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Telecoms After-sales Support – What Support?!!
‘They are hopeless, no customer support, no callbacks, no service!’
‘Just spent 40 minutes on hold with them before I gave up, and they haven’t replied to the last three emails I sent them!’
These are just two small examples of the complaints about telcos to the CAI’s new National Consumer Complaint Register.
Whether it’s a matter of networks that don’t work, below-par broadband speeds, billing mistakes or staggeringly poor customer tech and sales support, many users are simply fuming.
The Consumers’ Association of Ireland (CAI) highlights the problems in John Cradden’s article in the February issue of its Members magazine Consumer Choice.
Attracting the lion’s share of complaints in this area has been Irish Broadband with complaints also about BT Ireland and, to a lesser extent, NTL and Eircom.
When you look at the number of complaints, it is clear that when it comes to after-sales customer service, emerging telecommunications firms are not exactly blazing trails of quality standard setting, said CAI Chief Executive, Dermott Jewell. Telecommunications is a vital service on which many depend and for which they must pay dearly. Considering the unacceptable and increasing number of complaints, regrettably complimented and highlighted by a poor quality of service, it is now necessary that the industry pay compensation for their inefficiencies.”
The CAI has raised its concerns with ComReg at a meeting in CAI HQ on February 7. We provided Commissioner Mike Byrne and his team with examples of some of the complaints received and they have requested that we include the following consumer information in this release.
The Commission for Communications Regulation (Comreg) has a dedicated consumer line open from 09.30 to 16.30, Mon-Fri including lunchtime. It can be contacted on lo-call 1890 229 668, by fax on 01-8049671 or email consumerline@comreg.ie.
The Consumer Team can assist in acquiring responses to consumer complaints against telecommunication or postal companies once a consumer has exhausted the operators’ own complaints handling process. From the consumer’s perspective, Comreg’s role is to act as a mediator and, whilst it does not regulate Broadband as a commercial product, Comreg can ensure that consumers do receive a response to their complaints.
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“When we consider the extraordinarily high profits being achieved by many firms, not to compensate clearly fuels truth to the allegation that the sector forms part of the ‘Rip-Off’ element trading in our midst.”
CONTACTS:
John Cradden – CAI Research Journalist 01 – 497 8600
Dermott Jewell – CEO. 01 – 4978600
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