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Feedback on 1901 Customer Care. Sort it out!

  • 25-09-2018 10:13AM
    #1
    EdgeCase
    Closed Accounts Posts: 2,466 ✭✭✭


    I had reason to call 1901 recently to sort out some account issues and really it is an awful experience. I was on hold on both occasions for well over 40 mins.

    Also your menus are designed very oddly and make it sound like you can't deal with the requests by phone and that you must chat online. It only gives you the .......... "or if you would like to speak to an agent press 1" option after you find it buried in the menu.

    When you're dealing with a serious issue, it's absolutely infuriating.

    I find the service generally good from a technical point of view, but you absolutely need to get the customer care lines working properly. 40+ mins on hold is crazy and the whole processes could be a lot more streamlined.

    Also, telling people over and over again "Or you can chat to us online" in the middle of the menu prompts is very annoying and probably confusing for customers who aren't too tech savvy.

    Someone in there needs to go through the IVR as if they're a customer and test every menu tree. It's really not good.


Comments

  • #2
    eir: Tracey
    Closed Accounts Posts: 2,136 ✭✭✭eir: Tracey


    EdgeCase wrote: »
    I had reason to call 1901 recently to sort out some account issues and really it is an awful experience. I was on hold on both occasions for well over 40 mins.

    Also your menus are designed very oddly and make it sound like you can't deal with the requests by phone and that you must chat online. It only gives you the .......... "or if you would like to speak to an agent press 1" option after you find it buried in the menu.

    When you're dealing with a serious issue, it's absolutely infuriating.

    I find the service generally good from a technical point of view, but you absolutely need to get the customer care lines working properly. 40+ mins on hold is crazy and the whole processes could be a lot more streamlined.

    Also, telling people over and over again "Or you can chat to us online" in the middle of the menu prompts is very annoying and probably confusing for customers who aren't too tech savvy.

    Someone in there needs to go through the IVR as if they're a customer and test every menu tree. It's really not good.
    Hi EdgeCase, 

    We are currently having issues with our waiting time for calls and webchat, we have posted an announcement our website here

    I understand your frustration with this, I'll be sure to pass this feedback on. Apologies for all delays incurred. 

    Feel free to PM me your account number, full name on the account, email address and date of birth if you would like me to look into your issues for you. 

    Thanks 

    Tracey


  • #3
    EdgeCase
    Closed Accounts Posts: 2,466 ✭✭✭EdgeCase


    It's fine. I've been in touch with someone at Eir HQ. Problem being resolved.


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