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Topic # 100074 2-Apr-2012 22:44 Send private message

I vaguely remember last year you could sign up to have TelstraClear contact you when your current contract with another provider comes to an end. Mine ends in about a week with Orcon, so this evening I received this:

Dear Sir/ Madam: I am sending this email to confirm if you are still interest at the $75 promotion of phoneline and broadband service, so please reply this email with your contact number so I can help you to apply this service as soon as possible. I just attach the web link about our promotion, you can find any information from there, and I will be more than happy to answer any questions from you.Waiting from your feedback Kind of Regard [name withheld]

It was a plain text email and no link was included. Surely this isn't the quality of salespeople these days is it?! For me, this communication is so poor and unprofessional that even if I were looking around for a new ISP I wouldn't even bother looking further at TCL.  




Me: | Apple MacBook Pro 15" w/ Retina Display (2013) | Apple MacBook Air 13" (2013) | Apple iPad mini w/ Retina Display Wi-Fi+4G 64GB (2013) | Samsung Galaxy S5 | Apple TV (2010 & 2012) | Roku 3 | Google Chromecast |

Wife: | Apple iPad mini Wi-Fi 64GB (2012) | Samsung Galaxy S5 |

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  Reply # 604216 2-Apr-2012 22:51 Send private message

I'm wondering if something has stripped the HTML or it's phishing...



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  Reply # 604218 2-Apr-2012 22:56 Send private message

To be honest first impression was phishing, but the disclaimer stuff was at the bottom of the email and the guy's TCL email address was there too.




Me: | Apple MacBook Pro 15" w/ Retina Display (2013) | Apple MacBook Air 13" (2013) | Apple iPad mini w/ Retina Display Wi-Fi+4G 64GB (2013) | Samsung Galaxy S5 | Apple TV (2010 & 2012) | Roku 3 | Google Chromecast |

Wife: | Apple iPad mini Wi-Fi 64GB (2012) | Samsung Galaxy S5 |

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  Reply # 604219 2-Apr-2012 23:00 Send private message

Maybe Manilla call centre.. :-/

You should hit them up on facebook or twitter..
I was with them 8 years and they were always fantastic.. Especially after they got a twitter account.
Only not with them now because I'm in Oz.

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  Reply # 604271 3-Apr-2012 07:39 Send private message

It certainly sounds like it's been written free-hand by someone who has English as a second language.

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  Reply # 604303 3-Apr-2012 08:41 Send private message

...please make quick to send me your bank accounts, pin code and mother name maiden so I can deposit the Datacaps into your account most speedily.

many thankings

Goerge Unggggdwengo

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  Reply # 604387 3-Apr-2012 11:00 Send private message

corksta: I vaguely remember last year you could sign up to have TelstraClear contact you when your current contract with another provider comes to an end. Mine ends in about a week with Orcon, so this evening I received this:

Dear Sir/ Madam: I am sending this email to confirm if you are still interest at the $75 promotion of phoneline and broadband service, so please reply this email with your contact number so I can help you to apply this service as soon as possible. I just attach the web link about our promotion, you can find any information from there, and I will be more than happy to answer any questions from you.Waiting from your feedback Kind of Regard [name withheld]

It was a plain text email and no link was included. Surely this isn't the quality of salespeople these days is it?! For me, this communication is so poor and unprofessional that even if I were looking around for a new ISP I wouldn't even bother looking further at TCL.  


Corksta - can you please forward the email to me so that we can investigate?

Cheers, Gary



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  Reply # 604409 3-Apr-2012 11:23 Send private message

TelstraClear:
corksta: I vaguely remember last year you could sign up to have TelstraClear contact you when your current contract with another provider comes to an end. Mine ends in about a week with Orcon, so this evening I received this:

Dear Sir/ Madam: I am sending this email to confirm if you are still interest at the $75 promotion of phoneline and broadband service, so please reply this email with your contact number so I can help you to apply this service as soon as possible. I just attach the web link about our promotion, you can find any information from there, and I will be more than happy to answer any questions from you.Waiting from your feedback Kind of Regard [name withheld]

It was a plain text email and no link was included. Surely this isn't the quality of salespeople these days is it?! For me, this communication is so poor and unprofessional that even if I were looking around for a new ISP I wouldn't even bother looking further at TCL.  


Corksta - can you please forward the email to me so that we can investigate?

Cheers, Gary


Done. Thanks for looking into it. 




Me: | Apple MacBook Pro 15" w/ Retina Display (2013) | Apple MacBook Air 13" (2013) | Apple iPad mini w/ Retina Display Wi-Fi+4G 64GB (2013) | Samsung Galaxy S5 | Apple TV (2010 & 2012) | Roku 3 | Google Chromecast |

Wife: | Apple iPad mini Wi-Fi 64GB (2012) | Samsung Galaxy S5 |

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  Reply # 604453 3-Apr-2012 12:13 Send private message

hah,

definitely looks like English as a Second Language there.
At least they remembered to send you one I suppose, even if it was from their old symbian phone.

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  Reply # 604621 3-Apr-2012 15:55 Send private message

We've got to the bottom of this - one of our team got a bit overenthusiastic about our very popular $75 offer. He drafted the email instead of using the one in our system, and didn’t check it before he sent it.

The team’s been given a reminder and the team leader will do some more training.

If you do want to take up the $75 offer, please let me know and I’ll ask someone to give you a call and get you signed up :-)

Cheers, Gary

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  Reply # 604716 3-Apr-2012 19:32 Send private message

When you call the centre, are notes written down on your TC file, about the content of the call? If so, I'd hate to see what is actually put there, and whether it would make any sense.

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  Reply # 604719 3-Apr-2012 19:36 Send private message

I don't see any problem with the email. Someone has personally emailed you, possibly after an initial inquiry, and you can't expect that it will be 100% free of any errors or 100% grammatically correct, as many people type as they think when sending an email. It would be different if it was a mass marketing email, but this was a personalized communication.

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  Reply # 604724 3-Apr-2012 19:46 Send private message

StevieT: When you call the centre, are notes written down on your TC file, about the content of the call? If so, I'd hate to see what is actually put there, and whether it would make any sense.


I have just been informed that you are entitled to request a copy of all notes made on your account at the end of each call. I reckon it could be good for a laugh, as well as demonstrating yet again what a dismal failure offshore call centres have been for quality of service. 

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  Reply # 604729 3-Apr-2012 19:52 Send private message

mattwnz: I don't see any problem with the email. Someone has personally emailed you, possibly after an initial inquiry, and you can't expect that it will be 100% free of any errors or 100% grammatically correct, as many people type as they think when sending an email. It would be different if it was a mass marketing email, but this was a personalized communication.


If I received communication like that as a customer then I would be appalled. It wasn't just one or two errors; it was a total shambles and utterly unprofessional. 

My bank, insurance company, dentist and car dealer have all had one-on-one personal communication with me over the last couple of weeks and none of them have behaved like that. 



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  Reply # 604734 3-Apr-2012 20:01 Send private message

mattwnz: I don't see any problem with the email. Someone has personally emailed you, possibly after an initial inquiry, and you can't expect that it will be 100% free of any errors or 100% grammatically correct, as many people type as they think when sending an email. It would be different if it was a mass marketing email, but this was a personalized communication.


For me it's about first impressions, and I guess sales and marketing in general. If such a poorly worded and formatted email is the first contact you have with a company it doesn't inspire you to want to do business with them.

I don't actually know if the email was sent just to me or to others as well. My name is clearly a guy's name, but it was addressed "Sir/Madam", but I'm glad they looked in to it and and it turned out to be a fairly minor training issue.

I personally would have expected a HTML email with a bit of colour and jazz, something that would catch my attention and make me want to visit their site to see what's on offer. 




Me: | Apple MacBook Pro 15" w/ Retina Display (2013) | Apple MacBook Air 13" (2013) | Apple iPad mini w/ Retina Display Wi-Fi+4G 64GB (2013) | Samsung Galaxy S5 | Apple TV (2010 & 2012) | Roku 3 | Google Chromecast |

Wife: | Apple iPad mini Wi-Fi 64GB (2012) | Samsung Galaxy S5 |



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  Reply # 604735 3-Apr-2012 20:02 Send private message

alasta:
mattwnz: I don't see any problem with the email. Someone has personally emailed you, possibly after an initial inquiry, and you can't expect that it will be 100% free of any errors or 100% grammatically correct, as many people type as they think when sending an email. It would be different if it was a mass marketing email, but this was a personalized communication.


If I received communication like that as a customer then I would be appalled. It wasn't just one or two errors; it was a total shambles and utterly unprofessional. 

My bank, insurance company, dentist and car dealer have all had one-on-one personal communication with me over the last couple of weeks and none of them have behaved like that. 


100% agree. 




Me: | Apple MacBook Pro 15" w/ Retina Display (2013) | Apple MacBook Air 13" (2013) | Apple iPad mini w/ Retina Display Wi-Fi+4G 64GB (2013) | Samsung Galaxy S5 | Apple TV (2010 & 2012) | Roku 3 | Google Chromecast |

Wife: | Apple iPad mini Wi-Fi 64GB (2012) | Samsung Galaxy S5 |

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