This morning we discovered our home phone wasnt working, and no internet either, so I called up Telstra to report the fault on the mobile. Eventually the lady told me the phone would be fixed in a weeks time. Hmmm, we werent very happy about that, although we understand this is the standard time for repairs outside major cities.
So after some thinking I called up Telstra again, and negotiated a call divert from the home phone line to my mobile, ...now heres the good bit... at no extra charge, furthermore, no line rental to be paid while the line is out of order, AND $20 compensation to be credited to our next account!!! I didnt ask for the compensation, it was offered. The call took 40 minutes but was free.
We all hear so many uncomplimentary stories about Telstra, I thought it would be nice to hear something good. Thank heaven for wireless broadband so I can use the lap-top and we are still on-line.
-- Edited by Gerty Dancer on Tuesday 5th of February 2013 03:22:34 PM
jetj said
03:56 PM Feb 5, 2013
I tried to use the 24/7 live chat a couple of days ago and it was not available after waiting for a person to answer. 24/7???
-- Edited by jetj on Tuesday 5th of February 2013 03:58:37 PM
Onedodger said
11:20 PM Feb 5, 2013
Every now and then we are allowed to win one. Cheers hope all goes well.
Roving-Dutchy said
11:21 PM Feb 5, 2013
I have had dealings with Teltra just recently and could only have praise for the help I received. I got thru very quickly, spoke to and Aussie each time and received the right answer on each occasion, all I can say this is not the Telstra we have all come to hate, there must have been a coup or something and all management has been replaced. Cheers David
neilnruth said
11:48 PM Feb 5, 2013
Gerty our phone died on Christmas Eve in a ligthning flash. Fortunately our son was here and he knew how to use livechat with them - the internet was not down - eventually I returned the rental phone and it has come off our bill. While everything was done by the date they gave me they certainly didn't offer $20 compensation and even thought the incoming calls were diverted to our mobile, the calls we made out on it were charged to us. Glad you had a good story.
Now I'll add that I do have a good story for my mother's phone. It has been incredibly static for far too long. She has had trouble hearing on it. Even when I rang to complain about it I could hardly hear the assistant. She ended up ringing me on my mobile! I really don't know how Mum had put up with it. Then I uttered the magic words..."My mother has a 'Priority Assistance' letter from Telstra" When I asked for the line and phone to be tested she promised it would be done the next day (Sat. am) between 8am and midday. The technician was there by 8.10am and Mum has a new phone! She can now hear and so can we. So if any of your family rely on having a phone in an emergency they can apply to get Priority Assistance. There are forms to fill out but it certainly helped this time around and Telstra was true to their word.
milo said
01:51 AM Feb 6, 2013
I use the 24/7 telstra chat all the time, I hate calling them and not understanding what they say
justcruisin01 said
03:26 AM Feb 6, 2013
We were having trouble a while back with the home line going out due to wet weather. First time we just notified them & fixed in a couple of days.
Next wet the same thing, so they redirected incomming calls to mobile. Third time same again so I asked for mobile calls to be charged at land line rates to which they agread. Being careful I kept a list of mobile calls made while land line was out & yes when the account came I was charged for mobile calls, back on the phone to them & pointed out their mistake, after their checking they canceled the mobile call charges.
JC.
Hylda&Jon said
05:07 PM Feb 6, 2013
Nice of Telstra to do the right thing but, would have been even nicer if they offered it to you in the first place. Oh-well I guess we all have to start with small steps first.
Cheers
Jon
Gerty Dancer said
12:56 AM Feb 7, 2013
It will be interesting to see whether it actually is applied to the next account... my natural scepticism showing here.
Gerty Dancer said
02:25 AM Feb 7, 2013
Not so good after all, I used another mobile phone to test whether calls from the home phone were being diverted, and no they are not.
neilnruth said
02:46 AM Feb 7, 2013
Get on to them Gerty. Hope it's soon resolved.
Cupie said
12:46 AM Feb 8, 2013
I too have recently had some good Telstra Service experiences similar to those mentioned in previous posts.
Of course as a shareholder I am biased. Pleased too at today's profit announcement.
Looks like the replacement of the failed Yank & his three Amigos and then the Nuclear Scientist CEOs with Theody is working.
But the multibillion dollar lease from Telstra of conduits, cables etc. by NBN is likely to be paid back to the Govt. for licences for the soon to be released frequency spectrums essential for 4G et al. network development in the future. A great earner for the Govt. and a great business position for Telstra too I think.
My shares are earmarked for our funerals .. will be a great pity to miss what is building up to be a great wake.
This morning we discovered our home phone wasnt working, and no internet either, so I called up Telstra to report the fault on the mobile. Eventually the lady told me the phone would be fixed in a weeks time. Hmmm, we werent very happy about that, although we understand this is the standard time for repairs outside major cities.
So after some thinking I called up Telstra again, and negotiated a call divert from the home phone line to my mobile, ...now heres the good bit... at no extra charge, furthermore, no line rental to be paid while the line is out of order, AND $20 compensation to be credited to our next account!!! I didnt ask for the compensation, it was offered. The call took 40 minutes but was free.
We all hear so many uncomplimentary stories about Telstra, I thought it would be nice to hear something good. Thank heaven for wireless broadband so I can use the lap-top and we are still on-line.
-- Edited by Gerty Dancer on Tuesday 5th of February 2013 03:22:34 PM
I tried to use the 24/7 live chat a couple of days ago and it was not available after waiting for a person to answer. 24/7???
-- Edited by jetj on Tuesday 5th of February 2013 03:58:37 PM
Cheers
David
Now I'll add that I do have a good story for my mother's phone. It has been incredibly static for far too long. She has had trouble hearing on it. Even when I rang to complain about it I could hardly hear the assistant. She ended up ringing me on my mobile! I really don't know how Mum had put up with it.
Then I uttered the magic words..."My mother has a 'Priority Assistance' letter from Telstra" When I asked for the line and phone to be tested she promised it would be done the next day (Sat. am) between 8am and midday. The technician was there by 8.10am and Mum has a new phone! She can now hear and so can we. So if any of your family rely on having a phone in an emergency they can apply to get Priority Assistance. There are forms to fill out but it certainly helped this time around and Telstra was true to their word.
I hate calling them and not understanding what they say
We were having trouble a while back with the home line going out due to wet weather. First time we just notified them & fixed in a couple of days.
Next wet the same thing, so they redirected incomming calls to mobile. Third time same again so I asked for mobile calls to be charged at land line rates to which they agread. Being careful I kept a list of mobile calls made while land line was out & yes when the account came I was charged for mobile calls, back on the phone to them & pointed out their mistake, after their checking they canceled the mobile call charges.
JC.
Nice of Telstra to do the right thing but, would have been even nicer if they offered it to you in the first place. Oh-well
I guess we all have to start with small steps first.
Cheers
Jon
I too have recently had some good Telstra Service experiences similar to those mentioned in previous posts.
Of course as a shareholder I am biased. Pleased too at today's profit announcement.
Looks like the replacement of the failed Yank & his three Amigos and then the Nuclear Scientist CEOs with Theody is working.
But the multibillion dollar lease from Telstra of conduits, cables etc. by NBN is likely to be paid back to the Govt. for licences for the soon to be released frequency spectrums essential for 4G et al. network development in the future. A great earner for the Govt. and a great business position for Telstra too I think.
My shares are earmarked for our funerals .. will be a great pity to miss what is building up to be a great wake.