Eir admits it let customers down and vows to improve

Contrition was the theme for the telco’s leaders on a call today as they promised to learn from their failings in customer care

Carolan Lennon, chief executive of Eir: ‘We’ve had some blips on the way.’ Photo: Rollingnews.ie

Apologies were given repeatedly by the top brass of Eir this morning as the telecoms giant stressed it was determined to improve the service and reputation of its customer care.

“Customer care had a difficult 2020, to put it mildly,” David McRedmond, non-executive chairman of Eir, said.

“We underestimated the full scale of the challenge of in-sourcing care. It was manageable, but a list of ten or more issues became 100 or more issues when ...