Please State Your Complaint – I’m Sorry – Time’s Up!

Hugh Green comments that Eircom have come up with an inspired strategy for dealing with customer complaints. The online complaints form on their website has been modified to take no more than 400 characters of complaint. If you can’t say it in 2.5 text messages, then tough!

It would appear that this bears all the hallmarks of management at work.

Formal Complaint To Eircom

[UPDATE 22 MARCH 2007:  This case has been resolved.  See here for details.]

Submitted today:

Here is supplemental information in relation to this complaint which I have submitted by phone today. I spoke with ____, who has contacted Operations in relation to it.

I ordered a new phone in August because I needed broadband at this address, which is only 2 miles from a broadband exchange (Sixmilebridge, Co. Clare).

I was told that the lines on that exchange were tested each month, and that I would know by the end of August whether it was fit for broadband.

However, it turns out that the line which was installed is what is known as a “split line” or a “carrier line”. Instead of a direct connection to the exchange, my calls and those from other houses are multiplexed on a single copper pair. This “party-line” is inherently incapable of broadband.

Since then, I have discovered that the house next door has got broadband. This subscriber pays the same as I do – yet they get their own copper and I do not, despite the fact that I ordered the line for the sole purpose of broadband.

When I ordered the line, I was under the impression that the only determining factor governing broadband suitability would be distance from the exchange. I had no idea that it would also hinge on the apparently arbitrary decision as to whether a dedicated or a split line was installed.

I want this split line replaced with a dedicated copper pair to Sixmilebridge exchange.

Comreg tell me that I am entitled to a reply within 10 working days. However, I was astonished to hear them also say that they have no regulatory function in relation to broadband – just voice.

Is there anyone in charge here? Minister?