Getting Help From Telstra

Blues Man · Guru

RE: Getting Help From Telstra

aussie_paul · Guru

I too have found Telstra to be quite good with customer service. Don't use them for home internet or landline but everything else. Home internet is Skymesh with voip phone.

Aussie Paul. smile

Bruce and Bev · Guru

Optus also have their call centre in the Philippines and I reckon they are multi-tasking staff who take calls on behalf of motor mower companies, carpet manufacturers and lolly makers. All they can do is tell you they are very very sorry - but useless at fixing problems. Guess that's what happens when the Telcos, Banks and all the others send their "customer service" off shore and pay 50c an hour with an extra prawn on the bowl of rice.

Telstra started this "booking garbage" about 2 years ago trying to copy Apples usually very successful shop system. We went into a regional towns (Geraldton, WA) Telstra shop and got the smiley face with her IPad who told us we would have to wait an hour to speak to an expert on aerials (I just wanted a patch aerial for my Telstra brand mobile phone).

I told Ms Smiley (who turned out to be the shop manager) that I didn't want to talk to an expert, just buy a patch aerial. But no, they were very busy (with just me and my wife and 3 staff in the shop). I told her quite impolitely I wasn't going to wait an hour and walked down the road to an electronics shop who had a range of them on display. Told the helpful guy behind the counter I wanted one of those (pointing at one behind the counter). He asked if I wanted a patch aerial for a Telstra phone. Yes, I said, and $45 and 4 mins later, I was out of the shop.

NBN has just been put into our area, but not yet available. Not looking forward to 2018 when it will actually be offered (well - maybe 2017) as NBN complaints make up the biggest number to the Telco Ombudsman (in fairness NBN is not Telstra, but most of the problems are caused by the Telstra copper and they are supposed to maintain that part of it)

The Belmont Bear · Guru

Thanks everyone this subject really generated some discussion final score on Telstra's level of customer support -

12 negative comments

8 positive comments

6 neutral

Some responses that I didn't count were either off topic or just comments on a previous post.

Conclusion - not being a scientific survey its probably something like a 50/50 chance that someone is going to be satisfied with Telstra's level of customer support. If I was the CEO I probably wouldn't be happy spending money on advertising that level of satisfaction in the hope of gaining new customers.

What's seems to be in Telstra's favour is that most comments were favourable about the quality of their service once it is actually off and running.

As far as the NBN goes - buyer beware.

rrakausk · Veteran Member

NBN Skymesh is not available to travellers/grey nomads. Unknown if or when we will ever get a mobile satellite service similar to the multiple services available in North America for travellers. Evidently if your RV doesnt appear on any of their location maps bad luck
cheers

blissonwheels · Senior Member

Gooday,

" Well, I have often had to call the Telstra Help people in the Phillipines and have nothing but good results, occasional not such Cluey person, I think one of the major things is that many people speak far too quickly for many of these people to understand the problem, we must remember English is not their first language, (Hows's your Phillipino language skills)?", I too am sad that these jobs have been exported offshore, but it is not only Telstra doing it, paying these poor people peanuts, and we see no benefit from the supposed cost savings, rather I refer to it as Cost Shifting.

I find these people to be just so polite and patient, when I feel they are lost I get them to take remote control of my computer and sort it out.

The other day I had a Lady who could not overcome the glitch, she then transferred me to Apple Care in Australia who went through all the same settings as she did, finally deleted the E-Mail address that was not allowing mail to be sent, re entered it and Bingo! all was fixed.

The problem is we have all been steered to the Internet for so much of our everyday requirements, such as accounts sent by electronic means to save costs, or pay a monthly fee, save costs for WHO?, the supplier of course, and there top paid non productive Executives, this transfer of our traditional ways has placed a huge load on the system and their infrastructure is way behind the needed capacity.

Largely we now have a highly 'Impatient Society' in every walk of life, especially on the roads.

Apologies for drifting beyond the topic but I feel it is all relevant.

The Belmont Bear · Guru

Hi blissonwheels I would only become concerned about my Phillipino language skills if I worked in Australia for Telecom Phillipines helping out Phillipino customers with their technical problems..My personal opinion is that there is a negative backlash towards companies who move their operations off shore so obviously there has to be some financial gain for them to keep doing it. The problem is that as the standard of living along with wages increases in these countries the multinationals to avoid any extra cost will move again to the next cheapest location that is one of the prices that we pay for globalisation.

After having lived and worked in 3rd world Africa for a number of years I fully understand the virtue of patience but then everyone over there lived on "African time" so after awhile you either adapted to it or just went mad. Although it may sound attractive to some I wouldn't recommend it as a way of living as it can become extremely frustrating when you are waiting for something important to happen and in business that could also be costing you $$$.

I am now retired so I can probably afford to sit on a phone for an hour or two trying to get someone to understand and fix my issue, those still working or trying to run small businesses may not have that same luxury.

brickies · Guru

National Sport knocking Telstra , But don't them for giving the best coverage .

Santa · Guru

Brings to mind the Joni Mitchell song "Big Yellow Taxi"

Don't it always seem to go
That you don't know what you've got
Til it's gone wink

Cupie · Guru

Santa wrote:
Brings to mind the Joni Mitchell song "Big Yellow Taxi"
Don't it always seem to go
That you don't know what you've got
Til it's gone

Just googled that tune ... Very apt it is too.

Santa · Guru

Cupie wrote:
Santa wrote:
Brings to mind the Joni Mitchell song "Big Yellow Taxi"
Don't it always seem to go
That you don't know what you've got
Til it's gone
Just googled that tune ... Very apt it is too.

A tune I always liked, with a message. smile

The Belmont Bear · Guru

Guys as profound as Joni Mitchells words may be what do you actually equate her lyrics to - the fact that Telstras call center has already gone or that they may themselves disappear if they don't listen to what their customers are saying - in the words of another great lyricist please explain.

jules47 · The Happy Helper

I have never used anyone but Telstra, (from way back when it was PMG) - have had a few little problems, but the 24/7 Chat is the best service ever, I have a hearing problem, so tell them at the start, especially if they are not Aussie - have been swapped to another assistant - no problems. Always fixed whatever was the problem.

I have great internet plan (for us) and also a great phone plan - both prepaid.