Pádraig Hoare: Irish consumers short-changed when it comes to customer service

The lack of service or fixing an issue is one thing, but the layers upon layers of action that customers need to take before their complaints are remedied is what causes the most anger and frustration.

Dermot Jewell of the Consumers' Association of Ireland says what is missing is the requirement that the consumer be compensated for delays in resolution, remedy and refund.

When it comes to customer service, more and more Irish consumers are being short-changed.

Whether it's being left on hold on the phone for hours on end, the lack of follow-up, or quick fixes only for the problem to arise again, good customer care is getting harder to find.