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Thread: Customer Service or Lack of

  1. #1
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    Customer Service or Lack of

    Gene Cafe Coffee Roaster $850 - Free Beans Free Freight
    I have spent 7 hours on hold to Optus in the last 2 days, thats no joke I have spoken to 2 humans both of wich said they would not put me on hold again, 40 minutes later I am still on hold, It makes me wish I had a million dollar account with them, but alas I have 49 dlrs a month capped and a pre paid wirles service that wont work, just the little fish who clearly the company does not care about. Does this drive anyone else crazy these computer phone systems. Our only defence against them is to tell the world they are hopeless.

  2. #2
    Senior Member Koffee_Kosmo's Avatar
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    Re: Customer Service or Lack of

    Thats what happens when they outsource services to an overseas country
    Write a letter to the appropriate department in Australia and if you get no response in a reasonable time pass it on to consumer affairs

    KK

  3. #3
    Senior Member GregWormald's Avatar
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    Re: Customer Service or Lack of

    Write them and tell them you will not pay your account as the service is not delivered. Tell them that all those hours on hold are rude--and be rude back! Give your contact details and tell them to get in touch with you. Be prepared to change carriers. :P
    Greg

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    Re: Customer Service or Lack of

    finally i got on to a human who actually was (human that is) and now I can successfully surf the coffee snob web site on the move, thanks to the operator for getting out of her chair and walking 20 metres to the tech area. If only i could get my machine mobile?? or maybe get an inverter on my boat (well tinnie) and then i can fish, drink coffee and surf the net, now lifes on the up again................thanks to operater 43492.....hope is not to hot for you in bombay!

  5. #5
    Senior Member Stan's Avatar
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    Re: Customer Service or Lack of

    Fishinglizard - maybe set up a coffee console - but as you know when you are makng a coffee or eating a sandwich is when the fish will bite. Inconsiderate of them I think. >:(

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    Re: Customer Service or Lack of

    Thats for sure Stan, I gave up smoking 2 years ago, I havent caught a fish since!!!!

  7. #7
    Senior Member flynnaus's Avatar
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    Re: Customer Service or Lack of

    Quote Originally Posted by fishinglizard1972 link=1220665399/0#0 date=1220665399
    I have spent 7 hours on hold to Optus in the last 2 days, thats no joke I have spoken to 2 humans both of wich said they would not put me on hold again, 40 minutes later I am still on hold, It makes me wish I had a million dollar account with them, but alas I have 49 dlrs a month capped and a pre paid wirles service that wont work, just the little fish who clearly the company does not care about. Does this drive anyone else crazy these computer phone systems. *Our only defence against them is to tell the world they are hopeless.
    That sounds unacceptable and you should write a letter of complaint. If Optus doesnt address it satisfactorily then go to the TIO - It will start to cost money to any Telco once it reaches that stage. But be clear about the problem and be sure that it is something that Optus is required to address (e.g. within support boundaries or terms and conditions)

    If you are to be put on hold, they should provide you with a good reason and a time frame but that depends on the quality assurance requirements for that area. You can insist on it.

    I dont agree with being rude. The people on the other end rarely get calls from people who are happy and lots from stroppy customers. Having to deal with such customers doesnt make them keener to help them and they may within their rights to terminate the call if you are offensive. *Slack operators dont just occur in call centres sourced outside Australia.

    Many of these voice response systems are programmed to listen for certain words that will ensure you get to speak to a human quicker e.g. just say "consultant" But the downside is that there are fewer humans manning the phones so there may be a wait and when you do get answered, the person may not be trained to support your particular complaint so will need to transfer you to a different area.

  8. #8
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    Re: Customer Service or Lack of

    I have had to use the ombudsman in the past telstra put off installing a phone to my new house for 8 months, (they did supply a mobile service as the home phone) no internet nearly drove me mad, then 3 days after a complaint to the ombudsman I had a phone line and the first in the street with ADSL. And i did send a pretty long email to optus, so i will wait and see what happened, see what they will give me to sweeten the pot, pitty but optus is the only carrier (i think) that does pre paid wirless internet, and buy the way it works really well.

  9. #9
    Senior Member Stan's Avatar
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    Re: Customer Service or Lack of

    The ombudsman frightens quite a few. I once had to use the banking ombudsman when I got ripped off by someone using my credit card details and I had the money back in my account within the day. As the taking of money fraudulently from a credit account is an offense against the bank not the card holder (Unless there is negligence by the card holder). I have also used them against telstra to great effect. ;)

  10. #10
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    Re: Customer Service or Lack of

    I had a great time with the now defunct One Net way back when when they completely stuffed my account. After no reasonable response from them, I wrote an email to Australian Personal Computer & CCd the person I had been dealing with at One Net along with each member of the board (theyd been kind enough to list email addresses on their web site).

    Within 4 hours Id had a response from some board members PA & the problem fixed the next day. Bad press can be just as scary as the Ombudsman ;) Funnily though, my email to APC bounced (they had a bad email address listed), so it never got published. Solved my problem though.

  11. #11
    Senior Member flynnaus's Avatar
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    Re: Customer Service or Lack of

    Quote Originally Posted by dsgfh link=1220665399/0#9 date=1220783382
    *Bad press can be just as scary as the Ombudsman ;)
    True, but once it reaches the TIO it starts to cost the telco money and there is a level of compliance required before the matter is resolved. Of course the TIO is not the first course of action nor can they assist in any matter and going to the media is only effective if they feel the issue is worth reporting.

    Be aware of your actions and rights in these matters:

    http://www.tio.com.au

  12. #12
    Mal Dimal's Avatar
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    Re: Customer Service or Lack of

    Quote Originally Posted by flynnaus link=1220665399/0#10 date=1220784562
    Be aware of your actions and rights in these matters:

    http://www.tio.com.au
    Very true flynnaus...

    We had a disputed account with Telstra quite some years back which, after a lot of to-ing and fro-ing, was (we thought) resolved in our favour. However, after a little over three years from the date of the original disputed amount being questioned, we received all sorts of threatening advances from Telstras collections agency.

    Naturally, we contacted the TIO and explained in detail the nature of the dispute and the latest advances by Telstra. We were informed though, that the statute of limitations had recently expired and therefore the TIO were unable to help us. I guess the moral of the story is, if you have a problem with any major corporation, never assume that a problem has been acquitted unless you have it in writing and even then, I think it would be advisable to involve the Ombudsman as a matter of insurance. Corporations these days, have little or no honour where money is concerned and will use all measures at their disposal to get money they believe theyre owed, even if it means waiting a few years for the law to be on their side.

    Pays to be very careful and use what ever resources are available to you in order to protect your interests...

    Mal.



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