Telstra the Australian Communications , what I wonder?
This is a bitch session… in that regard you may want to move on… however lets start.
Most of my business life I have felt inclined to support Telstra… support Australian and all that – now I wonder why..
Aside from being about twice the cost of everyone in the marketplace, which the spin has always been then give superior facilities, features, reach and service – this is proving to be very old… and frankly untrue, as when it comes to the main markets their service, features and support is no better than their competition, however one aspect of their operation (I am sure there is more) is just plain pathetic.
For the real issue is the billing and payments side of their operation, where they interface with the public, in this case with me…. they make commitments when you are signing up for a service then break them,, they agree to charge $x then make up the charges as they go along, and whilst I find the operatives at the telstra subsiduary at Bigpond, generally refreshing and worth talking to… Telstra itself, is a disaster… now I am not blaming the people within Telstra… they work within a shell, a system, but some thinking must be really askew here, someone or some oversight committee has to be a fault for such a systemic failure of this part of their operation.
They promised me a refund for some equipment we purchased, then 4 months later when I queried it, they said they had a problem with one of the codes… after all they cannot say they couldn’t contact me to correct the issue….as the whole refund was based around my email account… really!!!! Then they said it would another 3 months… do you think Telstra has some cash flow issues….??? If not what could possibly be the reason for their pathetic customer service.
Every month I dread the arrival of the bill, they always.. ALWAYS screw it up… I have just been able after 6 months to make them understand I cancelled a service and have not used it since May… A month ago Bigpond agreed I have been over charged and gave me a credit of just under $200, but it has not filtered down to Telstra billings… they are still demanding payment for services I cancelled 6 almost 7 months ago….and the other side of the coin.. having new services connected.. well I moved to new offices in May… and they have still not connected extra landlines I need.. which we ordered before I arrived. I wonder if anyone else can do that for me ???
Think I will go looking for an all around provider… someone who actually listens to me… whatever happened to the old idiom, the customer is always right… they seem to function on the premise that the customer is always wrong… they do not listen to their customer base… this will cost them dearly in the long term… people will walk… very shortly me for one… if the DO NOT LISTEN.