Greg Canty Fuzion Blog

Eircom Business

I am sure that I am not the first to have experienced lousy customer service but I just have to blog about Eircom. At a time when we are all busting a gut to get by, delivering excellent customer service it astounds me how some companies can get away with the total opposite.

Without going into the blow by blow of the story they made a total shambles of a simple leasing agreement on a phone system and put us on a careless business tariff that had us paying about €300/400 too much every month. This went on for over a year – I was offered a credit of €200.

Read on …. the text of my last email to them (lets see if they are listening to their customers online: I will circulate the blog on LinkedIn, Facebook & Twitter)

email: 4th Feb 2010

Hi Padraic,

This is going from bad to worse ..

In response to your efforts to get this sorted on your side I received a call yesterday from a ‘Debbie’ in Eircom.

While very pleasant and courteous she seemed to be quite junior. She politely explained that her credit jurisdiction did not extend beyond €200 and if I wanted to achieve something more than this I would have to make an ‘official complaint’!

Aaaaaahhhhhhh …. what in the name of god is going on at Eircom.

In fairness to Debbie she saw the funny side and acknowledged that what was going on and my steady flow of correspondence did qualify me as ‘a complainer’. She totally empathised with me and promised that someone with some sort of authority would call me back in half an hour.

I needn’t tell you that I never received a call from anyone.

Officially ‘This is a complaint’ to Eircom and not me writing for the fun of it.

I would appreciate some action please.

Regards,

Greg Canty

Greg Canty is a partner of Fuzion Communications

Tags: Customer Care, Eircom, Eircom Business, Fuzion Communications, Greg Canty, Recession in Ireland, Retail Marketing

This entry was posted on February 4, 2010 at 10:56 am and is filed under Customer Care, Marketing, Recession, Retailing. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.