Court hears customer made 13 calls to Eir, sent five emails and tried to make contact eight times on social media but never got anywhere
As luck would have it, she knew an engineer based in her area who told her that it was a problem with a phone mast. Armed with this knowledge she set up a community Facebook page to gauge the experience of others in her neighbourhood after which it quickly became apparent she was not the only one experiencing issues.Dublin District Court
The story was shared with the court by the communications regulator’s compliance, Michelle O’Donnell, who said ComReg had received complaints from a number of the telecoms company’s customers saying they had been unable to lodge formal complaints with Eir. It has also frequently appeared on the Pricewatch pages of this newspaper with readers highlighting the myriad ways in which dealing with the company had brought them stress.“My experience with Eir showed a multitude of incompetence,” ran one such headline. “Eir leaves reader frazzled with letters to dead brother and contract confusion,” went another.
She said issuing staff with warnings of disciplinary procedures if they gave callers phone numbers or redirected them to the complaints website “makes it all the more serious”.
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