Image: RollingNews.ie Image: RollingNews.ie EIR WILL APOLOGISE “unreservedly” for ongoing issues with its customer service operations when it appears before the Oireachtas Communications Committee today.
The committee will hear how Eir moved hundreds of customer care staff to remote working “overnight” as a result of Covid-19, and that many of its workers are now carrying out their duties from shared apartments or busy homes with young children. “From March to July the restrictions meant we were unable to hire and train new staff to replace leavers and manage the increased demand.”
The committee will hear that at one point, average call waiting times reached half an hour, compared to five minutes’ waiting before the Covid-19 pandemic.
every utility company should have an email address that queries and complaints can be sent to, and they should be seen to address everyone on them. the phone option is a cynical approach to deter queries and feedback. they know we all say 'I cant be hanging on for an hour'
Was once on hold for over an hour and then the line went dead and that was long before Covid, that’s just one incident, worst customer service I’ve experienced.
Aaah yes, the auld apology get out clause. Not much use to those still hanging on the line. Virgin media are just as bad. Once they have ya signed up, they don't care. Won't even offer loyal customers the specials for new customers. Absolute disgrace the whole industry is.
They made a business decision long before Covid to move their customer service operation and it has been a shambles ever since. Businesses like Eir using covid as an excuse for poor practices is... well poor practice at best
What a shit company
There is something seriously wrong where a utility provider can have such a bad customer service and get so many negative reviews BUT still make 220 million euro per quarter(PROFIT)🤔
Evelyn74415780 Just TD’s?
The fact that the apology is of the 'unreservedly' variety means that is the end of the matter. If yer won from Eir on Prime Time last night was the answer,what was the question? Beyond pathetic and fully explains why Eir is in the state it is in.
Their customer service was shocking before COVID.
To TDs?! Why not apologise to the paying public?! Or knock a few quid off bills for being held on the phone talking to 78 different people and 78 of them can’t help!
Their customer service even before Covid was a lot to be desired)!!
eir Why apologise to TD’s Why not get to an acceptable professional level and reply to customers within a reasonable time and apologise to your actual customers for past shoddy, at best, service
Driven to actual tears with frustration at the 'service' this company purported to provide. I can accept poor service in most things, but continuing to take a DD and not provide, is fraudulent. Moved to Digiweb_Ireland. Restored my sanity immediately. Nice phone service too.
They're making a bollocks of the entire country on a daily basis but TDs are the first and only port of call for an apology.
Think any customer who has ever had to deal with their customer service should be getting the apology
Apology to TD’s but no apology to customers....that’s just rude.
Google “Eir customer service”. There’s pages of stuff there. Some of it quite harrowing involving old people. They should be shut down and replaced with a state run company where profit isn’t the bottom line.
Where’s the regulator?they are selling a product that doesn’t exist
They made the entire staff of Telephone house in Dublin redundant, they didn't want to pay more than statutory until the Union stood up to them. Eir moved the operation to Sligo so they could hire kids without any of the experience & more importantly, employment rights.
Why now? Air have been brutal for years
Ongoing customer service issues ?. I can never remember a time when Eir customer service was not appalling.
I think they should be apologising to their customers rather than TDs 🤔
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