Tag Archives | Toll Charges

Customer reaction to poor customer service and mistakes

There’s a right way and a wrong way to react to poor customer service and mistakes, and this letter from a couple of weeks ago in the Irish Independent highlights a few things done the wrong way in the face of E-Flow toll problems.

Sir — Your eFlow letter, (Sunday Independent, May 24, 2009) prompts me to relate my experience. I drove Southbound on the M50 on Bank Holiday Monday, May 4.

I returned Northbound. that evening, and paid the €6.00 toll on the website. Payment Number 440269.

Some days later, I received a request for payment of €6.00., which I ignored. Two weeks later, I received Unpaid Toll Notice, requesting €47.50, and advising that if this was not paid within 56 days, an additional charge of €104.50. would apply. I phoned and eventually got talking to a human (Tony). I explained the situation. He was not interested, and said that failure to discharge the Toll Violation Notice, would result in prosecution. As far as I am concerned I have a receipt.

They can eFlow off.

Martin Dunne,

Malahide, Co Dublin

First things first, if you have a problem with customer service or any issue with a company, you should not ignore it. I realise we’re dealing with E-Flow here, but I would hope that a quick phone call on the day when the next bill was received could have sorted all out.

If you get a bill from anyone, whether it’s paid or unpaid, you should always follow up to confirm that you’re understanding of the current situation (i.e. bill is paid) is the same as the company itself – and therefore they can update their records accordingly.

On another note, despite any and all provocation, you should also be polite when you’re dealing with customer service people. In this particular situation, I can’t say how the interactions went, but I’m willing to guess that if the writer of the letter is willing to have their “e-flow off” statement attributed to themselves in a national newspaper, then things might not have gone swimmingly between himself and Tony over the phone.

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VAT increase being used to sneak in price rises

When is a 0.5% VAT increase the cause of a 4% price increase? Isn’t this the kind of problem we knew was going to happen? Greedy businesses will start using the new 0.5% VAT increase as a further excuse for screwing even more money out of the Irish consumer.

The company with the dubious honour of being the first we’ve been told who’ve announced this kind of underhanded price rise this morning is Eurolink Motorway Operations Ltd.

The toll for the cars using the M4 this morning when from €2.70 to €2.80, as they put it:

Due to the increase in the rate of VAT, from 21% to 21.5%, effective from 1st December, as announced by the Government on Budget Day 14th of October, our prices will rise from the 1st December.

That’s a 4% rise in price – 8 times what should have been the case with the 0.5% VAT increase.

Have you noticed anyone else sneaking in these price rises in the name of the VAT increase?

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