August 12 - It couldn't get any worse, could it?

Part 4 - 12 August

I read the comments in Whirlpool to find out I am not the only one who gets hung up - upon

and I went to TOLL couriers today, man they have been so nice, nothing was too much trouble for them. They showed me the original consignment request from Optus with the wrong delivery address (so they couldn't even leave me a card to say they couldn't deliver my package). 

Anyway I had to wait a few minutes there, while this person in front of me was in tears about her phones, one had been delivered but the other two were still in Optus's hands in Sydney apparently. Despite Optus informing her they had been dispatched. At least Optus told her they had been dispatched. Too bad the lady was supposed to be leaving the country tomorrow, maybe she could pop into Sydney on her way overseas and pick up the phones?

I attempted to email Optus - so I could email attachments to show them what happens on their web site (like this previous post) so I sent off emails to the only Optus emails I could find

pers_mail@optus.com.au, 
OptusWholesaleWeb@optus.com.au, 
cis.support@optus.com.au domain@optus.com.au, 
hostmaster@optus.net.au

Dear all,

sorry to cross email - but these are the only emails I could find when I viewed the various forms on your web site (view source.... don't you love reading HTML?).

eg. https://www.optus.com.au/portal/site/aboutoptus/menuitem.8ec78f21a99f2c66d0b61a108c8ac7a0/?vgnextoid=befcbab5610b1110VgnVCM10000029867c0aRCRD, whirlpool - eg http://forums.whirlpool.net.au/forum-replies-archive.cfm/769200.html and whois

Wish me luck....

Benedict

I got two bounces

and one reply from OptusWholesaleWeb@optus.com.au

Hi Benedict,

This dropbox does not handle customer billing disputes.

You need to refer all billing disputes to Customer Service on 1300300937.

Regards,

Web Analyst/Administrator

Systems & Implementation | Optus Wholesale & Satellite

1 Lyonpark Road, Macquarie Park NSW 2113

Polite, but no offer to forward my email on to whomever I need to communicate with.

And the two bounces:

<pers_mail@optus.com.au>: Recipient address rejected: User unknown in relay recipient table' (delivery attempts: 0)

<domain@optus.com.au>: Recipient address rejected: User unknown in relay recipient table' (delivery attempts: 0

So even though I emailed these address. I wasn't on their whitelist, so I can't even communicate with them. 

And I got a customer quality service phone call as I write this asking me how I felt about the service. I am tearing up in frustration as I write this. The CSO asked about my phone call to Shane on Monday - and I said what about my problems Tuesday and Yesterday and my postings to the Optus web site?


CSO:  "I am sorry I cannot access these" - sigh. 


me: Can I email you my letter describing the problems? 


CSO: "Oh no we don't use email". 

Oh and for the record I have no complaints about the individual human staff, just the structure, web site and disorganised infrastructure. If I was having trouble with the staff I would have asked to speak to a supervisor and the supervisor's supervisor if I thought it would help. (More on that later, when I talk to Amin from 'retentions" - which from what I hear can't do much anyway.*)

Anyone out there, do you think there is anything to complain about to the TIO (yet)? As, unlike, another telecommunications provider, it is just gross incompetence, systems failures, probably severe understaffing. 


Optus must spend millions on advertising but wastes their opportunities at the other end. Turds do not polish well.


g'night
Benedict










* http://forums.whirlpool.net.au/archive/1017400
from this site there is an interesting quote: all I can think to reply, is been there, tried that, bought the t-shirt and ... well nothing .....


As I said, all this is judged base on a case by case basis, if you say you have been with Optus for more than 5 years, good payment history, and has multiple services under one account, then advice the rep that if they cannot do anything about the cancellation fees, you would port out to another carrier.