[TelstraClear] Shocking service.

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twisted

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#34365 22-May-2009 14:45

So.

Wedensday night (21st) I lost ALL service. (Tv, Phone, Net) After 60 minutes on hold, i was told there would be a technician there in the morning.

So yesterday morning i call back (another 40 mins on hold) to find out what the story is. I'm told a bucket truck and traffic management is needed, and it will be bck on yesterday evening, or this morning.

So, last night i call them as i still have no service.

I am told a bucket truck and traffic management has been organised for this morning.

This morning, STILL NO SERVICE. So I ring back just now, and I'm told that a bucket truck has been organised but no traffic management till monday!! No one has rung me to let me know, I've spent over 90mins on hold, and i will be without service for at least 5 days.

This is not acceptable.My children are coming this weekend, and with bad weather, No TV and no internet I'm going to have two very scratchy kids on hand. Furthermore, I now don't get to watch the rugby tonight.

I'm ropeable and having a vent :)

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46 posts

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#216986 22-May-2009 15:02

[Moderator edit (MF): removed bad words]

My Bad. I'll calm down shortly

mckenndk

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#216987 22-May-2009 15:07

I can understand being fustrated but surely there are better things than internet and tv to do with the kids on a wet weekend or any weekend for that matter.
Don't know where you live but there are things like indoor swimming pool, rock climbing, Te papa (Wellington), Gondla (Christchurch), indoor skiing (Auckland).

There are other things you can do at home too like board games, drawing, etc.

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#216989 22-May-2009 15:08

Go rent a PS3/Wii for the kids :)
Itd keep me happy :-p

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den55

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#216991 22-May-2009 15:09

Look at this as an opportunity to have some fun with your children. Depending on their age you could go to the movies, walk in the rain, go to a local rugby match, climb a wet grassy hill and slide down on a cardboard box. Do something different they will remember for ever.

More ideas anyone?

geek4me

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#216994 22-May-2009 15:24

I complained when a Technician failed to turn up on the day they were installing Internet services to my home. I had taken a half day off and they did not arrive.

The trick is to nicely ask for some compensation for the inconvenience and time wasted. I received two free months of 10GB plan Internet services. It is possible to turn inconvenience into cash savings if you go the right way about it.

twisted

46 posts

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#217002 22-May-2009 16:08

Thanks all for your replies.

Activities with the children are a given. Normally we'll be off bowling, fishing and all those lovely types of things inbetween. However, It's the times inbetween these activities which will be the most trying.

Normally, i wouldn't be that fussed, but this weekend they are both grounded from movies and games consoles, which adds a little more complexity to the issue. But thats ok, we'll work around this just fine.

Really, to be fair, The kids wont be impacted _that_ much. What really, really gets me is the complete lack of communication form TCL. IMO, when they decided they couldnt do traffic managment until monday, i should have been called and advised.

24hours is an acceptable timeframe to be without service. Any longer is questionable, and any longer with zero communication OR ETR is an absolute disgrace.

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twisted

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#217003 22-May-2009 16:09

geek4me: I complained when a Technician failed to turn up on the day they were installing Internet services to my home. I had taken a half day off and they did not arrive.

The trick is to nicely ask for some compensation for the inconvenience and time wasted. I received two free months of 10GB plan Internet services. It is possible to turn inconvenience into cash savings if you go the right way about it.

Cash isn't my concern at all, but for this shambolic handling of my account i WILL be expecting at minimum a full months credit on my package.

nate

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#217094 23-May-2009 01:07

twisted: I am told a bucket truck and traffic management has been organised for this morning.

I must be having a slow weekend because I've read and re-read that line and I have no idea what it means.

Care to explain?

riahon

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#217100 23-May-2009 06:57

From a Hamilton perspective the game you missed was FANTASTIC!

It is still amusing that whenever I read complaints about service on geekzone that the underlying issue is communication. I am sure that if you were kept informed proactively from TCL throughout this saga then I am sure that we wouldnt be discussing it here.

Oh did I mention the game was FANTASTIC!

geek4me

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#217168 23-May-2009 11:35

Re "communication" as mentioned by riahon above, I suggested to TelstraClear when they gave me the credit for their "no show" that they could at least send an email or even a text message to those customers whose email or mobile numbers they had on their system when they knew they would be late or not show up at all. Could even be an auto generated response.

They said staff were ringing everyone who had missed out seeing a technician on that day and had not yet got around to ringing me. What a waste of staff time when an email or text message would have done and I would have heard much earlier.

The reply was that this was a "great idea" and they would pass this on! Seems nothing has happened to implement it.

rscole86

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#217176 23-May-2009 11:57

nate:
twisted: I am told a bucket truck and traffic management has been organised for this morning.

I must be having a slow weekend because I've read and re-read that line and I have no idea what it means.

Care to explain?

I would assume the TCL cable is a dropped line, from a pole on the street. So, one would need a bucket truck, google images is your friend nate, and traffic management to close? this busy street.

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nate

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#217205 23-May-2009 12:46

rscole86: I would assume the TCL cable is a dropped line, from a pole on the street. So, one would need a bucket truck, google images is your friend nate, and traffic management to close? this busy street.

I shouldn't post so late I night, I never thought about them literally - I thought they were some tech terms...

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#217249 23-May-2009 16:34

A waiting time of 5-10 business days to fix broken cabling which requires traffic management and a cable truck for a single residence... well that doesn't sound unreasonable to me.

I agree with "the communication should have been better" and they should have offered you a credit for the down time but I think you'll find nothing requires them too do so and it's at their discretion.

I think perhaps your expectations of the fault being fixed instantly were a bit unrealistic.

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#217253 23-May-2009 16:49

You gotta take into account the ultra-bad weather at the moment. Do you seriously think any company would risk putting someone up in a bucket truck to fix cables on a pole during these strong winds and bad weather?

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#217264 23-May-2009 17:42

twisted: I've spent over 90mins on hold

A little tip: No matter what I'm ringing a company for, I always choose the new customer/sales options for instant pick up, they are way better staffed in those areas (so they don't miss out on sucking new customers in of course!) and 9 times out of 10 they can also help with whatever you need, or will fasttrack you through to the right person.

I'm very happy with my Telstra service today, they came around this morning and d/c my phone and tv when they said they would, even though they're losing most of the income I provide!

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