That’s a change: Telstra’s new customer service initiatives
Filed under: business, corporate, customer service, customers, news, Telstra CEO, thinking
Today I’m announcing new initiatives to improve the way we serve you, our customers.
As you know, one of our key priorities is to improve customer service and satisfaction. Over the past year we’ve had formal feedback programs and listened to more than 700,000 Australians – both customers of Telstra and of our competitors – who have told us how they’d like service to improve.
Our effort to really listen and respond to feedback is just one of the ways that change is afoot at Telstra.
- Because you have busy lives, we’ll offer appointments on weekends. Customers in metro areas and some regional centres will be able to pre-book Telstra technicians to visit their homes on weekends to connect or repair fixed line or BigPond cable services. And, we’re looking to expand this service into other products in the future.
- We’re making it easier for customers who call us by simplifying the steps they need to take to speak to the right consultant.
- We’re making it easier for customers to tell us what’s wrong. If our consumer or small business customers have trouble getting a problem fixed, they can call us and say ‘complaint’, and then be connected to specially trained staff who will help put it right.
- Because your time is valuable, we’ll trial a service that gives customers the option of having us call them back if queues prevent us speaking to them fast.
What we have been doing to improve customer service
Already we have -
- invested millions of dollars more into training customer-facing staff
- put more front-line people into complaints handling and established a program to systematically fix the root causes of problems
- established a dedicated team to manage all service changes from start to finish when consumers move house
And we have improved the value of Telstra products with new bundles that give discounts to consumers, new fixed and wireless broadband pricing with increased data allowances and no excess usage on most plans, and better value small business pricing and data allowances.
We also dropped the $2.20 administration fee for bill payments made over-the-counter or by mail.
What else can we do?
We know there is plenty more for us to do and we are going to keep listening to your feedback.
Please let me know your thoughts and keep posting your suggestions below.
David
What has happened to Telstra/Bigpond?
Why can’t I send emails, using the Bigpond Webmail service?
Is Bigpond, not working?
Is Bigpond?
Update: Well I got my modem… whoopee! No wait, they sent me the wrong one. I had to try to convince a guy in the Philippines that it was wrong as it only had one port. Easy really as the new telstra t box and a computer cant plug into one port. I was meant to have a 4 port wireless. No sorry.. just we will send you another one. Just another stuff up after one stuff up after another.
That’s a change – Telstra’s new Customer Service Initiative …
Que? My MF30 “trendy& cool” wi-fi modem died. I couldn’t just take it back to a Telstra shop, I had to buy another modem …
In fact. because I am in hospital following spinal surgery, my “untechnological” mother had to take the modem to her local Telstra outlet, who stated ” that, as they were a franchise, and not a Telstra shop, they couldn’t just swap the unit, and re-credit the $ 100+ credit that I had on the old unit …
Isn’t Customer Service just so wonderful …
… and what is worse? You ring 1258880 and ask to have it connected, and they say 2 to 4 hours, and 5 and a half hours later, it still doesn’t connect …
I have to use the service available from the hospital, which I can only use Bigpond’s webmail, which just leaves so much to be desired …
Brendan,
Why do you hide behind private E Mails instead of being upfront and solving the problems via this website? Transparency will always give a better impression than resorting to under the table subterfuge.
Chris, do not be offended, but I find it difficult to understand why the method by which Brendan solves a problem for a Telstra customer would concern you.
Surely, if you have genuine concern the fact that problems are being addresses should be a plus. Also, being a student of the English language, I find your use of the word “subterfuge” curious.
Chris…brendan refuses to allow one of my posts that is quite reasonable in its criticism and actually is a summation of all that goes on here. This forum is not open and neither is it honest. It is a shining example of the modus operandi of this dead duck institution…
I am seeking change through Federal Parliamentarians, the Business Lobby and the CMA who are oblivious to the depths which this once efficient organisation has sunk. A mountain of human flotsam employed to “Customer Relate” but they do not take the next step to address the issues raised to !!!!!!!!!!!!prevent them from happening again!!!!!!!!!!!. I do not believe they have the ability to do so from my ongoing Telstra nightmare experiences.
Hi John. The only reason your last comment was not published was that it did not meet our community guidelines.
… a further note re my new USB modem:
I still couldn’t get access to the net using the new ZTE MF 668 modem, as at 7.45 (ish) last night, so I rang 125 8880 and spoke to a really helpful person who was unable to help me, but they passed me to the second level assistance.
It seems the ZTE MF 668 modem,which states that it is able to be used on Macs with 10.6, is supposed to load a program manager, that enables it’s use on the computer.
This was not loading, so the assistance person, guided me through the manual setup of the device to enable me to get on the net.
This however leads to another problem, that I now have a device which is supposed to load a program manager, but doesn’t, so how am I supposed to know my service levels (amount of credit) and how am I supposed to recharge the device.
Brendan,
If you read this could you please ask, the techno-people to let me know where I can download a copy of the Mac program manager, as this is NOT available from the ZTE website.
cheerz
Hi Robert, I’ll see if I can get hold of an answer for you. Brendan
http://www.zte.com.au in the support page…
Sydney,
As a “student of the English language”, here is the definition of subterfuge: “That to which one resorts for escape or concealment; an artifice employed to escape censure or the force of an argument, or to justify opinions or conduct; a shift; an evasion”
I believe that the fact that Brendan doesn’t solve or at least report back to this blog publicly (which I would have thought would be good PR) is exactly that: a subterfuge (an evasion or an escape) in case the problem is not solved to the customers satisfaction. If you read through the blog, there is very little customer satisfaction reported…in fact the general tenure seems to be the exact opposite. Wouldn’t success stories change the general impression of bad service by Telstra?
In my lengthy experience with Telstra’ s service, it takes a lot of lengthy phone calls and hassle to get anything done and this blog seems to be the only way of bringing the attention of management to the problems.
Any way one looks at the Telstra service issue, it is generally not good, judging by the comments on this blog!!
Chris,
As a writer of many articles, and replies, in this “blog”, I can assure you that Brendan, and his co-workers, do indeed reply and make reparations to assist and fix many problems, some of which are listed here, and some of which are not listed here, but do occur outside “in the field.”
Brendan does a marvellous job, and whilst I have been quite “narked” in the past, I do support him and try to comment “in general” about Telstra, and about Bigpond.
In the past I have commented about “customer satisfaction” and whilst there are problems that have occurred because of certain influences from “overseas parties” (not to mention particular countries) that quite often cause problems, I have had problems, myself, with some of these people, but also, I have had my problems solved by them as well.
In relation to some of these problems, I think many of them are common “communication” and “rapport” problems, and these can only be worked out, amongst ourselves, and the influence of others in this process, sometimes only tends to complicate these ongoing processes, rather than make them better.
In other words, if you think there is a problem talking to Telstra, or Bigpond, try to solve the problem with the person you are talking to, rather than asking for help from other people.
Brendan,
I have solved the problem with the Mobile Bigpond Manager for the MF668.
Sorry about the issue the other night.
It seems I was looking in the wrong place …
… the customer is not always right !
Robert,
I agree totally with you….however my point is…why not shout the solved problems from the roof-tops. Brendan did a great job when he put me on to the right person and solved a years worth and 95 hours worth of hassle. But why not do the problem solving in public so that the public can see that something does get done, instead of not knowing? Most people always assume the worst unless we are told otherwise (I like being told in writing).
I would have thought that publicising success is a lot better PR that either leaving it to customer to announce or simply saying nothing!
By the time my problem was fixed I was so upset that I wouldn’t have bothered to put the fact that it had been solved it on any website, blog, letter, E Mail etc.
This blog is a testament to the perceived bad service by Telstra because very few of the solved problems have been documented by Brendan or Telstra or the customer.
David
I have to get this of my chest but to say that from all services in Australia the Telstra Mobile Service to the professional/ business person is of the worst you can get. As professionals we want a secured service we do not want to sit without phones (and to pay for a monthly service) for months because we were supplied with a handset that is unreliable for last 2 months in my case. We are willing to pay more for a secured service to operate in a professional manner and to provide a professional service to our clients. I have received my phone now for the second time back and still freeezing after 2 minutes use. I have now to take it back, waiting in the long lines for a third time to get service. How many times do I still to come for shit… service. In the meantime to help others I have went out of my way to warn every other professional person or any person that is the process of a new phone not to go for Telstra. Please understand service is not to sell only a cheap package but a secured available service to phone, manage and communicate. If you can understand the expectation of your professional/business client in terms of service….you will probably see the light but in the mean time your service is the worst. I wish your service can be more like the postal services…. Otherwise we just have to pray that a miracle happens rocks your company to service….
Just recently we have been experiencing full page and half page ads in the major newspapers on how great Telstra/Bigpond is in relation to mobile broadband.
Great.
Why then is my Telstra/Bigpond USB modem (ZTE MF 668) running at a whopping “64.1 kbps” whilst downloading a 55 MB file from the US.
And why have I had to download this file 3 TIMES because each time, I am told that due to a download error, this file could not be downloaded.
Now, I cannot believe that it would be a problem with Telstra/Bigpond’s service, so it must be a problem with either my laptop, or maybe it’s a problem with the people sending me the file from the States.
Mind you, I can’t also see why there was a problem with the file, the other day, when I was told by CNET that my speed was 178 kbps, or when it got up to 998 kbps …
Everyday, my connection speed changes. Why? I cannot understand that this is a problem with my laptop, or the people I am downloading files from. Not every day.
I’ve just had a message pop up:
Download Error – Your file could not be downloaded. please try again later.
This is REALLY BEGINNING TO S### me off. Every day, I get these errors because I connect with Telstra. Every Day. Every Day.
Hello, Telstra?
Maybe spend less money on full page ads, and more money on providing a basic level of service to your customers.
I am getting so sick of this woeful crap.
Hi Robert. Can you email me your account details and your postcode again so I can get someone to investigate. Oh, and thanks for your supportive words. Brendan
Robert,
Sorry to be the bearer of bad news but Telstra DOES have your details… many more than you may think, through their linkage to your email address, trading post, sensis, foxtel, etc.
That aside: You have given telstra your email address via your first post to this blog… If you used the same email address in your follow-up post Telstra can find all your related details; name, address, account number, how many calls you’ve made in the last month, etc. The Privacy Act may prevent them from re-using your email address without your consent… but look at the agreement you ‘signed’ to when using the blog.
Interestingly, I now understand why Telstra 1) Know your phone number when you call the helpdesk 2) Ask you to input your phone number via the keypad during the automated section of the call 3) Ask for your phone number when you get to a real person 4) Ask again for your phone number after you’ve been transferred to another area and 5) Repeat 4) for each area you are transferred to…
It’s because people don’t mind giving the same information to the same organisation multiple times when the organisation has all the information and more in the first place.
Keep up the good work.
‘Nuff said
Dear Brendan,
You had to ask Robert for his details, in your words “again”. This is the key issue for Telstra. They don’t hold information about their customers in such a way that the customer feels like a “person not a number”. Ask a person for their details 3 and 4 times and they look elsewhere for service. I humbly propose that Telstra look at getting their house in order so they know their customers… Of course business customers are easier to look after than residential, or ARE they… I would argue that looking after a customer is the same regardless of size..
Have a great weekend.
Garry
Hi Garry, I ask Robert again because I triage comments to various specialist teams in Telstra who can help customers, and I have no direct access to customer information. I don’t keep info on our customers. We are always making improvements to our systems and service and may have been rolled out already.
I’m here to help you should you need me.
Also, I don’t necessarily want my “account details” held by some organisations. Look at the NAB, and Sony issues, of late …
It’s always easier to get a client to re-input their account details, rather than admitting that some bozo has breached your security and stolen your client’s identity.
Have a safe weekend, drive carefully, and be aware
Chris and Robert you are both correct in your determination that it would be a good idea for Telstra to promote its ability to solve problems and keep customers happy.
Brendan is doing a Stirling job with his limited facilities and is to be commended. What puzzles me is what the high flyer’s in Telstra (those recently employed by David Thodey (at great expense) and advertised as ‘experts’ have achieved since their employment.
I acknowledge, that to some extent I speak from ignorance into the inner workings of the great Telstra machine, but surely some indication could be given to those who own Telstra that progress is being made in the customer service division.
I think all would agree and should not lose sight of the fact that Telstra is alone in Australia in having a company Site that allows free and open discussion and at times criticism of the company and its products. Those who have a knowledge of the history of Telstra will know that it was, is, and always will be one of Australias greatest companies and will always have the support of Australians.
Hi Brendan. I’m sorry to hear you’re working on a public holiday. Thanks for the prompt response.
The point I was making was that Telstra, as a company don’t know nor keep accurate details about their customers.
You don’t have to keep details on Telstra’s customers if the company does.
Your need to triage calls from often irate customers is another story. When the Telstra customer service issue is fixed you may not need to.
Cheers
Garry
HI again Brendan;
I was under the impression you were able to help from the repsonses you leave here; and your email to me seemed like something was going to happen.
In actual fact all you did was pass on my email to the usual customer relations people who told më [and I quote] “if you want to spend eight and a half hours on the phone to Telstra thats your choice” !!!
That Brendan, is not helpful. As of today I am taking this on to the TIO in the hope to have this resolved to some kind of customer satisfaction. I am so over Telstra’s idea of what customer service means.
As a further update and YET ANOTHER example of Telstras bright shining woefulness; we are in the process of transferring our telecommunications from Telstra. This will cost Telstra approx $300 or so a month maybe. I’m sure they don’t care. and here is an example of WHY we are doing so; we have tried for nearly a week now to get a mobile phone number ported from Telstra to Virgin. Each time, on the first two attempts; we were told by Virgin that telstra had stopped the port. We call telstra, they say the account names are worng. We check it. They say OK. we put it through again with Virgin, again it gets blocked. FINALLY today, after nearly a WEEK and the 3rd block, someone from Telstra finally changes their story and tells us the account is in a different name than the one we’re using. A WEEK. 3 TIMES!! FOR GODS SAKE TELSTRA WAKE UP AND GET IT TOGETHER THIS IS JUST RIDICULOUS.
Garry;
“Sorry to be the bearer …” So what?
I am aware of the “large corporation” issue that Telstra has, and I am aware that they replicate, duplicate and delete data, in an ongoing and regular practice.
I used to work for the Australian Taxation Office. I understand how Governments and large business organisations work and are organised.
I have no problems giving that data “again”, and “again.” The data request/broadcast system is used as a form of identification between the user, and the organisation.
Have you ever noticed online, that you have to enter your date of birth, your name, and other details to identify you, as being you?
That’s the way it goes.
Brendan,
Sorry to have to be the bearer of bad news, but …
The broadband access method I am using, is a pre-paid MF 668 ZTE modem.
The latest speed test, via the CNET speed test (http://snipurl.com/lqr7a) is 357 kbps – still pretty slow for what Telstra/Bigpond describes as an “ELITE” modem.
In fact, apart from the word “elite” being used to describe everything, these days, that isn’t really elite, which makes the word totally useless, and plain, and ordinary …
Don’t start me on the that one, please …
I have a Telstra 200Gb bundle at home. This works extremely well.
When I am not at home, it would be nice to have a comparable system, that I can plug into my MacBook (NOTE: this is not a Windoze, or Android machine) to give me high speed, and reliability.
The Telstra ZTE MF 668 does not meet my high standards, as far as high speed, goes, in fact I would rate this as another woeful example of Telstra ripping off it’s customers …
I just can’t see why you can’t produce a device that gives me 2 – 3MBps, in country NSW. I don’t live at the back of Bourke, I am currently in Bowral, ie about 1 1/2 hours from Sydney.
We have telephone towers, and microwave systems here, but the mobile broadband reception is just not what you would expect from the largest ISP/telephone provider in the country.
Previous to this device, I had a MF 30 which was pretty average until it stopped working. Supposedly, this device was still under warranty.
In order to get coverage, again, I had to go ouat purchase this MF 668, so now I OWN two machines, but only one is working.
When I get back home next month (I’m still in hospital) I intend to pursue recovery of some of my funds, AND get a device that is a) faster, and b) reliable.
There must be a device which satisfies these conditions. I M PRETTY SURE that Telstra wouldn’t let it’s sales personnel, techhies, and others loose in the countryside without “reasonable” communications equipment …
Robert
I am not sure if this is what Garry meant, but I personally don’t mind identifying myself with personal information at the beginning of a call to an organisation like this, but having done that when the person I am speaking to decides I need to speak to someone else I don’t understand why I have to go through that questioning \again\ and \again\. That’s where it would be helfpul if the Telstra system could remember that they have already identified the caller in THIS phone call. It seems ludicrous to me that because Telstra has changed the person on the other end of the phone that the caller has to keep re-identifying himself/herself.
It doesn’t happen when I call my bank. Person 1 identifies me and hands me over to someone else and the call continues. And in fact in many of the zillions of calls I have made to Telstra/Big Pond the person I have spoken to actually does a handover to the next person – how come I have to re-identify myself then? That might be the way it goes, but it’s not the way it should be IMHO.
Your comments in regard to the repetition of requiring to repeat your name and details again, and again, to Telstra is indeed identifiable as big corporation syndrome.
Telstra, in the Philippines (or wherever, their offices are) are not just in the one building, and, I suspect not even in the one city … This means that when you are transferred from one section to another, and even from one level, to a supervisor, you are going outside of one arena, to another arena, and thus you need to provide your details, because their computer systems are going to be different, too.
I mean, can you imagine that a lowly level 173 division client service officer, is going to have the same shiny new Pentium 586, as a level 98 supervisor grade -52, or the AMD 3000+ of a classy Supervisor level 22?
Really, there are class levels, and we are being shunted from the lowest, to a higher one, but I’m pretty sure that we would never be shunted up to the Level 1 people, who have 27″ iMacs, or Mac Pros, with 30″ apple screens …
As far as they are concerned, we are lower than their level 173 client service officer, so we have to repeat everything that they ask for, just so we will get so pissed off, that we hang up so that they can go back to their Darjeeling Tea, and lemon drinks, whilst sitting on the verandahs of their beachfront offices, with thatched roofs, and sand and the beaches at their doors …
I always wanted to get into prose …
In reading the comments of late it appears to me that some people have gone off track for what this site is about. In doing a search for the Telstra Exchange the result is to the link with a sub heading of,
“Telstra’s official corporate blog featuring informed commentary and an exchange of views on Telstra, the Australian telecommunications industry and broader technology issues”.
While I see Brendan taking on board peoples issues and guiding the customer to the correct area, no where do I see this site described as a customer service/billing/complaint tool.
I do agree sometimes we don’t receive the satisfaction required and at times we feel the need to vent, however venting should be constructive and not an attack on any one in particular. So with that said, let’s all keep this fantastic blog site on the right track and use the correct customer service avenues. While I am a Telstra employee, I don’t work with in this social media team and this is my opinion only.
Actually Larry I found this site by googling “CEO Telstra” when I needed to find someone with some clout to complain to as I had been battling with Telstra and my wireless connection (and disconnnection after disconnection) for 18 months! The heading for this page is “Telstra’s new customer service initiative” and I personally believe that our complaints are entirely relative to that heading. Brendan is doing a good job – but he shouldn’t HAVE toi be monitoring a website for complaints. I think every thread here that I have followed has had the story that the customer HAS “used the correct customer service avenues” and got nowhere (or dizzy from going round and round). If Telstra is going to advertise their “new customer service initiatives” and put it out there that they are addressing customer services issues, why then are people repeatedly speaking of multiple phone calls, misinformation, hang-ups while we are waiting on for hours (I have had to disconnect my cordless phone and go back to my old corded phone when I call Telstra because of the length of the calls – longer than my (new) cordless phone battery can last), etc etc? I don’t believe people HAVE been getting off track on this website.
Larry,
You are so right! The nerve of us people (mostly customers of Telstra), hijacking the original role of this site, to vent our airs, and problems, all directed at Brendan, and his cohorts of well-meaning Telstra employees, asking them to fix the unfixable, whilst fixating the unflexible …
I thought this blog (this page) was titled: “That’s a change: Telstra’s new customer service initiatives” – and it was originally by the author Mr David Thodey) …
As I see it, many of the replies by respondents are indeed about Telstra’s customer service problems. Many of them are caused by Telstra’s inflexible attitude to what the customers think should be a basic and common right.
In other words we think Telstra is going about something the wrong way.
I’m not sure where you fit in to the Telstra picture, but if you are getting umbrage from the many and varied postings on this page (and most likely other pages, then you have a problem.
I think Telstra has a problem, but my problems are totally insignificant compared to some people’s problems, as listed on this site, and the other related pages.
I don’t think it’s fair for you to take issue with us, the customers, to say that we aren’t addressing the issues as laid down by David Thodey, in his original blog.
I haven’t seen David Thodey responding to any of the latest blogs on this page, (and as it seems, David Thodey hasn’t replied to ANY of these blog respondents [at all - for the whole duration of this blog!])
Does he care? It doesn’t look like it …
Do I care?
Actually, yes I do! I’m damned if I know why, but if no one cares, then nothing is going to happen, and all this will be wasted.
Do you care?
Bob More to Bigpond:
15 June 2011 – 8.30 pm: 160 kbps …
… sigh!
Larry sixsmith if the appropriate channels did work and would listen and do their job properly we THE CLIENT would not have to resort to this site but as in my case early last year after arguing for 5 months over the promised bundle /deal i was offered over the phone and in my case fortunately having an acknowledgement of this in email form and eventually going to the TIO i stumbled upon this site and after confering with Brendon and then an AUSTRALIAN customer service employee very polite who listend realised i had an EMAIL COPY!of deal everything was fixed and the deal of which i had an email copy (just for those who think you can’t get a copy and upon my next deal i won’t sign up unless i get an email acknowlegement) was only fixed because of this sight as for Australian Telstra employees i have in most cases found them wanting to be helpful but as in a recent case when complaining about the slowness of a new computer connection i was told by an employee OH you need to give it time (the computer) to run in and after telling the employee very graphicaly it was not a car and to do their job i hung up to ring again and eventually get a tech in Australia whom listened and was able to fix it in the couple of hours he said it would take to be done no quick grab at the first answer that comes to mind so David Thodeys customer service is improving or just being able to talk to someone in Australia who cares is working BUT only because we can use this sight for complaints so keep up the good work Brendon and hopefully Sydneys share price can increase and bob Mores computer problems wil improve and Larry can get on with whatever the job is he holds with Telstra a once very proud AUSTRALIAN company
Robert,
Isn’t it strange how management always get the fancy equipment which they don’t use (or don’t know how to..or have secretaries to do it) whilst the people who need the equipment (staff) always get the hand-me-downs?
Seen it so many times.
I saw an office where the MD had the hottest computer with three screens and multimedia projector etc and did not know how to switch it on. He called his young secretary to run it. She had the oldest Mac I have ever seen. She knew more about the business than he did.
Larry Sixsmith, Kerry, Robert More and joe lihou you are all correct and all deliver sensible and obtainable information that should be of great use to those in command at Telstra.
Telstra executives who desire for improvement in the Telstra customer service quality area have a magnificent opportunity to use the Exchange Site to monitor complaints and to act upon them.
It is a fact that Brendan is not in a position, personally, to execute operational actions that will deliver satisfaction to every correspondent but Telstra should expand the Exchange capacity to do so as an excellent public relations exercise.
I do not think that it reasonable that David Thodey should suffer any criticism for the present situation, as every Australian would know that David is working under extreme pressure being responsible for the fifteen thousand million dollar Telstra/NBN Co deal that in being negotiated.
Dear Larry,
I would LOVE to use the standard Telstra Customer Service processes, but as of Tuesday they JUST DON’T WORK.
Brendan is trying his hardest, but he’s only one person. When Brendan transfers us to a Customer Service Rep (now Case Manager) the system fails us.
Now, I have to go and respond to a LETTER from Telstra saying they need more information about a problem I reported. Unfortunately they didn’t say WHICH particular problem and I didn’t find an email address to respond to even if I knew what to respond with!
It just gets better every day; Doesn’t it?
Cheers
Garry
PS Thanks Kerry. Robert may be happy to repeat his name address DOB mother’s maiden name to twelve consecutive Telstra employees and contractors. I’m certainly not and I appreciate there are others out there who feel the same.
Update: Larry I tried using the standard process….
Apparently I raised a complaint with Telstra around 24 May. I received a letter yesterday (16 June) saying that if I didn’t call them between 8:30 and 4:30 Monday to Friday before 21 June (2 working days) the complaint would be closed. The letter did not state what the complaint was (I have registered a number of issues with Telstra as my thread trail here will show).
I called…. Case Manager not available. She will call back. Nothing yet. I’m away from home for a week; I wonder if the complaint will be closed while I’m away. I’ll give an update in a week and then I’m giving up on Telstra and this forum.
Have a good journey.
Garry
Garry can you send me a contact number so I can have someone call.
Woo-hoo!
395 kbps connection speed on my MF 668.
9 minutes to download a 22 Mb file …
Wow!
238 kbps …
Can I suggest to all of the good folks, here (clients, that is) that you keep a diary (either on your computer, or in a little book) of the calls, complaints (to either Telstra/Bigpond, or the TIO) so that when Telstra leaves you a message on your phone, or send you a ridiculous email, you have a reference to that message.
I know it sounds like a lot of trouble, but Telstra/Bigpond like their recorded numbers idea, while “Larry’s unworkable Bigpond connection”, or “Flo’s Pumpkin Scones are stuffing up my mobile”, is actually a bit of a problem for some people who aren’t actually in Australia, or wherever they are in fact, if not all here, so to speak …
Just an idea …
What is “elite?” The dictionary on my MacBook, defines “elite” as a group of people considered to be the best in a particular society or category, esp. because of their power, talent, or wealth!
How so then, do Telstra/Bigpond, keep calling their pre-paid mobile internet devices “Elite?”
I can assure you, that my Telstra Elite® Pre-Paid Mobile Broadband pack, is not “the best in society”, in fact I would say that it is not definitely “the best” in anything!
In fact I would say that using the word “elite” with this particular unit is not only a ridiculous misuse of the word, it is really an incident of misleading advertising, and fraudulent advertising!
This really, should be referred to the TIO … I have a mind to do this, but I think I’ll talk to Telstra/Bigpond first.
I’m getting out of hospital tomorrow, so I should be able to go to the local Tesltra shop in a week or so, and then I’ll consider what action Telstra needs to take in order to continue my relation with them.
Certainly, judging by the connection speeds of the unit, it is not ELITE!
Can somebody please look at this ridiculous “reCaptcha” system.
It’s “burrrrrrriednesssssss” is gettttting a biiiiiiit ouuuut of handddddd …
In order to see what I have to type, I am constantly having to change it for five, or six different displays, before I can see something that I can convert to text …
… more rubbish …
Seven (7) minutes to download Telstra Online Text Buddy (8.14 MB), on my 238 kbps, Telstra “Elite”® Pre-Paid Mobile Broadband device (ZTE MF668) …
… shame about the PR for Telstra’s products!
I certainly won’t be recommending this to ANY of my friends.
In fact, I wouldn’t recommend this to any of my enemies, either …
I’ve just discovered that this system is so slow, that my emails can’t port across from Gmail …
Now, that is DEFINITELY not good advertising for Telstra …
No emails – logged off, logged on again – 123 kbps –
WOEFUL!
I see that this blog has been going for roughly a year now. I’m surprised, Brendan, that you’re still sane and civil. Pity that nothing seems to have changed on the customer service front.
I have a Bigpond service that works well enough, but I’d like to upgrade. However, from most of the comments posted here, I think I’ll leave “well enough” alone, as it does actually work.
I’ll check back in another year or so. Meantime, Brendan, I think you’re doing your best, and all that you can, so I wish you well.
Noel
Noel, totally agree with you and also send accolades to Brendan and Staff for their valiant efforts being carried out under difficult circumstances.
Those who were employed some time ago, at great expense, to fix the customer service problems should report via Exchange on their progress.
I would encourage Telstra Shareholders to ask intense and probing questions at the next AGM concerning the customer service if no report is forthcoming.
Incidentally, congratulations to the Catherine Livingstone, Telstra Board, Legal Advisers and David Thodey for the delivery of a result on the NBN negotiations which do look satisfactory.
Sydney Lawrence.
From what you write I do not think you understand the communication problems that Australia has and will have in the years ahead.
I was employed with PMG and Telstra for many years and problems were around. These were found out and solutions were put in place to correct them. One major solution I was involved with was the way to look after the copper network. It was how to make field staff more affective and it worked.
We obtained WORLD’s BEST performance levels. The only problem was, it was TOO successful and a higher manager killed off the process by his actions. On rethink I think I should of taken hard action to stop the process stopping but it is hard to do it against the manager second above you at the time. That manager was not involved with the process. Process was to identify FUTURE problems and fix before they affected customers. Staff liked it because the work they did was steady NOT CHANGING every five minutes. The CEO of the time acknowledged it.
Many would call it PROACTIVE but I found this process FAILED.
I identified the problems and renamed it PREACTIVE to show that what I did was different and it was NOT PROACTIVE.
Having people with experience and understanding in control.
Not have PURE PROJECT MANAGERS in charge of work.
Did work REQUIRED only.
Work in a CONTROL STATE.( Not rushing jobs )
Identify FUTURE PROBLEMS and FIX before they are ACTIVE.
In fact many people do it in their daily work.
The major issue which not only affected TELSTRA is the push over recent years to get rid of what they called surplus staff. The problem is they got rid of the sub-professional level in most areas, and left themselves with only two levels. The sub-professional level was identified as required in the late 60′s and had much success when introduced in the 70′s with PMG and Telecom. Professional staff then did work they understood. Recent times Professional staff think they can do the lot and eliminated this sub-professional level but problems have come. I have seen the same with the local council, state government departments etc. It shows up everywhere.
Professional managers and Field Level staff.
Result is the professional level do not have the experience and understanding of the field work. A degree in project management does not replace experience that is required. The field find it difficult to communicate to the managers, so they just do as much as they can and that is it. The work finish up costing more.
The NBN will not be a success in business or in operation. It is built on a business structure not a operational structure. The government has placed Telstra in a very difficult situation.
Australia needs a National Communications Network (NCN) not a NBN to.
: Look at the End to End Communications in Australia.
: Look at the International Communications interface to Australia.
: Look at new technology and its affect on the network.
: Look at the Different conditions in Australia ( metro, rural etc )
: Look at Security, safety issues of the network.
: Look at the emergency backup issues. ( For 000 calls etc, Alarms etc.)
The NBN give indication of testing but how affective will it be and how much experience and understanding have they got to do all the work Telstra had to do previously.
A NBN would just want to look after the broadband area, not what reflects elsewhere. Who look’s after the data switches etc.
What is to stop a customer with a fly by night ISP overloading the network and causing problems with the telephone network of other customers?
Just look at the waste of resources.( Copper Network )
ALL this needs to be done NOW not wait till it happens. We must not be “REACTIVE”.
We must be { PREACTIVE }.
Do TODAY what is required TOMORROW.
They are wanting to build a network(NBN) looking after the broadband part based on pre 70′s PMG( Telecom) setup having the network as a very large LAN.
What will happen to Calling Number Display?
We DO NOT WANT the problems of VOIP made much bigger than they are at present, but the NBN will do this.
Calls from overseas that use VOIP are poor quality.
We need the STANDARDS for telephone service to customers made NOW. The ACCC needs to make sure that issues of POWER BACKUP, ( Not only at home but on the network are addressed ) SECURITY etc. Most people would not know of problems until it is too late. e.g. We have power blackout’s and you need the phone still working. The comment of having people having batteries is not a good idea. e.g. Batteries can go dead. We need the best network built NOW!
Just wished we could wind back the clock to the 80′s and 90′s and have Telstra do it. We would have the best in the WORLD by FAR at the lowest cost. Because we would have a very affective staff (retrained) doing the work who knew what they were doing.
But that wish has gone and we now have the situation of the worse network in the WORLD at the HIGHEST cost.
I am having the same process problems above with my local government area on an issue and finding no one wanting to take full ownership. Work being done not being FULLY MONITORED. ( Result in work having to be REDONE )
Telstra management and shareholders have a very difficult time ahead.
Grahame you are correct when you state that my knowledge of the telecommunication industry is not fully detailed in the field of highly technical systems.
I am sure (or would expect) that your submission would be seriously considered by those in Telstra with the required knowledge to put your suggestions to good use should they consider them of advantage.
Sydney thanks for your reply.
Australia needs the best. We cannot waste resources.
Telstra has a massive problem given to it to do. Like finding a marked needle in the Sydney Harbour. Almost IMPOSSIBLE to do.
How Telstra is going to work with the NBN etc ?
Telstra shareholders will want the answers to everything. A lot of them will know the very hard questions, that will be hard to answer.
Telstra shareholders out there who did work for Telstra and know the very difficult problems, get them ready for the AGM or via this site.
Telstra and Australia need you to do the hard work NOW!!!!
We need a solution that will work NOT TOTAL FAILURE in the years to come and MASSIVE USE of Australian Resources.
To Grahame sadly you are right and unless you have a degree or some fancy Certificate from answering multiple choice questions at school /university not on the job your knowledge and experience counts for nothing in todays world if a change does not work we will keep adding to it no matter the stuff ups / cost or that its half baked rather than admit we got it wrong and revert to how it worked perfectly before and the person in charge will be promoted or given a golden handshake never the boot and someone in HR will run a course on how to persevere and how the man on the floor just couldn’t grasp the idea and get it to work whilst in the meantime everything from product to moral is destroyed unfortunately this is well ingrained in all forms of Gov’t and business because the new age is not allowed to be told they failed it will destroy their confidence so unfortunately Telstra is not alone ps did you once work in Broken Hill
To joe lihou No I did not work in Broken Hill. I have only been to Broken Hill once for just over three hours back in the 1960′s.
Yes Joe you are right.
Telstra need Service AREA to identify the above problems and show solutions that are
AFFECTIVE
PRODUCTIVE
SATISFIED CUSTOMERS & STAFF
SHOWCASE for ALL AUSTRALIA.
Comments on this site indicate problems for customers which they have trouble in getting action done. We need action to look after these problems to start with.
After porting two mobiles onto a pre-paid plan, last month, I paid:
21 Jul 11 V6911 21/07 TELSTRA MELBOURNE 04082448809
MISCELLANEOUS DEBIT EFTPOS TRANS VALUE
40.00 DR 21 Jul 11 V6911 21/07 TELSTRA MELBOURNE 04082474810
MISCELLANEOUS DEBIT EFTPOS TRANS VALUE
40.00 DR
Clearly visible is the amount of $40.00 for two amounts. This was for each pre-paid to receive $40.00. However, on 22nd July, 2011, I received the following SMS (in part), “Telstra Long Life 30 means…”
Furthermore, when I get a chance, I will advise regarding an issue involving a certain Telstra representative and certain comments that she made.
Regards,
disgruntled customer
Thanks for getting back with your details. I’ve asked for a local team member to investigate and call you.
Brendan,
Thank you for advising that someone will get back to me.
However, as at writing this, I believe that I am still awaiting contact from this party.
Instead, I will like to advise what happened last night:
I was out with a friend, my husband was at home. I attempted to contact my husband via the mobile.
Unfortunately, the call did not go through because, “Ur (sic) balance is less than $1.00…”
Incidentally, my friend decided to allow me to call my husband – at around 11pm.
I think that now is a good time to advise that my husband has epilepsy.
Hi Disgruntled. I will follow this up. Most call backs will occur within 48 hrs, some tak longer.
Not happy! Not particularly pissed off, but not happy, all the same …
Yesterday I used Telstra’s ezyrecharge.com.au to lodge an $ 80.00 recharge on a Telstra SIM for my device to replace Telstra’s two previous pre-paid mobile broadband devices that decided not to play the game!
Guess what?
Nothing’s happened …
No service – No value.
Telstra needs to look at itself. Urgently.
I’ll support Telstra where support is warranted but you don’t just wipe off a client’s $ 80.00 recharge and do nothing.
I use Telstra because they have the best coverage in Australia, and they have the best administrative systems.
They have certain service issues, and their accounting system needs a major overhaul, but this issue, my issue, is a client service issue and it needs attention.
The buck didn’t stop there – it’s been lost in the chasm of oblivion …
Hi Robert, Sorry to hear that. Let me follow this up for you.
That’s a change – More problems with Telstra’s Customer Service! I went to the Telstra store at Wollongong Central, and after waiting for ten minutes finally got to see someone who changed my SIM card for my Vodafone wifi device, for me and confirmed for me, that my $ 80.00 credit had been transferred to the new SIM card. I bought and used the Vodafone device, after I found that the Telstra devices either gave up or just wouldn’t work.
Fine. No problems. Except that I then went to Vodafone with the device to make sure the device was working, and it was, except that it would no longer work with the Telstra SIM card! They tested it with Vodafone, and Three chips, and it all worked fine. But Telstra – no way. This is extremely strange, as it was working last week, and could not explain why it would not work after I had put extra credits on the card.
I then went back and waited for another ten minutes in the Telstra store, explained my predicament to another person and asked if I could either get the money transferred onto a Vodafone SIM, or be refunded the eighty dollars and I’ll take my pre-paid business to Vodafone.
The Telstra store people declined both of my offers, and said that there was nothing that they could do.
I then pointed out their false advertising in relation to the “claims” they were making about the Telstra Elite (which isn’t) that the device could receive at between 550 kbps to 8 Mbps, saying that in practice, the devise was lucky to even get between 96 kbps and 300 kbps!
They said that Telstra made the advertising claims, not them!
On about 10th August I initiated a change of plan online through MyBigpond. Because there wasn’t a category for what I was changing to (ADSL1 at a higher dowload per month), I used the one available (ADSL2), knowing that that would provoke some sort of response.
On 11th August a lady rang me to say I couldn’t get the change to ADSL2 (our exchange), but could get the higher download plan on ADSL1, which is what I already knew, but there wasn’t that option when I picked through the list.
So we agreed on that, and she said about 24 to 48 hours should see me changed to the new plan. Now the fun starts. Every day I check to see if the change has taken place and every day it tells me that it is scheduled for that day!
So, why isn’t it happening? Yesterday it was scheduled for 17th, today it is scheduled for 18th and pounds to peanuts tomorrow it will be scheduled for 19th.
What’s the problem?
I “supposedly” had my $79.00 mobile phone plan, which included $550.00 worth of calls and texts with me paying an extra $10.00 for 200mb’s of data per month,changed by a ‘Supervisor’ at Telstra Complaints on the 18-08-2011, to this date Sunday 28-08-2011, and after many many phone calls to the complaints department at Telstra and spending countless hours on the phone and many promises by Telstra employee’s and supposedly having to get a new sim to go on the new plan and going into a Telstra Shop twice Im STILL on the old plan and have been told that it could take weeks for the change in the new plan to finally take place!!! The reason i keep being told by Telstra Staff in the Complaints Department is because its apparently due to some provisonial error!!! Hmmmmm yeah right..how hard can it be to change from one plan to another!!???
To make it worse I only became aware that the new $59.00 Freedom plan that I was supposedly put on on the 18-08-2011 was on the weekend when I I received a text message from Telstra informing me that I had nearly used all of my 200mb’s of data!!! The new 12 month BYO Freedom Connect Plan that I was supposedly put on on the 18-8-2011 by a Supervisor in Complaints included 2 gig of data,$800.00 of calls and MMS and unlimited texts.This was to start on this date….Every call that I have made has been to Telstra Complaints and if the Supervisor in th Complaints Department cant get it right and do what is promised who do you,and can you trust at Telstra.
I have every day,time and call duration including my own notes and witnesses to the calls and the Telstra Employees Delta or Charlie Numbers including names and Ref numbers so that I can back up all of the calls,times etc that I have had to make to try to get this problem sorted out once and for all.
The Employees at the Telstra Shop couldn’t help me at all when I went in to see them to put the ‘new’ sim in my i-phone, which was supposedly going to fix the problem and all it did was cut me off of my phone altogether,lucky i kept the old sim or i still wouldnt be able to use it.
I find extremely unprofessional and a waste of my time going into a Telstra Shop when employee at the store couldn’t and didn’t know how to solve the “problem”!!!
The numerous Telstra Employees in Complaints that I have spoken to can’t seem to rectify the problem that they are having due to switching my plan to the $59.00 Freedom Connect Plan which I might add is a much better and cheaper one then what i was on withe the $89.00 cap, however as far as I’m concerned I AM on the BYO $59.00 Freedom Connect Plan with all that i was offered on the day I was put on the new plan even though my bill balance is overdue according to Telstras account balance. If I am disconnected AGAIN then so be it because this is NOT a ‘problem’ that has been caused by me.
I have been put through to the service counter to speak to a case manager on 2 occassions although I have yet to be assigned a case manager and the first female that i spoke to was rude and very unhelpful and the second person i spoke to appeared to be ‘friendly’ until it hit 5pm and he hung up on me due to that department closing at that time!!! How rude!!
I can see why my mother and other people get soooooooo frustrated and upset when they have to call Telstra about somethinG!!! My mother has spent many many many hours on the phone to Telstra and cetain employees have made her so upset that she has gotten off of the phone crying. She was told by one female Telstra ‘Supervisor in the Phillopines that she,the supervisor,was educated and that my mother wasn’t. This nasty derogatory comment that was made to mother was heard by independant non related witnesses. She has made other Telstra staff aware of this comment and has this employees delta number,and details, and intends to take that incident/verbal abuse further asap.
I’m hoping that when I call Telstra AGAIN tomorrow that I am told that they have done what they said and promised and put me on the $59.00 Freedom Connect Plan and given me all
that was and is promised and that they fixed the so called problem that has supposedly prevented them from changing my plan and that I stop being told that I’m overdue with my account.
Earlier this week, I contacted Telstra’s Resolutions team regarding why I, as at that time, did not have a response regarding: SRI – 72847144613. During the conversation, I was advised that there were no relevant details added to the complaint. This is not the first time that this has happened.
Last week, I was told that there would be a complaint form sent to me in order to file a written complaint regarding the representative that issued SRI – 72847144613 amongst certain other parts of his conversation with me.
Is this an improvement on customer service?
I have been on the phone to Telstra in relation to the change in my mobile plan that took suposedly was to take place on the 18-08-2011,prior to that I had been on the phone with Telstra since the 12-8-2011 due to a disconnection in my mobile phone.After OVER 50 hours on the phone and many many phone calls,conversations and heaps of promises told to me with what they were going to do for me to the Complaints Department in relation to all of the problems that I have been having with my mobile and a reconnection of the home phone and internet one guy FINALLY got the probelms sorted ASAP on Thursday 31-08-2011. I just checked to see if they had gotten all the details correct and kept their promises with the bundle that they were putting us on and i ot a shock to see hat i am being charged $219.95 per month for the bundle,this price doesnt even exist on the Telstra/Bigpond web page so where the hell did they come up with this. We have made complaints to the Telecommunications Ombudsman,media outs and in the process of writing to the CEO of Telstra ..David Thodey about all the crap and lies and unprofessional service that we have had to put up with and endured since the 12-08-2011 which esculated this past week when the home phone and internet were to be reconnected. Thank god i have non related witnesses to ALL of the calls that I have to to make to Telstra and have notes of every call that has been made including all the D and C numbers,ref nums etc with everyone that that i have spoken to. I have learnt about a lot of lies that telstrsa employees tell customers and find it a disgrace that employees say they are MANAGERS in the Complaints Department when they ARE NOT!!!! How dare you people!!! SHAME ON YOU ALL!!! WE WONT BE PAYING ONE CENT TO TELSTRA UNTIL THET GET THE BUNDLE PRICE CORRECT with what was promised to us. IF THIS GETS PUBLISHED BY TELSTRA,WHICH WE DOUBT IT WILL,ALWAYS ASK THE EMPLOYEE FOR A D OR C NUMBER,A REF/INTERACTION NUMBER AND ENSURE THAT YOU ARE TALKING TO A MANAGER OR SUPERVISOR IN COMPLAINTS IF YOU REQUEST TO SPEAK TO ONE AND KEEP IN MIND THAT MANAGERS AND SUPERVISORS HOLD DIFFERENT ROLES. SHAME SHAME SHAME ON TELSTRA!!!!
Hi Brandi, Sorry to hear of your negative experience with us recently. I’ve asked for a local team to assign someone to call you as soon as possible.
After dealing with overseas operators who do not understand the nuances of english with big pond and finally getting put through to a Australian call centre my internet problem has been fixed, This is after 7 months of extremely frustating calls and extremely poor internet connection at $79 per month. Same goes for Telstra my home line is now being fixed after many months after talking to Australian operators. All I can say is dealing with overseas operators is not good enough and will refuse to do it in future.
As at writing this, within approximately 72 hours I have received 4 messages advising me that (in part) the pre-paid credit that I had was about to expire.
Furthermore, as at writing this, today, I have received 4 messages advising, “Ur bonus Talk, Text or Data or Plus Pack has run out…”
Incidentally, I got the message on the first go for each.
Why was it necessary to send so many messages?
I do not believe that, on top of an issue that I mentioned to you, Brendan, regarding 5 calls in 50 hours to my fixed line, that this is good customer service.
Having received no communication regarding this issue, I lodged (in part) a complaint regarding this matter.
In part, I received the following response:
“Thank you for taking the time to contact us. My name is Christine and I understand that you have received SMS notifications and calls regarding your prepaid credit expiration.
I apologise for the inconvenience this has caused you.
An SMS notification is sent to customers nearing their credit expiry date, eight and two days before Credit Expiry. Another SMS notification is sent to customers who are nearing the end of their Recharge only period, 30 and eight days before the service is deactivated. This is system generated and is being done to remind our valued customers of their prepaid account status.
Please be advised that no Telstra initiated outgoing calls are made to advised the customer that their prepaid credit has expired.
“…I hope the information I have provided has been of assistance.
Please do not hesitate to contact us if you require further information or assistance. You may also reach at 125 8880. It is open 24/7 for your convenience.
Yours sincerely,
Christine
Telstra Support Team”
Needless to advise, that I responded to the e-mail that I received accordingly.
I would also like to advise that last week, my husband received two messages advising that his pre-paid credit would expire in 8 days.
More follow up information regarding this matter:
Today, I contacted Telstra on 1800814242 to discuss this matter further.
I was not provided with a SRI.
However, should there have been a need when I was assured by the Customer Service Representative that I would receive a call back within, “…one to two minutes…?”
Would anyone in Telstra like to comment on the last three matters that I have reported here pertaining to customer service levels?
Regards,
disgruntled customer
Brendan,
Just had an”overseas/private” call to my land-line, at 4.27 pm, advising me that “Microsoft Customer Service” were advising customers [by telephone ?] that there was a new virus circulating …
I told them that I used only Apple computers and they hung up.
Is there anyway to trace the call back, from my land-line at the particular time they called?
Hi Robert. Please read this post and you did the right thing to ignare their offer/advice.
Sorry Sydney, customer support has not improved. TLife Swanston St have pleasent lady just taking name for people who want assistance, people standing behind a counter, yet customers waiting for service. after 15 minutes I wont be going back!!!
Hello Greg. Thanks for the feedback. Sorry to hear you had a negative experience at that store. Can you let me know the day and approx time you went to the store? I will send the feedback to the manager.
With some sadness I must report that I have had some problems with my Telstra bill after I purchased two new HTC mobiles a short time ago. My bill was, because of an incorrect operator entry at purchase, massively excessive.
Then my next bill payment was lost due to another incorrect Staff input. After many phone calls the problem has now been solved ( I think) so all is well that ends well. Still, my experience would suggest that better training of Staff is required.
Hi Sydney. Thanks for the feedback. I’ve sent this off to be looked at to be sure all is correct now. Brendan