Back with our old friends at eir – and nothing seems to have changed


Over latest months you’d have been forgiven for considering that every one the issues we’re accustomed to coping with on this web page have merely gone away. That has – sadly – not been the case. Whereas lots of the queries now we have been getting have been straight associated to the present disaster, there have been others which haven’t. We’ll dedicate the web page to only a handful of them this week.

First up are our outdated mates at eir.

“Lately I found that my 86-year-old mom has been overcharged by eir for a yr,” begins a mail from a reader known as Edel.

Edel’s mom signed up for a package deal which value €66.98 a month and included limitless utilization of eir fibre and Eir Speak Cell World, one thing which permits for limitless calls to Irish landlines and mobiles and to high worldwide landlines and mobiles. Her son lives in Florida and she or he likes to name him.

“Nevertheless, for some cause for the previous yr they’ve charged an additional €24.35 for house broadband prices,” Edel writes. “She spent weeks attempting to get by way of to eir, holding for over an hour,” the mail continues.

“I do respect the Covid state of affairs and have only in the near past taken this over for my mom as you’ll be able to think about the stress that is inflicting an 86-year-old woman, on a State pension. I utilized on-line to be nominated because the individual to talk for her. I by no means obtained affirmation of this.”

Like her mom, Edel spent days holding “for as much as an hour typically. I managed to get to talk to somebody in eir as just lately as 15th June and once more on 22nd June. She checked into my question and did affirm that my mom was overcharged for the previous six months however they mentioned they might solely refund the final month.”

Edel mentioned this was unacceptable and the household needed all overcharged monies refunded. “She mentioned that she would arrange a refund case and that it might be between 14 and 30 days earlier than we hear again. Nevertheless, since then I’ve found that they’ve overcharged her since June 2019.”

Within the meantime, Edel paid her mom’s overdue invoice on-line however determined that she would solely pay her package deal of €66.98.

“A couple of days later we get a textual content to say that ‘As a result of an overdue steadiness in your eir account, your service will likely be suspended, until you’re taking fast motion . . .’

“Evidently, this precipitated me concern as my mom’s telephone line is her contact to her household and out of doors world. I set about calling the quantity on the textual content. About 50 minutes later I lastly received by way of to a slightly impolite individual, and defined my predicament. And, to my horror, I used to be minimize off. I don’t know why nevertheless it might be only a technical challenge.”

So off Edel went once more to attempt to get by way of and ultimately after about one other 50 minutes she made contact once more. “The shopper credit score management crew member defined that she couldn’t assist and that she was not conscious of the refund case and that the steadiness would should be paid.”

Edel says she is afraid that is going to go on and on. “My expertise up to now with eir isn’t nice, as I only in the near past modified over to eir for my broadband and telephone, and on my first invoice I used to be additionally overcharged by €40 plus. I’m at present attempting to kind that one additionally. And once more, they’re saying that they’ve submitted a refund case. As I acknowledged, my mom is 86 and I estimate that she is due about €300 refund, and what I might additionally like them to do as a goodwill gesture is to permit her to entry the latest value they’ve for brand spanking new prospects. She is with eir for years and years however seemingly loyalty doesn’t appear to matter anymore. She at present wants some medical therapy and that €300 would definitely take some monetary stress off her.”

Frustration

That isn’t the one eir-related correspondence now we have had in latest days.

“I’m simply contacting you to focus on the difficulty which I’ve had with eir and vent my frustration,” begins the mail from Róisín ominously.

“My dad and mom have had a landline with Eircom/eir, I might think about for about 40 years. As my dad and mom are each of their 80s I went down as a contact on the account so I might cope with eir ought to they’ve any points,” she says.

“In March 2019 I put them on a package deal which meant their payments have been averaging €45 per thirty days roughly. Since February of this yr my dad has been very unwell and has been out and in of hospital which implies my mam has to make much more calls. She was very involved as that they had risen to roughly €100 per thirty days.”

Róisín tried on many events to make contact with eir to debate altering the package deal however she stored being positioned on a queue of about 30 minutes and customarily after this time the decision can be disconnected.

“My mom has an outdated cell phone and by likelihood occurred to note that she had received a message on the 12th Might to say that as a consequence of excessive utilization she wanted to contact 01-7662506 or her telephone can be disconnected. I used to be nervous that this was spam. I simply so occurred to keep in touch with eir Enterprise that day and I discussed this message to the eir customer support individual and he mentioned that eir by no means textual content prospects and would by no means minimize off a buyer with out writing to them and sure it was a spam message and to disregard it.”

That was grand, says Róisín, and she or he ignored it.

You possibly can in all probability guess what’s coming subsequent.

“On Thursday final my mam once more occurred to note that she had received one other message re excessive utilization and the subsequent factor was that their landline was minimize off! My mom was so upset as my dad was again in hospital and she or he had no means of contacting them,” Róisín says.

She spent two hours solidly attempting to contact eir. “Every time I used to be positioned in a queue after which it might cling up. This occurred [and still happens on all eir’s numbers] about 20 instances. Ultimately I received by way of to a consultant and he mentioned that though Mam and Dad’s payments are paid by direct debit every month, of their opinion they’re making too many calls and so they determined to disconnect the road.”

Sorry, what?

Róisín needs to understand how eir can get away with treating prospects, particularly aged ones, like this. “It’s the most ludicrous factor I’ve ever heard. I ended up having to pay €100 off their invoice so they’d come beneath what they name their ‘truthful utilization coverage’.”

Her mom was with out her telephone for 24 hours. “I’ve since being attempting to get again involved with them as their caller ID and name answering has disappeared however, as traditional, the calls are simply not answered. I perceive lots of people are working from house however that is all the time the case with eir. I’ve since spoken to lots of people about this case and practically everybody I’ve spoken to has had an identical challenge.”

Broadband and TV package deal

And there was extra about eir. “I’m writing to you as a final resort. I’m certain you might be sick of getting client complaints about eir,” began the mail from Brideen.

“The issue began final November after I tried to cancel the broadband and TV package deal with eir however we’re preserving the home telephone which now we have had at this home for over 32 years,” she says.

“I adopted precisely the recommendation on its web site and despatched a stop discover. I had added the TV and broadband in about 2015. I seen in February that the direct debit was nonetheless being drawn down and phoned eir. After a while I received by way of and was advised that the letter was by no means obtained. After a prolonged dialog with this individual, he advised me I ought to return the modem to a PO Field in Limerick as I might be charged €50. This I did and despatched each modem and TV field and received a receipt from the put up workplace. I enclosed the unique letter and requested them to acknowledge receipt by textual content or electronic mail. They failed to do that.”

One eir customer got a message regarding high usage and then their landline was cut off.
One eir buyer received a message concerning excessive utilization after which their landline was minimize off.

Then, within the third week of April they minimize Brideen’s phone off. “This in the midst of the pandemic. We’re each OAPs. I’m 75 and Aidan is 77. Twice I’ve stuffed out the criticism kind stating our case and received an automatic reply telling me how essential we have been to them. I attempted Webchat and nobody answered. I’ve tried repeatedly to get in contact however the system doesn’t recognise both our account quantity or phone quantity; seemingly it not exists. I additionally received an automatic reply telling me the account was “quickly suspended”.

Eir’s response

We received in contact with eir and obtained the next assertion:

“ Our care crew has been involved with all three account holders to rectify the issues and be certain that these prospects have the service and account plans that greatest swimsuit their wants. We’ve apologised to the purchasers for the delay in resolving these issues.

“Clients have been experiencing longer wait instances than traditional when contacting buyer care over the course of the pandemic as our care brokers usually based mostly in Sligo, Cork and Limerick moved to distant working, and we apologise for any delays skilled by prospects.

“We’ve now reopened our retail shops the place it’s protected to take action, and now we have made adjustments to how these retail shops function. Implementing public well being tips, together with social distancing, have meant longer wait instances in shops. As such, queries regarding SIM card swaps or gadget upgrades are additionally being managed by buyer care.

“We’re working laborious to return to our traditional ranges of care and thank prospects for his or her endurance throughout this time. We’re at present recruiting to develop our care crew all through Eire. Our digital help and social channels proceed to function as traditional, and now we have made extra self-service varieties obtainable on eir.ie to offer prospects with solutions to many regularly requested questions.”

Tough to contact

The complaints haven’t all been eir-related. “In December 2019 I purchased a renewed merchandise from Amazon,” begins a mail from Francis Reed. “The itemizing makes it clear there’s a guarantee and so they declare they’re there while you want them. This isn’t the expertise I’m having.”

The merchandise was provided by a number of sellers so Francis clicked by way of to the most affordable.

In Might the unit failed. “So I’m going to the platform, attain out to the provider solely to seek out the provider not trades through Amazon. No suggestions, no means of contacting them. Now Covid-19 comes into play. Most methods of contacting Amazon don’t work. Telephone and emails bounce. So it’s Chat. That’s an expertise when you need to do it again and again.”

He says escalating the difficulty internally and “making a declare” beneath the guarantee merely will get denied with out clarification.

One Amazon customer says making a claim under warranty simply gets denied without explanation.
One Amazon buyer says making a declare beneath guarantee merely will get denied with out clarification.

“Amazon say I purchased the unit from the vendor. I paid my cash to Amazon and I consider they’ve an obligation beneath the itemizing to honour the guarantee. As a sidebar, I discovered some extra particulars of the vendor. Their buying and selling tackle appears to be a home, in response to Google maps. The Refurbished scheme has strict sign-up standards for sellers. Right here’s a case the place issues have damaged down and the patron is left holding the newborn.”

Francis has written to us as a result of he believes his expertise highlights the potential issues when coping with giant on-line retailers. “Buying on-line means you’ll be able to’t cope with somebody head to head, and organisations have shut down their traditional routes of escalation, focusing as a substitute on offshore name centres with chat-only services and laborious and glued processes. Is that this what it’s going to be like going ahead?”

Beer and rashers

And at last now we have an issue targeted on issues expensive to our hearts – beer and rashers.

“There’s a meals merchandise which I purchase very regularly and which has risen in value by 25 per cent in latest weeks,” says Michael Coyle. “The product is the smaller [unsmoked, vacuum] pack of Galtee again rashers [pack of five] and the Denny equal [six rashers].”

He says each have been €2 for so long as he can keep in mind however, a number of weeks in the past, they went as much as €2.50, an increase of 25 per cent. “This throughout a interval when each resort, restaurant and B&B within the nation is closed so the general consumption of bacon merchandise must be down. But this retail product has abruptly gone up in value by 25 per cent. Each Galtee and Denny are manufacturers produced by Kerry Group.”

His “subsequent gripe” is in regards to the field of 20 x 33cl bottles of Heineken. “This can be a pricing benchmark product for me. Any time I’m going into an off-licence, I look to see what they’re charging for that field and that offers me a steer as to what their common pricing is like. Up to some months in the past, you could possibly get this field in some locations for as little as €18 and also you’d by no means count on to pay greater than €20. However in my native Supervalu, it has crept up from €22 at the start of the lockdown, then to €24 and this week it’s €25.”

The price of a box of Heineken can vary hugely as can the price of rashers.
The worth of a field of Heineken can fluctuate vastly as can the value of rashers.

He says Dunnes in Cornelscourt is doing house supply for a restricted vary of groceries and booze and so they’re asking €27 (plus supply cost) for that field of Heineken. “With the entire pubs and inns closed, I significantly doubt that Heineken has pushed up their wholesale costs.”

We received in contact with SuperValu to see if it might shed any mild on the value hikes. we heard nothing in regards to the bacon however when it got here to the beer, a spokesman mentioned the provider has raised the value on this product, “however it’s often on promotion and will likely be obtainable once more on promotion at a decrease value of €20 from Thursday, July 16th till Sunday, July 19th.” So not less than that’s one thing.





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