Comments on: Serving up more data you can use

By: Steve

Steve — Mon, 16 Aug 2010 04:42:02 +0000

The lady from Nth East Telsta centre rang this morning about my contract renewal and upgrade to iPhone 4. She mentioned the $49 Cap Plan but @ 200mb, nothing was mentioned about this now being 500mb. I’ll be directing her to this page when she rings back on Wednesday at 10am.

By: krangsquared

krangsquared — Tue, 10 Aug 2010 12:36:03 +0000

Went to the 400 George St store and asked one of the staff what I could do to have more data (to have 1Gb per mo. instead of just 500 mb on the $49 cap). He said I would need to pay $20 more ON TOP of the $49. He told me the $49 cap only has 200 Mb and that the 300Mb extra is just a bonus. I think I’ll send him to this page next time I pass by that store.

So is this the correct breakdown? (based on Craig’s comment above)

$39.95 (with $400 worth of calls) + $19.50 (50% disc on the 1Gb data pack) = $59.45 per month

Or is it actually more like:

$49 + $10 (50%disc on the 500Mb data pack) – which is similar to what the staff was saying

I think the fact that the changes to the iphone plans came very late in the day resulted in information not being completely received or misunderstood, so this whole discount question still gets different answers depending on who you speak to. But a week after launch, I was hoping that these things would be clear to your staff by now.

By: Craig

Craig — Mon, 09 Aug 2010 10:23:34 +0000

Just a heads up to anyone buying from JB Hifi telstra dealers that the contract needs to confusingly stipulate a $59 monthly fee with $39.95 cap and a $20 data pack at 50% discount to resolve to the $49.95 offer including 500 meg.

I signed up at two different JB Hifi stores, the second phone was signed up with only a $10 data pack which means I only got a 200 meg plan even though the cover page on JB letterhead said $20 data pack – obviously, it’s what goes into the Telstra system that matters. The JB team member insisted I not worry that it only said 200 meg on the contract, that it would be updated accordingly.

Called up tonight to confirm the details were correct and the helpful call centre guy fixed it up for me, although he initially told me that he couldn’t guarantee he could fix it for me. Also despite me mentioning I had a bundle to both JB sales staff neither of them hooked the iPhone to my bundle so my first bill would have been $10 more per month each than necessary. Again, call centre guy fixed it for me. Will probably call again to confirm it’s all correct, just to be on the safe side.

By: Owen

Owen — Mon, 09 Aug 2010 05:30:02 +0000

One of the Telstra managers who runs this site has actually e-mailed me in response to my comment, which is nice. Hopefully something positive can come of it.

By: Jon Biddell

Jon Biddell — Mon, 09 Aug 2010 02:03:36 +0000

It’s not so much that Telstra is inconsistent, but that some of their XSRs aren’t the sharpest crayons in the box, and some of their “dealers” will try to screw you if they can get away with it.

Telstra has come a loooong way with customer service, but the CSRs all need to be on the same page, or at least able to refer the customer to someone who DOES know about these things.

Probably a glitch in the internal communication process – when in doubt, the guys who run Telstra’s @Telstra twitter account seem to know their stuff.

By: Owen

Owen — Sun, 08 Aug 2010 01:17:09 +0000

I am currently standing IN a Telstra store posting this message, and they say they have no knowledge of this deal and I should order my phone from the Telstra website … yeah OK …

Is this kind of poor communication what I should expect from Telstra in the future if I sign up?

By: Brent D

Brent D — Thu, 05 Aug 2010 09:04:51 +0000

What a crock.

Ring 125 111.
Get told my phones are on the old plans– never even upgraded– maybe too close to knock off.

Then amazingly told however I am on 500mb data for both phones. However not one online or mobile data capture reflects this.

Perhaps because online billing is so non reflective of what it appears CSRs have access to and so many departments see different things then maybe it causes the problems.

Maybe the guy who designed “change my plan” for bigpond should design online billing- simple but informative.

Why write such sweet monologues expecting us to be suckered in, then when all the upset comments filter in go silent. Isn’t a blog meant to be a two way thing?

You don’t instill confidence in me by highlighting a show about a few fat chefs instead of getting our plans and accounts right.

By: Peter Cupitt

Peter Cupitt — Thu, 05 Aug 2010 02:51:54 +0000

Thanks Adrian, I just tried and here is a new twist on the running discussion …….. The very pleasant and helpfull Rep told me I would need to Recontract which would bring Early Termination fees and make my billing very messy BUT he credited me $30 to represent 3 months worth of 500Mb extra data pack. He is not aware that the “New Offer” is part of the 2 year contract and therefore the data limits would be the sam efor the life of the contract (After the 2 years what happens???). Anyway, the “upshot of it” is I now have 1Gb per month available for 3 months.
This is different to any other posts I have read on this site, but goes SOME way to improving customer satisfaction.
I suggest the easiest way for Telstra to get around this whole issue is to OFFER a NO FEE Recontracting option for those of us who have purchased the iPhone 4, iPhone 3GS, HTC Desire or Nokia N97 mini (As per the New Offer). Everyone wins POTENTIALLY.

By: That Guy

That Guy — Thu, 05 Aug 2010 01:39:28 +0000

Just called Telstra twice. Second time the chap sorted it out for me. Excellent service. Thanks Telstra!

Cheers,
That Guy

By: Adrian

Adrian — Thu, 05 Aug 2010 00:33:09 +0000

@ Peter Cupitt ^^

Call up Telstra on 125111. I am in the same boat as you, same phone and plan. I signed up early May just after the new plans were released.

The rep I spoke to on 125111 was only too happy to upgrade me, I didn’t even have to argue!