Comments on: That’s a change: Telstra’s new customer service initiatives

By: Az [Telstra Community Manager]

Az [Telstra Community Manager] — Tue, 16 Apr 2013 04:47:53 +0000

Hi Joe,

Appreciate your feedback. We certainly do care about our customers and their experiences with us.

These posts are all read, but in order to get the quickest resolution to any issue, I would encourage everyone to contact the team at 24/7 Live Chat http://tinyurl.com/24×7-service or through our Facebook page https://www.facebook.com/Telstra24x7
Az

By: Joe

Joe — Tue, 16 Apr 2013 04:29:53 +0000

Nigel,

That is Telstra! The Board members should all be called in to an urgent meeting to explain the continuing poor customer service.

By: Joe

Joe — Tue, 16 Apr 2013 04:24:55 +0000

Why are all the posts above not replied to or acknowledged? Are they all being read? Or don’t Telstra care what clients think?
Yesterday I was told by a Telstra staffmember that nothing could be done to fix my internet problem, but that someone would call me about it. Surprise, surprise noone has! I only got it fixed as I reported negative feedback on the electronic survey. I was impressed that I was put straight onto a higher level supervisor who fixed my problem ( this is a big plus – that negative feddback is acted on immediately). I pleaded that he go back to the initial staffmember and train him so other clients do not endure what I did. I am also not happy that staffmembers are not recording notes in files.
So some good things here, but overall it was a very unpleasant experience.

By: Joe

Joe — Sat, 06 Apr 2013 12:52:47 +0000

That’s interesting you say the problem is ongoing, which is evidence that Telstra is not working hard enough to improve customer service. I am still waiting for someone to contact me re a new modem as promised – it’s been over a month. A lot of Telstra staff do not call back as promised or quit when you cannot pick up the phone because you may be in a meeting etc. Does David and the managers ever travel to the call centres overseas to speak to the staff there? The problems are so ingrained – not even Brendan on this board can bother to respond to all customers, using the more “lazy” selective approach.

By: Nigel Kelty

Nigel Kelty — Thu, 04 Apr 2013 00:25:37 +0000

On 3rd April I spent more than 60 minutes on the telephone talking to Stephen (D08273) and he finally promised me that someone from “business” would call me with 20 minutes. I told him that I would bet one million dollars that I wouldn’t receive a call because in 17 months (the length of time that my complaint still isn’t resolved) I have only ever had one Telstra staff member return calls when promised.
After 30 minutes I tried a different set of phone numbers and a Telstra staff member fixed my short-term problem in less than 3 minutes. 24 hours later I’m still waiting for my promised call.
Telstra’s service couldn’t be worse and the only way they can justify their position is by manipulating the results.
I was impressed by the customer survey at the end of each call until I realised that, initially at least, if you said that the issue wasn’t resolved – the call was terminated. If you said that the issue was resolved, then you were asked further questions.

By: Joe

Joe — Tue, 02 Apr 2013 11:06:56 +0000

That’s very poor customer service. I was promised a call by someone to replace my modem as it was old – noone got back to me! I cannot understand how the task to contact me which is documented by Telstra, is never acted upon. This is just poor customer service and poor management.

By: john baryczka

john baryczka — Wed, 27 Mar 2013 02:36:43 +0000

sooo…here we are again! a promise of a free modem for my good service record and renewal of contract with telstra mobile broadband never arrived. See previous Post. Sooo do you think I was surprised? nope all lies and more lies. Sooo…do you think i was surprised when out of the blue a Telstra person rang to see how I was going.Yes I was surprised till reality kicked in and my knees started to tremble…here we go again on the Telstra Virtual merry go round. You were promised a free modem? yessir I said. But i also understood you cannot go round giving away shareholders profits like that so I said I never expected it to come to fruition given past performance. Sooo..she asked her supervisor who said Yessir to me and if i was promised a free modem then by golly i would get one. Soooo….promise me lady you will keep your word and nothing will “get stuffed up”!!!!!!!!!
OK i got my free modem which works well by the way….then….yessir three times over you guessed it …they stuffed up and i got billed an extra $210 for my free modem. Weeeelllllllllllllllllllllllllllllll my local members office copped it…no ombudsman office which is now an industry in itself getting fat on the misfortune of others…no more calls to telstra after the one this morning…….no more nothing. the future is now under review…..

By: Gigi [Telstra Staff]

Gigi [Telstra Staff] — Sun, 24 Feb 2013 22:25:28 +0000

Hi Robert,

Hhhhmmm, this is all very confusing – my apologies! If you get a spare five minutes today, I recommend you jump online and chat to one of our 24×7 Live Chat customer service team members who will be able to check your account and walk you through running a speed test. You can find them here: http://tinyurl.com/24×7-service

By: Robert Lefrancke

Robert Lefrancke — Sun, 24 Feb 2013 00:07:29 +0000

I have been told by a computer tec that in my area there is no adsl 2+ , he says to get that telstra would have to run new cables from Maryborough to Hervey Bay which they wont do ,i have been told multiple times by testra that i have adsl2+ , can someone that wont lie to me please check as the speed i have seams to be slow compared to what they sat adsl2+ should be

By: Gigi [Telstra Staff]

Gigi [Telstra Staff] — Mon, 18 Feb 2013 02:56:29 +0000

Hi Brad and Sue,

Thanks for the comments. Telstra continually reviews potential network upgrades in all areas as part of our ongoing network investment process so I’ll pass this on to the planning team.