Optus - Worst Customer Service Ever Today!

vegemite2008 on 07/10/2017 - 14:23
Last edited 07/10/2017 - 21:18 by 1 other user

I purchased one of the $30 (promo $10) Optus mobile broadband starter kits online (Optus web site).

Problem was I could not activate the sim card. I contacted online support and they failed to activate. Told me to go into an Optus store and ask them to activate. They failed.

They gave me a $2 sim and said to contact online chat and they would transfer the credit from the starter kit to the $2 sim card.

Online chat confirmed that several of the starter kits purchased online were faulty.

She could not transfer the credit (the data), I then asked for a refund. She could not do that.

She then told me to sign up for a postpaid mobile broadband service, they would waive the first month and then I could cancel?
I have decided to walk away from the $10 as this is taking too much time.

She also said that by giving me a free $30 month they would take a $30 hit?

I should have asked if her name was Mrs Optus.

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Comments

  • digitale on 07/10/2017 - 14:28

    They should be able to transfer the credit after 5 days

  • Aniseed Steed on 07/10/2017 - 14:31
    +2

    Lodge a complaint with TIO.

    https://www.tio.com.au/making-a-complaint

    • vegemite2008 on 07/10/2017 - 14:33
      +1

      I was going to lodge a complain with the ACCC but I have spent too much time in relation to a $10 starter kit.

      • Aniseed Steed on 07/10/2017 - 14:39
        +18

        Lodging a complaint with TIO takes a couple of minutes. Your original post could easily be copied and pasted on the online form.

        • zerocritical on 08/10/2017 - 07:27
          +1

          That's the exact thing happened to me. Exactly the same procedure.. I'll lodged a TIO

        • DebBol on 08/10/2017 - 08:25
          +5

          @zerocritical: Unbelievable this happened to my hubby about 3 weeks ago he was like a dog with a bone he said might be only $10 but it was my $10

  • vegemite2008 on 07/10/2017 - 14:32
    +1

    I have lost my confidence in their online support.

    First chat I had in relation to this issue, kept telling me to go back to the Optus store where I bought the starter kit.

    I kept telling her that I bought it online. But she did not understand.

    After I told her that I bought the starter kit from the Optus store which is an Internet based online web shop, she understood that it was purchased online.

    • scrimshaw on 07/10/2017 - 14:34
      +2

      I chatted with them about three times. Once on the phone and twice on LiveChat.

      Resolution: they gave me a free recharge instead. Ask them to forget all about the credit transfer (this is slow , unreliable) and opt for a recharge.

      • vegemite2008 on 07/10/2017 - 14:36

        I told her I was happy to get the data transferred onto another sim card but she could only give me 4GB. The starter kit had 7gb + 7 gb.

        • scrimshaw on 07/10/2017 - 14:44
          +1

          Yeap, same. Mine was supposed to have 4+10 GB. I ended up with just 4GB.

  • vegemite2008 on 07/10/2017 - 14:34

    Thought I post my experience here, hopefully an Optus rep will read it.

    • bobwokeup on 07/10/2017 - 20:26

      I've had a similar experience since joining Optus for the EPL offer. I thought about posting but to be honest the reps don't care. The online support is terrible. They can only answer basic questions and even then it depends on who you get as you get different responses. Tried to get my wife on the same deal but as she was already a customer they wouldn't do it. I pointed out that it says "New and recontracting customers". Heaps of Ozbargainers pointed out the same and next day they change it, but I noticed it was still the same in the Critical Information Summary. Had so many issues since then from activating, setting up online account (you have to wait until the port is fully complete even though they tell you to setup an account as soon as you've "activated"), changing my wifes plan and finally transferring into my name so we could data share was also a nightmare.

  • Kail on 07/10/2017 - 14:38
    +1

    I'm confused, they sold you a product that does not work, why can they not refund it? Don't they have to by law?
    Can you do a chargeback if you bought it by paypal/card?

    • vegemite2008 on 07/10/2017 - 14:44
      +5

      I will tell AMEX to initiate a chargeback. Yes, they have to refund a faulty product or replace it.

      • Kail on 07/10/2017 - 14:57
        +5

        Crazy that you have to chargeback, they should just give you the refund or replacement. Sorry you had to go through such an ordeal!

      • Slippery Otter on 08/10/2017 - 19:48
        +2

        Oh and Optus pays I think $35 charge back fee :) Unless AMEX and Optus have some sort of agreement in place.

  • poboy on 07/10/2017 - 15:06
    +3

    I saw this deal on Ozbargain about a month ago. Someone posted a similar customer service fail story… Put me off buying the Sim.

    I am sad for you. But on the flipside I feel validated.

  • [Deactivated] on 07/10/2017 - 17:00
    +3

    yeah, I was lied to when I spoke to optus online chat when signing up online. They assured me my number would not be ported without me calling up to finalise it. 3 days later my number is ported and my sim card hadn't arrived. Zero (profanity) given by optus after the fact. I required my phone so it's not like I just missed calls from my mum. Anyway, on Telstra now and much happier with much better coverage.

    • Ozpit on 08/10/2017 - 09:26
      +7

      Never underestimate the importance and value of calls from your mum. When she is no longer with us/you, you would pay $1000 a minute for coverage that would allow you to receive a call from her.

  • vegemite2008 on 07/10/2017 - 17:12
    +3

    I also have a Telstra Prepaid service. Very happy with their customer service and quality of network.

    • HeWhoKnows on 08/10/2017 - 15:29

      I think they sue the same call centre in the Philippines

    • berry580 on 09/10/2017 - 00:17
      +1

      Probably luck of the draw.

      People in the Telstra call centre sometimes don't know wtf they're talking about either (i know when experience when i had to help my wife fix up her business line)

  • kipps on 07/10/2017 - 17:13
    +2

    You should lodge TIO complaint. Don’t reward Optus by letting them take your money for nothing. It will cost them more than $10 to deal with the complaint and maybe they might address rather fundamental failings in their customer support.

    • HeWhoKnows on 08/10/2017 - 15:28
      +2

      Much easier just getting transaction reversed by your cerdit card company

  • Wystri Warrick on 07/10/2017 - 20:38
    +1

    Ah Floptus

  • [Deactivated] on 07/10/2017 - 20:55
    +2

    Sounds like my cable issue - when I got cable I asked them to port the number. The short version - they didn't port the number and are now unable to as there is live cable on the line. It appears this is my problem, not theirs. Their phone support solution - get another cable account and pay another joining fee, etc. The matter is now with the TIO but it took them (Optus) 2 weeks to make contact with me after the case was lodged. We are now working towards getting my original number back.

    • knasty on 09/10/2017 - 14:35

      I had a similar issue - took 6 months and over 12 hours of phone calls, emails and chats to resolve. I thought Telstra was bad but Ive had nothing but trouble from Optus on both home cable and corporate mobile plan.

  • wabster on 08/10/2017 - 08:09
    +1

    I have to agree Optus service isn't what it was. I recently left Optus Cable in Sydney (quite sudden sale of house and retirement move) and moved near Bundaberg QLD.

    I terminated cable and asked they give me three months continuation of access to my email pending getting a BB Net account up here. They couldn't give me NBN/ADSL so I took up the Home Wireless option. Signed up in Optus Bundaberg, was assured email would port over. After 90 days from ending cable, sure 'nuff email dead.

    I spent over 2 HOURS on chat getting it fixed, and my wife's email account under mine has been deleted irrevocably. These bloody Telcos seem to forget we don't give a flying fig if different areas deal with an issue, I should be bloody transparent to customers for heaven's sake.

    I just wish I could find an email for a customer service executive in Optus to send the log to. It's 2 hours plus I'll never get back. Hopeless.

    • HeWhoKnows on 08/10/2017 - 15:27
      +3

      This is exdactly why you should never use telco emails, rather something permanent such as gmail, yahoo or icloud if you are an apple person

      • kipps on 08/10/2017 - 15:54

        It is far, far better to have your own domain name. They are about 8USD/year and you can even find domain registrars (eg Namecheap) that do free email forwarding (ie to your free webmail account) if you want to save on paying for hosting.

        • HeWhoKnows on 08/10/2017 - 15:57

          yes, there are other options. I just named the common ones. Hence the wording "such as". Just keeping it simple.

  • Aniseed Steed on 08/10/2017 - 09:02
    +3

    Sometimes it seems like more trouble than its worth to lodge a complaint but I feel thats the only way to "keep the bastards honest", so to speak. It not only benefits me, it benefits other customers, especially when more aggrieved customers do the same. Companies will then be forced to change their behaviour to avoid damaging their reputations and losing customers. Not holding them accountable simply encourages and perpetuates their bad behaviour.

    In any case, that's my belief and what I've been doing for years. On more than a few occasions, not only did I get a refund/replacement, I've also been given freebies (credit card points, credit towards my account, $, etc.) as compensation. It's a win-win situation.

  • [Deactivated] on 08/10/2017 - 09:06

    They have decided to end the only decent plan I used.
    $2 a day for 1gb of data deal.
    Will have to find a different data provider by the end of the month???

    • HeWhoKnows on 08/10/2017 - 15:24
      +1

      $2/day = $60 per month. Thats rather expensive!
      Especially as you are highly unlikely to consume 1GB every day
      For that money you can go on a plan and get a phone included!

      • [Deactivated] on 08/10/2017 - 18:51

        If the $10 starter packs were bought at $1 each then it would be $6 per month max ,and if you have a dual SIM phone it can be very useful.

  • tinyorca on 08/10/2017 - 11:03

    Optus chat is hopeless. I chatted with about 5 different people when I got my recent mobile plan and they all told me different things.
    I asked another one about my broadband and they lied too.
    They used to be really good and helpful & I do think there still are a few helpful staff members but the rest are hopeless & they are also really slow at responding to questions.

  • HeWhoKnows on 08/10/2017 - 15:23

    Just DEMAND a refund to which you are fully entitled either via online or through a store and if not go through your credit card company and get them to reverse the charges

  • JUSTINO on 08/10/2017 - 16:15

    That is so rude

  • zzhealthyeveryday on 08/10/2017 - 16:57
    +3

    I paid $5 to buy an $30 Optus sim card on Sep.28,2017 online, there's a Promotion in Optus website $30 SIM for $5 (Activate on chosen plan within 30 days of purchase. Offer ends 10th Oct 17.).

    I tried to activate this card on 8th.Oct.2017, but failed. Then I Live Chat with Optus to get help on activation and was told this SIM card is INVALID, then I was requested to pay $30 to activate it. I did not accept it because I paid $5 to get this $30 SIM in Promotion. After that, the staff asked me to pay $2 to buy a new SIM to active it. I rejected it again and asked for refund. But the staff refused to give me refund.

    Thanks for sharing information on TIO, I will lodge a TIO complaint.

  • dangerdanger on 08/10/2017 - 18:57

    Attempted to port my number from Internode (Optus) direct to an Optus account. Was given the run around for 5 business days and no luck. Three Optus customer service guys PROMISED a solution with 24hrs each time, and each time I called back it still did not eventuate.

    So I ported to a whole different carrier. Very bizarre that Optus can't be f'd. Business lost.

  • Hirolol on 08/10/2017 - 19:54

    Yeah I hate optus too.
    I received my first bill in the mail, then the next month I received it again but it had a paper bill fee on t, I was thinking wtf they never told me about this.
    So I checked the previous bill and it said save $xx by switching to paperless.
    To me I thought it should say if you don't switch to paperless you will be charged.
    So I complained to the online chat and they gave me a refund of $2 or how ever much the paperbill is worth.

  • Seraphin7 on 08/10/2017 - 20:14

    Optus. 'Nuff said. Awful operation. Never again.

  • portard on 08/10/2017 - 20:19

    Optus online support is retarded. I did a live chat to inquire about switching my broadband plan, the optus rep says sorry I am still under contract. I say no I am pretty sure my contract was over YEARS ago. I speak to a different optus rep and they say no I'm not under any contract. Like wtf how do you mess that up? It probably says clear as crystal on my account profile whether or not I'm under contract

    They've done other stupid shit too that I would expect from budget telcos

  • vivasawadee on 08/10/2017 - 22:14

    Yeah they are pretty bad.

    I ordered a sim with $30 a month 14GB and EPL.

    They sent the contract via email, stating $45 a month.

    The sim came a week later. I tried to resolve the price differential before porting but nothing could be done until I got my first bill? No thanks.

    Somehow my EPL login still works, so that's a win.

  • [Deactivated] on 08/10/2017 - 22:59

    Pretty much the same thing.

    Do you think it was a blatant lie as the 4+10 for $5 was kind of too good to be true.?

  • donnot on 09/10/2017 - 00:12
    +1

    Same issue with the $5 for $30 sim kit. Called PayPal (couldn't lodge a claim online) and got my $5 back in <2 mins.

  • imcold on 09/10/2017 - 09:48

    I'm currently using the Optus data SIM 14gb, that took 4 days to sort out.(3G of my time)

    Plus I had to pay $2 for a data SIM.

    In the end what worked for me is the preconnect apn for 3G and restarting my device. Support had suggested the 4G APN.

  • idonotknowwhy on 09/10/2017 - 10:27

    This sort of sh!t is the reason I left Optus 5 years ago. Billing errors on their side almost every month!

  • jaylee88 on 09/10/2017 - 10:36
    +1

    Yea just walk into a store and ask for help mate. The online call centres are overseas and have no idea. Just not worth the time and effort anymore

  • [Deactivated] on 09/10/2017 - 11:10
    +2

    I heard telcos are in cahoots with blood pressure pharmaceuticals.

  • Brainwhacker on 09/10/2017 - 11:36

    Optus support is hopeless; had to waste a lot of time before they could get the EPL on my account and then to remove the excess charges

  • NEEDHELP on 09/10/2017 - 12:40
    +1

    There isn't much competition in the Telco market, therefore shocking companies like Optus can get away with murder. I don't know how they still remain in business if you look at Product Reviews and see how many 1 stars they have. The EPL has also been a disgrace!

  • Micky14 on 09/10/2017 - 12:44

    I've had the exactly the same problem with you!!! I couldn't activate my sim. And ask for a refund they still couldn't do that! The worst company ever!!

  • PAOK11 on 09/10/2017 - 13:22

    This is why you do nothing online with Optus. I learnt the hard way, even if it says online only go in store & they will do it for you !

  • porkupine888 on 09/10/2017 - 13:50
    +1

    The consensus seems to be that anyone whom purchased this deal the last minute and tried to activate the sim card before the promo date of 1/10 basically got shafted as the sims were not registered on the optus database appropriately - probably a OPTUSFAIL from fulfillment back of house - so they just sent sim card that were DUDS even tho directly from OPTUS and not a reseller.

    What happens next is indeed a pain in the rear to address because you have to get a "replacement" sim card that they can confirm can be activated properly, but then when that does happen - your service needs to be active for 3-5 days before they can actually see the service on their back of house system to be able to credit.

    It's a torment for the $5 promo or whatever promo you purchased - but hey, if you need the 14gb …. it might be an ozbargainer's works' worth….

    god bless ya'll :)

    • apple2016 on 09/10/2017 - 16:20
      +1

      I got the sim from office works using price match. Still it had the same issue.
      Could not activate.

  • optusprime on 09/10/2017 - 13:51
    +2

    Dude, always go to the TIO

    anytime anyone goes to the TIO it will cost Optus money

    in the long run, that'll teach them, I've been telling all my friends to do that for years.

  • Matslurpee on 09/10/2017 - 14:47
    +3

    Vodafone is much easier to deal with, Optus are terrible.

  • apple2016 on 09/10/2017 - 16:19
    +1

    I bought the $30 pre paid for $5 and it had the same issue (Failed to activate). I did not bother chasing up this as the cost was not worth the time & effort.

  • Karaxela on 09/10/2017 - 18:16
    +3

    Hey OP

    I was a former Optus employee just a few months ago so completely understand your frustration. I understand that the complaints system and communication between departments and sales channels is disjointed and not standardised like we would expect.

    Unfortunately alot of the online staff and main call centre is offshore and is often
    confused and try palm you off or spin off an excuse when you raise a problem off their script.

    I strongly suggest you go back into an Optus store and raise this with a store manager. Explain the full story that you have been palmed back and forth with no solution . Be firm, but not rude. The manager should be able to either escalate your issue and follow up on your behalf without any further action from you or provide you an equivalent recharge and raise a case on the back end so the stores credit and cash flow is not dishonoured.

    In any case for any issues or complaints.. It is important all customers are aware that Even if your purchase or issue is not related directly to the store, The store is still obligated to follow up on your behalf for a solution and contact you back on your enquiries or issues and not simply palm you off to another channel.

    Hope this helps

  • Oz8argain on 19/10/2017 - 13:27
    +1

    Got $30 mobile broadband SIM from the Optus online store. The SIM was unable to be activated. Called customer service the guy kept asking me for its mobile number, its not on the packet. Then he put me on hold and hung up on me. The second person I called was a little more helpful and tried to activate it but can't figure out why it doesn't work, told me to go to an Optus store and she will call me back to check on me in 2 hours. I went to the store on Elizabeth st, the rep said they can't do anything since it's not bought from them and proceeded to put me on the phone again to customer service. They told me to get a new SIM then will call me in 24 hours to proceed with a possible transfer of credit. It has been almost a week, probably won't expect either of the phone calls from anyone anymore… I'll take the loss… No one knows why the SIM doesn't activate and no one seems to willing to help beyond telling me to wait.
    I tired again next day, I was put through to customer care then redirected to tech then redirected to sales then redirect to activations then redirected back to customer care. Wow full circle on a merry go round. Optus are the real trolls of the telecommunications !

    • Quantumcat on 20/10/2017 - 09:24
      +1

      Submit a TIO complaint

  • Ragnarok1982 on 20/10/2017 - 17:34
    +1

    the billing error with them is ridiculous. i have to check it with them every month.. how could a telco so big not have a decent billing system in place is beyond my comprehension… or maybe they just overcharge everyone a bit here and there and see how much they can get away with. TIO should really look into them, hand them a massive fine for “fraudulent” billing.

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