Comments, Suggestions, Discussions > Lets have a Winge
Telstra
Forrykook:
I too moved away from Telstra many years ago for the usual reasons. But I started up a business 5 years ago and had to free up a phone line when the internet was being used so had to get ISDN as DSL broadband was not available here. Broadband bacame available a couple of years later so now I am on Bigpond broadband.
They are still stupid and a pack of idiots but we actually got a freebie out of them recently due to their ineptitude. I got a new T165i rural mobile phone on the NextG network, (also needed for my business), and it was supposed to have payments taken out on my monthly statements, (to pay the phone off). They lost all records of it so I got my wife a new NextG network phone also and added the payments onto my account. So basically I got my ZTE T165i phone for free.
Whalanboy:
i read this thread and had to share some frustration. my wife has a mobile bill that she got via Optus . upon trying to pay said bill she was informed that the account wasn't theirs as the phone number belonged to Telstra and they couldn't accept her payment. Despite the fact that it was an Optus mobile she called Telstra whom informed her that they do indeed own the number but not the account and could also not accept her payment. Optus had listed this account with a credit agency to put a bad mark against her name thus affecting her credit rating so she contacted Optus again only to meet with the same brick wall "not ours so we cant take the money" she pleaded with an Optus manager to investigate and he promptly removed the bad mark against her name but still would not take her payment. It has now been 5 years since we last heard from the credit agency about this matter. the account remains unpaid and we just hope that it doesn't come back again unless someone will take the money.
innocent bystander:
This general whinge about customer service also applies to other government owned enterprises that have been privatised, with the two biggest other offenders allegedly being Qantas and Commonwealth Bank.
Along with Telstra, their management and staff still seem to allegedly have a "public service sector" hangover in regards to their customers. They still seem to allegedly have the entrenched attitude that they know what we need better than we know ourselves. They are allegedly all excuse oriented, rather than being results oriented, and they allegedly all think that the word "sorry" solves all technical and customer relations problems.
One of the alleged generalised critisms is that they are more focussed on providing profits for their shareholders than providing service for their customers, but the two aren't mutually exclusive. Provide good service to your customers and profits are the natural result.
Until the alleged near monopoly situation that Telstra has inherited from the old PMG days of nearly 4 decades ago is changed, their culture has no need change for them to remain in business. It also doesn't help that the staff level has allegedly gone from about 90,000 mainly engineering, technical, research and support staff to about 30,000 mainly salespersons in this time.
dopamine:
Go Hector!!!
Rosie125:
Geez they're hopeless.
Got this email from them last night...
--- Quote ---Dear BigPondŽ Member,
We're writing to let you know that you've just reached 6641 MB for your BigPond Cable Extreme service with username XXXXXXXX
Your usage so far: 6641 MB
Allowance for this period: 8129 MB
Allowance remaining: 1488 MB
Your allowance resets on: Sunday, October 25, 2009
We'd like to remind you that your service will be slowed to 64kpbs after your monthly usage allowance is reached
A monthly and daily view of your usage is available from My Usage when you log in to My BigPond at hxxp://www.bigpond.com/mybigpond
--- End quote ---
User name and usage are right, sent to right email address..
But:
1) I'm not on BigPond Cable Extreme - I'm on a Liberty package.
2) My allowance is 12Gb
3) My account renews 4th each month.
4) Logged into BigPond and the details are right!
So what gives with this stuffin email?
Sent in a complaint form but don't expect a reply until "office hours".
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