waider

This is the second time I have had to register a complaint regarding the almost complete lack of customer service I have received from your company. On November 4 I called Eircom Sales to cancel my existing ISDN line and set up a new phone line. I was told that both tasks had been entered into the system, that I would have the new phone line in about 30 minutes, and that the final bill for the old account would be sent to my new address. One week and two further calls to customer service later I finally had my phoneline activated. In the interim I was told that there was a problem with the line and that someone would call me "in the morning", neither of which occurred (call made on the evening of November 5). I can only thank one of your staff in the Galway call centre named Geraldine who actually seemed to know what she was doing. Two weeks later, having not received either the final bill for the old account or the paperwork for the new account, I again phoned customer support to be told that the final bill "takes up to two weeks to process" and the paperwork "is in the post". Again, both statements turned out to be false, since I have just now (10:45am, December 16) talked to an eircom customer support representative who told me that my old account was NOT closed, and that there was a "three to four week delay" in issuing paperwork for a new account. Without the paperwork for the new account, I have no account number and am thus unable to register for discount services, DSL line testing, etc. On top of which it seems obvious that the representatives who told me on November 3rd, 5th and mid-month that everything was in order were obviously lying to me and making no effort to rectify the problem. I fail to see how this sort of behaviour constitutes any sort of customer service, much less adherence to your much-touted customer charter.

Regards,
Ronan Waide.