Call waiting times & Web chat availability

Asked for unlocking code for phone 2 weeks ago. Still waiting. Had to change number at great inconvenience, plus buy a new handset. 
Going to comreg to see if I can get any compensation for this hassle. 

Waited 10 minutes to get someone then he does this!

DavyD_83 wrote: »

I had the same experience back in August. 
And the on hold /transferring call that eventually drops

All they say on their twitter is to keep trying. Absolute joke.

eir: Tracey wrote: »

[font=GT-Walsheim-Regular, Arial]To our customers[/font]

We are experiencing a large volume of calls in our customer care call centres which is also affecting availability on Web chat. We are aware that call waiting times are longer than usual and appreciate your patience as your time is valuable to us.

You can access support online, 24 hours a day at www.eir.ie or via the [font=GT-Walsheim-Regular-Oblique,]my eir[/font] app. If you wish to chat to a member of our Social Media team, please feel free to contact us on Facebook or Twitter

Our apologies for this inconvenience

eir Customer Care

This is quite hilarious..
I spent the better half of 2 days trying to make contact with Eir support. Costing me quite a hefty amount in phone credit.

Today I spent 1 hour 9 mins on hold. When the phone was finally answered nobody spoke to me. Instead I could hear a group of employees speaking with Dublin accents, chatting and having a laugh in the background. A female who was involved in that conversation could be heard moving back to her desk where i was waiting.. still chatting all the while. She brushed the microphone as she began typing but did not pick up the headset.. instead she kept chatting. I left the call going in the hopes she would eventually figure out i was there. ( 2 days filled with long periods of waiting will do that to you).

During that call I could hear one male begin to talk to another customer in the background.  I heard him apologising to the customer multiple times for the wait and other grievances. That they were "very busy" ( hard to believe from the rabble of laughing and 'banter' in the background ) when that male employee finished his support call, i then heard him roar out "f*** off! F***ing wanker!". To which the agent sitting at my calls position, (still hadn't picked up her headset) began skitting laughing and said "ahh stop the lights". 

Growing tired of this and realising she was completely oblivious that i was there during what i can only imagine was her lunch break? I began shoulding down the phone to try get her attention. 35 minutes I spent before i heard rusttling through the mic as she picked up the headset.. but rather than actually do her job and provide customer service she listened to me repeat " hello?.. hello?.." a handful of times before saying "oh jaysus.." and hanging up.

This is the second day i have spent trying to get through with no avail. The Eir online chat is down, you have no listed email address to raise a concern. Your facebook page is designed to only allow messanger so nobody can publicly call you out on your atrocious customer support. Your Twitter is outsourced to a international call center to directs you to contact customer support via phone.

 I was calling to simply clarify an error in my bill. I think I'll also be looking at all avenues to raise a formal complaint  ( which you provide no information to do ).

I've just found out today that calls automatically end after 2 hours.

Paulmc. wrote: »

I joined eir last year, contract expired last month. On the whole I've never had any major problems with them, except for trying to contact them by phone or chat. 
I was trying to find out if they could offer me a new deal of some sort, so I wouldn't have to change provider. After numerous attempts, all ending in failure, I've given up the ghost. I'm going to change provider asap. 
To eir & the eir reps on here, after reading through this thread, you should all be ashamed of yourselves for treating people like this. Don't come back to me with the usual ****e reply apologizing for my experience with the service, you should all consider a change of job instead of reading the usual eir script off your computer screen which we all know you are trained to do. 

Well said Paulmc. I'm in the same position as you. All I want to do is to discuss my options when my contract is up a the end of month. Generally I've had no issues with Eir with regards to the service they've provided, but preventing customers from being able to contact them is just not on!  I'd be happy to stay with them for another 12 months but due to the fact they cannot communicate with me, I am now looking to jump to another provider. Even on their online chat service, which I was advised to use by the eir reps, I was waiting over 15 minutes for someone to join, so just gave up. 

Cannot get through to a human! Waited over 45 mins the other day and call just disconnected!

Tried to ring on Saturday but the automatic response was that they were closed but it states on the website that they were contactable 0900-1800.

Worst customer service ever.

On hold for 47 minutes now an counting. Have a meeting at 12, so will need to drop it. Insanely bad customer service.

35 mins on hold a the moment, ironically all the songs on the hold music are about waiting.

You'll be told to call back on the 16th. That's what happened to me. 102 minutes waiting to be told that, all the songs were waiting related as well.

Reputable Rog wrote: »

You'll be told to call back on the 16th. That's what happened to me. 102 minutes waiting to be told that, all the songs were waiting related as well.

Thanks. I won’t be calling back after today. I’m off to Three.

Very few people left in Dublin from the outsourced company while very few people hired to fill the positions ergo long wait times and no one knowing what to do on the phone
It's the kinda thing that should have taken 6 months+ to changeover

You'd have to have some sympathy for the poor souls working in Eir customer 'care' at this point. Waiting over an hour and fifteen minutes, I had to summon all of my zen not to simply scream at them and to calmly and clearly articulate the issues.