Sunday, April 18, 2010

Could the times be changing ?

Well, it's been a very interesting couple of weeks, culminating in my taking a call from David Thodey, the CEO of Telstra. He called in response to my recent complaints and also this blog, to express his frustration at the issues that lead to customers being as disgruntled as I have become. I've always wondered how there could be a disconnect between management and the various departments that have mistreated me in various ways over the years, because I'm sure no-one set out to create Telstra operating the way it has for me. Nevertheless, it was definitely an eye opener that the CEO takes such complaints seriously enough to call me to discuss them. I've had several other follow up calls from support people to make sure that various issues I've raised in this blog have been resolved. Might this be the start of a brand new day ? I certainly hope so. I don't think Telstra's problems are going to be fixed overnight, but I'm certainly convinced by the events of the past few weeks that the people at the top are aware of the issues, and are focused on resolving them. I've had several people call me to say 'the proof of the pudding is in the eating', these have been people telling me they know they have work to do, not people offering platitudes, and that gives me a lot of hope. Telstra was once something we all owned and took pride in. Nothing would make me happier than for it to be viewed that way again, by both clients and shareholders.

Tuesday, April 13, 2010

You're a valued customer

I spent $300+ a month with Telstra. I recently got a call from them telling me how much Telstra values my loyalty, and what a valued client I am. I don't like to be rude, I did not tell him that I use Telstra because I have no choice. He discussed a few things he thought they could do for me. I really was only interested in one. He said they could roll my five bills in to one. I asked if they could be rolled in to two ( one for the two internet accounts, one for the three phone accounts ). Sure, he said. Give it a month, but that's done for you. That was about four months ago. I still get five bills a month. So, he called to tell me they'd love to do something for me, because I am a good client, but the thing he offered, he couldn't actually do. It's kind of ironic, in a lot of ways....

The Broken Modem Part 3

I realise at this point, this is not about Telstra, but it's related, so I'll post it here. I went away for 2 weeks, after calling Sierra again and being told that despite their belief that the issue is physical damage, they would send me a bag to send the modem back. I got back from my holiday and called them, the woman on the call said 'there's a note here that it's physical damage'. I reiterated all that I'd gone through and that I'd been told they would send a bag. She said she'd call me back after she spoke to a manager. It's been several days, they have not called me back.

At the core, the issue here is that Telstra sold something, and refuses to help me when it breaks and I need to get it fixed, they leave me to deal with the manufacturer directly. I can't recall the last time I bought something from a reseller and they did not offer to help me when I needed warranty service.