Argh, it’s never easy.
After this post, the consensus was
that nowadays, Eircom have a pretty good quality of service for their DSL
offerings, taking both price and service into account. I was happy enough to
go with that, so I ordered their "Eircom broadband always on 2MB and Eircom
talktime anytime bundle", back around the middle of April.
I had a great call with the sales agent, Hazel. Everything went swimmingly,
we were all set for the modem to be delivered and the service to be up and
running in 10 working days — by May 1st April 30th. I asked for an order reference
number and she said I didn’t need one, it was all handled in their system.
Great!
Unfortunately it seems the call centre staff never got that quality-of-service
memo.
Come May 1st, there was no sign of the modem, so I rang Eircom’s order line to
see how things were going. To my horror, the staff I talked to told me that
there was no record of my previous order, or call… it was as if that call
had never taken place at all. No part of the order had even started.
As a result, I’ve had to reorder from scratch. The previous 10 working
days we’ve waited counts for nothing. (The agents lie through their teeth
about this, though — one agent says they’ll send it out in the "next 3-5
days", the next agent insists that we have to wait the full 10 days, and
the next says somewhere in between — anything to get us off the line
within 4 minutes.)
This is bad news, since we’re waiting on the broadband to move in — since
I work from home, we can’t move in until we have a good ‘net connection.
We can’t even make a complaint to Eircom about this fuckup, because they refuse
to take complaints without the original order number to reference — the one
that "Hazel" told me wasn’t needed anymore. Now that’s bureaucracy.
Attempts at escalation just wound up with a dead end, where supervisors had no
names and had left the office at 10am anyway. >:(
Best of all, their online complaints system now takes a maximum message length
of 400 characters, so you can’t even provide a detailed written complaint
online anymore. (That is, not unless you submit the complaint
in 15 separate parts…)
What a fiasco.
So we now have to wait until May the 15th. We’ve submitted the complaint
via the aforementioned 15 parts, and postally; if they don’t take action
on those, we’ll complain to Comreg (and let’s see what that’s worth).
But here’s a question — assuming they fail to deliver the second order within
time this time around, can we cancel at that stage? There’s a minimum contract
length of 6 months, but since the service hasn’t been delivered, I would
hope that hasn’t started yet. The terms and conditions
document says:
"Ready for Service date" (otherwise "RFS date") means
the date on which eircom establishes the Facility for the
Customer.
3.1 This Agreement shall commence on the Ready for Service
date and shall be for the Initial Period. Provided that this
Agreement has not been terminated in accordance with
its terms or in accordance with the Regulations, this
Agreement shall thereafter automatically renew for
successive six-month periods. For the purposes of this
clause 3, a six-month period will be calculated from the
anniversary of the RFS date.
3.2 The Customer may cancel its order for the Facility
at any time prior to the RFS date. In the event of such
cancellation by the Customer it shall be obliged to
return any Kit, which may have been provided to it by
eircom. Any Kit shall be returned to eircom by posting it
to the freepost address detailed in the welcome pack.
In the event of any Kit not being returned to eircom
within fourteen (14) days of the cancellation of the
Order for the Facility, the Customer shall be charged
by eircom and shall pay to eircom such sum as is set out
in the Regulations as being the charge payable in respect
of the non-return of any Kit.
So I guess as long as the facility — the ADSL line — is not up and running,
I’m clear to cancel, right? It’s a little worrying that the "facility"
doesn’t include the "kit" — ie. the broadband modem, though; if they
fuck up sending out the modem, but the line is up, am I liable for
200 Euros?
In terms of who are viable options to switch to — in my opinion it’s got to
be fixed wireless, since everyone else now would have to go via Eircom’s
exchanges anyway, and be delayed there. So — Irish Broadband. I know they
had some pretty massive problems 2 or 3 years ago, but recently I’ve been
hearing good things about them, Boards.ie has some reasonably good-sounding
recent
experiences,
and half of my new neighbours (srsly!) are using them with great results.
Anyone got recent news about how useful they are with service quality and
install speed for their Breeze product in the D9/D11 area?
Alternatively, Ripwave might make a reasonable stop-gap option? 120 euros is the minimum
fee (6 months at 18.95 per month), which is better than the money I’m
paying now to live in two houses…
Alternatively anyone know an Eircom engineer in D9/D11 that can
nip over to the exchange and plug in my connection on the DSLAM? ;)