Eir --prevented from opting out of sales calls

8

8till8

Registered User
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I became a customer of Eir broadband for the first time in January. I've received two calls so far asking if my service was working ok and then giving me a sales pitch on offers that I may be interested in...and so on.

I had already opted out of marketing contact on my profile so was surprised to receive these calls HOWEVER I discover on the website that when you select the box to turn off "Recommended Offers" and then go back into preferences... its turn itself back on.

I tried this on another browser and the same thing happened, turn off the setting, go back a page, then into preferences again and its been turned back on !! None of the other settings behave like this, only "Recommended Offers"

So it appears Eir are intentionally disabling this option, therefore allowing themselves to call customers with sales offers.

I've lodged a formal complaint with Eir but should I go further and complain to the data commissioner?Eir preferences page.webp
 
But if you have all the marketing contact options disabled then it shouldn't matter? That's what I have on my account and I don't get anything from them about offers.
 
So did you recieve more than the 2 calls that were primarily checking if everything is ok ? I never get sales calls from eir unlike when I was with VF.
 
Now that I think of it I think I did get two calls checking if the service was ok. One just after installation and the other after about 6 months. The second time the lady said she also had an offer to tell me about it. But, after asking me if the service was ok, she forgot to tell me about it and I actually had to remind her. It was some mobile offer which was of no interest to me so we finished the call. It was no big deal to me to be honest.
 
JoeRoberts said:
But they were service calls...checking things are ok after a new install..
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But as OP mentioned they were not just service calls they were also a sales pitch and this is since just January.

JoeRoberts said:
Why on earth would you make a complaint after 2 calls , totally unreasonable.
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I certainly don't see it as unreasonable as we are all entitled to our privacy hence the reason why we should have the option of unsubscribing which most other companies comply with and EIR appear to be breaching this right.
 
It’s a breach of eprivacy rather than data protection but the DPC is the competent authority. They’ve been in trouble for eprivacy before. It’s annoying. They don’t get off complying with the law because they tack the selling in to a technical call
 
Just to clarify, its hard to describe the tone of the call, which while totally professional, was a very deliberate sales opportunity -- along the lines of 'we have offers on mobile packages that would give you savings, who's you mobile contract with...'

Straight into a sales pitch once he'd gotten the first "yes the broadband is fine"
 
8till8 said:
Just to clarify, its hard to describe the tone of the call, which while totally professional, was a very deliberate sales opportunity
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What do you want to achieve from the complaint ? Compensation ?
Someone in Eir has to open a case, review it. write a report, maybe an appeal and then same again in the DPC. No wonder the cost of doing business is sky high .
 
JoeRoberts said:
Someone in Eir has to open a case, review it. write a report, maybe an appeal and then same again in the DPC.
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If so, that's all Eir's own doing. They should not be turning a functional service call into a marketing targeted sales opportunity when the customer has said no to marketing/sales calls.
 
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JoeRoberts said:
Someone in Eir has to open a case, review it. write a report, maybe an appeal and then same again in the DPC.
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An expense that they bring on themselves because they break the rules and know that they are doing so.

Do we then ignore all companies breaking rules because we feel sorry for them because of the expense and inconvenience that it will bring on them when we take them to task.
 
So this could be a deliberate conspiracy to make sure that people can't opt out of sales calls

Or...

It could be a technical issue.

The technical issue is the most likely explanation. So bring that to their attention and if they don't fix it within a reasonable time, report them.
 
It happened again last week, received a call from 01-2241185 which is the number from Eir Sales. Same script as last time.... "hows your broadband going? good ok, we have some offers that you may be interested in, who is your current mobile with? "

The problem here is that I cannot opt out of receiving "Recommended offers" calls, on the settings webpage the on/off toggle does not permanently stay off, when I turn it off, then it comes back on by itself.

I took a video of the screen so you can see whats happening.

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Anyway, formal complaint logged with Eir and then will escalate from there.
 
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