Re: Telstra 'dialogue'
The Old Bloke
> >
> > I give up. This is not my problem, it's an internal Telstra problem. I
> > will do no more, you guys have to fix it. Unless, of course, you finally
> > cancel the subscription because the bill hasn't been paid. Then I will
> > write to the Telecom Industry Ombudsman, with this string of emails (14
> > so far), pointing out your breach of the Trades Practices Act.
> >
> > Regards,
> >
> > Craig
I had a similar thing with Telstra. It was a saga that went on and on
for weeks.
Finally I was able to get (from friends) the email addresses for a
couple of senior executives. I emailed the saga to them at 10 pm. At
midnight one of them answered that he would fix it in the morning. The
morning came and a real Telstra person rang (not a call centre) and
said the problem was fixed and would I accept a generous credit to
compensate me for my wasted time.
Another time I couldn't get a call centre to escalate my issue to a
real Telstra person, I wrote to the Leader of the State Oppostion.
Within a few days a Telstra employee rang and the problem was solved
on the spot.
IMHO their problem is that they use call centres to insulate Telstra
execs from the public. The call centres have very limited powers to
escalate a problem out of their call centres.
Superman
> An edited copy of the most recent emails in a long 'dialogue' with
> BigPond:
> --------------------------------------------------
> Thank you {Name}. I have copied this correspondence trail to the
> Office of the CEO of Telstra.
>
> Can I ask why you don't just escalate it to a person who has the
> ability/authority to fix it?
>
> Have you read The Castle (Das Schloß) by Franz Kafka?
>
> "Dark and at times surreal, The Castle is about alienation,
> bureaucracy, and the seemingly endless frustrations of man's attempts
> to stand against the system".
>
> Regards,
>
> Craig
>
> The BigPond Team wrote:
> > Dear Craig,
> >
> > Thank you for your email, I am sorry you are frustrated with my
> advice, however I am not able to assist, you need to call, however
> many times this may be.
> >
> > Yours sincerely,
> >
> >
> > {Name}
> > The BigPond Team
> > www.bigpond.com
> >
> >
> > Hello {Name},
> >
> > I called the department you mentioned.
> >
> > They said they'd send an invoice, but it didn't happen.
> >
> > Are you saying to me that I should call them again? And again? And
> > again? And again? And again? And again? And again? And again? And
> again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And
> again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And
> again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And
> again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And
> again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And
> again?
> > And again? And again? And again?
> >
> > If I've mis-understood your advice, please let me know.
> >
> > Thanks,
> >
> > Craig
> >
> ------------------------------------------------------------------------
>
> > The BigPond Team wrote:
> >
> > Dear Craig,
> >
> > Thank you for your email, my name is {Name}. I appreciate your time
> is valuable and I apologise for the delay in responding to your query
> regarding the invoices that have not been sent for your BigPond® account.
> >
> > Craig, I sincerely apologise for the frustration that you have
> experienced in this regard.
> >
> > We cannot forward the emails to this department as they can only be
> contacted by phone, I assure you we would have done this otherwise.
> >
> > We are not able to further assist from this department as we do not
> have access to the correct systems.
> >
> > The only way to action this is to call, I am really sorry for this
> Craig, this is the way satellite accounts are handled.
> >
> > Yours Sincerely,
> >
> >
> > {Name}
> > The BigPond Team
> > www.bigpond.com
> >
> > Well, I did phone as you guys requested. Although for the life of me I
> > can't understand why you wanted me to do so. Could you not have just
> > forwarded the email chain to them?
> >
> > Having a dialogue with Telstra becomes more and more like Monty Python
> > every day.
> >
> > So after a telephone wait, I spoke to an operative and explained what
> > was going on. She tried a couple of tricks to get the money from me:
> >
> > * 'We can't proceed until you update your credit card details'. Me:
> > /As previously stated, I will not do that, in other words I will
> > not pay this, until I receive an invoice'.
> >
> >
> > /
> > * 'Would you like to combine your fixed line and Internet bills?'
> > Me: /That would ensure that you can take the money without giving
> > me an invoice. //As previously stated, I will not do that, in
> > other words I will not pay this, until I receive an invoice
> >
> >
> > So after putting me on hold for about four times, presumably to
> > 'consult' with someone, she came back and happily advised that all
> would
> > be fine, she would immediately send me an invoice by email.
> >
> > That was over 24 hours ago. Surprise surprise, it hasn't arrived.
> >
> > I give up. This is not my problem, it's an internal Telstra problem. I
> > will do no more, you guys have to fix it. Unless, of course, you
> finally
> > cancel the subscription because the bill hasn't been paid. Then I will
> > write to the Telecom Industry Ombudsman, with this string of emails (14
> > so far), pointing out your breach of the Trades Practices Act.
> >
> > Regards,
> >
> > Craig
>
>
>
Nah you don't write, you just ring the Ombudsman. It takes just a few
minutes. The only requirement is that you must have tried to get Telstra
to fix the prob first, which you have. The OBM will give you a case
number, and a phone number to ring. You ring that number, and surprise,
surprise, a person answers. You explain the prob to them, and they have
to fix it, and amazingly they actually have the abiltiy and authority to
do so. They will resolve the issue there and then in most cases, or
within a few days, but they must resolve it within seven days max I
think or it goes back to the OMB and is escalated in status. I had to
call the OMB three times on Telstra last year.
--
rgds,
Pete
=====
http://pw352.blogspot.com
"We stopped the boats coming. The facts speak for themselves. People knew where we stood. We didn't try to be all things to all men. Look, our policy worked. There was no need to alter it" - John Howard
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Superman
> SNIP
>
>>> I give up. This is not my problem, it's an internal Telstra problem. I
>>> will do no more, you guys have to fix it. Unless, of course, you finally
>>> cancel the subscription because the bill hasn't been paid. Then I will
>>> write to the Telecom Industry Ombudsman, with this string of emails (14
>>> so far), pointing out your breach of the Trades Practices Act.
>>>
>>> Regards,
>>>
>>> Craig
>>>
> I had a similar thing with Telstra. It was a saga that went on and on
> for weeks.
>
That's unusual. Problems with Telstra usually go on for months, if not
years. I've been trying for four months to get my account sorted out.
Telstra's promises are worthless. They'll tell you anything to get rid
of you, or else what they tell you will happen doesn't happen. It's
incredibly frustrating dealing with Telstra. You have to ring the
Ombudsman to get anything fixed!
> Finally I was able to get (from friends) the email addresses for a
> couple of senior executives. I emailed the saga to them at 10 pm. At
> midnight one of them answered that he would fix it in the morning. The
> morning came and a real Telstra person rang (not a call centre) and
> said the problem was fixed and would I accept a generous credit to
> compensate me for my wasted time.
>
> Another time I couldn't get a call centre to escalate my issue to a
> real Telstra person, I wrote to the Leader of the State Oppostion.
> Within a few days a Telstra employee rang and the problem was solved
> on the spot.
>
> IMHO their problem is that they use call centres to insulate Telstra
> execs from the public. The call centres have very limited powers to
> escalate a problem out of their call centres.
>
@com
"Craig Welch" <cr...@pacific.net.sg> wrote in message
news:hhuk7v$v0r$1...@speranza.aioe.org...
> An edited copy of the most recent emails in a long 'dialogue' with
> BigPond:
> --------------------------------------------------
> Thank you {Name}. I have copied this correspondence trail to the Office
> of the CEO of Telstra.
>
> Can I ask why you don't just escalate it to a person who has the
> ability/authority to fix it?
>
> Have you read The Castle (Das Schloß) by Franz Kafka?
>
> "Dark and at times surreal, The Castle is about alienation, bureaucracy,
> and the seemingly endless frustrations of man's attempts to stand against
> the system".
>
> Regards,
>
> Craig
>
> The BigPond Team wrote:
> > Dear Craig,
> >
> > Thank you for your email, I am sorry you are frustrated with my
> advice, however I am not able to assist, you need to call, however many
> times this may be.
> >
> > Yours sincerely,
> >
> >
> > {Name}
> > The BigPond Team
> > www.bigpond.com
> >
> >
Whatever
Next call...
> > I give up. This is not my problem, it's an internal Telstra problem. I
> > will do no more, you guys have to fix it. Unless, of course, you finally
> > cancel the subscription because the bill hasn't been paid. Then I will
> > write to the Telecom Industry Ombudsman, with this string of emails (14
> > so far), pointing out your breach of the Trades Practices Act.
> >
> > Regards,
> >
> > Craig
>
>
>
> --
> Craig http://www.wazu.jp/
> 1,239 Unicode fonts for 82 written language groups:
> Price your own web plan: http://www.wazu.jp/hosting/
@com
"Craig Welch" <cr...@pacific.net.sg> wrote in message
news:hhuk7v$v0r$1...@speranza.aioe.org...
> An edited copy of the most recent emails in a long 'dialogue' with
> BigPond:
> --------------------------------------------------
> Thank you {Name}. I have copied this correspondence trail to the Office
> of the CEO of Telstra.
>
> Can I ask why you don't just escalate it to a person who has the
> ability/authority to fix it?
>
> Have you read The Castle (Das Schloß) by Franz Kafka?
>
> "Dark and at times surreal, The Castle is about alienation, bureaucracy,
> and the seemingly endless frustrations of man's attempts to stand against
> the system".
>
> Regards,
>
> Craig
>
> The BigPond Team wrote:
> > Dear Craig,
> >
> > Thank you for your email, I am sorry you are frustrated with my
> advice, however I am not able to assist, you need to call, however many
> times this may be.
> >
> > Yours sincerely,
> >
> >
> > {Name}
> > The BigPond Team
> > www.bigpond.com
> >
> >
You need a new plan.
Optus $30@month