Trying to Order a Phone through Optus

Geoff-bargain on 06/12/2022 - 17:19

You'd think with all their bad press they would be trying to get customers right now.
I tried to get a phone for my dad - he has mild dementia and lives in another state but I have all his details ID etc so you think it shouldnt be that hard.
1. Fill out forms online and provide all info.
2. 2 days later get a call that they need more info.
3. Get told need to download app - and take selfie with it - my Dad would really struggle with this so I told him to take the order number into the local store and either get them to process it or get a new order with same phone etc.
4. He and his partner go into store on Friday - the guy calls me to confirm order was in his name - tells them phone will be in by end of next week.
5. On the weekend Optus call about the online order - I tell them he went into the store and did it there. They tell me they cant see any order from that store.
6. I call the store on Monday and speak to the guy they spoke to - he is unable to lookup an order number - tells me to check the email from Optus which was never sent/received. I tell him I cant believe he can't look up an order number. He tells me he never did a new order and just assumed the online one was coming to his store but he has no visibility into Optus orders.
7. I tell my Dad we will try the app and do the selfie - I call Optus and ask for them to send the link that starts the process.
8. When verifying his details they send a OTC to my phone which I repeat back to them - the guy tells me it doesnt work and now they cant try again for 20 mins.
9. I tell my Dad Optus is too hard to do business with and give up.

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Comments

  • CodeXD on 06/12/2022 - 17:21
    +3

    Why not just order the phone in your own name, with your ID and send it to him?

    Sounds like you are trying to overcomplicate things.

    • Geoff-bargain on 06/12/2022 - 17:24
      +1

      I thought if he ever has any issues then having it in his name would be much easier to get help because he could take to local store - if he was in my state I definitely would have. I'm now going to see if I can do that then change it to his name.

      • jv on 06/12/2022 - 17:33
        +7

        you can just add him as an authorised user on the account you create.

        • Geoff-bargain on 06/12/2022 - 18:16

          Ok that might be the way to go

      • boomramada on 06/12/2022 - 19:59
        +1

        he has mild dementia

        So if he has any issues with him, you can ring Optus behalf of him. Its better to get under your name than him.

  • Cheaplikethebird on 06/12/2022 - 17:42
    +1

    Surely if he can't even manage a selfie than a cheapy phone will do and you can hook him up with a SIM only plan for a fraction of the cost of an Optus mobile plan.

    • Geoff-bargain on 06/12/2022 - 18:15

      He's had cheapies in the past and gets frustrated with them. Trying to get a pixel as I've got one and the anti spam is pretty good. Getting the 2 for 1 deal and cancel Sim plan asap

  • spackbace on 06/12/2022 - 17:43

    Better off not having an Optus locked phone, and going through Boost or similar 12 monthly prepaid imo

    • Mcuser on 07/12/2022 - 06:41
      +1

      Your in the dark ages, nothing is locked anymore

      • apple2016 on 07/12/2022 - 14:17

        phone is not locked, but you still are "Locked" into a contract for 12/24 months.

        • Mcuser on 07/12/2022 - 14:40

          nope, you can cancel or swap anytime, just pay out what's owing on the phone, it's not the old west anymore lol

  • bobbified on 06/12/2022 - 17:44
    +1

    You'd think with all their bad press they would be trying to get customers right now.

    It's a bit of a catch-22 at the moment.

    With the data leakage, they've got to be careful with all these ID verifications and checks and who they provide services to. If their verification processes are too lax and someone manages to get a phone in yours or your dad's name, then you'd probably kick up a stink and say that they haven't learnt their lesson after the data breach. If they try and keep their processes too tight, then situations like what has just happened to you and your father can occur.

    They'll eventually find a balance, but until then, a bit of patience and understanding might help - especially if you need things done in non-standard way.

    • Geoff-bargain on 06/12/2022 - 18:20
      +1

      Yep good points and agree. I would have been fine if there were genuine issues because of my way of doing it.
      But the assistant manager at the store lying about the phone coming in this week and not being able to look up the order really has annoyed me.
      Then their OTC not working and making you call back 20 mins later was the icing.

  • holdenmg on 06/12/2022 - 20:33
    +1

    I remember when Optus used to say 'ýes''

  • Typical16-bitEnjoyer on 07/12/2022 - 09:42

    Baffling why you don't just get a simple prepaid plan for your dad. They don't sound like a power user if they can't even download an app.

    Also a good idea for you to read through this https://www.dementia.org.au/sites/default/files/NATIONAL/doc…
    Not saying what you're doing is wrong, just suggest you read through this.

    • Geoff-bargain on 08/12/2022 - 10:41

      its not about the plan but the phones - he and his gf need new phones so the 2 for 1 pixel deal is really good for them.

      he has a cheap prepaid plan for the sim

      Thanks for the link - I'll take a look - he's not full dementia yet but probably a couple of years away at least (hopefully)

      • Typical16-bitEnjoyer on 08/12/2022 - 11:44

        And that's why you need to act now, before he loses capacity. Otherwise you could be powerless - especially if he has a domestic partner.

  • Seraphin7 on 07/12/2022 - 09:50
    +1

    Optus

    I think I've found your problem.

  • payless69 on 07/12/2022 - 10:50
    +1

    6 Months ago Optus started to install 5G antennas in my town.
    They operate 3 stores in 3 shopping malls.
    None of their staff has the slightest idea and are just trained for carton pushing.
    Their stores are littered with signs to use their self service computers.
    Amazing NONE of them self serve computers has worked for months.

    As for dementia: We have 2 such centres nearby. NBN were the first one to give them fibre to their unit, nobody was ever able to work with a mess of 3 plugpacks laying around a crammed dementia unit to have a phone to call their kids.. So Telstra installed a micro cell to cover them demented people. It is 4GX but nobody even remembers speed. All are happy with a button mobile phone!

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