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Telstra's "Customer Experience is one I have no wish to repeat. Bring on the NBN!
G.
asked by Telstra to accept a single bill (cool), yet when deciding to leave and ask for a final bill get told that not possible due to bigpond, foxtel and home bill not being integrated for termination. As not sure what to pay (overpaying means battle for refund) decide not to pay anything and wait for at least a month for a semblance of a final bill only to be slugged late payment fee. This is amateurish at best david thodey and it needs to be sorted out. There is best of breed technology out there for you to use which will sort this ruubbish out.
John Stanhope is processing avenues that will bring advantage to the customer service capabilities of Telstra.
Those who oppose Telstra use every trick in the book to disparage Telstra and promote their own advantage.
With the Government now working in unison with Telstra to create a new NBN opponents had better shape up or ship out.
Sydney, are you really KJI? You seem to use the same Stalinist style sloganisms - "Those who oppose Telstra use every trick .." that's a corker! The first sentence is a classic in double speak, almost Orwellian!
Keep it up, it's particularly funny in that it re-enforces the Telstra stereotype.
After attempting to terminate my "Telstra Experience" about 3 years back, I still receive a monthly account from them that's $8.75 in credit but no refund.
G.
most of the people that complain about Telstra cause the problems themselves on their accounts.
Telstra has signifcant technology problems around its billing approach and the technologies involved that will be hard to resolve/reconcile - expect them to spend a lot more or change direction.
I bought a house the previous owner had vacated over 1 year before & had telephone & internet connected via Telstra.
Twice the services were cut-off because of non-payment of account but I had never received an account. The call to arrange re-connection usually lasted more than an hour each plus multiple transfers.
Eventually after about another year someone at Telstra asked to speak with a person I had not heard of. It turned out to be the previous owner - who by this time had been gone for over 2 years. Telstra had been billing the previous owner! How? you ask - me too, since I had been required to provide my full details including previous Telstra history.
C
Similar story here. My bill keeps going a suburb with the same name in NSW, while I'm in QLD. Seems they ignore or can't cope with post codes and state names. Funnily, the late payment notices arrive at the right address every time! I'm told they they are still using two systems and will have to keep doing so for years to come, even though that puts tremendous pressure on call centres.
As previously stated, you have caused these problems yourselves with your accounts! I am sick of people blaming Telstra for not being able to do the impossible. People should be happy with what they get, there's little money to be made in retail so why should Telstra be going out of it's way for people who don't want to spend any money in the first place? Australians need to wake up and realise that telecoms is not a right and you get what you pay for. If you want instant service and personal call centres, then you gonna have to pay for it.
you do understand that businesses are there to supply goods & services to these *pain* customers?
so if there's little money to be made in retail telstra should move on and let those who are serious do it.
maybe they should also just give their copper network away too, since there's no money in retaling it and maintaining it is also so expensive, according to telstra, pfft.
"You have caused these problems yourself with your account". You clearly have no regard for facts and even less regard for customer service.
I suppose you are a Telstra lifetime employee and clearly part of the problem.
I think you misinterprated what "Customers are a pain" was trying to say. The person he was quoting, from what he said, did cause the problems himself.
On the 6th June 2008, I changed our 2 mobiles to Telstra on what the call centre employee said was $90 a year. I also changed my Telstra landline package down. I have been with Bigpond broadband for years.
I have repeatedly phoned Telstra about being charged for local calls when this was not to be the case. I was charged $180 per mobile per year NOT $90 as stated. I enquired in late April about my mobiles' contracts being nearly at an end. I was informed last month (June) that I had changed my mobiles plans in March and that the contract would come to an end in March 2010!! Why would I change a plan in March when I was already on a plan until the 11th June 2009??? It has been an ongoing saga with single billing, charged calls, overcharged mobile plans and this is only part of all the problems. They say now I have to pay a termination fee for the mobiles. I'm over it and moving to another provider a.s.a.p.
Ok, some of these problems seem to related to telstra customer service. That will happen everywhere. You can't tell me that Optus, Vodafone, Three, etc are any better (you are flat out lying if you do say so, in fact, or have never had to sort out an issue before with a Telco or 'media' company).
I honestly think though that a lot of these issues are bought on by yourselves. Like another person said, you act like it's a personal right to have a phone and should be paying cents for the services. It doesn't sound like you have listened to what the customer service consultant has offered you either at the time of the sale, or, you are just not ready to accept the fact that sometimes *gasp* things take time to do. After working in the industry for a few years (I now run my own small business thank goodness). Customer complaints would fall into these categories:
- Customers who have legitimately been treated poorly and have not been billed correctly or been given misinformation (this is the minority)
- Customers who haven't read through the terms and conditions correctly and/or haven't listened properly to whoever has sold them the product and are angry.
- Customers who expect way, way too much. These people are the worst. They don't want to pay for, say, a new modem for example when they are outside their broadband contract and expect it for free. Or a customer who has had their promo discount end and our paying full price for the service now and want to know (in a bogan aussie voice) "Whatcha can do for me cause I been with yous guys ages hey mate".
Sometimes I think before customers call people at call centres they should take a deep breath, realise the person they are talking to is a human being and is trying to help them and LISTEN to what the consultant is saying. Unfortunately customers are not always right and they need to be told that. Stop expecting everything for nothing.
And that's my off tangent rant over. Feel free to rip me to shreds now :)
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I'd have expected Sydney to comment in support of Telstra as soon as this article was written.
Perhaps his bigpond broadband is out...
Seriously though, customers DON'T want an 'experience' as Mr Stanhope claims, they want customer SERVICE, and Telstra still seems incapable of providing it.