Telstra resolved – at last

Posted: May 5, 2010 in Uncategorized
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I was supposed to be receiving a promised call from a Telstra technician yesterday, hopefully to finally resolve my issues with their mobile broadband.

Things did not get off to a good start by receiving a form letter in the mail, commenting that my concern had been resolved (it wasn’t) and assuring me of all the wonderful things that Telstra had been doing to improve resolution of consumer complaints. That rubbed me up the wrong way – big time.

The telephone rang at roughly the appointed time. During my conversation, I soon realised that I was talking to yet another Level Two technician, rather than the semi-mythical Level Three that I supposedly needed to talk to. He soon determined what had been worked out back on Day One, roughly a month ago – that there was a hardware issue rather than a network issue. I was then given the jolly news that the three previous Level Three requests that had been raised in relation to this matter, had all been directed to the wrong area. By now I was thinking “Yeah, Telstra – you’ve improved things no end – NOT.” However he actually put me onto a real, live person. What’s more, this was someone that actually had some idea of what they were talking about.

In considerably less than five minutes, we had done some troubleshooting and voile – problem solved. At last. It only took a month, repeated formal complaints, a complaint to the Office of the CEO and starting action with the Telecommunications Industry Ombudsman to get that point. Not to mention well over fifteen hours spent with a telephone glued to my ear, most of the time on hold listening to the same infuriating tunes over and over, that made me just want to hurl the telephone receiver at the wall. But we got there at looooong last.

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