Hello, how can we not help you?

by grogers on December 30, 2011

I’d like to relate my experience trying to upgrade from a Bigpond Turbo modem to one of the new 4G ones. I have to vent my frustration, it really was so bad.

I call 13 7663 and say to the robot woman, “new modem” and confirm I’m calling from the phone connected to the account. I spend a lot of time on hold (oh well. Speaker phones are awesome…) and the rep answers. “Welcome to Telstra, this is John.” “Hi, I’d like to upgrade my modem…” He says, “Hello? Welcome to Telstra, this is John.” More silence. Then he hangs up.

Grr. Must be a bad line. I ring back, spend more time on hold. Rep answers, same thing. Can’t hear me. Odd. Because I was bored and had time to kill, I rang again. SAME thing. Wha?!?!

I ring once more and this time I say “Sales” and say “No” to the “is this the phone you’re calling about” question. Rep answers, and hey, he can hear me this time. (I guess they don’t like taking calls about new modems from existing customers) “I’d like to upgrade to 4G.” “Ok”. Confirms my DOB etc… “Yes, the 4G wireless modem.” “No, not the wireless hub” “Yes, I know it’s wireless. I have a wireless account already.” (Under my breath – you have that information on your screen. #%@!! Sigh.)

Everything goes smoothly until he confirms the delivery address. “I’d like it delivered to my work, here’s the address”. “Oh… umm.”, he says. “That address isn’t linked to any of your accounts” “I know that, I just want the new modem delivered there.” “Sorry, I can’t do that”. AND HE HANGS UP ON ME. I know he hung up and the call didn’t drop out because the robot woman came back on and asks me to rate the call. Sure I rated the call. The score wasn’t high. :-/

Exasperated, I call again. I get to the stage, “I want to upgrade to 4G.” “You’ll have to pay a $17 cancellation fee”. “Why? It’s out of contract”. “That’s what the computer says. I can’t help you.”. At this stage I gave up. I said “ok, thanks” and hung up.

I’ve been a Telstra customer for years. Heck, I’ve worked for Telstra. Never in my life have I suffered such appallingly horrid customer service. How hard should it be for an existing customer to call and say, “hey, your stuff is so good I want to give you my money for another 24 months?!”.

With Bigpond, very.

{ 1 comment… read it below or add one }

grogers April 23, 2012 at 8:27 pm

Since I wrote this I have ordered a new Telstra postpaid mobile. The difference couldn’t have been more different!

Completely using online chat, I ordered and organised delivery of a new mobile and there were absolutely no problems at all.

Good to see that things have improved, Telstra.

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