Level10: I've had several "call backs" that never came. At the moment I'm waiting for a call from a manager.
ROFL... I've heard that one before... urr...several times over a three week period In the end it was all good for me, because the customer services guy I was deaiing with was so frustrated at their hopelessness that he booked my install and charged my $450 of excess charges to the Manager's expenses. :) I'd give you his name and number but he ceased working there 2 weeks ago (hopefully on his own accord).
Actually about 5 years ago when I had my first problems that dragged on for 6 months I found it more effective to show up at the office and demand to see a manager in person that try to get a call from them.
A few other tips for dealing with problems calling TCL:
• Call on a cell phone, even if you have a landline next to you. You get priority treatment as TCL probably have to pay lots to the cell phone companies to keep you on hold (my record was 1hr 15mins on a landline before speaking to a real person, then another 15mins on hold to be put through to the right one!!).
• Get the name and direct department phone number of the person you are dealing with if they seem to have a clue.
A few other tips for dealing with problems calling TCL:
• Call on a cell phone, even if you have a landline next to you. You get priority treatment as TCL probably have to pay lots to the cell phone companies to keep you on hold (my record was 1hr 15mins on a landline before speaking to a real person, then another 15mins on hold to be put through to the right one!!).
• Get the name and direct department phone number of the person you are dealing with if they seem to have a clue.
does the trick of pushing 0 and getting your call answered immediately work? I will try that out when I call them.
How did you get the contact details of the contractor? with my half install they just showed up and did it when I wasn't home.
I called telstra again today and the lady was very helpful well at least she could solve my problem.. My internet hasn't been installed because they are waiting for my landlord permission and they never tell me that what da......
I worked for Telstra and Telstra Global for many years, therefore if you are having troubles getting your service connected i suggest you try this...
First email the director of the area you come into:
Steve Jackson is Head of Consumer Sales for Telstra Clear Brenda Stonestreet, Head of Small Medium Enterprises
I'd begin with these two guys as they are the heads of the consumer and small business areas. Providing service is what TC is suppose to be doing. Maggie Robertson is Head of Customer Experience & Human Resources
send maggie a email if you feel that you have had a particularly awful customer experience.
The buck stops with these people, the company's website tells us that they care about your experience as their customer.
Contacting those people will get your issues resolved in a timely manner, IMHO 6 to 8 weeks waiting for cable/adsl/whatever service is way too long.
Next time you call the call centre escalate the complaint to the manager, tell them you want to speak to a manager, they have to escalate your call.
It's part of Telstra Policy to do so. Also they Must give you their name if you ask for it and their managers name if you ask for it.
If you follow my advice I'll guarantee your service will be installed in no time at all, you wont have to wait another 6 weeks.
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things are good now, I sent an email in yesterday through the cust support site and got a response today saying the contractor would be finishing the cable run today. Got a call this afternoon from telstra saying the contractors had finished and will be doing the internal cabling tomorrow afternoon so I should be online tomorrow night!!!
Kittychan: Do you have to pay for all the setup???
They said I have to pay 10 dollars for every meter they do the work on.... What da
no it was free for me, thats what they originally said to me on the phone, free install, no contract, free modem, first month free. How far from the green box are you? It might be worthwhile ringing them and saying can I have this fee waived because I have had to wait so long.
Kittychan: Do you have to pay for all the setup???
They said I have to pay 10 dollars for every meter they do the work on.... What da
I was told I would have to pay $30/m for every metre over 70m from the pole where the cable can be connected.
Took me three weeks of persistence to get it waived.
I'm now waiting on a call from Telstra... still no connection, they came out on Tuesday and said they'd get an 'urgent' consent done that day... On Wednesday I got a call that I missed, but they didn't leave a message... so I'm probably bottom of the job pile again. sigh.... another week's gone by... 2 and half months now.
They booked an urgent consent to run the cable... but were told that they'd already been given consent on 18 April and they've now found the letter and are coming out next Friday to complete the installation (but hadn't actually told me this as they didn't leave a message!!).
So I could have had everything installed a month and a half ago if they had their paperwork in order!!!...This is so frustrating!!!!
Will be interesting to see if they finally get things right next week... Then I'll be on the phone to them again about getting a refund sorted out for the three months of connection I've been playing while they've been farting around!!
I also noticed I had received a message today though the Geekzone personal mail from someone offering to sort out my installation problems. They requested my details and signed the email with only a first name and no other credentials at all.
I replied thanks, but no thanks.
This person could have been anyone, eg someone who'd ring TCL up and cancel my install as a joke.
Then again it could have all been very genuine.. just not very professionally handled though!!
I can speak very highly of TelstraClear's product, but I am consistently dumbfounded by their customer services, quality systems and processes... They've been operating for several years now...why can't they get it right??
As also pointed out, it's primarily for discussion of the services and clarity where items appear opaque. Recognise that the team monitoring include business owners and product managers - and that to drive change in any growing company takes a lot of work.
Installation delays and slips are disappointing, and 3 months for any connection is clearly unacceptable. But errors do happen, and messages between people do get missed or misplaced. As poor as that sounds, it happens. I spent 3 years fighting hard for change at O2 to implement fantastic support for Xda, and it did take a long time to get to a reasonable position - I wish I could have moved faster and done more.
If you are contacted with an offer to assist after posting frustration in the forum, it can't hurt to listen. Admitedly giving out any info to someone you can't identify is risky, so not sure how to handle this conundrum...
Mauricio can't and won't divulge personal user information in the forum - completely inappropriate - and alias' don't give clues on who people are.
If it makes a difference - the staff at the company do care, we don't like hearing about install muckups and poor service, and where possible people try to make a difference.
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