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218 posts

Master Geek
+1 received by user: 19


Topic # 114310 15-Feb-2013 11:24 Send private message

Since I shouldn't have hijacked someone else's thread....


It's a SHAME that most of Telstra Clear's Help Desk staff dont respond AT ALL to fault calls and emails!

I reported a fault to the Help Desk on Saturday 09/02/2013, that their cable box outside 89 Webb Street Wellington had been badly damaged and there was a water leak underneath it resulting in water flooding the Cable box. 
I spoke to Dillon (sp?) at 06:30pm Saturday the 9th Feb, and told him about thisd cable box damage and water leak. I told him my TV, Internet, and telephone  services were still working.

His response? Oh I'll just email second level support about it!!!!!

Sunday Morning at 08:00 am Wellington City Council Water services turn up and fix the water leak. They told me someone (not me) had called them on Saturday night about the water leak. I told them I had called Telstra Clear about the cable box damage.

Sunday afternoon I notice my land line/phone is not working. Phone says check telephone line, and there is no dial tone.

I dont use the land line that much so I just leave it.


From Monday to Wednesday I notice that sometimes the phone line is connected but it is so noisy, you can hardly hear the dial tone, let alone try to make calls. Most of the time there is no dial tone and the phone says check the phone line. 

I sent an email online at 12:06am, there has been no reply to that email.

I called the help desk yesterday, at 10:41am (when the phone was working) spoke to Cecellia, who told me some BS that it would be fixed Thursday afternoon. It wasn't!

This morning, the T Box is not working properly, no audio on any channels! TV Audio is fine when switched to the Free View tuner, and playing DVD's. Rebooted T Box, it went through a 20 minute essential services check, still no audio on any channel!

Called this morning, spoke to Stacy, he had to go away to find out what the problem was with getting the cable box and my land line fixed. He tried to tell me that technicians had been to fix it but they had some problem that they could not fix. That is BS, because Wellington City Council Water Care services had taped the cable box up with electrical tape just to keep it together, and that had not been touched or removed, so no one has tried to fix it.

In the last thirteen years I have been with Telstra Clear, The only problems I have had is reporting faults to the Help Desk. EVERY TIME I have had to call, it has rapidly escalated to a formal complaint call because of the IDIOTIC WAY the help desk DO NOT help customers reporting faults.

EVERY TIME I have had to log a fault, it has become a FORMAL COMPLAINT about the non existent service your help desk DOES NOT provide,.Telstra Clear!

I cant fault your technicians service, or the services themselves when working, they are excellent. It's just the NON EXISTENT service from the help desk front line staff that lets Telstra Clear down BADLY.  

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566 posts

Ultimate Geek
+1 received by user: 2

Trusted
TelstraClear

  Reply # 762963 15-Feb-2013 12:24 Send private message

Hi Max. Sorry to hear about this. Can you please PM me your account number and your contact details and I'll get one of the team to look into this for and get back to you on it. I've also passed your post onto the appropriate managers and asked them to look into this.

Cheers, Gary



218 posts

Master Geek
+1 received by user: 19


  Reply # 763359 16-Feb-2013 10:19 Send private message

TelstraClear: Hi Max. Sorry to hear about this. Can you please PM me your account number and your contact details and I'll get one of the team to look into this for and get back to you on it. I've also passed your post onto the appropriate managers and asked them to look into this.

Cheers, Gary


Sent another email this morning. The fault with my phone line has still not been fixed!

Six Telstra Clear help desk staff I have talked to since last Saturday  and not one of them could or would do anything outside of their processes to resolve a week long fault.



218 posts

Master Geek
+1 received by user: 19


  Reply # 763583 16-Feb-2013 21:03 Send private message

Fixed at approximately 11am Saturday, took the tech 5 minutes to remove the Cable Box cover, drain the water and dry the connections...

Belfast Kiwi
154 posts

Master Geek
+1 received by user: 12

Subscriber

  Reply # 770103 25-Feb-2013 21:11 Send private message

when its good its very good - but when something goes wrong you're in for a world of pain.

i moved back to Telecom and while i know the Telstra service is technically a bit faster - there is a bit of peace of mind knowing that anytime i call Telecom they resolve issues pretty quickly and the helpdesk staff are usually pretty good.

A fairweather friend unfortunately. Hopefully VF will look at that.

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