Getting Stuffed around by Telstra Any Chance for a Bonus?

Gros21 on 21/11/2021 - 07:28
Last edited 22/11/2021 - 11:46 by 1 other user

Basicly got a new plan then want to put old number on new plan. Just to get a 1200 gift card.

Either way I've spent 36hrs battling this.

I've been told tools were down try again in a hr.

Sever is down try contacting us again in xxxx hrs.

Sorry that team is away I can't process it try again in 4hrs.

It's down for sechduled maint try again soon.

We are upgrading our systems please try again in 8hrs.

Each time takes 30-40 Min and nemerous times they go next time we will do it for sure.

I might sound like a Karen but just annoys me I keep getting different excuses and times. 1 operator told me 2 different excuses within 5 minutes.

Should I hound them for some credit or similar.

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Comments

  • Halo375 on 21/11/2021 - 07:35
    +6

    Getting stuffed by Telstra? Yup - that sounds like the package you agreed to. They won’t give you a damn thing besides headache and eternal regret.

  • Gros21 on 21/11/2021 - 07:38

    They gave me $1200 gift card. Agreed though don't expect much service from them just being lied to over and over again. Prolly just getting put on the to hard basket please try again when I'm working.

    • mskeggs on 21/11/2021 - 09:58
      +2

      I’m sympathetic, but you are trying to mess around their processes to get the welcome credit. It’s not the service reps fault nobody has a process for changing the offer once you accepted it.

      You signed up a new deal to get the credit. They delivered that. Now you want to shift numbers around. All the other mobile providers would just say, not allowed, sorry.

      • Gros21 on 22/11/2021 - 00:23

        Before starting this I told them what I had planned and they said long as both numbers are mine no issue.

        If I was told sorry we can no longer offer that I would of simply ported to optus waiting for next deal and did it that way.

        I was not trying to change any offer, simply swap a number to a new account. Admittly may not be a common thing, then just say I'll need to transfer you to xxxx not make up. A different excuse every time.

        • mskeggs on 22/11/2021 - 00:43
          +1

          As I said, I’m sympathetic. But the person who got the commission payment for selling your new service wasn’t the one who had to sort out your issues.
          I think it is rotten if staff are saying you can get a new customer welcome bonus then transfer numbers between accounts to rort it. The deal is clearly for new customers, not resigns, so if sales staff are selling it to existing customers (and banking the commission) it is a bad situation.

          If you were told the wrong thing by a sales person it sucks, but I have a lot of sympathy fro the back room folk trying to clean it up.
          And it does sound like they are trying to fix it, just there isn’t a process to do it, because existing customers shouldn’t be offered new customer sign on bonuses.

  • RockyRaccoon on 21/11/2021 - 07:54
    +1

    Well the Excuses have a common thread. The operator has trouble with their system (its notorious for issues). They may be just using terms that are different, and they probably dont know exactly why.

    They dont get told either that the system wont process your application because on line 5557 of the code, someone missed a comma. Or that in the user manual, they missed a step.

    Ask for a supervisor. Also send message to Andy Penn. Sounds funny but there is a group under him who handle these complaints and they can override processes and get things done. (based on my experience with one of his predecessors). However it will take some time.

    BTW was your old number on a Telstra network - inc Aldi, Woolies, boost etc. Many here have suggested switching it to an Optus, Vodafone sim for a day then transferring it.

  • Wystri Warrick on 21/11/2021 - 08:11
    +2

    Getting stuffed arround by telstra….

    Situation normal

  • lunchbox99 on 21/11/2021 - 08:52

    Telstra has the worst customer service of any company I have ever dealt with. It was so frustrating trying to resolve my issue last year that I moved the minute my 12 months was up and I will never go back to them. I don't understand how their prices can be so high and their support is so poor.

  • spal on 21/11/2021 - 08:54

    Mate, there are reasons why Telstra needs to offer $1200 credit to get new business. Apart from banks, I am not aware of any other businesses offering that kind of money to get new business.

    I was with Telstra for 15 years, and only way I could resolve a billing issue was via their cancellation crew. There too the person wasn’t listening, and instead of resolving my issue ended up canceling my account. From there it took me just 15 minutes in the middle of the night to move to Superloop. All ready to go WFH when I woke up next morning. Funny, I am still using the Telstra modem.

  • Jimothy Wongingtons on 21/11/2021 - 09:15

    If you’re referring to the jb deal of not technically porting out for 30 days and doing this trick, it was pretty well documented it was not a totally straight forward process. Normally I’d say take it up with TIO but it’s probably not going to go through on a technicality.

  • AndyC1 on 21/11/2021 - 10:11
    +1

    Go into a Telstra store and get them to sort it out while you are there.

    • Jimothy Wongingtons on 21/11/2021 - 12:31

      When I used to work for crazy johns (by then was owned by vodafone) any account related stuff had to be dealt with by call centre. Best we could do was to let customer use our work phones to talk to them. Wonder if it’s same with telstra.

      • Associated87percent @ Telstra on 21/11/2021 - 17:46

        They recommend to try and sort it out via chat BUT you can go in store and get it sorted

        • Gros21 on 22/11/2021 - 00:17

          My partner did that 15min job. But was away on the Harley's as all weekend so could not do that.

  • murp0274 on 21/11/2021 - 13:00

    Is this a JB-HIFI deal?

  • Gros21 on 22/11/2021 - 00:16

    Yes it was a jb hifi deal.

    I have zero issues with jumping though hoops only issue was being lied to.

    If they said that's out of my level let me put you onto a senior tec I would of been happy.

    I was telstra previously.

    Set up new service (deal only for new and ported accounts) so I effectively had 2 telstra accounts/plans.

    Cancel orginal plan spent 36hrs trying to get that number transferred to new account.

    Told them I was travelling away and needed it for safety reasons. Did 700km on the bike in a group and had issues all weekend nor did I feel like giving out a 2nd number that may or may not work. Had to swap out sims at reception cause needed to look up a booking as the simple service swap was not complete.

  • temporiser on 22/11/2021 - 08:30

    I don’t know about a bonus, however if you want the problem fixed in a reasonable amount of time, You need to send an email to the CEO with a copy to the Communications Minister.

    If you get no response within 7 days, then send a another email to the them, however this time include the Ombudsman.

    • Associated87percent @ Telstra on 22/11/2021 - 10:34

      thats a bit extreme

      • temporiser on 22/11/2021 - 17:04

        It gets problems fixed

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