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424 posts

Ultimate Geek
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Topic # 15087 3-Aug-2007 12:28
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I can't quite work out which.  Those who follow my posts (ie no one) will know about my complaints of poor service from TelstraClear, the usual complaints: wrong answers, long delays, etc.  But the one thing that gets me the most are the waiting times to get through to them, usually over 45 minutes.  The thing is that the last 3 times I phoned them using my cellphone, I got through within 5 minutes.  Obviously, since they pay for the call, they don't want me on the line waiting forever.  It is however, discriminating against the people who don't know this trick and are waiting forever, like most of the people who ring, I guess.

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Ultimate Geek
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  Reply # 80996 3-Aug-2007 12:39
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Are you ringing from a Vodafone mobile? I get through instantly using my VF handset, but *always* end up on hold when I use my Telecom one.




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Ultimate Geek

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  Reply # 80997 3-Aug-2007 12:41

Also what number are you calling from the VF Mobile

 
 
 
 


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Ultimate Geek
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  Reply # 80999 3-Aug-2007 12:42
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I use 0508 888 800.




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Ultimate Geek
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  Reply # 81002 3-Aug-2007 12:50
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munchkin: Are you ringing from a Vodafone mobile? I get through instantly using my VF handset, but *always* end up on hold when I use my Telecom one.


Yeah, that's my experience too.

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Ultimate Geek
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  Reply # 81014 3-Aug-2007 13:59
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I've also noticed that if you say 'person' firmly as soon as the IVR lady starts to talk, you'll be speaking to a real person within 5 seconds. I confirmed this roughly 5 minutes ago (stupidly slow cable connection..)




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Master Geek
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  Reply # 81018 3-Aug-2007 14:46
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There are defiantly a few tricks when it comes to call centers (any, not just TCL's). I know many IVR systems respond to the use of swear words.

I've also noticed I get answered quicker on my mobile, but when at home I usually ring from my landline  - which is on-net - I generally get answered within the first few minutes. This makes sense though, different product, different team, different wait time, and it would also make sense to have an over all higher priority for on-net customers. I've never once been on the phone waiting for more than 5 minutes.



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Ultimate Geek
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  Reply # 81020 3-Aug-2007 14:49
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I know that the Telecom IVR system used to respond to swearing, however the TCL one doesn't seem to.




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  Reply # 81031 3-Aug-2007 17:27
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really? what happens if you swear into the IVR?

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  Reply # 81036 3-Aug-2007 18:01
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Yeah, I worked out the cellphone trick too. Mentioned it a couple of times in some of my previous whinging sessions. :)

When they are truly busy and can't even take your cell phone call straight away they also provide you with an option for them to ring you back. Never tried that option...has anyone else?



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Ultimate Geek
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  Reply # 81045 3-Aug-2007 19:36
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When they are truly busy and can't even take your cell phone call straight away they also provide you with an option for them to ring you back. Never tried that option...has anyone else?


No, but given that they haven't phoned back when they said they would previously, I decided that it's not worth risking, unless you like wasting time.

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Master Geek
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  Reply # 81047 3-Aug-2007 19:50
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I remember two times when I've rung from home the system has given me the option of 'keeping my place in the queue and calling me back within an hour' or something similar. It worked both times, they called back not long after. It just saves waiting on the phone I guess, which is a bonus.

No idea if it still has this option.

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  Reply # 81049 3-Aug-2007 21:11
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I hate the call centres that dont accept calls from mobiles, even though its an 0800 number!

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  Reply # 81071 4-Aug-2007 09:11
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Crowbar: I remember two times when I've rung from home the system has given me the option of 'keeping my place in the queue and calling me back within an hour' or something similar. It worked both times, they called back not long after. It just saves waiting on the phone I guess, which is a bonus.

No idea if it still has this option.


You sure that was on Telstra? I have heard that service offered but it was calling WorldxChange and yes it did work. I did not think Telstra offered it. It did work a bit differently then it was described though. You left a message and then someone called you back. From the description I thought the system would call you back and you would still be on hold but at the front of the queue.







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  Reply # 81091 4-Aug-2007 11:33
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The call-back option is not always available. It works just as it says, you leave your phone number and a TelstraClear customer help person calls you back within the hour.  I've used this option 2 or 3 times.  I don't think it's made available all the time, else there would be huge resources tied up doing callbacks.

Cheers,
ZollyMonsta





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