5. Head of Customer Care In the event that a customer is still not satisfied after escalation they will be advised to write to the Director of Customer Management, eMobile, 1 Heuston South Quarter, St John's Road, Dublin 8.Letters will be acknowledged within three working days of receipt. When escalating a complaint in writing to the Director of Customer Management, customers are advised to state the background and the nature of the complaint and the redress sought. The Director of Customer Management will endeavour to address the complaint within a reasonable period of time.
Ronan D18 wrote: » eMobile offer broadband for €20.32 per month. But the product is NOT supported!! The deal offers a download speed of up to 14.4 mbps and a data allowance of 10 Gb per month. In January 2012 my speed dropped to 0.12 mbps (ie. about 6% of the norm and <1% of the advertised max). Also the dashboard stopped displaying my remaining data balance. I reported both matters to eMobile and the nightmare began. (1) A technical support agent advised that this is a Customer Care issue and promised to patch me through. However, he patched me through to the sister company (Meteor) who advised it was an eMobile problem and they hung up. This happened several times. (2) When I did finally reach eMobile Customer Care proper, I was placed on hold. The call then dropped and the agent neglected to phone me back. Again this happened several times. (3) Eventually I was advised that there are no coverage issues in my area when there obviously were. My mobile phone was also connected to eMobile at the time and its own web connection speed dropped from a typical 6 or 7 mbps down to 0.56 mbps. (4) I phoned eMobile for 6 days in a row (23 thru 28 January) to ask for an update. I also wrote in by registered post on Wednesday 25th January. No-one replied to my letter and no-one advised when either problem would be fixed. Staff also refused to advise me of my data balance. I told one particular agent that this is not an acceptable level of customer care and all he kept saying was “understood” over and over. The service got worse. On Saturday 28 January I demanded that the matter be escalated and was promised that a supervisor would phone me back within 48 hours. I still await that phone call after 8 weeks!!! (5) In February, after 13 consecutive months of using 8 or 9 Gb of data per month, eMobile sent me a bill stating that I’d used 61 Gb in the very billing month that the coverage dropped! So the charge rose from €20.32 to over a grand!! Naturally I cancelled my DDI awaiting my 30th January phone call from a supervisor. eMobile kept parrying ComReg by falsely claiming that they’d contacted me regarding the issue when they hadn’t. This makes a mockery of state regulation. (6) On Wednesday 21st March my internet connection was cut on the grounds that my account was in arrears. I’ve since connected using a competitor. Corresponding with one’s ISP should occupy about 1% of one’s personal time & energy. eMobile wasted HOURS of my valuable time. Not supporting the product is also in breach of Article 3.1 of my contract. It was a 100% nightmare customer service experience from start to finish!
Ronan D18 wrote: » PM sent to Tony at Eircom with SIM & PIN details as requested. As eMobile refused to advise me of my data balance during the 15 January - 14 February billing period, I'm accepting no responsibility for any alleged additional data usage during that time window. I want a closing statement confirming that the outstanding balance is €0.00 and the account is now closed. I also expect financial compensation for all the distress caused and the ridiculous amount of time wasted. I'll leave the precise amount to eMobile's discretion but a sum in 3-figures would be appropriate in view of the level of trauma suffered.
Ronan D18 wrote: » Hi Tony, To save you some time... I first requested my data balance on 23 January. Your colleagues will inform you that they emailed me some stats in an Excel spreadsheet on 29 February. Data usage stats that are 5-and-a-half weeks out of date are of absolutely no value to me whatsoever! How am I supposed to monitor my usage? No. Data stats need to be; (1) On Demand (2) In Real Time (3) Accurate as of a few minutes ago I'm moving house soon, so I need this entire saga put well & truly to bed by Easter at the very latest. I won't be engaging eMobile at my new address so an early resolution is in the ISP's own interests too.
Ronan D18 wrote: » My phone was connected to eMobile at the time, so their own records will show how often I phoned up. Re the dashboard failing to show my data usage, the Customer Service agent couldn't see it appearing at their end either. She admitted this on 23rd January, leaving the ISP with no excuse. A letter arrived today threatening to refer the matter to a debt collection agency. I would strongly advise anyone's who's considering eMobile for their web connection to avoid them like the plague! It was Solomon who said you can't scoop coals into your lap without your clothes being burned. eMobile are an unmitigated disaster from start to finish. They don't support the products they advertise and show nothing but contempt for their clients. Don't touch them with a barge pole :mad:
TS KERR wrote: » I have had similar experiences trying to get thro to emobile as their agents frequently just cut you off or leave you on hold for ages. It is a nightmare trying to get after sales service from them. I would advise that no one should use their service and they cannot even provide a signal in Dublin. All my friends ask me why my phone regularly gets cut off. I tell them that it is the signal. They are amazed. I own magazines in Dublin and I have received a lot of emails and letters complaining of the service - signal. Soon I think i will publish them all. It is a terrible terrible service!!!
Ronan D18 wrote: » Still no movement from eMobile after nearly 6 months. So I've just lodged a new complaint with them dated 3rd July, the entire text of which is as follows... Dear Sir/Madam, Please note my new postal address above. Last winter I contacted eMobile regarding two technical problems affecting both of the subscriptions associated with the above account. On one occasion that the local signal dropped, I contacted Customer Care and was advised that eMobile won’t investigate any such coverage issue if it’s only reported by one single customer. I examined in detail the contract pertaining to my router service and found no provision whatsoever for any such arrangement. Consequently, I hold eMobile in breach of Article 3.1 of said contract. On 23 January an agent advised me that the software employed to record the data usage on my router subscription was malfunctioning and that I would not be charged for any data traffic until the fault was resolved. There followed 6 consecutive calendar days (23–28 January) during which I enjoyed virtually no internet signal on either device. During my 6 days offline, I made several attempts daily to obtain updates on a resolution. More than once I was patched through to your sister company Meteor, who refused to assist and hung up. On the occasions I did manage to speak to an eMobile agent I was typically placed on hold and the call dropped with no return phone call. Finally, on Saturday 28 January I was advised that the local signal issue was being escalated and a supervisor would contact me within 48 hours. It’s July and I’ve yet to receive said call. There’s no provision in either contract for 6 consecutive days offline. What’s more the events of late January constitute a unilateral withdrawal of Product Support for both of the services to which I had subscribed. You have also ignored subsequent correspondence relating to this dispute, for example the attached email dated 10th April. The sudden withdrawing of Product Support and the manner in which my complaint was handled together amount to a breach of Articles 1, 5.1, 5.2.1, 5.2.2 and 5.4 of your own internal Code of Practice. I’m also firmly of the view that you have breached your statutory obligations under Part 4 Section 5 of Meteor’s Licensing Agreement. The Commission for Communications Regulation may take a different view. On 2 February my account went into surplus as I paid in full for the 31 days running 15 January–14 February, a billing period in which there were 6 consecutive days of downtime and during which Product Support was unilaterally withdrawn without notice. That money has never been refunded and therefore there is an outstanding refund owed to me in the amount of €65.04 including VAT. That amount does not include compensation due for the potential loss of business during the offending downtime and for the personal distress caused. Nor does it include any reimbursement of incidental outlays such as postage. Naturally, I accept no liability whatsoever for any alleged usage of either service beyond the date on which Product Support was unilaterally withdrawn – namely Monday 23 January. I dispute any and all bills dated February 2012 and subsequently. Furthermore I’m prepared to testify under oath in an Irish court of law that everything to which I’ve attested in this letter is a true and accurate account of what occurred. Regards,
