Telco woes resonate
JUDGING by reader response (QT, 08/11), I’m not alone in my Telstra nightmare.
In our last instalment, it had been nearly two weeks and many phone calls and online chats resulting in a promise of having the internet on within 24 hours. That was on Wednesday.
Having not heard from Telstra by Friday, I was again on hold. It took an hour to get through and then when I was, I was told there was an error in the order and a new one would need to be done. Like the previous five times.
I asked for a supervisor. There wasn’t one but they could call me back at a specific time. That time came and went and I found myself on hold for another 30 minutes before talking to someone and demanding a supervisor.
I was put through to the sales team so it could create another order. After an hour or so the order was confirmed but there would be no internet until Tuesday.
I said it wasn’t good enough and I wanted it connected before I got off the phone. The consultant told me to hold again. Fifteen minutes later I was put through to a new person in tech support who helps people with active services, clearly not me. He wanted to know how he could help. I couldn’t tell him as I had no idea what I had been put through to him.
He raised a job for the complaints department but I refused to hang up the phone until someone from the complaints department answered – I didn’t trust his promises of a call back.
Eventually as we ticked over in to hour two on hold he hung up on me.
I’ll eagerly await my call back from the complaints department. Stay tuned.
Shannon Newley, editor