Telstra nosedive?

Discussion in 'Networking, Telephony & Internet' started by MR CHILLED, Aug 13, 2020.

  1. wintermute000

    wintermute000 Member

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    Yep, looks like Andy's strategy really is 5G moat + buy out NBN or bust. But even then you can't execute that by screwing over retail. They don't know whether they're coming or going with Enterprise. Its shambolic

    I did the whole Codi / 132200 bot runaround rage routine yesterday, absolutely maddening how you just can't speak to anyone point blank and the bots are so stupidly programed as to not just let you talk to someone if it can't put you into a cookie cutter box. Even then, I've heard from others that waiting times are horrendous. I've not had any actual service issues in quite some time so it was a bit of a shock experiencing it for myself despite hearing about it plenty

    Mind you the same pressures are on Optus/Vocus etc. and the noises I hear from say Optus Enterprise are not promising either.

    Looks like NBN has ultimately done its job of socialising the infrastructure and letting retailers compete via execution.
     
    Last edited: Feb 14, 2021
  2. supasaiyan

    supasaiyan Member

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    They’re removing the Philippines as a call centre, and bringing those customer interactions back onshore. The “plan” is for customers to use messaging as much as possible, and then calling up if you need to.
     
  3. caspian

    caspian Member

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    my experience trying to work with the overseas call centres is of significant communication challenges, and even if you can make yourself understood, the person is only reading a script and is untrained and unempowered to do anything beyond it. so you're effectively dealing with a robot already in terms of capability, and struggling to access even that.

    personally I see robotic messaging as an improvement, and if the escalation is to an onshore human, so much the better.

    and ultimately if the system can't resolve the issue, you just follow the same path as now - 2 attempts to resolve an issue via the methods made available to you, then TIO complaint. so no worse, really.
     
  4. OP
    OP
    MR CHILLED

    MR CHILLED D'oh!

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    Is this because people are utterly sick of talking to off shore call centers? i thought they were a lot cheaper than running centers here in Oz.
     
  5. supasaiyan

    supasaiyan Member

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    Mixture of that, as well as there SHOULD be less agents onshore as the majority of interactions with Telstra will be self serve.
     
  6. OP
    OP
    MR CHILLED

    MR CHILLED D'oh!

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    At least they are finally listening to customers I guess. But the messaging system should go, it's absolute rubbish.
     
  7. supasaiyan

    supasaiyan Member

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    agree with that
     
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  8. wintermute000

    wintermute000 Member

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    All they need ot do is that if the messaging system can't undersatnd what ur saying, put u thru. Right now it literally spins you in circles then hangs up on you. LIke who TF Designed that.
    You basically have ot lie and claim a fault or something lol just to get to a human
     
  9. OP
    OP
    MR CHILLED

    MR CHILLED D'oh!

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    Iirc correctly, I was (maybe still am) a platinum customer, I phoned through to use my one free priority call per month as a platinum customer, got someone and call dropped on a few seconds later......phoned back and bam! "Sorry you've already used your one free platinum phone call".....:lol:
     
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  10. supasaiyan

    supasaiyan Member

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    i've used it a couple of times, and both times i gave up. I explained everything (took AGES) and then when they transfered to another agent (because it was the end of their shift), it lost all the history. Screen Raged and gave up
     
  11. OP
    OP
    MR CHILLED

    MR CHILLED D'oh!

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    Go to check my account this morning :lol: It's just problem after problem after problem every single time I interact with Telstra.

    upload_2021-2-23_12-33-11.png
     
  12. KANNIS

    KANNIS Member

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    Everyone I've spoken to recently has left Telstra including me due to poor customer service.
    Is it just me or does this also make you guys feel happy inside. I want them to suffer. lol.
     
  13. caspian

    caspian Member

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    not really. I have no particular antipathy to the organisation in general or the staff that will be harmed by its decline. blame for anything wrong with Telstra lies solely at the feet of the senior management making decisions.

    they are simply digging their own grave these days, in the face of the widest availability of choice for customers that there has ever been. I find it hard to believe that an ostensibly intelligent and experienced group of people don't understand that, so I can only conclude that they have deliberately decided to semi abandon some market segments. if customers leave, they leave. if they stay, they get serviced cheaply.
     
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  14. OP
    OP
    MR CHILLED

    MR CHILLED D'oh!

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    Upon its decline the only ones I really feel for are current customers and the employees who are being hit by cut backs.
     
  15. oldguy_qld

    oldguy_qld Member

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    Given that you boys and girls are seemingly to be all over this situation, one wonders why you do not do better yourself?

    What are the blockages stopping you?
     
  16. caspian

    caspian Member

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    a combination of some availability of alternatives, and conceptual inertia on the part of business management.
     
  17. chip

    chip Member

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    as in, start a telco with that spare 20 billion lying around doing nothing?
     
  18. wintermute000

    wintermute000 Member

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    that's lazy talk, you could do a mom and pop telco with a measly 20 million spare, who hasn't got that handy.

    not sure if oldguy_qld is simply retarded or an old school employee who got his RDOs and redundancy and is stockholmed / feeling butthurt from his former / current employer being insulted
     
  19. hawpinghaxbag

    hawpinghaxbag Member

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    Im still with Telstra, they provide a working, fast and reliable mobile network in my area
     
  20. caspian

    caspian Member

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    try ringing them up to get a problem corrected.
     

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