Telco woes res­onate

The Queensland Times - - OPINION -

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

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