I want Andy Ellis to give me a call so that I can help you improve your customer service. You can encourage me, a loyal customer of 13 years, to keep my $227 a month service with you rather than moving it to Optus. If another offshore person calls me it will be the final straw. I want a leader from Telstra Australia that owns the program to offshore customer service to speak with me so that can understand the limitations of the service provided. Here's why.
SR 1-814139287797
All of the following cases have been opened in the last month for the exact same issue, a severed aerial coaxial cable that delivers cable broadband and cable TV to my home: INT 1-764957898905, INT 1-767262775523, INT 1-778299717129, INT 1-778247379822, INT 1-2101512-2775, INT 1-790720836748 and INT 1-795548535668.
All of these numbers relate to in excess of 4 hours of my time on the phone chasing Telstra to reconnect my $227 per month service. If was disconnected for 4 weeks!
You sent a tech that arrived after the booked appointment window that turned up, did nothing and went away. So frustrating to hand around all day for Telstra and then nothing happened.
17 days later, on ANZAC public holiday of all days, you sent a civil works team to dig up the pavement to put a new conduit underground. They didn't pull a new cable through the conduit and left me still with a severed cable service and you with a huge unnecessary labour bill. They closed the job and I was forgotten. The nature strip remains a disaster zone.
Following this I spent another 30 minutes talking to an insincere robot that knows nothing of my case and won't understand my longstanding problem. I finally insisted in dictating notes for my case and getting them read back to me. Yet another appointment was booked and stayed home again with the hope that the tech sent is capable of pulling a cable between two ground traps and jointing the coax at both ends. Failed.
The guy had no knowledge of the job, had read no notes and needed yet another full recap on the problem. I had to help to pull the cable through the traps underground!!! Another 30 minute call to Bonnie chasing a promised credit that I'd fought for previously and another customer service disaster. No action and then a failure to call back as promised. 5 days later and I'm chasing Telstra again. Another 45 minute call to EJ recapping everything. Diabolical!
Andy Ellis - call me. I've been in the IT and Telecoms industry since 1990 and I genuinely want to help you understand the reality of the service delivered by the customer service model that you own.