No response to my letter of complaint (Solved)

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dw
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5 October 2017, 21:24

Hi - I've sent a letter of complaint to eir by post on Aug 10th and again via email on Sep 11th. I'm still waiting a response.
Can you explain why the delay ? What has happened to your customer service ?
Solved. Read answer here:

Sorry for the delay, Dw.

I've liaised with the relevant team & they have sent you the response via email. Sincere apologies for the delay.

-Vaishali

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  • eir Vaishalieir Vaishali
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    6 October 2017, 10:55

    Hi there,

    Thanks for getting in touch & I'm sorry to hear this.

    I can understand how frustrating this must be for you and I sincerely apologise for the customer journey on this.

    Can you please PM me with your registered email address? I'll look into this for you.

    -Vaishali
  • dw
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    6 October 2017, 22:04

    PM sent.
  • eir Vaishalieir Vaishali
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    9 October 2017, 11:11

    I've received your PM & I'll respond to your PM shortly.

    -Vaishali
  • dw
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    18 October 2017, 18:14

    I was told I'd have a response within 5 working days. Its now been 7 working days and I have not received any letter yet.
    Can you PM me to confirm what date the letter was issued and what address it was sent to
  • eir Vaishalieir Vaishali
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    19 October 2017, 10:46

    I'm sorry about that, dw.

    I've responded to your PM.

    -Vaishali
  • dw
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    24 October 2017, 14:43

    Can somebody provide me with an update on this? It's gone beyond a joke. I'm still waiting for a response to my complaint. My questions are not being answered. This is very poor customer service.
  • eir Vaishalieir Vaishali
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    24 October 2017, 16:42

    I'm sorry for the delay, Dw.

    I've checked with the relevant team & they have advised that you'll receive the response to the letter within 10 working days & you'll receive the email confirmation regarding this.

    -Vaishali
  • dw
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    24 October 2017, 16:53

    Will that response be emailed to me?
  • eir_addyeir_addy
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    24 October 2017, 17:18

    Yes, you'd be responded via email in relation to this.

    -Addy
  • dw
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    8 November 2017, 21:33

    So 10 working days have now elapsed and I still have not received a response to my complaint. This is disgraceful. It's been 3 months since I first submitted the complaint. I've been promised on several occasions that'd I'd have a response within 5 days initially and subsequently within 10 days. How hard can it be to email a response to me. This has been probably the poorest display of customer service I have ever experienced. Because my complaint has not been replied to I feel that I have no other option but to raise the complaint with ComReg
  • eir Vaishalieir Vaishali
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    9 November 2017, 10:57

    Hi Dw,

    I'm really sorry to hear that your complaint has not been responded to and sincerely apologise for this and completely understand your frustration.

    I've liaised with the relevant team again & once I get a response from them, I will be straight back to you to confirm.

    -Vaishali
  • dw
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    22 November 2017, 17:46

    I am still waiting for a response to this. A member of the customer care promised me a response within 2 working days. That was 8 working days ago. Vaishali do you have an update on this?
  • eir Vaishalieir Vaishali
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    Answer

    23 November 2017, 11:18

    Sorry for the delay, Dw.

    I've liaised with the relevant team & they have sent you the response via email. Sincere apologies for the delay.

    -Vaishali

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