I'm finding the lack of communication and the conflicting trade-in instructions both unprofessional and annoying.
Here's what happened:
Bought a new phone on Telstra wanting to take advantage of the $500+phone value trade-in credit and then went through the assessment tool on a Kingfisher link via the Telstra website. Got a confirmation number and the screen message said I would get an email shortly with additional instructions and that a return satchel would be sent to me. No email or satchel was received.
After phone was delivered the next day, I jumped on Telstra chat to confirm what the process was supposed to be. Told them no confirmation email was received. After a bit of back and forth, the agent said to wait a few days. Then at the end of the chat session, an email magically appeared in my mailbox from Telstra Device Care with an Australia Post return code. The email contained my device name and IMEI so I thought all was sweet. I then went to Telstra's Facebook page to just if I was just supposed to get a return code and not the satchel. They confirmed it was correct.
Took the phone to Australia Post and the phone was on its merry way.
According to the trade-in instructions, I was supposed to get another confirmation email and sms. Nothing has been received.
Now I'm wondering if the phone has actually gone to Kingfisher. I looked up the tracking and it went to a suburb where the Brightstar (I think that's another one of Telstra's partners) warehouse is. And there is no direct contact details with Kingfisher.
I've got all the screenshots of the offers and chat transcripts. Wondering if this will end up at the Telstra complaints area or the TIO.
Rant over…
I personally thought that their trade-in price was laughable, so never used them.