I am in the habit of buying Telstra 3G Broadband USB 'dongles' when they are on special ($19 for 2 gig & 30 days) and activating them just before I head out on one of my short trips.
This time I splashed out & got one with USB & WiFi so that SWMBO could use her iPad as well as my laptop.
When I went to activate the one that I got in August I found that it was already activated & the credit time had elapsed.
My first call to the Telstra Call Centre confirmed the loss of data but the person would not load in another 2 gig. She claimed that it was an issue between the store & me. So I escalated it to Telstra's Case Manager.
So while waiting for the Case Manager off I went to JB Hi Fi. It seems that JB Hi Fi have a store policy to activate all of these devices at time of sale.
Well the Store Manager was very good but the best he would do was give me a replacement (I kept the old one) for $5 (They are currently selling for $49 there .. but $19 at Australia Post).
I reluctantly accepted & was reasonably happy.
Imagine my surprise when today the Telstra Case Manager rang & immediately offered me double the 2 Gig of Data (4 Gig) and rather than the 30 day expiry, gave me 3 months. All this in a few minutes while we had a friendly chat.
I'll get back to JB Wi Fi while I'm on a roll, just to give their Manager some feedback. I certainly gave Telstra good feedback & advised them of the Case Manager's employee number.
We hear lots of complaints about the difficulty in dealing with Telstra, but here is a case when they were clearly at no fault. In the interests of maintaining good Customer Relations they went out of their way to resolve the isssue.
-- Edited by Cupie on Wednesday 3rd of December 2014 09:22:40 AM
Radar said
09:43 AM Dec 3, 2014
Good one Cupie
jules47 said
10:00 AM Dec 3, 2014
I have never had trouble with Telstra - been a customer for over 40 years - the new 24/7 is a great innovation - excellent prompt service.
Big Gorilla said
10:32 AM Dec 3, 2014
A lot depends on the individual you talk to. On the few occasions I have had a problem with Telstra, I give the person I'm talking to the raspberry bar to suck, and you'll be surprised what they can give away. One time I called up about my pre-paid cellphone load. I spoke to a call center in the Philippines. I could tell the guy was Filipino, so I started speaking to him in his own language. Well we got on famously and after the call I had an extra $1,000.00 pre-paid credits... Just be nice. Works every time.
jules47 said
06:52 PM Dec 3, 2014
Honey attracts more bees than vinegar!
Gerty Dancer said
07:19 PM Dec 3, 2014
My problem with the call-centre guy was that I really struggled to understand him, now have a 2 year contract that isn't quite what we wanted. Tried to change it, but same problem... poor English at the call centre. As soon as it expires, things are gonna change!!
Good on you BG, but they should speak clear English to work in that call-centre..
-- Edited by Big Gorilla on Wednesday 3rd of December 2014 07:50:25 PM
Dougwe said
08:13 PM Dec 3, 2014
Don't come the raw prawn with me mate
-- Edited by Dougwe on Wednesday 3rd of December 2014 08:13:40 PM
Bruce and Bev said
05:21 PM Dec 4, 2014
I agree with all that your guys are saying. The Telstra 24/7 on-line chat service is brilliant, but often it is "broken". Ive never had problems when I do get through and always get good service. I try to avoid talking to anyone, because Telstra are sending all the call centres into Asia. That annoys me because 1) despite their record profits, more Australians become unemployed through no fault of their own and 2) I cant understand many of these off-shore operators and if you go "off-script" with them (ask or talk about something they have not been trained or coached in) they have no idea or cant even understand what youre saying to them
I know I might be a bit biased ... but ....
I am in the habit of buying Telstra 3G Broadband USB 'dongles' when they are on special ($19 for 2 gig & 30 days) and activating them just before I head out on one of my short trips.
This time I splashed out & got one with USB & WiFi so that SWMBO could use her iPad as well as my laptop.
When I went to activate the one that I got in August I found that it was already activated & the credit time had elapsed.
My first call to the Telstra Call Centre confirmed the loss of data but the person would not load in another 2 gig. She claimed that it was an issue between the store & me. So I escalated it to Telstra's Case Manager.
So while waiting for the Case Manager off I went to JB Hi Fi. It seems that JB Hi Fi have a store policy to activate all of these devices at time of sale.
Well the Store Manager was very good but the best he would do was give me a replacement (I kept the old one) for $5 (They are currently selling for $49 there .. but $19 at Australia Post).
I reluctantly accepted & was reasonably happy.
Imagine my surprise when today the Telstra Case Manager rang & immediately offered me double the 2 Gig of Data (4 Gig) and rather than the 30 day expiry, gave me 3 months. All this in a few minutes while we had a friendly chat.
I'll get back to JB Wi Fi while I'm on a roll, just to give their Manager some feedback. I certainly gave Telstra good feedback & advised them of the Case Manager's employee number.
We hear lots of complaints about the difficulty in dealing with Telstra, but here is a case when they were clearly at no fault. In the interests of maintaining good Customer Relations they went out of their way to resolve the isssue.
-- Edited by Cupie on Wednesday 3rd of December 2014 09:22:40 AM
Good one Cupie
A lot depends on the individual you talk to. On the few occasions I have had a problem with Telstra, I give the person I'm talking to the raspberry bar to suck, and you'll be surprised what they can give away. One time I called up about my pre-paid cellphone load. I spoke to a call center in the Philippines. I could tell the guy was Filipino, so I started speaking to him in his own language. Well we got on famously and after the call I had an extra $1,000.00 pre-paid credits... Just be nice. Works every time.
Good on you BG, but they should speak clear English to work in that call-centre..
Listen to this:
https://www.youtube.com/watch?v=syPSHe0kzMs
-- Edited by Big Gorilla on Wednesday 3rd of December 2014 07:50:25 PM
Don't come the raw prawn with me mate
-- Edited by Dougwe on Wednesday 3rd of December 2014 08:13:40 PM