Customer Service Scoreboard
I travelled overseas for the months of July, August and September. I had forgotten to contact Telstra in relation to my internet usage. I received a Tax Invoice for August and immediately telephoned Telstra to advise that I was overseas and that I should not be paying the total amount as I did not use the internet nor did I use data roaming. I spoke to a woman named Mariah who advised that Telstra will wave the $80 fee for internet usage, I therefore paid the remaining balance. I then received an invoice for September being the full amount and that I was in arrears of $80. I telephoned on my return and was blocked from speaking to anyone regarding my account. I have been a telstra customer for over 40 years and will now be seeking a new provider.
Why does this company get away with lying. It's time the govt steps but there useless as well. The only time they do anything is complaining to ombudsman but even then they still don't get it right. I haven't had one person from there that has any idea, transfer after transfer, repeating everything 5 times, they record all our contact so here's an idea telstra read previous notes before asking anything.
I think every Telstra Customer knows this. Customers are treated with disrespect, if they show anger from past regretful experiences Telstra pours onto them. Straight away the point of the call is lost. Even if u rang because of the abuse u suffered, like me, the point of why u went there in the first place is lost completely. If a General Manager, Senior Manager, Board Member was there at that instant your experience would be the complete opposite. They would sit, listen, be curtios, curious as to y u called first. No matter how angry u r, u r the customer, without u this Corporation, Company when it first started would not operate. Their deals, extras with a sale are, im sorry i treated u like a moron that time and bought u to tears. Both men and women have experienced that turbulent frustration. Dont forget this, its called a letter. Any of u who feel this is a hopeless game, which it is, send a letter....Attention General Manager, Telstra Head Office, then the address either to Melbourne or Sydney. Make sure your letter is marked 'confidential' only the General Manager can open the letter. I want to see what happens when he gets hundreds of complaints he never sees. The idea they can control this over flow is an absolute joke. When u have millions upon millions of customers that cant get thru in less than 1 minute, no one should hold longer than that, no customer, they need more than ONE complaint number. Its called brains. In a corporation that size there should b at least 3 complaint numbers or more. Then more staff if needed. A 6 month training course on how to handle agressive customers just by itself. Coz at the moment we are fuming, raging, angry, tearful, VICTIMS of yr out of control corporation.
Very, extremely, unfriendly, abusuve female team, 2, at the Warragul Store. Wish the General Manager at Telstra Head Office could see and view footage 23/6/2023. If they dont delete b4 hand. Should b sacked on spot how they treated me. Banned me from store because i got them into trouble previously, would not help, told me to get out of their store. How rude, to a 65 year old customer who went for desperate help. No emergency communication if needed. They didnt care bout this customer. Went straight to Wolf across road. Spent 2 hours helping me. Moisture in both tablet, phone port. Telstra would not have spent that time helping me. Am more than dissappointed. Am ashamed, such abuse was thrown at am elderly citizen. Security should lead both females out of the store, tell them to go home for 2 weeks. Then look for another job, not in customer service.
Telstra Roaming customer , I am still not receiving or making any calls , I am paying every single day 10 a day , I have no access to money or to transfer money because I need an sms , which I can't do cause teñstra has blocked my phone.
I have sent about 12 emails to telstra and they replied back once saying the faults team will ring u ,however my phone nunber is blocked so they can't call me ..
And then they say reach us thru the telstra app, I ha e sent about 300 messages thru that app, nothing has happened.
Today I sent a friend to a telstra shop to try and help my situation and still the retaining arm can not do anything at all, u have to ring the internacional roaming nunber .
So I am stuck , I think my next step is a current affaire, this is a live issue , I am still overseas qoth no money and noone from teñstra will help me..
Non existant customer service,
I am paying 10 a day for International roaming while overseas and am not receiving anything for 24 days now , the telstra customer service number is not existant, I have rang over 34 times n noone can help , they say we will put u thru to the faults team n then they hang up on you.
if there was a no star option I would have selected that. I don't want to talk to an automated system. why do they need my birthdate if I'm trying to send a complaint. When you get to the store they can't see you and only then they want to book an appointment trying to call ahead but no one answers or call back to book an appointment, don't have time to wait 45min to see someone.
10 years Telstra customers we moved house on 27 May. We went to the local Telstra shop and got good service and were handed a new Router that we were unable to install ourselves.
We return to the shop on 13th of June and they made an appointment for their service engineer to install as a cost of $240 that appointment was cancelled by Telstra as it had been badly made without an indication of what work was required. The new appointment was made for 20 June which they fail to keep. They made a further appointment for 27th of june and then cancel that rescheduling 29th of June which they failed to keep. They then made a new appointment for 7 July which they have again failed to keep.
If you have any alternative provider DONT CHOOSE TELSTRA.
The customer support phone number seems to be designed to take you in circles so you simply give up. That's what I have done.
They say they are about to cut off my service because of an unpaid bill, that their own website confirms is paid. I spent 25 minutes trying to get through to billing, being sent ti internet technical help, new services etc etc.
I've just given up. You can't get through to anybody, the voice recognition fails EVERY time.
For some time I have endeavored unsuccessfully to have Telstra address me by my name in all forms of communication and they continually refuse to do so. I was informed in a recorded conversation under the Surveillance Act Victoria, that Victoria is experiencing a total outage that will last until the 12th of May 2022 and that this is why my phone was not working. My plan was changed without my consent after which I only had usage of Emergency calls only. My data and total of days left were deleted, and then only partially restored. No one was able to contact me and I was unable to contact anyone. I do not pay $40 per month for no service. Additionally, I was given a false complaint case number. When I made a complaint again afterwards I was not given a case number which apparently contains eight numbers. After some insistence I finally received a complaint case number only to have them contact me again without my name being used. Telstra is totally unreliable, unprofessional, antagonistic, discriminatory, rude, and they beligerantly choose to inflame a situation rather than resolve an issue.
I have been a Telstra customer for 12 months and have been deeply disappointed by their customer service. There is actually literally no way to call them and speak to a real person about an issue. All that happens is you are directed to online chat and hung up on. I tried ten times. The online chat however, is equally useless. It isn't "live" but rather a situation where you message and have to wait endlessly for a reply. It's basically just email. I am switching this week when my contract runs out to Vaya. They are 1/3 the price and always answer the phone!! Outrageous!
why is my phone off connection for the last week and also over Easter I have had a Cable/bundel for 1 week and can't connect my wifes address lonidoyle3@bigpond to theMozilla thunderbird site as they want a password for her acc. which I have never received. Can you give me this password.
My acc No is And when will I have a phone line.I am nearly 79 and thought my electronic needs were simple for an older head.
November 30, 2013
To Whom It May Concern:
I am a Telstra customer. I depend upon my smart-phone for work-related communication and often take pictures with it, especially when hiking. I recently sent it in for repair here in Alice Springs and was given a loan phone while it was away. I did not receive any instructions on how to use the phone. I assume it was assumed it was intuitive. I did manage to figure out some simple uses of the phone. I took some pictures on my daily hike up Mount Gillen - some very good ones I must say. When my Samsung smart-phone was ready to pick up I asked my wife to ask the Telstra customer service people in Alice Springs if they could help download the pictures I had taken because I had not been able to figure it out myself and valued them. The response she got was to try it again myself. I did without success.
I returned to the store myself over the weekend (the store hours do not allow me to attend during the week). The service and support people in the Alice Springs Telstra store were not able to help me. I made several suggestions myself but I was told they were not possible (e-mail the pictures from the phone, download the pictures to a computer - then to a memory stick, download them directly from one phone to the other, etc.). I was given another option - to try to download a driver that was needed. I left the store without my Samsung phone and tried the advice I was given with the loan phone. It did not work.
I am disappointed nobody in the Telstra store could help me with what I assume should be a simple task for an employee familiar with the technologies involved. The pictures are just memories now and cannot be retrieved - what a shame. I have to wonder if the concept of customer service is understood, especially by the younger generation. I am older, technology challenged, and tried my best and failed. I asked for some help and received advice that was unproductive - on several occasions.
I do not want anything from Telstra - no apology - nothing. I only want to ensure my disappointment is registered with the hope someone can learn something from it and make some meaningful changes to attitudes, awareness, empathy, policy, and procedure within the organization.
Sincerely
Dr. Scott Lang BSc, MD, FRCPC, FANZCA, CertConRes
MY EXPERIENCE TRYING TO GET BROADBAND WITH TELSTRA HAS LEFT A SOUR TASTE IN MY MOUTH,I FOUND TELSTRA TO BE VERY ARROGANT AND RUDE AND UNCARING,THAT THEY HAVE JUST LOST NOT ONE CUSTOMER BUT AS MANY AS I CAN STEER AWAY FROM THEM DID NOT EVEN WORRY THEM.
THIS IS AN ORGANISATION THE JUST DON'T GIVE A CRAP ABOUT THEIR SHAREHOLDERS OR PUBLIC
I would like to say that I am appauled about the customer service at Telstra Armidale NSW Shop
One day I went in and waited over 50 minutes to be served. Oh a polite person came around to say did I want an appointment the next day. No I had already waited 50 minutes I would like to be served now.
I went in the next day only to asked again to make an appointment. They then said that they would text me when I was next in the cue. i was texted to come back as they were ready to serve me but then I was still waiting 20minutes and no service but the appointment girl could walk around and dust shelves rather than serv. I walked out and will not be back to this shop. Telstra you need to review you custer service practices as they are appauling.
we bought ous son a telstra touch pad phone for his birthbay in april this year, since then the charger does not work, we ordered a new one through telstra in armidale shop,they said they would ring when they got it, 2months later i went back into the shop, they have no record of it and they dont have one, they told me to go to other shops to get one, i asked, why sell it if you cannot get spare parts for it, in a nut shell they dont give a f and was pleased i left the shop, it is a poor effort from our supposed countrys leading conmunicattion centre, i am left with a ph i cannot charge the battery,it is now basically a $300 dollar piece of s, that sits in the cubboard, thanks telsta,for your f pathetic efforts, and it turns out i cant even swear in this complaint
Shanelle (your Customer Support Personnel at Telstra, Dandy Plaza), must be commended on her persistence. When all attempts failed, and I was ready to leave (resigned to the fact this issue would have to be revisited at a later date - when old accounts were migrated to new), she tried one last approach and the issue was resolved. For her persistence, dedication and overall knowledge, she is an asset to your team. BRAVO!
After 35 years of having a company phone I have recently retired and had to transfer the phone into my name.
I had been referred to the Telstra shop at Port Melbourne and let me say what a seamless transition it was thanks to the very helpful and capable Jett.
I would recommend Port Melbournes Telstra shop to anyone.
Excellent service thank you Jett
Finding Telstra website and app too complicated and difficult to use, it was a pleasant surprise to deal with Rhianna from Telstra store at Noosa Civic. She activated and completed porting mobile from one server to Telstra. She also solved a communication issue I had between 2 mobiles. I am very grateful for her professional and kind help and support and thank her.
It is not like me to say good things about any telco, but I have had several very positive experiences at the Melbourne (city) Telstra store. Knowledgeable and friendly service and all problems were resolved. Yes, a bit of a wait, but all issues (and some were a bit complex) were competently handled. Thanks Corey and Joshua.
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