OPTUS-AFTER SALES SERVICE

[Renfrew]

We upgraded to Optus My Plan in late December 2015, with changeover, Monday 11th.Jan at noon, that would take no more that 30 minutes. Great!
But from that day to now, the after sales service would be the worst experience I've ever encountered.
Our landline was disconnected for 11 days, with many calls to Optus "Help & Assist" many times waiting for over 30 minutes, to be attended, then being redirected to many ëxperts. None had the facilities to dial my landline number for me to respond. Telstra online check out advised the problem was between my home & the local exchange. Eventually Jill in the Philipines had the initiative to dial our landline number, it didn;t answer, but somewhere in hyperspace a phone was ringing. She had the problem resolve within 2 days, phoned me to ensure I was satisfied with her resolve.
That is after sales service.
Then the SIM card, for wireless broadband  was not ordered hence not delivered.
We had one account for many years & requested one account in the future with email statements each month. "No problem sir. I am here to assist"
3 accounts were opened, no email statements.
Our mobile was inundated with messages pertaining to"non use of prepaid, have you gone to another provider. perks, surveys etc etc.
$10.00 charges for exceeding 1GB per month when our contract was 10GB per month. Extremely difficult to be connected to Billing Section.
$2.20 for mailing a statement & $2.20 to pay your bill using Bpay.
Many calls to have access, to My Account was a complete mess, trying many new Usernames & passwords.
You cannot contact individuals direct, only thru special numbers. Consultants can't or won't supply their email address or direct phone number, so if a fix doesn't work you need to repeat the process over & over. Very boring & frustrating.
Optus do not reply to any snail mail posted to them. And they claim to be a Communications Company.

So as of yesterday, we received email statement & would you believe we can now access the same via My Account. Is that double dipping?

So make sure you at least have the salesman contact details.

[Bird]

Optus do not reply to anything.
And they claim to be a Communications Company.

Going through similar.. we were told our cable internet was getting cut off 31st of march and we *MUST* go to NBN... so we did..
As of this morning the cable connection is still running smooth as ever, so we have 2 internet connections happening.... Then they have the ****ing hide to send us a bill for 2 accounts..

8 phone calls so far and have got nowhere. I fully expect them to right royally **** it all up and cancel both accounts or the wrong one...

I cant talk to the non English speaking pieces of Shit anymore that tell you their name is Dave and they are in Melbourne and you know full well they are in Cumbum (http://www.maplandia.com/india/andhra-pradesh/prakasam/cumbum/) ... I lose it within seconds of having to tell the 9th person your put through to the same ****ing story.

This looks good -> https://www.tio.com.au/making-a-complaint

[Fizzie]

This looks good -> https://www.tio.com.au/making-a-complaint

Yep, but before you can go to the TIO you have to have made a formal complaint to your phone company, whoever it may be.

When you ring them & the computer asks what it's about just say "Complaint" & keep repeating it. If you get Mumbai or where ever & they ask what it's about, just tell them you want to make a complaint. You will eventually get passed to the complaints section, which for Telstra at least, is actually in Australia!!!

Make sure you get a complaint reference number.

If they can't resolve it within a "few" days, tell them you want the matter escalated, then if escalation still doesn't fix it, mention that magic phrase TIO & see what happens.

Still no go, then lodge it with the TIO's office.

Good luck!

 

[Bird]

Yep, but before you can go to the TIO you have to have made a formal complaint to your phone company, whoever it may be.

When you ring them & the computer asks what it's about just say "Complaint" & keep repeating it. If you get Mumbai or where ever & they ask what it's about, just tell them you want to make a complaint. You will eventually get passed to the complaints section, which for Telstra at least, is actually in Australia!!!

Make sure you get a complaint reference number.

If they can't resolve it within a "few" days, tell them you want the matter escalated, then if escalation still doesn't fix it, mention that magic phrase TIO & see what happens.

Still no go, then lodge it with the TIO's office.

Good luck!

I'm beyond wanting to call again and get put through to 20 people who
- don't speak English
- don't give a ****
- have the IQ of a sock
- panic when you ask something that isn't on their pre-written resolution sheets so they just chuck you through to someone else...
- put you on hold and miracle by miracle you keep getting hung up on 'but we are sorry sir'...
- promise that they have resolved your issue, but in reality are just playing solitare cause when you call back theres no history of your previous call
- having to tell the same story over and over and over again...
- have no idea what your talking about or are just too ****ing stupid to try and understand and resolve your issue.


**** them.

[GGV8Cruza]

Just go and cut the cable out the front Bird. Report it as a fault and then you will het to talk to an aussie when he or she comes round to fix it

GG

Sent from my SM-G920I using Tapatalk

[noel_w]

I have worked for both T and O. If you think Telstra is bad, they have nothing on Optus. I think Optus have a big think tank going on where they think up stuff on how to stuff customers over. It used to amaze me when I worked at Optus how small minded their management was. Luckily for them 90% of all their non-mobile services were resold Telstra products. 6-8 weeks to get a multi-line installed by Optus, 3-4 days to get a resold Telstra ISDN installed at the same location. Yeah Right O

[Bird]

Just go and cut the cable out the front Bird. Report it as a fault and then you will het to talk to an aussie when he or she comes round to fix it

... now theres a voice of experience

[hempo]

Get ready for my whinge for the day.

Wife decided to try Optus mobile.  They, salesman in the store, assured her repeatedly we will have full coverage at our home address.

So in order to save a few bucks she gave them a try.

Got home, no reception.  Went up the road on a hill up the street, called their helpline.  They try to get you to install some wifi app that will use your wifi to make calls.  Problem is you need reception and wifi at the same time in order to 'connect' to the wifi.  Makes no sense if you have no reception and can't connect.

Next day we went back to the store to complain.  You have to do it over the phone we were told.  So we left and called them.

No record of last nights call so went through all the crap again saying we wanted to cancel as we have no reception at home.  They agreed because according to their mapping we were correct.  Their online map we can all see on their website doesn't take into consideration we live on the side of a hill, obviously the wrong side for their towers.  They agreed to cancel the plan and waive all cancellation costs once the phone was returned.  Sounds good.  Dropped into the store to hand in.  No you have to do the cancellation over the phone and they will send you a reply paid parcel?  WTF  So we used the phone in the store to call and cancel again.  Then popped in next door to Telstra to reinstate the same number back with Telstra.  One bonus was she was now a 'new' client and benefitted from a further $10 per month saving with more data.  So in the end was cheaper than Optus.

Thought sweet all is good.  Waited for the parcel nothing.  Called back, will send another.  Still nothing.  Bill arrives over $1,000 in fines, penalties and fcuk knows what.  Called back and asked for another parcel to be sent.  So three requests later it finally arrived nearly a month after first request.  Bugger me, the lady who handled the last call actually followed up to ensure we received it.

Another bill arrives still the same.  Wife calls and while on the phone he (Dave or John or whatever name he made up) confirms he will waive everything if she pays about $40 for the usage over the couple of days.  She did make a few calls when at work etc so we thought fair enough just to get rid of it.  While on the phone he emailed her a receipt and Nil balance statement.

Sweet we thought until last week received a bill for $25.08.  Fee $25 for non payment of overdue 8 cents in interest.  WTF.  She called them again, they said they cant waive it so she paid 8 c with her credit card.  He also said because it is a credit card there will be a merchant fee.  Luckily 1.5% of 8c is sweet f all.  What a joke.

Will laugh if we get another bill next month for the 1 cent interest between payments.

Long story short I agree with what Bird and Renfrew say.

[Footy Shorts Shane]

You're lucky you got a bill. The last 12 months we were with Optus, no bill. They swore black and blue it was being emailed to me, but I never received a single one.
Had to wait for the overdue amount to be sent by SMS to the Boss' mobile so we could BPay it. Asked numerous times for it to be posted, still nothing.

When we moved last, I rang them to transfer the service. They said yep, no worries, 10-12 days. I politely told them to go **** themselves and called Telstra. Took them 16 days to connect and still no fkn bill from them either

[tracker]

   MB Telstra is the best of a bad bunch..... .....

[feisty]

Rang up telstra to complain about the telstra data usage app not working for six months and always showing zero data usage.
Tried not to rant too much as I'd had a few painful issues with telstra and pretty fed up.
Lady checks my account and says 'but you haven't used any data in the last six months'....
Pause.
Grind grind go the cogs in the brain.
Trying to sound like a complete moron i replied 'Oh yeah that's because I use wifi...... ' which I don't very often.

 Yay free data!!!!!!!!!

[Bird]

Rang up telstra to complain about the telstra data usage app not working for six months and always showing zero data usage.
Tried not to rant too much as I'd had a few painful issues with telstra and pretty fed up.
Lady checks my account and says 'but you haven't used any data in the last six months'....

Pause.

Grind grind go the cogs in the brain.
Trying to sound like a complete moron i replied 'Oh yeah that's because I use wifi...... ' which I don't very often.

 Yay free data!!!!!!!!!

[Nomad]

Lost my home phone and internet on the 7th. Phoned Telstra and stated my problem and they told me it was possibly a problem with their line, but if it wasn't and it was a problem in my house the call out fee was going to be $430.

I had recently changed the hardwired splitter, modem and router as my stuff was old and having problems keeping up with all of our i-Shit.

Anyway it went on and on with some Indian bloke about the possibility of it being my problem for about 45 minutes before I mentioned that my monthly phone bill was around $3k per month for my business, home an various mobiles and I did not give a f*ck who's problem it was, just get me back up and running.

They didn't turn up for 2 weeks and found that the fault was 150 metres down the road and wasn't I lucky that I didn't have to pay the $430.............

FFS there a pack of tards.

[Bird]

Lost my home hone and internet on the 7th. Phoned Telstra and stated my problem and they told me it was possibly i problem with their line, but if it wasn't and it was a problem in my house the call out fee was going to be $430.

I had recently changed the hardwired splitter, modem and router as my stuff was old and having problems keeping up with all of our i-Shit.

Anyway it went on and on with some Indian bloke about the possibility of it being my problem for about 45 minutes before I mentioned that my monthly phone bill was around $3k per month for my business, home an various mobiles and I did not give a f*ck who's problem it was, just get me back up and running.

They didn't turn up for 2 weeks and found that the fault was 150 metres down the road and wasn't I lucky that I didn't have to pay the $430.............

FFS there a pack of tards.

Send em a bill for loss of income... even if you didn't ..

[Nomad]

Send em a bill for loss of income... even if you didn't ..

Should've, Would've, Could've but it would cost me more in time than what I would get.........

[Bird]

Going through similar.. we were told our cable internet was getting cut off 31st of march and we *MUST* go to NBN... so we did..
As of this morning the cable connection is still running smooth as ever, so we have 2 internet connections happening.... Then they have the ****ing hide to send us a bill for 2 accounts..

8 phone calls so far and have got nowhere. I fully expect them to right royally **** it all up and cancel both accounts or the wrong one...

I cant talk to the non English speaking pieces of Shit anymore that tell you their name is Dave and they are in Melbourne and you know full well they are in Cumbum (http://www.maplandia.com/india/andhra-pradesh/prakasam/cumbum/) ... I lose it within seconds of having to tell the 9th person your put through to the same ****ing story.

This looks good -> https://www.tio.com.au/making-a-complaint

So after 10 odd phone calls, our old internet hasn't been cut off, or disconnected yet... we still don't have the Optus/Foxtel box, and its actually comical dealing with their "Useless" desk or system...

[Bird]

So after 10 odd phone calls, our old internet hasn't been cut off, or disconnected yet... we still don't have the Optus/Foxtel box, and its actually comical dealing with their "Useless" desk or system...

Still our old cable connection works... Still no TV box.
Another call this morning to Anal Singha to be told she understands how pissed off I am, and she will personally like the last dozen towelheads look into this personally, and like the last dozen will PERSONALLY call me back with a definite answer within the next millennia of millennium... and to make me feel better will credit my account a whole $30..

Hmmm.. credit everytime I call eh.. might just spend a weekend on the phone and get up a few grand in credits, then cancel the account and get a refund.. ****in useless ****s.

[Coiled]

Have to say I was recently very impressed with Optus's after sales services.

On one of the recent long weekends I was cutting down a few trees with the chainsaw. Problem was I over compensated to avoid the power line and in the process took down the Optus cable from the street. I called Optus just before 5 on the Sunday afternoon and I had someone out on the Tuesday afternoon to fix it. Monday was a public holiday remember. The part that took me by shock is that the bill for the repairs was only $99. I almost posted it in the have you found a bargain thread.

[Paddler Ed]

My solution:
-HarbourISP for my NBN; I think I've rung them 4 times or so in the last 3 years with a query (why isn't the internet working? We don't know... we're working on it...) Sales and accounts are based in Australia, whereas technical is overseas.
-Boost for mobile: runs off of (full) Telstra network (inc 4G), unlimited calls and texts, 3GB data for weekday use and 2GB each weekend, $40 per month.

Nice and simple...

[Rumpig]

Still our old cable connection works... Still no TV box.
Another call this morning to Anal Singha to be told she understands how pissed off I am, and she will personally like the last dozen towelheads look into this personally, and like the last dozen will PERSONALLY call me back with a definite answer within the next millennia of millennium... and to make me feel better will credit my account a whole $30..

Hmmm.. credit everytime I call eh.. might just spend a weekend on the phone and get up a few grand in credits, then cancel the account and get a refund.. ****in useless ****s.

sounds like us and our switch over the Telstra at the moment...signed up 4 weeks ago and it's still not been swapped over from Optus. Numerous calls, no shows and cancellations of appointments on their behalf, change our home phone number without asking us (made them change it back), promises of senior people calling us back at a certain time to escalate our complaints have meant nothing, etc, etc, etc....I told the misses to contact the ombudsman, it's a joke how they operate these large telco mobs.

[Bird]

sounds like us and our switch over the Telstra at the moment...signed up 4 weeks ago and it's still not been swapped over from Optus. Numerous calls, no shows and cancellations of appointments on their behalf, change our home phone number without asking us (made them change it back), promises of senior people calling us back at a certain time to escalate our complaints have meant nothing, etc, etc, etc....I told the misses to contact the ombudsman, it's a joke how they operate these large telco mobs.

and apparently when I told them to ram it up their curry munching arse, the said I'd have to pay cancellation fee. I burst out laughing

[terravista]

Our gripe is with Telstra.
Daughter wanted a rural property within a half hour of Rockie.
Being a High School teacher and somewhat human she needed internet.
Found a likely place and used Telstras website to check for internet availability.  All good, ADSL 2 is ready.
Did not really believe them so called to confirm. Yes, definately available.
Went through with the purchase, had the phone connected to a package deal, and was told the modum and whatever the hell a Telstra TV box is would be delivered within a week.
That was 6 weeks ago and no modum. That would generally be a problem, but not this time. The technician who connected the phone line informed us there was no internet available.
After a whinge I was told there was no ports currently available and we would need to wait until a local cancelled thier service. After a few more questions and enough abuse to get transferred to a "manager" he finally acknowleged that no ports were in the area, never have been, and never will, and yes, Telstra lied to us.
Telstra did offer a satellite service with minimal download at just under $700 per month somewhat dearer than Donald Trumps hairspray bill.
So, after spending $420 000 buying a place she can't go home some nights for 3 to 4 hours after sucking all the free internet access from Macca's.
Contacted the TIO and some junior did not even read my complaint properly and assumed we wanted Telstra to put a port in for her and explained that the TIO cannot ask providers to install ports. The second complaint is 3 weeks old and so far......nothing.
Bloody hopeless, the whole bloody lot of them.