A new view on communications
Filed under: business, corporate, innovation, social media
Telstra CEO David Thodey explains why Telstra Exchange is more than just a blog.
Transcript:
Welcome to Telstra Exchange – our innovative new website where all Australians can exchange views about communications and technology.
Telstra Exchange is a blogging website… But it’s more than that. It’s a symbol, too, of our new approach to communications here at Telstra.
That means it’s a place for you to tell us how you feel, especially about innovation and technology.
- Which products and services make the biggest difference to your life?
- How can communications be used to make Australia a better place?
- What new products or services would you like to make your life simpler and easier?
These are some of the issues we’ll cover here in the coming months.
And your comments will help us plan for the future, and make decisions, that improve the types of products and services we offer all Australians.
That’s why we want to hear from you.
Telstra is a great Australian company – but we can do better by knowing what you want.
First, we need to listen …and Telstra Exchange is our listening post.
And now, it’s over to you.
The Australian – 13/4…
“Telstra has renewed two contracts with US-based mobile handset sourcing and supply management provider Brightstar Logistics. A Telstra spokeswoman said the sourcing contract has been extended for two years and the supply-chain contract for three years. TELSTRA’S RELATIONSHIP WITH BRIGHTSTAR IS CONTROVERSIAL. IT WAS REVEALED IN MARCH 2009 THAT TELSTRA’S FORMER CEO SOL TRUJILLO WAS ONE OF BRIGHTSTAR’S DIRECTORS AND THAT HE RECEIVED A $US5 MILLION ($A7.6MILLION) DEPOSIT FROM THE US COMPANY”.
Lol… Sol’s still takin’ you (oops sorry, us) all for a ride.
So you like to bag the jobs for the boys and suggest impropriety, regarding the NBN, but what do you have to say about this?
Nothing I’ll bet. I’m sure it’s all aok, eh? One set of rules for Telstra (via the portfolio) and another for the rest.
Dear oh dear… the haves and have nots eh! $5m for Sol, while you are losing big time on your shares. BTW I’m doing ok, on my recent TLS investment, lol…
How does it go Syd? God speed Sol and thanks for everything!
This shareholder sounds like Tokyo Rose! But, at least she sung to the lonely hearts.
Robbie why you persevere with your continual unsavory visits into past history to demonise Sol is interesting.
I cannot comment on the absolute methods of Sol’s operational style nor the detailed results of his methods as my knowledge is limited, but I can see no good reason for your continual disparagement of Sol and his results at Telstra.
Old things have passed away and Telstra now has new opportunities with different Management and situations. Certainly with the Government offer to fund and build a new fast fibre system (and considering the ageing Telstra copper cable) opportunities could present.
What is absolutely crucial however, is the requirement for adequate compensation for any assets of Telstra that may be required by the NBN Co. Also, the removal of threat and blackmail by Government that would not allow Telstra to operate in a unrestricted and free environment.
It is to be hoped that whatever outcome is decided the announcement will be expedited to allow the uncertainty of the situation to be resolved.
Sydney, I’ll answer that.
What Sol Trujiollo was paid by Brightstar for his Telecommunications acumen during his association with them, is not the concern of Telstra and for, that matter, he should mind his own bloody business. Interestingly though, the local Fourth Estate flogged this issue to death and, ironically, it was clearly evidenced, at the time, that the contracts with Brightstar were most lucrative for Telstra and thus it’s shareholders. Proving that Sol was not on some implied commission or trailing commission.
What I find astounding, is his insinuation that the current Telstra Team have failed in their duty and renewed tainted contracts, which is outrageous.
Clearly, his ingrained hatred of the big T, is perhaps due to being trapped in the old logo ‘square’ and cannot think outside it.
One of his other hobby horses, is the NBN/Telstra tussel.
There are rumours at the station that a deal has been reached, which Telstra denied in terms of its continuous disclosures provisions. But it could be that the government, which is not bound by these provisions and is akin to a sieve, has found out the hard way, that deploying the NBN is not the piece of cake they thought is was and are praying for a deal.
The Following is relevant.
http://www.smh.com.au/execute_search.html?text=Rorting+net+firms+still+operating+in+network+plan&ss=Business
Like I said minions – one set of rules for Telstra and another for the rest.
If that was the government doing NBN deals with former Labor politicians, you would be up in arms, even if it was all fair and above board… this was my point.
But typically in your ridiculous, everyone’s against me am my Telstra shares, you go straight for some warped conspiracy. It must be terrible to be like you and simply unable to gauge reality, because of your own portfolio greed!
I’m sure this deal is all fair too. So again refer above for the actual, non-minion, non-NWAT meaning of my comment, OMG…
Again minnions get it clear – I don’t hate Telstra I hate greed!
This means I inadvertently hate you, simple. I am a Telstra customer x 5 and a happy shareholder, who is making money from his investment. As opposed to you who are bitter and losing money and thus blaming everyone else for YOUR OWN POOR JUDGEMENT.
I see too, you are deperately trying to turn the tables, saying I am trapped… lol. My you guys are really something, talking the same disproved rubbish for 5 years and claiming another who is asking for beneficial change (change you are clearly too stubborn or stupid to see) as being trapped? Dear oh dear, look what greed has done to you…
Funny too how some here are protected and can say as they wish. I have replied to one of you, on about 3 occasions regarding our previous correspondences, but…
Lol…
Let’s see if it is all still in vain or IF I can actually get this one posted –
http://www.smh.com.au/business/telstra-shares-jump-as-broadband-network-deal-rumoured-20100413-s7rm.html
From therein – “RUMOURS of a deal between Telstra and the federal government over the national broadband network sparked a flurry of activity in Telstra shares yesterday”…
And
“The shares jumped from $3.10 at 2.50pm to $3.19 within half an hour. The stock ended the day 2.9 per cent higher at $3.19, the highest since February 11″..
And
“According to a research paper from Southern Cross Equities, TELSTRA WOULD BE MORE PROFITABLE IN THE LONG TERM IF IT REACHED A DEAL WITH THE GOVERNMENT.
Group revenue could be $25.7 billion by 2019 if a deal was reached, compared with $23.4 billion if NBN Co built its own infrastructure, said telecommunications analyst Daniel Blair”.. {END}.
Gee isn’t this exactly what Paul Grenfell and myself have been saying and you few NWAT die-hards simply refuse to accept? You even try to disparage our views with your disproved rhetoric. But…
I’m sure when a deal is reached, Telstra becomes bigger and better and the shares are spiking, you will even have the audacity to say the complete opposite and wrongly claim it was you who supported the Telstra/NBN deal all along.
Going by your previous and current fibs, it’s a dead cert!
Make the deal with the NBN and watch those shares fly.. !
You could just cash those shares whilst they are in a high spirited flurry..
TELSTRA management you need to learn how to COMMUNICATE.
You had a product on Foxtel from Telstra called the ovation channel. You replaced it without giving the TRUE REASON, What about the audience out there who watched ovation.
NO Communication!!!!! Aren’t you in the communication business. David is this your new view on communications to tell your customers nothing!!!!!!!
Telstra staff do not know what’s happening as at 4:40pm today.
Sydney, I simply cannot win. On ZD Net, I once wrote, inter alia… “never argue with the village idiot” – He was offended. I tried different tacks, he raves on.
The Romans used to say “non illegitimi carborundum” I’ll do that and slap him back on my Black List and starve him of oxygen.
Kwaheri Bwana.
Paul, Telstra resolved long ago its willingness to deal with the Government, which in the current climate/circumstances we all would support.
The difficulty is NBN’s agenda of robbing Telstra to pay Conroy. Not only that, but transfer lots of assets in exchange for a capped equity pittance with questionable R.O.I.
Hear hear, Sydney, kudos…
I have unfortunately, had to constantly remind you and your mate, of the ills of the past, because you were living in the past and he sadly, still is.
A past which was built on nothing but NWAT propaganda. A past Telstra is rapidly moving from and vastly improving from. But you two refused to hear, as you were mired in a world of portfolio rhetoric and believed anyone who dared say different to be a disparaging opponent.
Frankly, nothing could be further from the truth. As such…
Whether you realise it or not, you are now finally starting to see things and even comment, as we (myself and Paul) have been doing all along.
Just go back and read many of our previous comments and (when not replying in kind to some people’s sarcasm) they will sound very similar to these two separate paragraphs of yours –
SL today – “Old things have passed away and Telstra now has new opportunities with different Management and situations. Certainly with the Government offer to fund and build a new fast fibre system (and considering the ageing Telstra copper cable) opportunities could present”…
“It is to be hoped that whatever outcome is decided the announcement will be expedited to allow the uncertainty of the situation to be resolved”…{END}
Funny when I posted an almost identical comment just a week ago, someone else said Ha Ha Ha Ha Ha Ha Ha and look what you said of my calls for Telstra to forge an immediate NBN agreement –
“It is my fervent hope and desire that those in high command at Telstra pay little attention to the mind boggling, disingenuous and fact destroying writings of Robbie Stephens”.
So, what a difference a week and reality makes, huh?
I’m feeling as though it has all been worth it, after all!
Grahame, I agree but what’s the reason? Albeit, sometimes it’s better the devil you know!
http://www.news.com.au/national/more-than-260-staff-have-walked-out-on-kevin-rudd-in-two-years/comments-e6frfkw9-1225853859546
Vasso, re.
http://www.news.com.au/national/more-than-260-staff-have-walked-out-on-kevin-rudd-in-two-years/comments-e6frfkw9-1225853859546
Pails into insignificance compared to Telstras Droves..
“he and his ministers treat staff like dogs” That’s news to me..
That’s your best advice for us all yet, Telstra minion #1. Don’t argue with “the village idiot” …
Particularly since the village idiot’s empty NWAT argument crumbled years ago (exactly as we told him) and “everyone BUT the village idiot (even minion #2)” is now recognising this and finally seeing the light, lol…
So enjoy that LONE NWAT rhetoric, since you are the last one standing, who is clearly NOT man enough to let go of Telstra’s shady past, his own extreme bias and who still childishly harbours an unwillingness to admit, just maybe these guys could be right? Well after all, you were so right with your TLS purchases, weren’t you? Lol…
So if this doesn’t hit home – “Telstra shares spike on rumours of Telstra/NBN deal” (and interestingly, since Telstra rebutted this deal, they have again fallen!)… but you still keep up this ridiculous, disproved NWAT idiocy, thinking antagonism will help your portfolio. As such, there is simply no hope for rationality ever dawning on you and frankly, you deserve all those loses and in fact, deserve to lose everything…
But just as predicted you are already pre-empting a deal and saying “yes we support it” – after fighting tooth and nail against it and referring to the NBN as a white elephant and hare brained…YAWN! And your fine print…of course, $$$$$$$$$$$$$$$$$$$$$ – what a surprise!
Telstra missed out on the FTTN through their own stupid, greed by demanding maximum ROI and a monopoly, then audaciously, blamed everyone else, when it was they who pulled out, huh?
But “almost” everyone has learned from that error! Everyone but the lone NWAT nay sayer, who still wants maximum ROI and top $ for Telstra’s dilapidated, and through depreciation, probably worthless (on paper anyway) superseded network!
Unbelievable stupidity (and egotistical greed) struck once and lost Telstra a renewed monopoly FTTN. Although one of the biggest blunders in Aust’s corporate history, that stupid move will be but a minor blemish, if Telstra lets the NBN get away. Exactly as minion #1 is stupidly still advocating, OMG…
Because sans FTTN, Telstra life went on as usual, as Telstra still had the monopoly last mile/copper and were of course, still the 800lb gorilla. But sans a Government NBN deal, the NBN being the new gorilla with the latest technology vs. Telstra’s copper… well life may/will change drastically for Telstra and the minion!
Frankly, I cannot believe anyone (even the copiously greedy) could be so stupid as to wilfully gamble their company’s future!
And back to the point, yes… perhaps we shouldn’t argue with the lone “village idiot”…rather we should pity him, whilst of course, shaking our heads in disbelief, at his stubborn stupidity!
Let’s get down to brass tacks, If the NBN is to be built, Kevin Rudd will need to sort out his financial commitment priorities for the Country. Above all, he must chose between two vital services: Health and Telecommunications wishful thinking. Health naturally comes first simply because without it we cannot hope to have the second.
Firstly, I reiterate what I wrote on the 31 March 2010.
“Vasso Massonic says:
31 Mar 2010 at 11:50 am
Paul, he’s probably right, unless he means they will dig up the whole continent. In which case, $43 Bil is a drop in the bucket, he could be assuming the resumption of the network and paying Telstra its $12 Bil
If I had the power I would knock Conroy for six, commission Telstra to deploy, on a cost plus basis, the FTTP network leasing Telstra assets and progressively migrating its, compensated, traffic to NBN Co wholesale.
This would mean maintaining the regulatory status quo during the progressive change over.
And voila, we have a top notch NBN, Teslra joins the ranks of retailers (only) no need to split anyone. Share the cost of the U.S.O. with the Feds and other substantial retailers.
Is this a win,win,win,win for all concerned, or what? ”
Secondly, Mike Quigley has been honest during his appraisal deposition to the Senate enquiry which clearly demonstrates that if the NBN is to be built it will need to be fully funded by taxpayers. It also illustrates the reason for his bargain hunting for Telstra assets.
Details, Courtesy:
http://www.smh.com.au/business/broadband-network-investors-warned-profits-a-long-time-coming-20100415-shqi.html
And again here is my reply from the 31 Mar –
1) Commission Telstra to deploy!
Yeah…no tenders and no fairness, as usual – let’s just “give” it to Telstra (like the PSTN)!
2) Lease assets from Telstra!
Yeah… more income from leeches (oops, I mean valued customers) for a few whiny Telstra shareholders to whinge about.
3) Progressively migrate!
Yeah… keep the last mile PSTN monopoly for as loooong as possible, don’t let go… and we’ll even let that incompetent sheriff [sic] continue to regulate – what great guys we are, eh?
4) And while we are at it, lets take the USO from Telstra too.
Yeah…Telstra can then “share the burden with the other large retailers”. After all, unlike the others, Telstra only had 18 years of easy $b’s in profits and access fees from the PSTN…
My favourite is 1) No tender, just give it to Telstra (because the porfolio says)!
A G A I N, Telstra had that chance, remember – FTTN? But they decided to opt out…
Here it is again for you to ignore and pretend it never happened
http://www.accc.gov.au/content/index.phtml/itemId/757949/fromItemId/2332
That all sounds great *****, if you are Telstra or a blind, biased Telstra minion… {END}
But speaking of viability…
Optus have again criticised the NBN (if it’s retail) – but here’s what else they said…
WSJ 15/4 – “Despite the criticism, Optus said it remained a strong supporter of the NBN and believed it was a commercially viable project that had the potential to reshape the telecommunications in Australia.
Quizzed by senators about Communications Minister Stephen Conroy’s refusal to release the McKinsey/KPMG implementation study into the NBN, Mr Krishnapillai said Optus had done its own modelling and did not need the McKinsey report to conclude the NBN was commercially viable.
He said the $43bn price tag for the fibre-to-the-home network was the absolute maximum and it could be done for far less if Telstra did not “hold the whole country to ransom” on access pricing” {END}…
It’s been a long time coming, but ACCC is getting its act together at long last and appears to be at odds with the federal government over ministerial powers.
On the recent Retail adventure: “Well, I will simply say that the commission’s clear and consistent position has been the wholesale-only nature of the NBN is important to the regulatory task that we have”
On the minister’s powers and discretion: “might undermine its regulatory role”
Read what Micheal Cosgrave, ACCC communication’s manager, told the Senate inquiry Courtesy: AFR 15/4/2010
Lol…
The ACCC are wrong… rogue regulators and waywards sheriffs when it doesn’t suit the Telstra portfolio and right and “getting it’s act together” when it does, Lol again…
The ACCC are doing their job correctly, legally and utterly professionally, as they have always done. It is you who is simply too biased to see it…
If Telstra’s monopolistic behaviour needed to be pulled into line in the past, it was. Now if Conroy needs to be too, then so be it.
There is no conspiracy and this should prove it to those who are “actually able to see and can comprehend”!
So now, basically everyone here but one, eh minion?
Telstra do listen. They read the comment about ovation and contacted me next morning. They put the BLAME on FOXTEL.
It appears Telstra staff need more informationon some subjects.
Everyone today want to blame someone else.
With the NBN where will it be CONTROLLED FROM!!!!!!
A news story today state the second biggest ISP in Australia which is used by OPTUS had major problems of a virus type from their base inside China affecting internet customers in Australia.
Will this happen with the NBN!!!!!
Chances are with MR Rudd and Mr Conroy and other ISP’s like OPTUS it will happen. YES
We DO NOT WANT IT.
We MUST ACT NOW!!!!!!!!!!!!!
This would give a country like China FULL CONTROL over Australia and they could DO AS THEY WISH.
The NBN must be controlled in Australia by Australia.
Hi Grahame. Yep, we do listen. I understand you were called and the situation with ovation was explained. We read every comment and where appropriate we forward ideas, suggestions and complaints to the various Telstra customer support teams.
Have a great week.
Brendan
Seems to me Telstra is in a Quandary.
It would seem Telstra has no real choice but to Join the NBN for their long term survival.
http://www.smh.com.au/business/fleeing-customers-dent-telstra-revenues-20100418-smlh.html
Fleeing customers dent Telstra revenues
["analysts have warned as they highlighted a decline in customer numbers as the company's biggest challenge.
"Analysts and investors say declining customer revenue is a more significant threat to Telstra's long-term revenue than the proposed national broadband network."
'Telstra's dilemma is clear. It does not want to lower its mobile pricing to accelerate the shift of high-margin traffic away from its fixed network. - Its mobile phone plans were the least competitive, and its customer growth declined by 83,000 in the last six months last year.
Institutional investors could expect Telstra's share price to weaken further if it does not make a deal with NBN Co, because that would add even more uncertainty to the company's future."]
So there’s the dilemma.. Lowering Mobile and Data Charges will impact greatly on their already falling pstn fixed line revenue and the Nextg network is already experiencing
congestion as for all other providers. Declining revenue means it will make it harder to invest in infrastructure.
Lower forecast revenue makes it less likely that Telstra could compete against the NBN, should NBNco decide to go it alone.
Lower forcast revenue also impacts significantly on Share Prices, which makes it harder to attract investors.
Yes , the best thing for Telstra all around is to bite the bullet and join up with the NBN. The Wire network is fast becoming worthless.
David, I do not know how your negotiations with Government are proceeding but if the state of service at the Telstra Shop at Carindale, Brisbane is any indication you can abandon your hope of improved customer service.
My wife and I entered the shop at 11:30 today with the possible purchase of the new bench top computer advertised by Telstra in mind. In the thirty minutes we stood waiting for service many perspective customers walked out in disgust.
The Staff worked in a comatose state, slow moving and disinterested in customers. Surely each shop should have a Supervisor who understands the service industry and the critical importance of ensuring customers are looked after.
After our 30 minute wait we were told that the shop did not have the device we were after in stock. Good luck to you and to Telstra Shareholders, I think we may need it.
Paul. very true. It’s a real dilemma for terrestrial networks for all concerned, be it copper or cable. Every other person I know including my 4 grandchildren are contactable by mobile only. NBN will also feel the pinch and being a wholesaler only will aggravate its non profitability. Particularly, when keeping up with technological innovations.
Currently, this whole affair is a grand circus, made more pathetic by the ACCC’s relentless pursuit of Telstra for breaches of the arcane T.P.A.
Hmmm, I though the ACCC were “getting their act together”?
Oh that’s right, that was when they were doing their jobs professionally and targetting anyone but Telstra…
When they are professionally doing their jobs and targetting Telstra, they are rogue regulators, I see now, lol…
Paul thanks for that further info, which clearly highlights that our comments are being proved more and more correct with each minute.
Unfortunately however, it is obviously pointless trying to rationally converse here (with one in particular) as this forum runs strictly on emotion and nothing else, due to share losses.
As such, facts, rational thinking, realistic deductions and particularly honesty, are not in over abundance here!
….Apart form you and I, of course, lol…
Paul well written…a dilemma indeed for Telstra…i guess that comes down to bad management over the years. What is even more worrying is when all the mums and dad’s move on the current mobile only customers will replace them and have no desire for anything else but NBN.
Telstra remember we all have long memories of what you are offering today so bite the bullet and start to looking after us!
Well following up on Paul’s URL, where an expert analyst says, what we all already (well those with an open mind) know, that Telstra is still uncompetitive price wise… my broadband contract with Telstra has now elapsed.
But because of having to change my email details, if I were to churn (although I will register a domain name/mail therein and not have to worry in future…) I was thinking of doing it the easy way, via Telstra’s new $50 pm Elite/ADSL2+ 25GB plan, which is a marked improvement on my current Telstra plan – ADSL (not2+)/25GB down/uploads – $80 (well $70 because I have services multiples with Telstra and save $10).
But after a quick check with TPG, they are now offering ADSL2+, 130GB and lots of extras, for the same price!
So before you all go for the typical excuse, “premium products = premium price”. Remember they are both offering ADSL2+. But TPG are offering over 4x the download limit/Telstra are offering 105GB less (and Telstra count uploads, whereas TPG do not). Plus, if I was to use the entire 130GB with TPG, which is highly unlikely, I will be throttled back to 4000/1000Kbps (faster than my current Telstra speed) whereas with Telstra, I’d be throttled to almost unusable, dial up/64Kbps. So TPG are offering the obviously, more premium plan of the two!
So (not even looking at any other competitor) the choices so far – all correct to the best of my knowledge, but I will stand corrected…!
Telstra ADSL2+, 25GB (up and down) throttled to dial up/64kKbps “when” my 25GB is used up. On a 24 month plan! Up to 15 mail boxes, but only 1 is included, every additional mailbox is $1 per month. Plus to be eligible, I need a Telstra landline too (at $30 line rental p.m. plus calls) and there’s also the fine print…
vs.
TPG ADSL2+, 130GB (60on/70off) down only (uploads not counted) throttled to 4000/1000Kbps (I currently obtain under 1300 with Telstra) “if” my 130GB is ever (unlikely) used up. On a 12 or 18 month plan, including 500 mins of VoIP calls and up to 20 mailboxes included at no extra charge! And again, the fine print!
Both cost $50 p.m. Hmmm, I wonder what I should do (apart from sell the shares and make a small profit)? Lol…
http://www.tpg.com.au/products_services/adsl2plus_pricing.php
http://www.bigpond.com/internet/plans/adsl/latest-offer/
The saga of the exercise in legal futility which clearly does not remotely provide any solutions to our current and very urgent Telecommunications dilemma, continues.
“Judge warns ACCC over Telstra case” Courtesy: The Australian Financial Review Tuesday 20 April 2010.
….. ” a Federal Court judge warned yesterday it could be difficult for the ACCC to convince the court to “join the dots” and conclude Telstra’s culture encouraged staff to break the law……continued
It seems Samuel is well and truly in control of his rear view mirror, circa 2006/2007
Yesterday while entering a Telstra Shop as a customer I experienced exceptionally poor service which upset many customers. I considered it my melancholy duty, as a Telstra shareholder and one who has constantly defended Telstra and promoted the company products to family and friends, to report the poor service to Telstra in the spirit of constructive criticism.
I did, and do, understand the Mr. Thodey has called for better customer service and would welcome suggestions of information that would assist the delivery of this required improved customer service. My Post to Exchange yesterday was quickly removed from the Site and I am wondering what is the point of customers and stakeholders making an effort to assist Telstra if a state of denial is demonstrated.
Hi Sydney, Your post is live on TEX, It was never removed. Just took a while for us to get through the comments of day. We only withhold posts that break the rules of our community guidelines.
Sorry to hear you had a lousy experience at the T-Life store, I have passed the feedback from your post yesterday.
http://exchange.telstra.com.au/2009/11/04/a-new-view-on-communications/comment-page-10/#comment-4883
Cheers, Brendan
[Despite all Telstra's claims to be customer focussed the latest Roy Morgan survey shows it lagging all other mobile operators in customer satisfaction by an ever-increasing margin.]
http://www.itwire.com/your-it-news/mobility/38408-telstras-mobile-customer-satisfaction-plummets
Telstra was the only major company to record a drop in satisfaction over the survey period and the only one with a below average ranking (60.3 percent). The average figure is weighted according to the number of subscribers of each of the mobile operators covered by the survey.
["Telstra was bottom of the list back in March 2009 but all providers were in a 10 percent band from 62.7 to 69.9 percent. Since then the gap has widened considerably with all providers other than Telstra improving their rankings and Telstra's ranking declining."]
Not much change happening or just slow to cement?
http://www.theaustralian.com.au/business/telstra-ready-to-fight-deceptive-conduct-fine/story-e6frg8zx-1225855228560
Telstra are in court now because they “admitted breaking the law”! But yet A G A I N, the lone NWAT minion actually expects us to believe that it’s never Telstra’s fault (even though, this time Telstra even admit it is) and says, it’s actually all Graeme Samuel’s/ACCC’s fault.
At best, Telstra had the decency, under Mr. Thodey, to admit it. So what they are doing now, is simply trying to minimise the penalty/damage. But… it occurred. Well, it occurred in the real world anyway, maybe not in that big sugary, NWAT gingerbread house. A magical place where everything Telstra (except those shares, of course, lol) is always perfect… the place where that lone Telstra conspiracy theorist resides!
AGAIN, unbelievable bias and unwillingness to accept reality, brought about by ones unwise investment.
Now… Sydney after your above comment, it is clear that you are a “disparaging opponent of the Aussie icon Telstra, out to demonise Telstra, for his own financial agenda”. Lol… I am kidding of course…
Let’s face it though Syd, that’s exactly what you have accused every other single person (since 2005) of, who did exactly what you just did. So again, like a few days back, I am glad you can finally see that Telstra, whilst genuinely trying to improve, are not and have never been, the perfect company you have previously, constantly claimed them to be.
Syd, perhaps now you can also see most who comment are not disparaging opponents? Just concerned citizens, customers and shareholders, who like you just did, also offer constructive criticism. But we do so in the face of blind bias from, in particular one, formerly two TLS minions, who simply refuse(d) to acknowledge anything, if not Telstra positive.
So kudos again Syd, I’m sure Telstra will take your advice onboard.
Sorry to hear about your experience Sydney, but my local isnt much better.
Unfortunately many people think Telstra Shops are “Service” Centres.. Sadly say mate , they are not.!. They are “Sales” Centres, out to make sales and thats it..
Only “service” provided is the free phone and internet portal..
Now i know not ALL T/S are the same, as some do aim to please regular customers with added service, but as a whole, their Service aspect is mostly missing.
It seems Bull baffles brains in some quarters and triumphs over realism.
In the my commentary on 19 April 2010 I drew attention to “NBN will also feel the pinch and being a wholesaler only will aggravate its non profitability. Particularly, when keeping up with technological innovations.” As it happens, here’s a live example:
http://www.zdnet.com.au/slattery-calls-bullshit-on-nbn-economics-339302553.htm
Don’t some tire from ejectamenta, ejusdem generis.
http://www.dailytelegraph.com.au/news/telstra-tops-list-of-telco-complaints/story-e6freuy9-1225855990855
“Telstra tops list of telco complaints”
Nothing new about that, but..
“The communications watchdog has announced the probe after angry feedback to the official Ombudsman grew to 900 complaints per day.”
900 a day? Strewth.. No wonder they are always busy..
“`In many cases, the sheer explosion in market activity has overwhelmed legacy customer care and complaint systems and to date have defeated a ‘single view of the customer’. This has exacerbated the fuzziness over who is responsible for what. ”
I guess the Legacy and Seibel systems still overlap into no-mans land.? Still buck passing and nobody taking the responsiblity or having the authority to solve a dispute.?
Long way to go, by the looks of it.
http://www.zdnet.com.au/linton-gets-his-telstra-sorry-ad-339302558.htm
Telstra apologises to Exetel for making incorrect inferences about Exetel being a bad debtor.
Seriously, if the previous management were still in charge I’d understand such a typical stuff up, but…
Paul the longest journey starts with a single step and Mr Thodey has begun the task of returning Telstra to the happy position of being respected by the Australian people.
The task is not easy and can only be accomplished by enabling trusted staff to carry out training and guidance of those on the shop floor who do not understand the serious and responsible position they hold.
Some people are not suited to the service industry and do not have the ability to project an image of happy assistance to customers and are completely unsuitable for the position. Supervision must monitor the attitude of staff.
I do know that at the Carindale Shop I yesterday spoke of, the previous employees were terrific but they were changed and if the replacement people are not quickly trained Telstra will be the victim of more unhappy customers.
What Telstra need is Co-ordinating Supervisors that visit Telstra Shops and assess the operational function of the staff. Then, if necessary, explain to them the need for them to better perform and the importance of their position.
Also, for those employees that are seen to be exceptional in their service to the customer some reward from a grateful employer. Naturally the visits from the supervisor would be random and without announcement.
“The previous employees (at your local Telstra shop) were terrific but they WERE CHANGED”.
They were changed? How so! Sacked or they moved to greener pastures?
You’re not suggesting that Telstra pays their highly paid overseas amigos up to $30m but won’t even pay enough to keep the average (but highly knowledgable) Aussie salespeople from churning (like their many ex-customers, lol) from Telstra to their competitors?
Either way???????????? As a shareholder I am, and you should be, appalled.
I know, Graeme Samuels and the ACCC sacked them all, in their relentless pursuit of Telstra, lol..
Sydney, beware of twisters. Alas, Illegitimi non carborundum!
If anyone is interested, please see links below to video of Steve Fielding’s address to the Australian Shareholders
Association on the Government’s reforms to the telecommunications sector.
Part 1 of the speech
Part 2
In reply to Telstra boy extraordinaire!
In some circles bull certainly does baffles brains.
However, where NWAT 2005 is concerned, bull baffled brainless, so much so, that the brainless still now, continue the bull…
Robbie, as usual, I find it difficult to follow your line of debate or to understand where you are coming from and what your objectives are. Referring to the fact that I stated that previous Staff of the fore-mentioned Telstra Shop, who were very efficient, were changed, I now know that they were transferred to a nearby Telstra Shop location. For what reason I do not know, nor would I expect to know.
What I do know is that Telstra’s personnel who deal with the public must be trained in the requirements of that position and those who supervise the Telstra Shop must be accountable to deliver a high standard of customer service. Perhaps another suggestion that could be considered is that each Telstra Shop has on display for customers, a sign stating that it is Telstra’s desire to give excellent service and if the customer feels the service is lacking please ask to see the Supervisor whose name would be included on the display.
The time for pussy-footing and denial is over and Telstra owners (1,400,000) Australians must ensure that their Company is operating in an acceptable manner. The present threat of Telstra being fined a possible $300 million dollars by the Australian Courts for a “mistake” by Staff is unbelievable and unacceptable. Being possibly Telstra’s most enthusiastic supporter these comments were not written lightly and are presented by necessity in recognition of a serious situation.
Sydney. In the final analysis, facts with a twist of fiction will not build the NBN. It takes many billions of real dollars and an abundance of skills to deploy.
The botched insulation scheme has now been abandoned and the concentration will now be devoted to very costly rectifications.
Billions of dollars and lay manpower hours has been thrown into the health scheme arena, not directed at the planning process but at a colossal brinkmanship on whether the 30 per cent of the GST, which Labor opposed its introduction, should be treated as tampering with the GST structure or a State governments, post event, grant. – A classic exercise in futility.
And they say, “we will build the FTTN NBN” out of thin air. Make sure you do not destroy what we have, before building those castles in the air.
Thanks SM, I did read the report update which is quoted below for ease of reference.
Thanks
Hi,
As you’re aware by now this newsletter is in response to the many people wanting me to keep them up to date with the latest news
FIXING OUR HEALTH SYSTEM – We need action now
Kevin Rudd has managed to strike a deal with the State Premiers to reform the health system. But is this deal the best use of taxpayers’ money? I hope to work cooperatively with the PM to make sure we get real reform. Listen to more here.
TELSTRA AND THE NATIONAL BROADBAND NETWORK (NBN) – Getting a fair result for all
Earlier this month I addressed the Australian Shareholders
Association and shared my thoughts on the Government’s reforms to the telecommunications sector. Watch part 1 of my speech here
and part 2 here
……….Continued
Regards,
Senator Steve Fielding
Leader of Family First
255 Blackburn Road
Mount Waverley, VIC 3149
Ph: (03) 9802 1922
I find it hard to fathom Telstra Exchange, that in a forum named “a new view on communications”, just because someone says NBN here and there they can politically grandstand and show their disgraceful biases.
Let’s get real now… the insulation scheme wasn’t botched per se`. It was shonked and duped by greedy tradesman (or rather non tradesmen) those trying to make a quick dollar, with no effort – like a handful of whinging TLS shareholders, here.
The insulation in my place is fine, I have been in the ceiling and checked, so…this government has helped me personally more than any other thus far, with insulation and cash payments…
As for the GST, it is here now and cost $b’s to implement. I’m sure not even a few greedy biased shareholders would be stupid enough to scrap it – but then some did pay $7.40 eh, lol?
Just like it would be ludicrous to scrap the NBN if the Libs/Nats get in…
So being Apolitical, I would ask Telstra Exchange to omit future, stupid political comments be they Labor or Liberal biased and ensure adherence to the comms topic, please?
Now to the topic of comms. What day is it? Thursday – ok, so TLS minion #1 & 2 are against the NBN today. Tomorrow they will again be saying the NBN is the way to go. So you are both totally against and totally for the NBN… yes ok! Nothing like an each way bet so in the end you can say, I said that, lol…
Seriously, aren’t you blokes ashamed of your disgraceful nothingness, based around portfoilio greed?
As for $300m being unacceptable for Telstra “breaking the law” – ah they broke the law. So what, they should receive a medal.
No minions? Oh, sorry two medals and a bouquet of roses – which you should start smelling!
http://www.theaustralian.com.au/business/industry-sectors/telstra-aims-to-hike-rivals-access-costs/story-e6frg9hx-1225856608774
Sol strikes again…
I feel ever so secure in the knowledge that I have picked up a few mates on my lonely road to preach enlightenment!!
20 Apr 2010 at 2:50 pm
“But we do so in the face of blind bias from, in particular one, formerly two TLS minions, who simply refuse(d) to acknowledge anything, if not Telstra positive.”
22 Apr 2010 at 3:11 pm
“Let’s get real now… the insulation scheme wasn’t botched per se`. It was shonked and duped by greedy tradesman (or rather non tradesmen) those trying to make a quick dollar, with no effort – like a handful of whinging TLS shareholders, here.”
Sydney, it’s difficult for you to follow Robbie’s line of debate or to understand where he’s coming from is because your shares blinded you, that’s why it’s very hard to see. Why don’t you take that portfolio and bias out of the way for just a few seconds…oh..why do i bother. Anyway, it’s all facts which you and your other friend refuses to accept.
So, Telstra’s decided to jack up the prices of line rental again. This does not surprise me at all, they are trying to recoup their losses from declining fixed line revenue. This is prove Telstra should be split up and should have never been a retailer and a wholesaler in the first place, it’s anti-competitive. When Telstra jacks up the price of wholesales, the whole of Australia’s consumer will have to pay for it directly or indirectly due to Telstra having the infrastructure monopoly. A monopoly which Sydney and Vasso are betting on being a monopoly into the foreseeable future.
Apart from doing something about their bottom line, Telstra haven’t been doing anything innovative, eg T-HUB, where it locks the user into everything that is overpriced Telstra. Their products are way overpriced and they wonder why they’re loosing customers.
If Telstra don’t change and be more innovative, review their products and prices, they will go the way of the dinosaurs.
Lol…since some TLS minions can go waaaay off topic…
Gee, you’ve picked up a few mates you say? I never mentioned any names, did I?
It seems one gentleman in particular (as again, no names were mentioned) has a guilty conscience and is simply admitting that he does indeed have “blind (TLS) bias” and that he is in fact, one of the “whinging TLS shareholders”.
Good for you and thank you for the admission and clearing that up for us…”blind bias, whinging TLS shareholder”, lol.
Hi Salami… Thanks for bringing further NON greedy sense to this thread and also for realising that even absolute facts, do not work here. This is a place where the portfolio and greed rules above all else.
But just as a “hands-on” example as to why people do not trust Telstra and why they are losing clientele! This is 100% recreation of what occurred and I will swear it on a stack of bibles and/or TLS shares (you minions pick – yes we know the shares).
As I said previously, my Telstra broadband contract is up. So a few days ago I rang Telstra, just to make sure. Yes expired. Of course the salesperson then asked would I like to recontract and I asked – “what can you offer me”? Well…
Knowing Telstra have the new $49.95, Elite/ADSL2+, 25GB – the salesperson offered me “the very same plan which had just expired and is still ticking over uncontracted, on contract – ADSL, 25GB – $79.95” (eh?). In fact I am still (uncontracted) paying $69.95 due to having multiple Telstra services, so it was actually a step backwards more money and tied to a contract. Or they could upgrade me to Elite ADSL(2+) for $89.95.
Anyway… it wasn’t until I scoffed and said the magic word CHURN that the salesperson then said – we do have a new plan which is only valid for a short period. The salesperson then offered me “the exact same Elite plan” I had just been offered for $89.95 for $49.95.
Why did it take threats of churning to be offered the $49.95 plan, rather than them trying to rort me for $89.95! Why, was I not offered the better deal immediately? Well it’s obvious eh?
Had I not known better (like a lot do not) I could have singed for a $90 plan, when I could and should have been offered the same plan for $50.
This is dishonest and unethical, if not downright despicable, in my opinion. It also proves what a lot of people on forums say – Telstra rort their customers who do not know better, particularly the elderly (which I am not).
Perhaps a quick call to the TIO might be in order?
But I’m sure a few faithful blind minions will condone this practice all in aide of the holy share price! And please do not have the audacity to call me a liar or Telstra basher, due to you extreme bias and portfolios, “as this is exactly what happened”.
So before your minions start their typical rot, any response to me, Telstra, Brendan or of course… David?
Salami, I do like the name but with the edible thing, I prefer hot salami!
I read your comments with interest, but like all perennial Telstra knockers, you should all take a peep at what’s in store with the alternative.
The supposedly innovative hi-tech FTTH, is a real worry if one pays any credence to the uttering of an adviser to NBN Co.
“piggyback on other infrastructure projects like the electricity smart meter ….. and one way to keep costs down would be for council or government workers installing electricity smart meters to also install NBN equipment”
Sounds like Disneyland stuff to me and an insult to Telecommunications Technicians.
Extract, Courtesy:
http://www.smh.com.au/business/broadband-network-eyes-telstra-pipes-20100422-tfxe.html