Highly Negative Experience with Aussie Broadband OzBargain Deal

utsc on 09/01/2020 - 13:25
Last edited 13/01/2020 - 09:05 by 1 other user

I signed up for the Aussie Broadband Ozbargain CYBER20 deal on 02 December at 3.01 AEDT as per deal with the code CYBER20. I was amount the first few people to sign up. Their system accepted the code and I did not have invalid code message.

https://www.ozbargain.com.au/node/502383/

Never received the $20 off first 6 months or the $30 account credit. I called Aussie Broadband customer service and they refused to honor the deal and asked to be transferred to the Manager.

Zach one of the "managers" come on the line and said the following:
Cyber deals were for only for November and you signed up on 02 December and hence obviously you won't qualify for the deal. I explained that Aussie Broadband marking staff had only posted the deal on OzBargain on 02 December and how could possibly sign up before that and for which he wanted me to supply proof. So I email him the OzBargain link as proof

Zach calls me back and says yes the deal was valid but I was not the first 200 customers to sign up. I informed Zach that I finished signing up at 3.01 AEST and he could easily verify that I was among the first 200 by checking the enrollment time of the last person to qualify for the deal. (earlier the customer service checked and acknowledged that I was one of the very first people to sign up at 3 pm) Zach said I am sorry even if you were the first 200 people to sign up I can not do anything because the our app did not pickup the code your entered and unless you can provide me proof that you entered the code I can not do anything.

Bottom line is Aussie Broadband was finding various excused for not honoring their promotion. I am thoroughly disappointed with the customer service and attitude of Aussie Broadband. The best they could do was 1 month free. I though two months free would have solved the problem.

I read so many positive reviews in this forum about Aussie Broadband and switched from Belong. Now I wonder if the reviews posted in this forum is genuine or engineered marketing. I say this harsh worlds because I was with Belong on NBN 50 and my peak speeds for similar to Aussie Broadband (above 40 Mbps) and I only paid the everyday low price $65 per month. I did not have to pay the inflated price of $79 and run behind them virtually begging for a $20 discount even that only for 6 months. In the long run Belong is cheaper and Aussie Broadband is no better than Belong.

I was tricked into switching to the so called superior broadband provider Aussie Broadband by some some questionable reviews in this forum.

I would make a complaint to ACC regarding this issue because its false marketing and bad service.

I hope Nicole from Aussie Broadband informs head of marketing about this issue.

@Aussiebroadband

Internet

Related Stores

Aussie Broadband
Aussie Broadband

Comments

  • profar on 09/01/2020 - 13:32
    +6

    Its really becoming a joke what big companies think and are getting away with .

    Well I guess to maximize profits for shareholders they are doing the right thing knowing the lack of enforcement that around nowadays playing percentages .

    • brendanm on 09/01/2020 - 14:17
      +2

      Wow Aussie broadband is a listed company now?

      • Hithere on 09/01/2020 - 16:01
        +1

        Aussie is still finalising a $25m capital fund raising project and will be listing on the ASX sometime this year.

    • [Deactivated] on 09/01/2020 - 14:26
      +3

      "We’re privately owned (and Australian from the ground up)
      We’ve been in business for more than 16 years, and we’re all Australian owned and operated. In a time when it’s common to shift support offshore, we invest in local jobs – because we think it’s the right thing to do by our staff and our customers.

      Our call centres are based in regional and metro Victoria, supporting you with all-Australian technical expertise and assistance."

      So will you actually now condemn private businesses and local service centre staff?

  • HighAndDry on 09/01/2020 - 13:35
    +7

    You should've messaged the Aussie Rep here first. Do that now and see how it goes.

    • spackbace on 09/01/2020 - 13:48

      Yep here

    • utsc on 09/01/2020 - 14:39
      +4

      I did but the rep was last online two days ago but I did speak to the Manager and even sent evidence.

      Some people sing praises about Aussie Broadband customer service and created a big hype in this site a

      Therefore I wanted to share the real world experience about Aussie Broadband with fellow members is this forum

      • HighAndDry on 09/01/2020 - 15:15
        -2

        Call centre customer service is always going to be hit and miss, and it's not unheard of (even common) that a 'manager' in a call centre is just the call centre guy next to the person you're talking to, telling you the exact same lines but in a different way.

        This was seemingly an OzBargain special, so the normal support staff might not be aware/not trained on it.

  • pantsparty on 09/01/2020 - 14:20
    +7

    I am a happy real customer of Aussie Broadband. I received good service from them when I initially signed up.

    I am surprised that they didn’t fold and give you the discount when it’s so obvious that you are entitled to it. It sounds like they don’t have a leg to stand on. I would keep following this up, through the TIO if necessary.

  • pinchies on 09/01/2020 - 15:34
    +3

    Seems cut and dry. You deserve better OP. Sounds like they gave you the run around, tried every excuse on the list, and still failed to honour the offer at the end of the day.

  • c64 on 09/01/2020 - 15:44
    +1

    sounds dodgy to me

  • apsilon on 09/01/2020 - 16:28
    +3

    Fortunately you're not locked into a contract so perhaps you can return to Belong given they're cheaper for the same level of service (so I'm not sure why you were unhappy enough to leave them in the first place).

  • wetsandwich on 09/01/2020 - 16:43
    +3

    I'm in one of the big aussie PC gamers facebook groups. Any time you mention AussieBB once there, about 20 people leap into action saying how they're the saviours of the world and you will die if you don't sign up with them. Not quite, but you get the idea. And oddly enough, there are 5-10 new posts per day 'just about to sign up for internet, should I go with AussieBB??' and of course everyone piles on saying there is no question about it. They never ask about any other ISP. Yet in the real world any other ISP is realistically fine and probably way more popular. So I do suspect most of the exuberant praise for them is paid/fake.

    I've been very suspicious because how good can working internet actually be that so many people go so wild about it telling everyone? I'm with TPG and I don't tell anyone about that even though it works fine all the time. I have a great bank account and I don't tell anyone that X bank is the lord, messiah and saviour.

    • HighAndDry on 09/01/2020 - 16:56
      +3

      Haha, I'm with TPG and I'll happily (though yeah, not too proactively) tell people that they've been pretty great in my experience, from ADSL, to mobile plans, to now NBN.

      No complaints, quick customer service turnaround times, fast consistent speeds and low latency, competitive prices.

    • ctan7 on 09/01/2020 - 17:23
      +3

      it's not about the "working internet" but the customer service and proactive support from Aussie BB.

      if your NBN provision was straightforward, and it all worked out with TPG then good on you.

      The HFC provisioning at my house was a mess. Delayed + Incorrect provisioning + line issue. AussieBB sorted these out for me, I didn't have to call them, or to be put on-hold, or to be told "this is an end user issue, reset your router / replace your cable". They contacted NBN, they gave me correct information, and they did their best to deal with NBN on my behalf (knowing that I could leave them at any point because I don't have a contract with them). Can you imagine going through this process with the likes of Telstra or Optus or god forbib, MyRepublic? I can't.

      So yes ABB was not the savior you needed, but they were for me. Also instead of complaining about the lack of customer service from certain companies, I would give my money to a company that actually does it well.

      and guess what, I was not paid to give ABB the positive review (and I am not the only one)

    • spackbace on 09/01/2020 - 18:35
      +5

      I guess it's the same as iinet was back in the day. If you had issues, their call centres were great. If you didn't need help, you'd never know it. I went from iinet to ABB because of reviews and because if I needed it, I knew I'd get the help I needed. Just that I haven't needed their help yet!

      It's like car insurance ;) Not everyone on this site has it, but it's good to know it's there if you have it

    • sacah on 09/01/2020 - 19:53
      +6

      I went with them because so many people hyped them up. I signed up and 2-3 days later I saw a deal on OzBargin about $20 off a month for the first 6 months, I emailed support and asked if I could still get the discount, gave them my order number and they emailed back and said they'd applied the discount. I've had to make multiple, long calls to Telstra to get my $5 port in discount applied for something I was fully entitled too, where-as Aussie BB gave me a discount I wasn't entitled too with just 1 email.

      Once the NBN was connected to my building Aussie BB was right on it, I had working NBN for just over a week before some of my neighbors were just being told by the likes of TPG that NBN was available.

      Then after 5 months with them one of my friends was with Telstra, he tried to setup a gaming server for us, we couldn't connect, after a lot of debugging we figured out it was CG-NAT, he had a few calls with their tech support, they just told him it was his problem. I told him to switch to Aussie BB, they will opt you out of CG-NAT with just an email, and they were cheaper than Telstra. He signed up for them before I could give him my referral code. The next day he calls them, says he didn't realize about the referral code, the applied it anyway and we both got $50 off our next bills, this was a few weeks ago.

      I also opted out of CG-NAT to run gaming servers, it took a few hours and I had my own IP, like all their support, it's fast and on point.

      I think it's people like me who have had great experiences at every turn with Aussie BB that are excited to talk about it, I've been with lots of ISPs, none of the above situations I've really experiences with anyone else, iiNet and Internode back in the day came close.

  • Costanza on 09/01/2020 - 17:27
    +1

    Didn't you get a Welcome to Aussie Broadband/Order Confirmation email showing the promo code you used?

    • utsc on 09/01/2020 - 21:41
      +1

      I only got an email with confirmation of the plan and terms and condition

  • WilliamPowerfish on 09/01/2020 - 17:43
    +3

    Don't you hate when the underdogs are so nice in the beginning, and once they become somewhat of a larger company with moderate marketshare their mentality changes from helping the customer, to not caring if they have to sacrifice the customer just to get off the phone a bit quicker.

    I've dealt with this issue, and left ABB. It was their suggestion, I just followed through.

  • Melb69 on 09/01/2020 - 18:42
    +2

    It's actually good to have some negative posts about ABB. I am a happy ABB customer, but at the end of the day you can always switch as they don't have a contract. There is always going to be cheaper ISPs. Aside from this occasion our dealings have been quick and proactive when we had any issues. Since no real issues we haven't had to call CS.

    I do find it unusual that they didn't fold and give you the deal as it doesn't make sense for them as it just makes you an unhappy customer from the start as you were churning. Having said that if Belong were so good and cheap why move. I say if it ain't broke don't fix it.

    As per @costanza mentioned. Didn't you get a confirmation email confirming that the deal was made. That would be the evidence. You can try the threatening to go the ombudsman. If you do speak with CS keep asking for manager and same person if possible.

  • yolohobo on 09/01/2020 - 19:27

    OP - when you signed up, you should have received a 'Confirming your details' email from [email protected]

    Open it up and look for the line that says 'Promo Code'. It should appear below 'Plan/product selected'.

    The "CYBER20" code should appear there.

    • utsc on 09/01/2020 - 21:43
      +1

      I only got a confirmation email from [email protected]

    • reactor-au on 10/01/2020 - 10:27

      I also recall having a the promo code show up on one of the first email.

  • utsc on 09/01/2020 - 21:51

    Question for all those very satisfied ABB Customers.

    Have any of you tried Belong - Telstra network without the Telstra (Australian) support

    The everyday permanent low price without any coupon code is $65 a month for NBN 50 and the peak speeds are similar to ABB
    (Some people have managed to get NBN 50 from Belong for $60 but YMMV)

    Even paying $65 a month you will save $15 per month and in one year you will save $180 without any coupons (12 x $15)

    Am I missing anything? I can not understand what's the big hype of ABB here ???

    • WilliamPowerfish on 10/01/2020 - 00:39

      I switched to this exact deal. Never had an issue thus far, very happy with Belong

      • Loopholio on 10/01/2020 - 08:07

        I'm with Aussie Broadband and it just works. However, I am a massive tight-arse.. I'll have to look into moving. I did ask Aussie Broadband if I could stay on 60$ per month when my deal ran out and they said no.

    • apsilon on 10/01/2020 - 08:13

      I saw so many comments of people moving away from Belong that I didn't even consider them. I had intended to stay on Optus until they told me I only had 3 weeks to move to NBN after NBN became available at my house when I expected to have 18 months before being forced to move so I thought stuff it, ABB gets a good wrap so I'll try them as I'm not locked in via contract anyway so can move if they're not any good.

      Turned out to be a good thing as even though I'm on HFC and was with Optus as well, ABB is around 50% faster than Optus was. Sure there's cheaper places around but work pays for it anyway so I'll stay where I am until they give me reason to move.

    • Ramrunner on 13/01/2020 - 11:10
      +1

      The ONLY TWO reasons I have not tried Belong is because one of my customers had to actually switch away from them to sort an NBN issue (Belong were useless getting it fixed) and because I really don't like off-shore call centres. I have serious trouble understanding them half the time and the crackly delayed VoIP lines they use, then getting passed from lowest paid support level one, to level two and frequently level 3.

      I'm in a lucky position where I can afford to pay a little more for the service I want.

      I fully understand people will buy on price a lot of the times, and if I wasn't as financially stable might consider that myself but I always gladly pay a little more to use retailers who give full support and service (even more particularly if they're family owned and local).

      $15 monthly is not a big deal for me. I don't have things like Foxtel or huge phone bills or anything so happy to spend a little more on good quality NBN with great service.

      • yvesmpicard on 13/01/2020 - 12:59

        Belong might be the CHEAPEST , but NO SERVICES and Philipino's Centre … Where it is a REQUIREMENT to be a LIAR !!!!
        Either the Mobile and / or Internet ..a Bunch of ThIEVES and LIARS !!!

  • ozbjunkie on 10/01/2020 - 08:23
    +1

    Tpg have always been awesome for me actually.

    Free modem when mine broke, no contract renewal necessary.

    Yeah they pulled that "fixed line / mobile deposit rubbish" but you complain and they recredit it.

    50/20 for $69pm and get those speeds round the clock.

    AussieBB should probably treat their long term customers better (ie access to new customer only deals), they aren't really offering anything unique.

  • [Deactivated] on 10/01/2020 - 08:27
    +1

    I've always had excellent customer service from them and would still recommend them.

    (I don't think I've had good customer service from anyone else, except maybe iinet?)

  • Store RepAussiebroadband @ Aussie Broadband on 10/01/2020 - 09:20
    +1

    Hello all.

    I apologise for the delay in responding to this thread.

    In relation to the main post itself, utsc, this is definitely not the experience we want people to be having. For some reason, the tag in the post didn't actually tag us, so we didn't see the post until now. I really want to help you get this solved, so I'll send you a message privately to work with you on this.

    To everyone else, if you do ever have any questions, please don't hesitate to message us directly. We will always be as transparent as possible and give you a straight answer. Cheers, Nicole

    • spackbace on 10/01/2020 - 11:35
      +1

      Yeah tags don't work, so OP's was never going to alert you.

      Easiest way might be to subscribe to your store (button up top left). Not sure if that alerts on forum posts however

      • Store RepAussiebroadband @ Aussie Broadband on 10/01/2020 - 11:41

        Yeah I've never been notified about Forum posts. So strange. Thanks heaps for the info though mate!

        Cheers, Nicole

        • rompastompa on 10/01/2020 - 16:04
          +1

          Additionally, create an alerts from the Search function

          That way, you'll get an email when someone mentions the specific values (though, you might find you'll get flooded with any mention! :))

  • OzHunterNSW on 10/01/2020 - 10:31

    Just cancel the contract

  • Ramrunner on 10/01/2020 - 15:56
    +4

    "I read so many positive reviews in this forum about Aussie Broadband and switched from Belong. Now I wonder if the reviews posted in this forum is genuine or engineered"

    Steady on mate. I love ABB for the simple facts:

    1> No Contract

    2> On odd occasion I have to ring them I speak to them almost immediately in Australian English and don't have to get passed to Tier 2, Tier 3 etc. One phone call. Knowledgeable staff. No Bullshit. I can understand the language without having to strain.

    3> Doesn't matter what router myself or my friends have they work with it. None of this "Oh you're not using our router you must buy one of ours" or "we don't support that router can't help you see you later" like some others cough Telstra.

    4> Utter and complete CVC transparency. They have graphs available to all showing current CVC capacity and current usage. By the way my POI capacity never reaches their CVC capacity so no congestion from ABB end EVER up to now.

    5> NBN Maintenance outages. Being with ABB means I'm the ONLY one on my street who KNOWS why internet is not working, as ABB pass on any and all information pertaining to future outages on my connection. In fact I post it on my community FB page so my neighbours are aware. Reports I'm getting is that other providers never seem to give this information and users call their ISP unnecessarily and sometimes with the bigger players (again, cough Telstra) they sometimes don't even seem to know NBN are doing maintenance.

    So drop the conspiracy theories please about engineered reviews. There's a reason they're mostly positive. In most experiences the support is above and beyond.

    But hey, if you don't appreciate/want/need any of that by all means go somewhere cheaper. That's the beauty of choice. Each to their own.

    This has nothing to do with your discount code thingy I know just your demeaning sentence above goes against positive reviews which genuine people may genuinely give after being asked. I think that's rude.

    • utsc on 11/01/2020 - 14:15
      +1

      Well that's your point of view and I have no reason question you.

      However, this is the exact type of rumor mongering about ABB vs competitors I was referring to:

      I wish to respond to the followings inaccuracies

      1> No Contract => Why would this be a huge positive of ABB?
      Plenty of other providers including Belong do offer plans without contract
      You conveniently forgot to mention that ABB charges $149 + Postage for Modem

      2> I can understand the language without having to strain - Agreed - If you have to strain yourself to understand non Australian then it justifies paying 25% premium for ABB

      No Bullshit - I don't agree; refer to my post above. ABB tier 2 manager Zach told me that the Cyber deal posted on OzBargain was valid only for November sign up although the ABB marketing posted it on 02 December

      3> Doesn't matter what router myself or my friends have they work with it. None of this "Oh you're not using our router you must buy one of ours" or "we don't support that router can't help you see you later" like some others cough Telstra.

      Firstly for the majority of the users > 95% its simply plug and play for NBN (no complicated setups required) even if you switching providers you simply plug in the previous providers NBN router and everything stars to work without having to change anything.

      Now if you're gaming then you may have to change some settings and in that case if you're a serious gamer the you do most likely have some basic knowledge about networking and routing. Tier 2 or Tier 3 Australian support of other providers can easily help you.

      4> Utter and complete CVC transparency. They have graphs available to all showing current CVC capacity and current usage. By the way my POI capacity never reaches their CVC capacity so no congestion from ABB end EVER up to now.

      True but what's important is where the rubber hits the road. Peak Time speak. As long as the peak time speed and latency are comparable why waste you time looking at graph? Belong peak time speeds are similar to ABB so I don't care.

      5) 5> NBN Maintenance outages. Being with ABB means I'm the ONLY one on my street who KNOWS why internet is not working, as ABB pass on any and all information pertaining to future outages on my connection. In fact I post it on my community FB page so my neighbours are aware. Reports I'm getting is that other providers never seem to give this information and users call their ISP unnecessarily and sometimes with the bigger players (again, cough Telstra) they sometimes don't even seem to know NBN are doing maintenance.

      OK you know about it so what? Are you going to take your family to the movies because you know about NBN outages ? Rather Unlike ABB some other provides do offer Wireless backup when NBN down so there is NO NEED for you to know if NBN is working or not.

      *** Consequently please don't waste your precious coughs by coughing frequently while comparing Telstra! ***

      So drop the conspiracy theories please about engineered reviews. There's a reason they're mostly positive. In most experiences the support is above and beyond.

      => Forum users are intelligent enough to draw their own conclusions so I leave it to them

      But hey, if you don't appreciate/want/need any of that by all means go somewhere cheaper. That's the beauty of choice. Each to their own.

      => Forum users are intelligent enough to draw their own conclusions. So they will decide if paying 25% more to be with ABB as your suggest is the BEST CHOICE

      This has nothing to do with your discount code thingy I know just your demeaning sentence above goes against positive reviews which genuine people may genuinely give after being asked. I think that's rude.

      => True Facts can sometimes be unpleasant so I have nothing to regret

      • sacah on 11/01/2020 - 21:05
        +2

        1. Belong charge $5/month extra for No Contract, bringing the 100/40 plan to $95/month, vs ABB at $89/month.
          True Belong charges $60 up front for the modem vs ABB charge $149, though be aware Belong is giving you a cheaper modem, I don't know what differences there are, if you are a power user, maybe check if both support the features you want.

        2. The few times my area has had outages it's been useful to know I can't work from home that day, or make people aware I'll be offline if it's a small outage window. It also saves me from ringing tech support or trying to diagnose the problem at my end.

      • Ramrunner on 12/01/2020 - 18:30
        +1

        "You conveniently forgot to mention that ABB charges $149 + Postage for Modem" - nope I didn't. That was never in question, and no, I don't use RSP modems if I can avoid them. Nothing to do with gaming, just have a lot of wireless devices and RSP modems simply do not cope with the bandwidth and distance I need. As you mention you can move modems from previous RSP ("even if you switching providers you simply plug in the previous providers NBN router and everything stars to work without having to change anything.") so why do I need to mention a modem? Don't want to pay $149 for a Netcomm with ATA VoIP from ABB? Then don't. Get a cheapie from EBay or Amazon or whatever or use another one. That really has nothing to do with the initial discussion.

        Never said no contract was a huge positive. I said one of the things I like about them. Sure if people want a contract go to a provider that does them (and get a "free" modem). Or go to another that doesn't.

        Your ONE contact with their sales team trying to get a deal they reneged on (I have to admit I never saw the deal so whether you're right or wrong I can't comment on), is totally different to speaking with support about troubleshooting. Not a fair comparison.

        You came across as implying that the reviews you see on the net about Aussie broadband were "engineered" - one of your other quotes "I was tricked into switching to the so called superior broadband provider Aussie Broadband by some some questionable reviews in this forum"

        I was just saying like me a lot of ABB users actually like ABB, genuinely give our opinions when asked - and then to have them called into question by someone who had one experience on one deal and probably has every right to be pissed off don't get me wrong, but then calls all those reviews by probably very genuine people in question is very rude.

        I'm sure you have more to say so go ahead. I understand you're very angry you didn't get an advertised deal and if I were you I'd be a pain in ABB's side if it happened to me also. I just genuinely gave MY experience with ABB because in your original post you have some not so nice things to say about reviews/recommendations people give. And I do frequently recommend ABB. You will never agree with me and that's fine.

        All the best and good luck genuinely getting this sorted.

  • dvd107 on 10/01/2020 - 16:24
    +3

    I was about to sign up to AussieBroadband but if they can't honour this type of deal, then will look everywhere.
    Will follow this thread.
    Sadly, it inevitably will take bad publicity for Nicole from Aussiebroadband to fix this.
    OP - suggest you cancel your contract if they can't offer you the deal

  • Niko123456 on 10/01/2020 - 21:47
    -1

    Agree these guys are useless.

    You can sign up online but if you want to cancel you have to ring and wait in the support queue for upwards of 45 mins. So much for everyone saying how wonderful it is to just cancel the contract and move on..

    The only reason people like these guys is because of their dogwhistling that they only hire "Aussies".

    • [Deactivated] on 11/01/2020 - 08:50

      I appreciate the local call centres because I know the person I'm talking to is at least being paid minimum wage.

      45 minutes sounds like the standard wait time for ISPs. I remember waiting upwards if an hour for Optus and iinet. My wait time for Aussie was less.

      • utsc on 11/01/2020 - 15:13
        -3

        Good Point. But then I would assume it should be a debate about supporting Australian Jobs by paying 25% more and joining ABB. Honestly we should promote Made Australia and make Australia Great Again and modify our entire consumption decisions. Should not use that slogan very selectively to promote a few suppliers changing a premium.

        • [Deactivated] on 12/01/2020 - 08:12

          I don't ever want to hear Make Australia Great Again. It would be a slogan for racists. You've missed by point.

          I want anyone who's labour I am using to be properly compensated. I have no guarantee that over seas employees are not being exploited and under paid, hence I would rather use companies with local employees following local employment laws.

          If a company with overseas workforce guarantees that their staff are receiving compensation for their labour that matches what I would receive, then I would consider using that company.

  • HeWhoKnows on 12/01/2020 - 20:21
    +2

    Aussie Broadband is all talk and no action.

    Suggest if anyone wants a good NBN ISP (Good customer service) they go with either Belong or Kogan.
    Personally I find Spintel very good as well but Im still on ADSL.

    • [Deactivated] on 13/01/2020 - 08:29
      +1

      I had a terrible experience with SpinTel

  • TightTerry on 13/01/2020 - 13:18

    After struggling with Vodafone for a good 2-3 weeks i made the jump to ABB on their 50/20 plan and it has been flawless for 2 weeks now. Cant comment on their customer service or responsiveness to faults as i have yet to have any reason to contact or speak to them.

  • Store RepAussiebroadband @ Aussie Broadband on 17/01/2020 - 15:55

    At Aussie, we occasionally provide promotional offers for people to take advantage of if they choose to sign up with us. The Black Friday / Cyber Monday promotion was a very limited time promotional offer that was available from the 29th of November to the 2nd of December. To take advantage of the promotional offer, the promo code must be entered at the time the order is submitted. It is our policy that we do not retroactively apply promo codes to a customer’s account (otherwise, everyone would be applying for promo codes we’d go bust).

    In the instance that a customer notices that they did not enter the promo code against their order on their confirmation email and they contact us in a timely manner with evidence of the promo code they used, we can investigate the situation and make a judgement call.

    We have contacted the original poster of this thread directly to discuss and respond to their complaint. We believe that you #cantbeatfeedback and whilst this is not the experience we want our customers to have, we appreciate the feedback and will use this to identify how to improve our systems in the future. We regard all feedback, positive and negative, as a gift and are grateful to our customers to take the time to provide it.

  • a20c87 on 20/01/2020 - 09:41

    Same here. Received $20 credit off the first bill and now the second bill was charged full price.

    • Store RepAussiebroadband @ Aussie Broadband on 20/01/2020 - 11:28

      Hi there,

      Can you please send us a private message so we can investigate this further for you? Alternatively, you can give our Customer Service team a buzz on 1300 880 905 to see if they can work out what happened there.

      Cheers, Nicole

      • a20c87 on 26/01/2020 - 13:45

        Thanks. All sorted. Apparently the end date for the promo was setup with the year as 2019 instead of 2020.

  • utsc on 22/02/2020 - 10:21

    Reply I received from the ABB OzBargain Rep:

    Thank you once again for your patience as we investigated your issue.

    In this instance, our investigation confirmed that we could not find any evidence that you applied the Cyber Monday promo code at checkout on your application, thus the promotional offer was not applied to your account. This would have been reflected within your order confirmation and on your account and as advised to you by our Customer Service team.

    In our promotion terms and conditions, we state that promotions cannot be applied retrospectively (otherwise, everyone would be applying retrospectively) and this is the process that our Customer Service team followed when speaking with you on the phone.

    However, we understand there can sometimes be exceptional circumstances, and that you have accepted the offer for the free month made by our customer service team.

  • utsc on 22/02/2020 - 10:26

    My Reply to the above message to the ABB OzBargain Rep

    I am very disappointed with the shoddy investigation done by your team and your failed to check the issues raised in my complaint.

    How would you accept whatever your customer service team on it's face value without using your common sense?

    Remember the manager of the same customber service team "checked" and first told me that the promotion was not valid as I had joined on December 2 end and the Cyber promotion that YOU posted on December 2nd had expired in November. This is the answer I got after talking to the "Manager" as Aussiebraodband. This is should be a good indication of their attitude and investigation skills (if any).

    Secondly after investigation the Manager told me that "I was not the first 200" applicants to sign up. This was also refuted by the fact that I was the one of the first few applicants to sign up almost with a minute after the promotion became active. So excuse # 2 also was shot down.

    After the manager's first and second excuse was proven to be wrong. The manager comes up with the Third excuse which is the silliest and the most lame and desperate excuse one could come with: I forgot to enter the code.

    If I was not planning to use the code then why could I wait patiently for the exact time that the promotion was activated and join within one minutes of the promotion been activated.

    I hope at least you will have some common send to understand the above rationale

    They came up with the 3 rd excuse because they know its impossible to prove from my end that I entered the code as I am not taking a screen shot of every web page. Also in your post in Oz bargain you never advised us what to check for in the order confirmation email. I use codes in may transactions and this is the first time I am experience such issue.

    In summary your statement seems to imply that you and your team are 100% confident that your web order system works pertly and hence it should and must be the customers fault? If not how can you accuse a customer who patiently waited for the promotion to activate and ordered within one minute of the promotion becoming active of NOT entering the promotion code. Is this the so called best in the industry customer service and customer support provided by AussieBroadband?

    If you unable to change the system I suggest that you provide two months free service to balance out the discount I would have received with the promotion. Remember the promotion was supposed to give $30 credit and $20 off for 6 months.

    I have not received any reply for the more than a month from ABB OzBargain Rep

  • utsc on 22/02/2020 - 10:47

    In Summary, THIS is my REAL story and this is the REAL response from the highest level of ABB customer Care so decide for your self if paying $20 extra per month is worth the so called Premium ABB Customer Care is worth your investment

    DO NOT be deceived by reading certain engineered positive reviews about Aussie Broadband in various forums

    If you need Fast & Reliable NBN at a reasonable price, FORGET Aussie Broadband and choose Belong a fully owned budget subsidiary of Telstra.

    With Belong each and everyone of you will Save $20 a month, Every Month (not for the first 6 months), without any coupon codes, without being the first 200 and without having to argue with ABB.

    The only flip side with Belong is that one the very rare occupations that you will need to contact customer care,you will have to speak to the offshore customer care. If you get the issue escalated then you will be transferred to the Melbourne based Customer care. I think saving $240 (12 x $20) every year is worth this inconvenience

    • sacah on 23/02/2020 - 00:19
      +1

      Wow, at this rate I'd think you're getting kickbacks from Belong (-:
      Though as I said before, it would cost me $95/month with Belong for the same thing I get for $89/month from Aussie Broadband. So I will be sticking with them, I wish you all the best on Belong though.

    • apsilon on 23/02/2020 - 07:20
      +1

      How do you get the $20 saving? Shows me $70/m vs the $79/m I pay now with ABB but for a slower speed (40 vs 50). There also doesn't appear to be an option for phone?

      So how do I get $59/m on a 50/20 unlimited pay by the month plan with Belong?

    • Ramrunner on 23/02/2020 - 13:33
      +1

      Again - your view of ABB is based on a promotion you did not receive. Not someone who actually has an active connection and can comment on the speed and quality of both the connection and the service received by customer care.

      OK it is now pretty clear that you do not like ABB based on this one single issue. It really does not reflect on the actual service of the connection or any services based discussion with customer care.

      And you've now made it your mission to tell everybody how badly you've been done over and we should all steer clear of ABB.

      WE….GET….IT

      OK mate - Belong is fantastic in your opinion - we get it. Those that agree with you might now change provider, and those that don't, won't.

      Now, can we please move on? You started this thread 9th January, almost 6 weeks ago.

      It really is time to let it go mate, there are so many damn issues in the world right now and so many things that will affect your life in the future, this really is not one to get so hung up on.

      Don't like a service? Don't use/buy/subscribe to it. Move on.

      I wish you all the best for the future. I will unfollow this thread soon as I think it's almost like a scratched record right now. Later everybody.

Login or Join to leave a comment
Login Join