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When my iPhone contract was ready for upgrade, I went into the Telstra store to get the One XL of the $59 freedom connect. I have two landlines, two broadband services, a mobile and a mobile broadband service, so naturally I asked what kind of deal she could do for me. She said that she could(would) not do anything other than the standard offer.
I can assure you, having worked in Telstra Retail and in Telstra Call Centres, that the offers are fixed and are not able to be customised, with the exception of specific channels.
She then proceeded to tell me (the customer) about her services and that she didn't get a discount as an employee. As a former Telstra employee, I know better.
The Telstra Store Hobart Cat and Fiddle is a Licenced store, so she is 100% correct. As an employee of that business, she is not entitled to any discounts from Telstra off her services. As a former Telstra employee, you are respectfully incorrect
It could be an attempt at empathy perhaps, or a case of "I know how you feel, I'm in the same boat as you"?
The underlying issue for me, is that I was made to feel like my tenure and loyalty as a customer, was completely worthless and that she really wasn't bothered if Telstra kept my business or not.
Your Loyalty, perceived or otherwise, is irrelevant when you are discussing a commercial transaction for the provision of services. It is up to you to decide if the offer meets your specific needs as a consumer, and if you wish to continue to do business with that supplier.
Providing credits on accounts or discounts is something that a Telco should not have to do to keep your Loyalty.
Quite frankly, that's appalling and she is hurting your business. Long story short Alison was a shining example of how not to treat a loyal customer. At nearly $420 a month total spend, I certainly feel like I should be worth something as a private customer, she didn't.
My employer's account is nearly $50,000 a month, doesn't mean I should be entitled to anything over and above what Telstra is willing to commercially offer. It is then up to the customer to make a decision if that suits you.
To repeat, providing credits on accounts or discounts is something that a Telco should not have to do to keep your Loyalty. Your Loyalty should be based on the quality of the product you receive, vs. the cost of the product, not used as a gun to demand discounts to which you are not contractually entitled to.
Holy Hell !! You are spending that much a month with Telstra and they can't or won't give you any discount?
Vote with your feet Mr brunocerous
I just joined T and they offerred me a $70 "Welcome Credit" because I asked and I am spending 1/4 of what you per month. Maybe you should try their call centre and see if they offer you a better deal. I suspect different areas have different rules. Also maybe call T and say you are cancelling all your services, they may sing a different tune. Appears this store person/sales person doesn't know what "Customer Goodwill" is. Also if you spoke to you in a demeaning manner then I would be lodging a formal complaint against her, not just posting here on Crowd Support which isn't an official complaint channel. (13 22 00 say "Complaint" ) If it was me in her shoes, even if I wasn't "authorised" I would be calling my manager and getting override authority to get a better deal for you than the competitors.
Having worked for a Licenced Telstra Store, they are in effect a small business dressed up to look like Telstra. They don't have the ability to make decisions like the one you are referring to such as "Customer Goodwill" without it coming out of that stores profits.
Put simply, if there is not an offer in place, then she cannot offer it. Her Manager would be the owner of said small business, who again needs to think about the profitability of that store. The profitability of Telstra is not relevant if they give away their entire margin on a sale, what bloody point is there of them selling a product to you!!
People need to get over this idea that customers are in some way entitled to $$$ for their loyalty. Loyalty is something you (should) give a company because you support their products. As an example, I am loyal to Apple as a consumer, because I genuinely believe their products are better, not because I can demand a discount as and when I see fit. I am similarily loyal to a specific beverage company, because I believe their beverage tastes better, not because I can demand they give me a cash refund every so often.
I agree that demeaning and condecending tone and manner is unacceptable, however lets be reasonable here, the OP wouldn't have accepted "No" as an answer, even if it was dressed up and sugar coated.
I have to question the OP, would you really have accepted anything other then a discount.
If the discount isn't the issue, tell us if you would have accepted "No" as an answer in another way?
I was looking at your statement saying it "wasn't about the discount" and then see comments that ask why the store didn't subsidise its margins to meet your expecations.
Getting the best offer is fine, don't get me wrong. Just as long as we can agree that you can ask and the store can say no.
If there was an issue with the specific service you received, then feel free to raise it as feedback directly to someone who can do something about it. Such as at this link.
I wouldn't pay $240 more for the same product elsewhere, however I also wouldn't get upset if someone told me they couldn't match an offer. I would just toddle down to the store and let it lie.
You seem to be struggling to grasp the concept that I'm not upset about the discount, nor was I upset in the store.
However you said earlier:
If two other stores in the same centre are selling the same product, from the same provider at a discounted price (a standard MRO bonus, no less), then it's in the stores interest to match that price to secure the customer's purchase!You are fixing on the price and ability to discount, and proclaiming that people should not exercise their right to ASK for a better deal.Are you saying its better for that store to lose a sale altogether, then secure the sale at the loss of a couple of dollars of their margin? Have you ever run a successful business?
So you are referring to the discount. I've at no point alleged or otherwise inferred that you were anything but polite, nor have I said you were upset. You just seem to be full of hypocricy.
she spoke to me like I'd just insulted her mother, I thanked her for her time, left and spent my money elsewhere.
Which I would have done. Thanks, and left.
What's very clear from you comments, is that you refuse to accept anything other than the version of events you have pictured in your mind
You are welcome to express or hold that view, however its not the case. I said at no point that you had done anything whilst in the store, so what is "very clear" is that you are making up assumptions about my intent.
I appreciate you taking so much of your time to tell me how it happened and what I shouldn't have done. Somehow this is becoming a conversation about how you are right and anyone who has a different opinion is wrong, rather than a thread about a customer walking into a store plastered with theTelstra logo and being spoken to very poorly.
I'm simply trying to offer a differing perspective to yours? Did you want empathy here? You said it yourself, you came here for a rant, I doubt you wanted to engage in discussion about your experience and I doubt you wanted someone to question your motivations.
I posted here because it's a Telstra forum for Telstra customers to discuss Telstra, their products and services.
Simply Put - CrowdSupport is not (in my eyes at least) a blog. Its a place of Discussion. And if you have a problem with the discussion, you have a few options. Report it, or put up with it. Simple. I'm just as entitled as you are to put an opinion into what is everyones discussion.
I think you will find the $10 MRO bonus you were offered bu JB and Next byte is also offered by licensed stores. It is built into the plan (Everyday Connect Plans & old Freedom Connect Plans).
The plans are all fixed and cannot be altered individually for every customer.
Cost of handsets and accessories my be altered but that 'discount' comes straight out of their profit.
They are in business to make a profit, not provided a profit free service to the public.
Loyalty is no reason for discounts, I have been with Telstra for a long time and spend a lot of money with them but why should I get priveledges for spending more. (I only spend more because I consume more services!, so therefore get what I paid for.)
Its really a case of cultural ignorance when it comes to service......in australia we are nothing more than a self serving hedonistic race of dimwits....strutting the world stage.....quite frankly we really are an ignorant bunch when it just comes to understanding our or eachothers needs.........telstra have been in business for a long time and they have lost nearly all their market share because the still think they are the best.....they have the best network and rub it in our faces......but down the road......others like amaysim off unlimited calls and texts for just $40 a month. I don't care whether telstra go bust!!!!!
What is with reviving dead threads today :/
Telstra have acquired 1.6 Million new Mobile Customers, seen an increase of 30% in Bundles customers. There has been growth in the 2012 FY in almost every segment (the exception being PSTN).
They have to be doing something right