ErrorCom

Having spent around 100 minutes on the phone trying to get eircom to arrange a broadband line for our new business premises in a reasonable time I’m angry as hell. We’ve waited around 6 weeks for the telephone line to appear & they now can’t switch on the line for another 2 weeks. This seemingly artificial schedule is going to cost us yet more money. Customers can rest assured that we have backup broadband connections and that our servers are safely ensconsed in data centres but still…
What’s bugging me here is that the eircom representatives and support that I’ve spoken to over the phone:

• don’t understand the technology but adhere rigidly to an ordering process
• don’t appear able to pass a customer onto someone more knowledgable
• can’t maintain call context when they refer you to someone else, a basic call center activity

It’s less than impressive and particularly frustrating when you have to contact them to get a line.