Eir besteht darauf, dass das Personal angewiesen wird, Beschwerdedetails vor Kunden zu verbergen, die „aus dem Zusammenhang gerissen“ wurden
https://www.independent.ie/irish-news/eir-insists-staff-instruction-to-hide-complaints-details-from-customers-taken-out-of-context/a2095224840.html
Von PoppedCork
13 Comments
With Eirs track record, very hard to believe the instruction was “taken out of context”
Sure
Why is this company striving to have the worst customer support?
No no. Dig up stupid!!
7500 euro fine is a pittence compared to the cost of a properly supported complaints process.
I think we’ve all had an Eir experience that verifies this is complete bollox.
That fine is laughable
I recall switching from one provider to eir, it was a cluster fuck. They buggered up the connection in the exchange meaning I was without connection for 2 weeks. Then when I switched away again 12 months later they delayed the number port, provided the wrong information to the new provider and basically were about as useful as a dose of anal seepage
What context. Hiding the complaint details of customers is pretty explicit.
Eir plans to pay out dividends of €100 to €150 million this year and next. A €7,500 fine is a ridiculous amount for a company of this size, where basically they can take a look at the potential fines, shrug their shoulders, and keep creaming it by breaking the terms of their regulation (ie, the law.) https://www.irishtimes.com/business/2024/03/27/eir-co-owner-iliad-holds-off-on-triggering-option-to-take-control/
Maybe that’s their new training manual policy.
Customer: “You overcharged me for my broadband last month. I would like to complain.”
Eir: “Excuse me but you are quoting your most recent bill out of context so that is not a valid grounds for complaint.”
Release the training document in question for scrutiny if you want people to believe this.
Just a shame Comreg is so toothless when it comes to this. €7500 is a pathetic fine after months of legal action and is a green flag to Eir to just carry on as is if that’s as bad as it gets. But sure they’ll buy another fake customer service award and we can expect to see this story again in another 5 years