poor, poor Telstra. how ever will they survive? they build brilliant networks and then proceed to completely fuck up the marketing and support of them through penny pinching management practices, and offshoring roles to people who have no idea and often can't even speak the same language as their customers with any degree of competence. it was nothing whatsoever to do with cost. this issue is that they have no idea how to do anything efficiently or quickly, both are terms that the organisation organically just doesn't understand. it's why their competitors run rings around them in innovation and bringing products to market years before Telstra can, and then at prices that make people scratch their heads and wonder why they even bothered. for what they charge they should be approaching perfect. Ziggy did nothing much wrong. they couldn't control the government selling them, but putting that fuckwit Trujillo in place was 100% the fault of the Telstra board and Don McGauchie in particular. Don should have stuck to farming potatoes, because he sure as hell knew nothing about telecommunications, which is why he resigned before he could be fired by the board in 2009 for the disaster he was responsible for. I don't even blame Trujillo that much. he was hired to be a hatchet man and he did his job. we all hate him for it, but nobody ever likes the hangman much. the problems that he caused were irreparable though, and the only good thing that came out of it was that under his "leadership" Telstra managed to get themselves disqualified from the NBN build, because dog alone knows what would have happened then. I'm sure that politicians would still have done their level best to screw up any outcome the same as they always manage to, but getting Telstra out of the mix so the national carrier could be a genuinely agnostic wholesaler was the pearl in that particular oyster. so forward to today, and the leaner, meaner, apparently matured and several-CEOs-down-the-line Telstra still can't quite figure out that what they need to do is suck less. they still have a pretty good network, but they're still managing it incompetently by offshoring all of the control of it. they still haven't quite cottoned on that the public hates offshored support teams with passion and ever fibre of their being, they could so easily differentiate themselves by fixing this but nope - gonna stick with the offshored script readers. they're still a classic example of companies who talk the most about customer service and trying to improve it being the worst at it - companies who are actually good at customer service tend to be so organically, and probably wonder why it's so hard for others. Telstra no longer deserve to exist as a dominant player in the market, and frankly we would all be better off with more competition and choice.