Comments on: Calls to Telstra customer service and complaints lines now free

By: Gigi [Telstra Staff]

Gigi [Telstra Staff] — Mon, 20 May 2013 01:02:33 +0000

Hi Nasim, this isn’t good to read I’ll pass it on to the both the Live Chat team and our complaints department.

By: Nasim

Nasim — Sun, 19 May 2013 09:43:26 +0000

HORRIFIC EXPEREINCE WITH TELSTRA CHAT LINE: Please see my post on 10 May. No no one from Telstra ever calls you to resolve issues with you. I was asked to chat to to the online chat team. It is a long conversation and the outcome is nil. I have repeatedly asked if my plan is eligible for the international pack, so I was transferred to another section, my first line of inquiry if I am eligible for the international pack, not sure what the Officer checked and I was informed it is possible and them within seconds refused as I was advised that I pay another $40 more to be eligible, not a good proposition that Telstra will slug me with more and obviously that was not in my mind. Then the message came “that I refused a service” I promptly not to use any negative terms about my choice then comes the word “declined the service”. I said my question was my eligibility of about the pack not hiking the price. it seems the Officer at the other end was in rage with me (I have a full transcript of the conversation). Maybe, telstra needs a lot of improvement in this area of customer complain handling process or else we may need to escalate this to telstra’s dispute resolution team.

By: Gigi [Telstra Staff]

Gigi [Telstra Staff] — Thu, 16 May 2013 22:44:22 +0000

Hi Andrew, can appreciate your frustration here. Can I get you to fill out this webform so I can grab some contact details off you and get someone to get in contact with you? http://www.telstra.com/24x7help
Thanks.

By: andrew papastylianou

andrew papastylianou — Thu, 16 May 2013 14:02:09 +0000

hi im andrew i am sick off this you cant even get my
T bundle bill right so i web chat with a telstra person & all thay can say is let me look into your bill & thay come back & say the same thing over & over i want this delt with NOW
THEN I HAVE THE PERSON THAT IM LIVE CHATTING WITH HANG UP ON ME HOW RUDE I WANT IT RIGHT NOW YOU ARE A VERY LARGE COMPANY & YOU STILL CAN GET IT RIGHT & HOW ABOUT KEEPING JOBS IN AUSTRALIA OR AT LEAST GET PEOPLE WHO CAN SOLVE PROBLEMS NOT BE RUDE & HANG UP ON ME.

By: keith b

keith b — Sat, 11 May 2013 03:40:00 +0000

My 3G modem stopped working so a new 4G modem was despatched quickly to me. How simple was that . However when I recieved my next bill I found that i have been billed for two services – the old modem and the new. A simple phone call should sort that out – michael was very helpful and sorted the problem out very quickly. But when i attempted to access my e -mail guess what – my internet service was disconnected . Now after over one hour on the phone – being disconnected twice – i am back online. If only there was an alternative to telstra but unfortunately the opposition is just as bad.

By: Az [Telstra Community Manager]

Az [Telstra Community Manager] — Fri, 10 May 2013 03:53:15 +0000

Hi Nasim,
I’m sorry that changing your plan has been a bit of a process for you! If you still haven’t heard back from us, you could have a chat to our 24/7 Live Chat team and they’ll be able to advise on your account.
Az

By: Nasim

Nasim — Thu, 09 May 2013 13:18:04 +0000

I rang Telstra regarding my bill on 7 May 2010. The query was answered and the operator asked me if there is anything she can help me with. I inquired about the overseas package, the operator wanted to know the countries I may be calling. First I wanted to check if my plan allows me to have the overseas call package, as previously I was told that my call plan does not allow Telstra to offer the overseas call package. I have thrice asked if I am eligible for the plan, she responded in affirmative. Then she wanted to check with a Supervisor and came back to me and I requested that my phone be connected to the plan. Again I was put on hold to be told that she is working on it, in the meantime 28 minutes has
elapsed and I requested that if it is possible to call me back and inform me of the progress of the connection and also provide me a reference number. I was assured that I can expect a call within an hour or so. Today at 2310 hrs 9/05/13 I am yet to get a call. I need to know if the overseas call plan has been added or not?. Thanks

By: Ian [Telstra Community Manager]

Ian [Telstra Community Manager] — Thu, 02 May 2013 04:42:01 +0000

Hi Bill,
Sorry to hear of your recent experience with us. If you like you can chat with our 24×7 team online, they can look into the issue for you. http://tinyurl.com/24×7-service

By: Bill

Bill — Thu, 02 May 2013 02:43:53 +0000

My phone has been”no service” for 6 days. I can get no further than Manila telling me that it will be fixed within 2 weeks. I worked for Telstra, Telecom aus and P.M.G. for 20 years the majority of that time was spent in Fault Dispatch Control on fault repair and analysis. Had I told a custome that I would be round to fix a no service fault in 2 weeks it would have reached the news papers. Now I have a faceless call center telling me “I am so you will be fixed within 2 weeks” na na…… na na na.
Optus as soon as I have service. Telecom is now a bad joke in very poor overseas taste.

By: Mick

Mick — Tue, 23 Apr 2013 07:59:10 +0000

Hey Glen…..I’m sorry to hear about your issues as well. But as I don’t have a vested interested in your issue, I can comment without prejudice. My suggestion?? Take all your information and go to the TIO anyway, and see how long it takes Telstra to extract their collective digit.

I wish you well.