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I have just sent this message to Eircom thourgh their online complaint form, as they have no email address - as I am fuming, I am really keen to share my bad experience, so other people will avoid the same mistake - I am also not sure anyone in Eircom will read my online complaint, given their troubled relationship with technology - so this might increase my chances of my complaint getting any notice...
Dear Eircom,
I have just hung up the phone with your switching line (1800530303), having had a 30 minutes call, in which I was transferred back and forth, first talking to sales, then to tech support, then to order updates, and finally to the cancellation team.
All I was trying to achieve was to try and switch from Vodafone back to Eircom, but I was told that because I was guilty of the terrible sin of having ordered online, this had caused a lot of issues in your systems.
About 2 weeks ago, I had the terrible idea of placing an order online for phone and broadband. I got a message that i would be contacted for an appointment. I got 2 paper letters in the post to confirm my order was received. Nothing happened.
I called then today, got through to a girl in sales, she said she couldn't arrange an appointment for me and she had to transfer me to the correct department.
I then got through to tech support, a guy there said he had no idea why the call was transferred to him, and passed me onto a girl in Order Updates.
She got me to give my details again for the third time, and she said that by default all online orders generate the error of requesting a new phone line - although I was asked online about my current phone provider etc. - therefore she had to cancel this, and she could then arrange an appointment for me.
She then passed me on to another girl, who again had no idea why I was calling and what I needed - so I gave her my details and explained the situation for the 4th time.
At this point I had been on the phone for about 25 minutes already, and was getting a sense of the mistake I had made in trying to switch back to your company.
I then asked her if she could just cancel my order - she said because I had placed the order online, she was unable to find any details of my order, and she could not cancel it.
Another gem of wisdom is your pricing and your misleading advertising. I have been quoted 35 euro for phone and broadband for 6 months, and 50 euro per month thereafter. Your ad says EVision is free for 6 months, and 10 euro per month thereafter.
I have asked the first girl, the one from sales, how much would it cost me if I was to add EVision to the new order - she said phone, bb and Evision would be still 35 for 6 months, and 60 thereafter.
In this case, your advertising would be truthful. She also said she could not update my order. When I spoke to the girl in Order Updates, she gave me a different version. She said for the first 6 months, phone+bb+evision would cost 50 euro, and 60 thereafter. That means that for the first 6 months, EVision would cost 50-35 = 15 euro!!! far from being free, and far from costing 10 euro as advertised.
I feel really sorry for the sad state of your processes and archaic systems, it is a real pity that a company should be so actively undermining their own revenue.
Please cancel my order and my details from all of your systems, I am staying with Vodafone.
Thank you
p.s. how pitiful you don't even have an email address!I had to break this complaint into 8 different parts to make it fit into your online form
Dear Eircom,
I have just hung up the phone with your switching line (1800530303), having had a 30 minutes call, in which I was transferred back and forth, first talking to sales, then to tech support, then to order updates, and finally to the cancellation team.
All I was trying to achieve was to try and switch from Vodafone back to Eircom, but I was told that because I was guilty of the terrible sin of having ordered online, this had caused a lot of issues in your systems.
About 2 weeks ago, I had the terrible idea of placing an order online for phone and broadband. I got a message that i would be contacted for an appointment. I got 2 paper letters in the post to confirm my order was received. Nothing happened.
I called then today, got through to a girl in sales, she said she couldn't arrange an appointment for me and she had to transfer me to the correct department.
I then got through to tech support, a guy there said he had no idea why the call was transferred to him, and passed me onto a girl in Order Updates.
She got me to give my details again for the third time, and she said that by default all online orders generate the error of requesting a new phone line - although I was asked online about my current phone provider etc. - therefore she had to cancel this, and she could then arrange an appointment for me.
She then passed me on to another girl, who again had no idea why I was calling and what I needed - so I gave her my details and explained the situation for the 4th time.
At this point I had been on the phone for about 25 minutes already, and was getting a sense of the mistake I had made in trying to switch back to your company.
I then asked her if she could just cancel my order - she said because I had placed the order online, she was unable to find any details of my order, and she could not cancel it.
Another gem of wisdom is your pricing and your misleading advertising. I have been quoted 35 euro for phone and broadband for 6 months, and 50 euro per month thereafter. Your ad says EVision is free for 6 months, and 10 euro per month thereafter.
I have asked the first girl, the one from sales, how much would it cost me if I was to add EVision to the new order - she said phone, bb and Evision would be still 35 for 6 months, and 60 thereafter.
In this case, your advertising would be truthful. She also said she could not update my order. When I spoke to the girl in Order Updates, she gave me a different version. She said for the first 6 months, phone+bb+evision would cost 50 euro, and 60 thereafter. That means that for the first 6 months, EVision would cost 50-35 = 15 euro!!! far from being free, and far from costing 10 euro as advertised.
I feel really sorry for the sad state of your processes and archaic systems, it is a real pity that a company should be so actively undermining their own revenue.
Please cancel my order and my details from all of your systems, I am staying with Vodafone.
Thank you
p.s. how pitiful you don't even have an email address!I had to break this complaint into 8 different parts to make it fit into your online form