Anyone else had a reason to talk with eMobile customer service of late?

I signed up to move over to eMobile the day they launched from 3 and i have to say so far the journey has been a terrible one.. It was October before i received my sim (actually a phone also) and November i think before they got my number ported and only after i had screamed and shouted from the roof tops and managed to find a very helpful employee within the business side of the business that knew what he was doing and got that issue sorted. Credit to eMobile though they did give me my first month free although given I couldn’t really use the service so little else they could do….

Then my problems with them really started, I was never wanting or intending to use a phone from eMobile but my iPhone which was going fine up until 2months ago then it unfortunately started to give up on me and whilst I was expecting a upgrade so early into my contract I thought eMobile would be keen to keep a customer happy and offer them some sort of middle ground to get me a new phone, and in a way they did agreeing to go 50/50 with me on the cost of a pay-as-you-go handset which supposedly could be leveraged against my land bill etc. until I was due an upgrade at 6months…

This all sounds perfectly reasonable I hear you say and I have to agree it was very good, until of course that the proposed handset cost couldn’t be offset etc. and I ended up buying a very inferior handset to tide me over the two/three months until I was told I could get an upgrade…

However this is eMobile the company that prefer to have you buy yourself out of your contract and walk away from them to a competitor because I’m now being told that I can’t get an upgrade any sooner than September/October therefore here I am stuck with an inferior handset that can’t handle the functionality I need on a daily basis and no one within eMobile seems to want to entertain keeping a customer happy outside of Steve who looks after their twitter account and I find that very upsetting given I invested trust and belief in them on the day of their launch.

The ongoing saga with eMobile, lastest update

So in last ditch attempt to continue my relationship with eMobile I requested initially via customer service to speak with the Head of Customer Service James Waghorn to let him know personally the shocking service that I’ve received from eMobile since joining them on the launch day back in September, however surprise surprise nobody within customer service would pass me onto him but said they’d have their team leader call me which as with countless other times I was told this of course the call never came and I ended up finding myself chasing them.

Now as I’ve mentioned previously the only person within eMobile that’s been of any assistance to me is a gentleman called Steve who manages the @emobileireland twitter account and to his credit he did speak with James Waghorn on my behalf and a message was relayed that he was too busy to make a call but that one of his colleagues would be calling me to discuss my grievance, progress you would think… well no the person that called me was from the cancelations team to talk about the process for closing out my account which I guess says it all in that the terrible service offered by the eMobile customer service staff comes directly down from the Head of Customer Service – James Waghorn himself who’d rather lose a customer than give them 2mins on the phone to hear out their grievance with the services received.

I’ve subsequently provisionally ordered new mobile on a 24month from 3 and given eMobile until the close of business to keep me as a customer which ironically I want to do because their coverage in my opinion can’t be beaten but I’m not holding my breath that they will do anything because they seem to be hell bent on following the path of sod the customer we don’t need you which given they are still very much a niche player in the Irish mobile market will I’m sure mean that they aren’t around for very long.

In short I guess what I’m trying to say here is that if you are considering jumping to eMobile from another service provider then do yourself a favour and don’t because I can promise you you’ll only end up regretting it like I have and facing a large bill to buy yourself out to be able to get hopefully good customer service elsewhere.

A few questions answered:

A few people asked me some questions regards the above & when I get time I’ll rewrite the blog to cover all the facts but hopefully this will answer some questions:

  • Not mentioned above is how I had to make a call every day, sometimes twice for updates on the status of my number porting  in the first month because I never got  the promised call backs.
  • When my iPhone gave up on me I wasn’t just expecting eMobile to just give me an upgrade so early in my contract and nor am I now I appreciate there will be some sort of trade off, and In fact I offered to buy the particular handset from the outset I wanted but was told outright that I couldn’t buy it only for it to know be available in the prepay handsets offerings.
  • I also offered to sign a new 24month contract and waive any right to another upgrade for that duration but  they wouldn’t entertain it.
  • I offered to convert my personal contract to a more expensive business package in order to help them help me get a new handset, they wouldn’t entertain it.
  • To be honest I’d like to think that I’ve tried to meet eMobile all the way in the middle and yet the favourite word within eMobile is NO…, despite being told by some people that they can and do make exceptions on a case by case basis… I’d like to see proof of that..

 

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