REAL NAMES TO FOLLOW SHORTLY ;)
Firstly: The facts!
- Eircom were contacted to fix a broken phone line. The line was completely dead.
- Eircom fixed the phone line by installing a new line.
- Eircom failed to ask us if we had broadband, they also neglected to turn DSL back on for our new line.
Due to the actions taken by Eircom they effectively cut off our broadband connection. To resolve this issue we first called Esat BT (our broadband provider). After several HOURS on hold we got talking to a technician who advised that we fill out a new line connection form. From talking to Esat BT support I am drawing the following conclusion:
Esat BT technicians are not interested in resolving your issue. They are interested in getting you off the phone as quickly as possible as this is the metric by which they are rated. (Number of calls VS time)
Obviously there is a serious conflict of interest when trying to juggle providing decent customer care and getting through 20 calls in a shift. The end result is a horrific experience for most customers, and resolution for the small few who are lucky enough to get someone who cares.
On to Eircom: We called Eircom to explain that it was in fact them who had caused the whole problem by cutting off the DSL (without asking). We had the misfortune of speaking to Lorraine (the worlds worst customer service representative). Lorraine was thoroughly useless, abusive, and belligerent. It was clearly explained that Eircom were to blame for the whole problem, however Lorraine explained over and over that in order to resolve this we would need to contact Esat BT, who would in turn contact Eircom. Procedure obviously could not be broken, god forbid. Lorraine was the quintessential call centre drone, firing out the buzz phrases of "Its a wholesale issue"....and "bare with me". You should not be working in customer service, as you are ignorant and rude.
After 15 minutes of Lorraine's drivel the purpose of our call switched from getting our problem resolved to making a formal complaint about Lorraine's attitude. We got put through to Lorraine's manager x. It soon became clear as I watched my sisters face in horror as x launched into another defensive attack, stating the problem was not eircom's and we needed to call BT (They call this schooming x). The conversation, and any faith we had in Eircom ended when x hung up on us, having lost her temper at the end of a biblical hissie fit.
Thank you Eircom, you just joined the elite of customer service scum bags
So where to now: So both companies had fobbed us off. We were left with no other choice than to go back to ring Esat BT and pled with them to help. Luckily for us after a 50 minute wait we got talking to a technician called Paul who ordered a line check for DSL. I will say that Paul promised to call me back with the results....and never did. That said the problem with the DSL looks to be resolved as the DSL light is back on!
Enter The Peace Maker: It jmust be mentioned that "nice guy eircom" did call us back to apologise for the horrendous treatment we receved at the hands of Lorrane and x. However man above, you did not apologie for cutting the DSL and causing the problem in the frist place.
In retrospect: What should have happened is this:
- We call Esat be and report DSL down.
- Esat do a line check. > Problem is resolved
Instead the staff of both companies created a nightmare for us.....and the above is our story!!!!!!!!!!!!!!!
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