Leading up to today I was hoping to post some good news and outcomes after taking my complaint to the Office of the CEO at Telstra. But todays events have pissed me off even more and ponder the value and ability of the Telstra CEO to have any significant or beneficial impact in changing Telstra’s ways. Far be it for me to expect customer service from the telco giant.
It starts with my blog post “Telstra, shitty Service and questionable data plan charges” http://www.autechheads.com/blogs/entryid/279/telstra-shitty-service-and-questionable-data-plan-charges
Last week I had received a response to my letter to the Office of the CEO and the outcome was having a case number a person that gave a commitment to address the issues and take ownership of my complaint and furnishing me with a daily update on the progress and outcomes. One of the commitments and outcomes was that the account was being placed on hold, which means that no disconnection and or expectations for payment of the account would be made by Telstra until the complaint was resolved. So they say. This commitment was confirmed by email last Thursday 9th December by the Complaints Resolution Coordinator from the Telstra CEO complaints.
Today, I received in the mail the normal Suspension Notice printed on the 14th December (six days after being told I wouldn’t receive one) with threats of Suspension, reconnection fees etc. Given it was after 5PM that I received the letter I was unable to contact the CEO’s office to deal with the problem, so I contacted the billing department. I spoke to the first consultant, who I insisted to that i didn’t want to talk to him, I wanted to talk directly to a supervisor. however after a further lengthy conversation to convince him that I truly was serious about wanting to talk to a supervisor and that I was by this time considerably pissed off. This consultant indicated to me there was no record of any complaint or hold on my account since my last complaint for a similar issue over 12mths ago. Hmmm. typical. I reiterated that i wanted to talk to a supervisor and i was getting considerably more pissed off the more he spoke and told me he couldn’t confirm any notes or action on my account.
Eventually I got onto a supervisor. I had to yet again go though the whole saga, Even though I had confirmed my details with her colleague i had to reaffirm my security details, (same call different operator). The supervisor indicated there was no indication of any notes on my account, I gave her the details and employee details of the person from The Office of the CEO as well as the reference number he had supplied me, eventually some light had been shed, but still the questions begs, why the hell is this information not on my account in the first place?? (You would think I rang Telstra to make an enquiry about ATO matters).
Eventually notes reflecting the reference back to the office of the CEO notes were made and my account was placed on hold due to the dispute, (which it should have been right from the outset of the initial complaint and dispute being made some months ago). I was given the christen name and employee number of the supervisor I spoke to for reference and assurances again that I was cool with my account that there would be no more overdue or suspension notifications and I was not required to pay the bill until the issues had been resolved.
Another issues and level of complaint of have with Telstra is there apparent inability to call customers back. The supervisor initially gave me her Employee details to be able to get back in contact with her and as a reference that I had spoken to her in case we got cut off. I told her that If i was to again get cut off, then i would leave it up to her to follow up with me and not for me to have to re contact her. She explained that she/we (Telstra staff) are unable to contact clients in the event of being cut off, it was up to me to try and find her like a game of hide and seek. ( i have had this explained to me time and time again by Telstra Staff, WTF is happening in that business) I held my tongue, but WTF. Telstra is a communication company, they own the Bloody Phone networks and yet their staff are unable to deliver a fundamental customer service function in calling back customers if their POS phone system cuts you off while transferring or are on hold?????
Mr Thodey, you certainly have your work cut out for you. If as the CEO your own team who is dealing with complaints and issues can’t meet on promises and commitments to customers then who can, are you the right man for the job or are the issues so systemic that any level of effort or change just can’t revive this dead and broken horse. It is my conclusion that Telstra and Customer Service just should not be used in the same sentence, context or statement.
I have emailed my contact in the Office of the CEO (attached) outlining my concerns and continual ongoing issues and disappointment of the lack of Service and follow through to commitments.
I wait with anticipation for a response come Monday.
Name withheld
Firstly, I have appreciated the response and regular updates I have received from you to date.
However, I cannot contain my continual disappointment and frustration with dealing with Telstra.
I believe after the conversation I had with you last week, that I had conveyed my concerns with generally the account issues, continually receiving these bills with dubious and conflicting data charges as well as the continuing of receiving Overdue and Suspension notification received while having my account in dispute.
Some outcomes and commitments that I thought were clear were that you were taking ownership of my complaint and that you were going to attend to the suspension of any further overdue and or suspension notices from your accounts and recovery team. I am sure that you personally carried out your commitments, however and not surprisingly to me, today when I got home I received a Suspension Notice from Telstra with the normal threats of service suspension, reconnection fees etc.
I called the billing enquiries contact number , they indicated that they have no record of any complaint, hold or contact from me in relation to disputing these bills. Name Withheld, I’m getting more and more pissed off with Telstra on a daily basis. The significant problem is thou, that I have no option but to deal with Telstra due to my service and coverage requirements.
Again I’ve had to go through the whole saga with Supervisor Name Withheld and eventually she found your notes but could not see anything relating to Overdue or Suspension notifications. The account has been put on hold now.
Now I’m also lead to believe that I will be unable to make changes to my services. As I indicated to you in a previous Email today I am wanting to move my service across to a Blackberry Services as soon as the Torch has been released to your product line so that I can control and steam these data changes and operational cost each month.
This is certainly not the way I wanted to enter into this weekend, I am frustrated and annoyed that due to timing, I have not been able to address this directly with you due to the fact it was after 5PM that I receive the Notice in the mail. Obviously, there are operational and procedural issues within Telstra that have failed and yet again, have reflected badly on Telstra as a business, showing a lack of any customer service commitment.
To top it all off, while I was on hold the announcement advised me that I had an option to survey about my satisfaction on this call. After the call I received no such survey and no option to offer a response.
I hope to hear from you Monday morning after you receive this Email
Regards
Mike Hopgood