Employing staff for frivilous junk like this does NOT impress your customers when your call centres have a 100% fail rate in dealing with customer enquiries. Put the $$ into giving us back local call centres. I’d thought the comments I’d heard about your offshore call centre came from racists. I was wrong. My last 3 calls to you reduced me to tears & every call prior to that was equally – I was just naive enough to think they were isolated incidents. I was very wrong. None of the MAJOR problems I called about have been resolved. The last apology & “fix” has actually made things far far worse. But I cannot currently bear to try dealing with your offshore customer “service” staff again. Last time I did I spent TWO HOURS being transferred from person to person, each one insisting on fully investigating my enquiry themselves despite having been told it had been investigated & resolved & that all they needed to do was update something & let me FINALLY GET OFF THE PH & FEED MY CHILDREN!! When I politely explained this to the 12th operator & added that it was unfair to ask me revisit the ENTIRE STORY A 12TH TIME when her own colleague had just told her what to do, she refused & terminated the call!! No-one called me back & correspondence received since shows the issues completely unresolved. That single 2hr call demonstrates the complete inability of your call centre staff to resolve ANYTHING & the methods they use to get rid of work they can’t cope with or prefer not to do – terminate the call. Because what can a customer do about it anyway? Call the call centre to complain? Yeah. That turns out to be as fun-filled as the call you rang to complain about. So all this pretty fun happy happy “we’re so friendly & caring” crap does nothing but irritate your customers. Seeing that you manage to find the $$ to employ staff to make you look good when your call centres use training manuals written by Basil Fawlty is not conducive to a good public image. Would I recommend Telstra to anyone? No. I’d tell them to run & never look back. I’ll be doing the same asap.