FKN TELSTRA!!!!!!!

The back-story: My IPhone6 battery only lasts 6hrs, after approx. 14 months – as part of Telstra’s ‘New Phone Feeling’, I can pay a one-off $149 and receive a new IPhone7 for the same monthly cost. I did this – however, the new 7-handset that Telstra sent me (within 3 days), was faulty and refused to recognise any SIM cards. They told me they’d send me a new handset – which should take 3-5 days. I have heard nothing after 13 days, so I contacted Telstra again.

 

I cannot believe that they now refuse, point blank, to replace the shit box they sent me, until I return the busted one……

 

Transcript of 24×7 Chat

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Please select ‘End chat’ if you do not wish to proceed.

MARK ANTHONY

You’re connected with MARK ANTHONY

MARK ANTHONY

Hi! You’ve reached Mobile Assurance Support

STEPHEN

Great – I’d simply like to know where my new phone is?

MARK ANTHONY

No worries, Let me help you in tracking the status of your phone

STEPHEN

I had a lengthy online chat on the 7.12.2016 and was promised it would be delivered within 3-5 working days

MARK ANTHONY

Can I please have the following information to pull up your account?

1. Phone Number/ Account Number

2. Full Name

3. Date of Birth

4. Email Address (we will also send you a link to get back to us for future enquiries)

STEPHEN

0403 XXX 391

STEPHEN

Stephen Mark Coskerie

STEPHEN

24.4.67

STEPHEN

aussiecossiedarwin@hotmail.com

MARK ANTHONY

Thanks Stephen, let me verify your account

MARK ANTHONY

Do you also have a reference number?

STEPHEN

INT 1-999340454XXX

MARK ANTHONY

Checking now

MARK ANTHONY

Please bear with me as we would need to review the transaction

STEPHEN

Here is an excerpt from my previous conversation on 7.12.16:

STEPHEN

Regina Mary

Alright, They will process the return order and you will be able to received the new phone within 3-5 business days and the return satchel for the old phone will be arrive within 5-7 business days, for the maximum days for the completion will be 10-15 business days. 🙂

Regina Mary

Would there be anything else that I can make you feel resolved? : )

STEPHEN

These are two separate issues. Firstly – I have ordered a phone in good faith, last Thursday. It has now been one week – and I have not received a functioning phone. Waiting for me to return this useless, broken slab before sending out a new, functioning phone, is really unacceptable.

Regina Mary

Nope, the new phone will be delivered to you first, Stephen.

Regina Mary

Nothing to worry.

STEPHEN

You sure about that?

Regina Mary

YES! Because the return satchel for the old phone will be delivered to you after you received the new phone.

STEPHEN

Your colleague promised my new handset would be delivered within 3-5 working days. It has now been 13 days all up.

MARK ANTHONY

No worries Stephen we will track this for you and make sure that you receive your handset, Please stay online as we will get our specialist to assist you

STEPHEN

So – what has been the problem so far – and why have I heard nothing from Telstra

MARK ANTHONY

Yes please stay online as we will provide you the details

STEPHEN

Are you experiencing difficulties in determining the cause of this delay?

STEPHEN

Personally, I cannot fathom why it would take 2 weeks to arrive at my house – given the order was confirmed on 7.12.16 and you had all my correct address details

MARK ANTHONY

Alright connecting you now

MARK ANTHONY has disconnected.

We are currently transferring your chat to another consultant who will be able to assist you with your enquiry. Please stay online while the new consultant joins.

Junie has joined.

Junie

Hi Stephen! I am more than glad to assist you with your order enquiry

Junie

Give me 3 minutes to check this for you

STEPHEN

Okay. Answering the above questions would be a very helpful start. Thanks

STEPHEN

Incidentally – why have I been wasting my time chatting to Mark Anthony, when he is not capable of lending assistance, or answering simple questions?

Junie

Thanks for the wait. Based on my investigation the order was processed on 01/12/2016 and we cannot determine if the delivery team was successfully send the phone to you. In this case, you need to contact our specialized team at this number: 1800800019.

Junie

Please provide this order number: 1-994194326XXX

STEPHEN

NO NO NO!!!!!

Junie

We can only assist you for any billing related concern. That’s the right team that can further help you to trace the order

STEPHEN

I will give you the conversation I had on the 7.12.16

STEPHEN

I have already waited 20 days – this is entirely unacceptable!

STEPHEN

I’m sure the record will reflect it

STEPHEN

You sent me out a handset on 1.12.2016 – it was faulty and you need to send me a new one. Which was ordered on 7.12.2016

STEPHEN

Regina Mary

All perfect here, Stephen. I have successfully created a request, here’s the reference number for your 100% assurance ( INT 1-999340454XXX)

Junie

I see. Let me connect you now to our specialized team

Junie has disconnected.

STEPHEN

I was told that YOU ARE THE SPECIALISED TEAM!

We are currently transferring your chat to another consultant who will be able to assist you with your enquiry. Please stay online while the new consultant joins.

Nyka has joined.

STEPHEN

Please connect me with the supervisor – who is able to assist me!

Nyka

Sorry that you are experiencing this inconvenience. Please give me a minute to read your previous chat in that way you don’t have to repeat yourself.

STEPHEN

Are you a supervisor?

STEPHEN

I need to speak with a supervisor. You are the 5th person so far – the other 4 are apparently unable to help me in the slightest

Nyka

I am not. Just reading the chat to make sure we have a full understanding of the situation.

Nyka

Okay just give me a minute.

STEPHEN

It’s really not that difficult to understand – you confirmed you ordered me a new handset on 7.12.2016, and promised it would be here in 3-5 working days. I have heard nothing since. I want to know where my phone is and an explanation as to why it has not arrived as promised?

Nyka

To confirm this is for 0403 XXX 391. Correct?

STEPHEN

YES. ONCE AGAIN – THAT IS THE CORRECT NUMBER.

STEPHEN

Is there something inherently tricky about this combination of digits?

Nyka

Stay online.

Nyka

I’ll be connecting you with my Supervisor now, please stay online.

STEPHEN

Lord have mercy!

Nyka has disconnected.

JIM BRYAN has joined.

JIM BRYAN

Hi, this is Jim, one of the supervisors.

JIM BRYAN

Please stay online while I read through the conversation.

STEPHEN

Excellent. Are you able to answer simple questions Jim?

JIM BRYAN

Yes but I need to check first on the account so I can provide accurate answers.

JIM BRYAN

I am still reading the conversation and checking your account Stephen.

JIM BRYAN

Thanks for waiting. I pulled the account up using the number you provided to the first consultant you chatted with here today.

STEPHEN

Yes?

JIM BRYAN

I want to be honest with you and I know this is not what you want to hear but from what I can see on the records, no order was processed to send you a new phone.

STEPHEN

Why not?

JIM BRYAN

I am still checking the interaction notes so I can get more details.

STEPHEN

Was that reference number made up by the operator?

STEPHEN

Have your colleagues been lying to me?

JIM BRYAN

You’re referring to the interaction you had on the 7th, correct?

STEPHEN

Yes

STEPHEN

Is there no record of that conversation on Telstra’s files?

JIM BRYAN

There is a record on the 7th. It states that she’s requesting from the agent who initially processed the order to process a request to have the faulty handset returned so that we can process a new one.

STEPHEN

And when was that likely to be done?

STEPHEN

Surely Telstra standard practice does not include making written promises and never fulfilling or reviewing such promises/requests?

JIM BRYAN

We’ll be the one to process the return order for you so you can return the faulty handset back to us.

JIM BRYAN

Just to confirm Stephen, you don’t have any other account with Telstra. I just want to make sure that I am not missing anything.

STEPHEN

Fiona Hayes sure had no problem remembering to request my praise for the supposed help I’d received on that occasion. She sent me an email 3 days later.

STEPHEN

I have a home phone, internet and mobile

JIM BRYAN

And these are all under one billing account number, correct?

STEPHEN

I cannot understand how this can be so complicated? Do you have any explanation?

STEPHEN

Yes – all together

JIM BRYAN

I am really sorry about this Stephen but from what I can see, the disconnect happened when the consultant you chatted with on the 7th relayed the information to the person who initiated the initial order.

STEPHEN

You sent me out a faulty handset on 1.12.2016 – which took 3 days to get to my doorstep. I called on 7.12.2016 – you were to send me a new one – which again should have taken 3 days. I am flabbergasted that Telstra has no record of this. (Not to mention the hours I have had to spend online, both waiting to chat and indeed chatting to half the staff in whatever offshore haven Telstra lives in these days)

STEPHEN

Ok. So now – can you please have a new handset delivered to my door within three working days?

JIM BRYAN

I understand and I am really sorry. I cannot really guarantee that. I know you have received a lot of information from us and I don’t want to overcommit again.

JIM BRYAN

What needs to happen is for you to post the faulty device back to us using this address.

JIM BRYAN

Reply Paid 6047

Chullora

NSW 1405

JIM BRYAN

Once we have confirmed the receipt of the faulty device, that’s the only time we can process a request to send the new device.

STEPHEN

What do you see as the problem? Is it with the postal system and the heavy burden on Australia Post during the Christmas period – or is it more likely further Telstra incompetence that could cause a delay?

JIM BRYAN

We recommend customers register the inventory to return to us as a registered parcel so it can be tracked by Australia Post.

STEPHEN

No. We are beyond that. I need you to send a new handset out immediately. Could you please put me through to somebody with the authority to do this? I will be overseas during January and I do not intend on waiting 2 months for problems and stress cause by Telstra’s ineptitude.

STEPHEN

I am more than happy to discuss it with the CEO, Social media or the media in general

JIM BRYAN

Again, I am really about this. Let me check if my manager is available.

STEPHEN

You guys cause the problem – it is your responsibility to fix it.

JIM BRYAN

I acknowledge that Stephen.

STEPHEN

Then – how hard is it, in the whole Telstra scheme of things to send one man one functioning telephone?

JIM BRYAN

My manager is still engaged on a call right now. Will it be okay if we arrange a callback instead?

STEPHEN

No thanks – I do not want a call back. I have a great fear I will hear nothing further and this conversation too will have been erased and I’ll be back to square one.

JIM BRYAN

Okay. Just a second while I reach out for help.

JIM BRYAN

I will also call our resolution support for this one. Please stay online.

STEPHEN

I simply cannot understand how posting a phone can really be this difficult?

JIM BRYAN

I understand and it really looks very simple but we are following processes regarding this. But as I have mentioned, I will call our resolution support so I can ask their recommendations.

JIM BRYAN

I am currently waiting on the queue. Please stay online.

STEPHEN

I get that, but clearly the process is flawed. So to avoid an infinite repeat of a the same faulty process – should we not solve this problem ASAP and then review the previous issues?

JIM BRYAN

I really want this issue fixed ASAP for you but I need their intervention on this so I can give you the best solution.

STEPHEN

Places I’ve worked tend to resolve the issue as soon as possible and then have a problem investigation and review – to determine the initial cause and work out a strategy to proceed, so as not to have a repeat of the same issue.

JIM BRYAN

I will take note of that Stephen and my goal is to really resolve your issue.

STEPHEN

I’m quite surprised that I have to go through at least five levels of expertise before I reach someone with enough authority to post a phone.

STEPHEN

How is that manager coming along?

JIM BRYAN

I am talking with the resolution support right now.

JIM BRYAN

I am still checking if my manager is available now

STEPHEN

I’ve been chatting on here for at least 2hrs of aggravation again today – are we actually any closer to getting a new phone in the post?

JIM BRYAN

I am really sorry Stephen. I am doing my best to get you the resolution.

JIM BRYAN

Stephen, I have my manager now and I will connect you to him. Please stay online

JIM BRYAN has disconnected.

STEPHEN

Is he authorised to send out a new handset?

Joven has joined.

Joven

Hi Stephen, this is Joven, please allow me few minutes to read through your previous chat session with Jim.

STEPHEN

Sure

Joven

Thanks, please stay online.

STEPHEN

To summarise my last 3hrs or aggravated chat – Could you please send me out a new handset ASAP, to replace the faulty unit you sent previously? That one arrived in 3 working days – so I see no reason why that cannot be repeated (with a functioning handset).?

Joven

I appreciate your patience, Stephen. Apologies for the mix up.

STEPHEN

Are you still reading the previous messages?

Joven

Thank you so much for waiting, Stephen.

Joven

I acknowledge that you were advised by one of our agents that a new handset will be delivered to you in 3-5 business days, and I sincerely apologise. As a manager, it is my job to correct things and information that is being advised to our customers.

Joven

I know that sending you a handset when you originally placed an order only took within 3-5 business days. However, we have a different process when it comes to return.

Joven

For return process, we will need to send you first a return satchel that you will be getting within 3-5 business days. Once received, you will send us back the handset which will be delivered to our warehouse within another 3-5 business days. Once we have received it on our warehouse, that would be the time that we can process a new order for you.

STEPHEN

I am not interested in return – or your policy. This problem was caused by you, it needs to be fixed by you

Joven

We will need to make sure that we receive first the old handset before sending you a new one.

STEPHEN

Why?

Joven

My deepest apologies, but we will have to follow the process.

STEPHEN

You sent out a faulty unit – why is it now my problem?

Joven

The handset to be returned is the handset associated on your account right now. We need to receive it first to make sure that we can waive any fees associated to that handset before processing a new one.

STEPHEN

No. Telstra do not have to follow the process

Joven

We are not saying that it is your problem. I am trying to explain to you how this will be resolved.

Joven

I am sorry, Stephen but that is the only way to get this matter resolved, and I have explained it well to you.

STEPHEN

Ok. Who is inconvenienced besides me – if it is not my problem?

STEPHEN

You have no issues with me publishing this transcript in the media through a journalist friend?

STEPHEN

Please transfer me to someone who is authorised to post me a new phone immediately

Joven

As much as I would love to deliver the handset for you in 3-5 business days, however my hands are tied as well and we will always have to follow our business rules. From our end, there’s nothing that we can from this point, aside from following the return process.

STEPHEN

I realise this is your normal process. Your normal processes are not working. I am greatly inconvenienced by the incompetence of Telstra employees.

Joven

Unfortunately, I will be the last person that you can speak via chat. If you would like to further escalate this, we can by escalating this to our Case Managers who will investigate this case and will call you back within 3-5 business days.

STEPHEN

I don’t accept that to be the case – and would like to chat with someone with greater authority than yourself. I will be publishing this transcript as well as attaching a copy in an email directly to your CEO.

STEPHEN

Please explain why you cannot send me a new handset. Besides that is our process.

STEPHEN

Is this a common occurrence with Telstra? Where you send out faulty goods then punish long-term customers?

Joven

Stephen, I completely understand where you are coming from right now.

STEPHEN

You have offered nothing to assist me. Surely this is not the accepted standard of service throughout Telstra?

STEPHEN

I don’t believe you have any idea where I’m coming from.

STEPHEN

So far I’ve spoken to 9 of you guys – and not one has done a single thing to assist me or solve the problem that you created.

Joven

We’ll try to look for a person who can get this issue rectified for you. I won’t be able to promise anything, but we’ll work on this offline and we’ll give you update until tomorrow.

STEPHEN

I don’t believe I will ever hear back from any of you guys.

STEPHEN

Why would I have any confidence that if I did send back the faulty phone – that you would then send me a new handset? Nobody seems to know anything about my previous issues?

Joven

You will surely hear it from us, Stephen. In fact, we have raised this already with the reference number SR 1-1012223078XXX as an assurance that we are working on this matter for you.

STEPHEN

I would really, really, really appreciate you saving this transcript for coaching purposes – to show people exactly what NOT to do to satisfy a customer or resolve an issue.

Joven

We’ll work on the matter now and we will give you feedback tomorrow morning.

STEPHEN

Yes – that is exactly what they told me last time. When they looked it up – no one could find any evidence of this transaction!

Joven

I have provided you a reference number that you can save for your reference which is SR1-1012223078XXX.

Joven

We can send that as well via email. This chat session is being lodged and saved on our system for reference too.

STEPHEN

Oh – you mean like the reference number they gave me last time?

STEPHEN

Regina Mary

All perfect here, Stephen. I have successfully created a request, here’s the reference number for

your 100% assurance ( INT 1-999340454XXX )

STEPHEN

That no one today was able to find any record of?

Joven

Nope, Stephen. This reference number is different.

STEPHEN

How so?

Joven

So I hope you can keep it for now as we work on this matter offline together with our team as we figure out the way on how we can meet your request. Tomorrow morning, you will hear it from us, just keep your lines open.

STEPHEN

Once again – I would just like one simple question answered: Why can you not just post me a new handset today?

STEPHEN

That is a very simple question, to a simple problem, with a very simple resolution.

Joven

Stephen, that would be the same answer that I have mentioned a while ago. Before sending a new handset, we will need to receive the old one.

STEPHEN

I don’t need to be involved in your incident review committee – just give me my phone and I’ll be happy

Joven

That is to ensure that you will not be billed with multiple handsets.

STEPHEN

Are you saying that there is no record at Telstra indicating that you sent me a faulty handset?

STEPHEN

Have we not advanced anywhere in the last three and half hours?

STEPHEN

As I advised one of the many people I spoke to earlier – I will be overseas for the month of January, so this incredible inconvenience will endure for at least another month.

Joven

We have Stephen, however, to advance further we need to seek assistance offline from other teams as this is not possible from our end.

STEPHEN

That ‘New Phone Feeling’ you guys like to promote is making me want to vomit!

Joven

That’s why a reference number for an escalation has been raised (SR 1-1012223078XXX) to ensure that all options will be utilised to get this sorted out the soonest time we can.

STEPHEN

Do you require assistance of the Post Boy – to drop a new phone in the mail?

STEPHEN

How about we escalate it now and get it resolved a lot quicker? I’ve already wasted half my day here – lets go for the whole hog?

Joven

Yes, that’s what we’re going to do now. Can I have the best number where we can reach you back so we can give you a call for updates.

STEPHEN

You already have my number – I’ve given it to several people today. It’s the number that has caused me so much grief over the last month – 0403 XXX 391

Joven

Got it, thanks Stephen. Please expect a call from us until tomorrow for updates regarding this matter.

STEPHEN

I no longer expect anything from Telstra besides grief and hardship – as that has been my experience with each and every one of the 9 individual Telstra employees I have dealt with in the last month.

Joven

Hope you can give me a change to make this a better experience for you. Rest assured we’ll get back to you for updates until tomorrow.

STEPHEN

I reiterate – This is a very simple issue, with a very simple resolution.

STEPHEN

Unless you can give me a new handset, which will remain bill-free for the next 12 months, I harbour grave reservations.

Joven

It goes through different phases Stephen which makes it not easy, as explained earlier. We acknowledge that there was a huge mistake with the expectation that was initially set but we commit to make it right this time.

STEPHEN

Why does a MULTI-BILLION DOLLAR COMPANY, require a single faulty handset (which is your fault), to be returned before it can send a replacement? It does not make any sense – business wise or general logic.

Joven has disconnected.

STEPHEN has disconnected.