Request submitted to Telecom by email late Jan for an MX record change, as a customer was moving from an in-house Exchange server to Hosted Exchange.

Reply came from the same day asking for the Telecom Account Number.  Replied within minutes advising this information was already in the body of the message requesting the change.

Set up forwarding from the in-house mail server to the new platform which the DNS change was being replicated.  Went to decommission the old server 2 weeks later and checked (just after powering it down) that the MX records had been changed.  No.  Rang Telecom and asked why the change had not been made.  They had no explanation.  Change made immediately for me.

Few days later, customer complaining that two of their key customers has vented about lack of response to important emails.  Checked and found that emails from Telecom broadband customers are not getting through.  Called and asked for an explanation.  Tech advised that once the MX change is made, in some cases the records for the domain need to be removed from their email platform as well.  Records removed on the phone.

Advised pissed off customer that all messages from Telecom customers sent between then and now will never arrive.  That is definite business lost, and loss of reputation as a result.

Apparently I need to be psychic to deal with Telecom.