clear or if you need any clarification.

Thanks in advance for taking the time to read, action and manage delivery of the above.

All the best
Irishgrover 

eir: Grainne

irishgrover wrote: »

Hi Reps,
I signed up for bundle in November. I'm been unable to get through to CS since. 
I have called repeatedly since December without success
I've gone though your online complaints process on December 17th but received no reply.
I've had multiple online chats (honestly your chat colleagues are in a league (and universe) of their own :-)

Basically my bill is wrong (by €20+ a month) and my service is incorrect.

What I Want You To Do is the following

1. Initiate contact via PM, and get my account details (Update: I've PM'ed Grainne so you can skip this step)
2. Organise a review of the contract phone call in November
3. Review and itemise the services and associated costs as per the recording of the contract conversation.
4. Compare what is in the contract (in terms of service and costs) against what is being delivered.
5. Adjust provided service to reflect contracted agreement.

Please let me know if any of this is not clear or if you need any clarification.

Thanks in advance for taking the time to read, action and manage delivery of the above.

All the best
Irishgrover 

Hi irishgrowver, 

I have responded to your PM. 

Thanks,
Grainne

irishgrover

Hi Grainne,
many thanks for the fast response. I'll not be able to review until @ home tonight. Just wanted to say thanks for PM though. I can only imagine what pressure you are under since this channel to Eir appears to be the only one where the wheels have not fallen off.

paddy19

No disrespect to the Reps here, who do a good job dealing with Eirs customers who get so cheesed off with the lousy service that they take to the boards but:

Eir boards is  a damage control exercise.

If Eir had a halfway good service most of the boards activity would be dealing with queries.

The vast majority of the issues are immediately taken offline and provide no visibility of how the problem got solved.

Eir customer care has been abysmal going all the way back to the Dept of Posts and Telegraphs.

Lets face you should be able to lift the phone and work an issue in 10 minutes and be sure that it is handled properly.

Instead Eir have a disastrous system that simply does not work.

Maybe the new French owner will clean it up but the transition from outsourced to in house has been a disaster.

The signs are not good.

irishgrover

Hi Grainne,
I've been incorrectly billed, post your resolution of this issue. I've sent you a PM - could you please review / revert.
thanks in advance
irishgrover

eir: Grainne

irishgrover wrote: »

Hi Grainne,
I've been incorrectly billed, post your resolution of this issue. I've sent you a PM - could you please review / revert.
thanks in advance
irishgrover

Hi irishgrover

I have replied to your pm.

Regards

Grainne

irishgrover

eir: Grainne wrote: »

irishgrover wrote: »

Hi Grainne,
I've been incorrectly billed, post your resolution of this issue. I've sent you a PM - could you please review / revert.
thanks in advance
irishgrover

Hi irishgrover

I have replied to your pm.

Regards

Grainne

thanks Grainne, I've redirected the PM as requested.

eir: Linzi

irishgrover wrote: »

eir: Grainne wrote: »

irishgrover wrote: »

Hi Grainne,
I've been incorrectly billed, post your resolution of this issue. I've sent you a PM - could you please review / revert.
thanks in advance
irishgrover

Hi irishgrover

I have replied to your pm.

Regards

Grainne

thanks Grainne, I've redirected the PM as requested.

Hi irishgrover

I have resolved this issue for you.

Kind regards

~Linzi