Absolutely, I hear you Leper. That's why Eir won't be getting the real story from me if they enquire about how I got on - as far as I'm concerned ours was the next in line on the engineers list.The trouble is if one of Eir's competitors hears about the fast-tracked solution the telecomms regulator Comreg will be on that technician's case and so will the management of Eir. So, that helpful guy could find his ass kicked bigtime for his help, I kid you not.
Dell is a retail client rather than a service provider so it's not really a like for like comparison but if we're going to mention retail client customer service then Amazon for me beat the rest hands down. Just today, they sent me an email saying they are refunding me for the difference in price on an item I bought 10 days ago as the price has reduced this week for Black Friday - now that's impressive customer service!I used to have a Dell laptop. It was having problems so I called their help line. I got through to a person within a minute. It was a lady in India but she was excellent and spoke perfect English. With my permission she accessed my computer and ascertained that there was a problem with the motherboard. She said a technician would call out tomorrow to replace it and asked if she could install software to save the engineer time when he got top me. She did so and I hung up.
I got a call that evening confirming the appointment for 9.30 the following morning. I got a call at 8.30 the following morning to confirm that I was still available. The engineer arrived at 9.25 and was gone by 9.40. Superb service with no stress and at a low cost to Dell as lower cost employees did as much of the job as possible remotely. Their high cost local engineer probably got through twice as many calls because of it.
The only other company who comes close for customer service is Sky.
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