[TelstraClear] Customer Service???

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colinuu

104 posts

Master Geek
+1 received by user: 9

Topic # 113228 10-Jan-2013 10:50

This is what really makes me mad with TCL.

After a lot of history last year re my adsl connection that went south dramatically, I just phoned TCL to get the adsl removed from my package (I am now using rbi broadband and very happy with it).

I get told I have to talk to the customer retention team, but they are busy right now. I can get them to call back (some time in the next 5 business days) or try again this afternoon (with no guarantee of talking to them)!!!! This is from the company that was originally founded on the basis of great customer service!

Arrghhh....

BlakJak

602 posts

Ultimate Geek
+1 received by user: 65

Trusted

Reply # 742757 10-Jan-2013 12:42

Nothing's changed since ~2007-2008. I started on TCL as my house had Cable and well, it just made sense.
The absolutely shocking support from TCL caused me to move to Telecom/Chorus based ADSL and ignore the fact my property was plumbed for cable. It was easier to deal with the reduced performance than to deal with TCL customer support.

YMMV, but it appears, perhaps not.

This would be me...

colinuu

104 posts

Master Geek
+1 received by user: 9

Reply # 742875 10-Jan-2013 15:41

Update:

I phoned again this afternoon. After explaining that a call back on a 5 day time frame didn't suit me, the first line guy finally was able to connect me to a charming young lady in Christchurch who was able to take care of my request with no difficulty.

They have some good people there, just a shame that the systems are lousy...

Cheers,

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mattwnz

13792 posts

Uber Geek
+1 received by user: 1716

Reply # 742877 10-Jan-2013 15:50

Let me get this right. They want you to talk to a team that will try to get you to retain your existing services? And this team isn't available now to talk to you. Shouldn't they be forwarding you to the customer cancellations team, as there is no way you can be talked into being retained, if you don't need the services any longer and have signed up elsewhere.

colinuu

104 posts

Master Geek
+1 received by user: 9

Reply # 743022 10-Jan-2013 20:00

Well, apparently one must be retented prior to being cancelled. This reminds me of an old Fred Dagg skit involving the sheep retention scheme of the time...

To his credit, the second guy eventually connected me directly to the cancellation team member.

quickymart

3526 posts

Uber Geek
+1 received by user: 699

Reply # 743082 10-Jan-2013 22:47

I'll be interested to see if the Vodafone takeover kills off the old culture of "customer service" that I so fondly remember (not) from my days at Telstra Clear. It's early days yet though.

Jaxson

6601 posts

Uber Geek
+1 received by user: 531

Trusted

Reply # 744451 14-Jan-2013 11:53

Ha I'm dealing with their service again since joining them in May last year (moved from an excellent but expensive at the time Vodafone). I contacted them a lot then as the performance was pathetic after over selling their then cheap new $75 plan. It's better now, but still lags for international content such as youtube.

Anyway, the supplied NetComm modem has packed up. Runs very hot and keeps restarting every 5 - 10minutes. Contacted them about it and they've tried to direct me straight to NetComm myself. I've suggested they send me a better replacement, a return courier bag, and then they can contact NetComm themselves! My purchase is with TC, not NetComm, and it's less than one year old.

Customer service is sorely missing from these guys. As will I be after my 12 month period expires...

BigMal

841 posts

Ultimate Geek
+1 received by user: 115

Reply # 747742 20-Jan-2013 12:28

I had a similar scenario cancelling their TV service. I was told I have to talk to the cancellation team if I want to cancel but they were all unavailable? I then asked where in my contract it says I must talk to the cancellation team? I said my contract says I have to contact TC to cancel but doesn't mention anything about a cancellation team.

The CSR said the rules are he can't cancel my service until I've spoken to the cancellation team to which I replied those maybe your rules but they're not in my contract so cancel my service (without me talking to your cancellation team) or you'll get a written complaint.

He spoke to his team leader and they agreed and said they'd contact the cancellation team.

quickymart

3526 posts

Uber Geek
+1 received by user: 699

Reply # 747996 20-Jan-2013 22:30

After all that, did they even process the cancellation?