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3 posts

Wannabe Geek

Topic # 9022 14-Aug-2006 16:53

I have now been with Telstra for 2 months. During this time i have had the following issues with them

1: Installation of TV and Phone:

Delayed 4 weeks, then due to "weather", a delay of another 2 weeks.

2: Television Quality

IMHO the quality of their digital service is not up to broadcast standard, and them calling it anything else is just a sham. I found the picture completey unwatcheable.

3: Picture quality possible remedy

I called TCL complaining about picture quality, they refered me to their installation company for a fix. The install contractors asked me to then call back TCl and ask for a "Special Cable Order". TCL had never heard of such an order. Back to square one. I demanded a tech to come and look at what i was seeing. This was duely booked.......

However. They called me back 4 hours later saying they were having "Network Issues" in the area at the time, and therefore would not be sending out a tech. I called them out on this, knowing all too well after alot of research into their compression problems that a network issue was not the fault here. They flat out refused to send anybody. I cancelled my TV on the spot.

4: Cancellation Issues

Or, i thought id cancelled it. My next bill arrived and lo and behold, i was still being billed for tv, even though id returned the equipment. I rang them and was told that this was due to their billing cycle, and i had to pay, and would be reimbursed at the next billing cycyle. The fact id cancelled before the start of the cycle didn't seem to register with them. I flat out refused to pay for something i wasn't using, they eventually reneged after 3 calls to them

5: Internet Install

We decided that we would get the net at home finally after lacking it for a few months. Again a 3 week wait for install
And today they are meant to be here (between 12:30 - 4:30 as stated on the nice card that came in the post, along with the tv magazine they still send us regardless (WE DONT HAVE TV DAMMIT!!!!!)

But they havent showed, looks like ill be waiting on their stupid phone system i have to talk to (worst idea in the world) to resolve another issue

In conclusion, TCL suck, Telecoms not much better, but I think they actually might be better than TCl which is saying something.

For all those considering the switch. DONT!!!!!!

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939 posts

Ultimate Geek
+1 received by user: 16


  Reply # 43955 15-Aug-2006 01:01
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Regarding your hostile tone,while it may be, in your eyes atleast, the companies fault, remember when you ring TelstraClear the fault isn't caused by the person on the other end of the phone. 

If the installation was delayed at first 4 weeks and then another 2, I'm sure that you could have made an effort to have been rescheduled within the same [first] week. Polite persistence is the key. If you're talking about the wait between the time when you first rang TelstraClear and requested their services and the installation date, this is normal. I'm sure many other customers have experienced the same thing. I find it unlikely that an installation for a new customer would be delayed twice without some form of compensation [I was compensated when I was rescheduled for the next day].

With your digital TV problems, if the signal level recieved at your location was so low as to not give a clear/legible picture, thereby making TV "unwatcheable"[sic] the technician should have alerted you to this, and at the very least offered to install an amplifier if you had decided to proceed with the installation. Please also summarise your 'research' into the compression technology employed. I'm pretty sure that the picture quality is watchable, yes there are sometimes minor artifacts present, but this is negligible when Sky provides a similar level of quality.

The 3 week wait for cable modem installation is probably acceptable, while in your eyes, it may seem excessive, remember that the people who install the services are in demand, hance the wait, i'm quite sure that had you originally requested that internet services be part of your orignally-anticipated package, it would have been installed on day 1, like the rest of your services.

The TV Magazine would have been sent out to you automatically, as per their [TelstraClears'] billing cycle, which would explain why you have recieved one when you no longer subscribe to the TV service.

In short:

I'm not saying that you haven't had problems, I just think that you're over-reacting.

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