After being door-knocked by a Telstra Representative, this lady was convinced to sign up for a new Telstra internet and phone Bundle. She had not, until that point, considered that she needed any change, and only used very little internet for emails and a bit of web browsing.
Well, after a period of more than 4 weeks (it was only supposed to take a few days), and hours and hours (adding up to days) that each of us has spent on the phone to Telstra on the merry-go-round of the Telstra call centre, her new Telstra Bundle is now finally 'provisioned' and her phone is finally back working properly for her.
During this time, her internet was cut off for several days, and there was so much mis-communications (and non-communications), wasted phone calls repeating the same thing over. I know she regretted ever answering the door to that Telstra door-knocker!
In the meantime, her online account with Telstra.com.au is still wrong. After several calls to Telstra about this matter, the last rep we spoke to finally advised that it can take up to 2 billing cycles to get the online account looking right after a change to the account! - even though the paperwork and emails she received about her new bundle recommend using this website to view her account and check on her usage. So she can't use the Telstra 24x7 app on her iPad to track her usage against her 5GB plan until the corrections to her online account have been completed. In the meantime, she has been told she will have to call Telstra any time she wants to know her usage!!! Imaging sitting on hold for an extended period just to ask how much data you have used!
I know that this sort of thing doesn't happen for every client who upgrades their Telstra service. But when it does happen, the frustration comes from being passed from one person to the next and each new person having no idea what has happened or been discussed previously, and from people given wrong information and making further errors.
If only we had been able to deal with a single person on this matter right from the start - we had to raise a complaint to get any real help, and even then were passed amongst 3 different 'case handlers' for this case before we finally got a 'regular' to talk to.
If you are finding that you don't have the 'language' and understanding to talk to Telstra or another Telco about a problem or upgrade, iTea&Coffee can help with this. Just call on 1300 885 420.