CrowdSupport®
b-j-l
Level 2: Rookie

nil reply from telstra

Answered

Has telstra "ditched" their customers?

Have an ongoing issue re nbn speeds (hasn,t everyone?) and forwarded a complaint (receipt SR 1-2171909068057 26Aug2019), then waited the mandatory 5 business days and after 8 business days of no contact by phone e-mail etc. sent further complaint. (receipt SR 1-2182412488589.5Sept2019 ).

Of course one go,s thru the wait 5 business days etc. etc. etc.and "A MEMBER OF MY TEAM WILL BE IN TOUCH WITHIN 5 BUSINESS DAYS" bla, bla bla..

So here one sits 15 business days after my initial approach with nothing but a robot replying to a receipt (s) of my complaint.

Not happy Telstra !!!!!!!!!

Rather than "being in touch" with their customers ( the company revenue providers) they are hopelessly out "OUT of touch".

Bernie
3 ACCEPTED SOLUTIONS

Accepted Solutions
Level 22: Superhuman
Accepted Solution

Re: nil reply from telstra

If you are wanting to take it a step higher, there is an office / complaints centre which deals with complaints to the CEO which you can find by a Google searcj.   In reality, it does not go to the CEO,  but a higher level complaints centre in Melbourne.

https://service.telstra.com.au/customer/general/forms/contact-ceo-form

You may choose this option should you desire.

A "Like" is always appreciated. If my advice is a solution, please mark it. I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. One of my mottos: "Believe in yourself, and you can accomplish anything".
Support Team
Support Team
Accepted Solution

Re: nil reply from telstra

Hi b-j-l,

 

Thanks for taking the time to reach out over Crowd Support.

 

I've contacted the team handling your complaint to get in touch as soon as they can.

 

Please let me know if you're not contacted by end of business day tomorrow.

 

- Matty

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Ghostman11
Level 5: Eagle Eye
Accepted Solution

Re: nil reply from telstra

Hi, Kindly call them on COMPLAINTS 1800135646 and the receptionist will send an email to the complaints manager for a call back.

 

- Thanks

I am a Telstra Employee participating in CrowdSupport on my own time. My opinions are my own and not that of Telstra's. Please mark the response "Answered" if I was able to answer your query in anyway.

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9 REPLIES 9
Level 22: Superhuman
Accepted Solution

Re: nil reply from telstra

If you are wanting to take it a step higher, there is an office / complaints centre which deals with complaints to the CEO which you can find by a Google searcj.   In reality, it does not go to the CEO,  but a higher level complaints centre in Melbourne.

https://service.telstra.com.au/customer/general/forms/contact-ceo-form

You may choose this option should you desire.

A "Like" is always appreciated. If my advice is a solution, please mark it. I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. One of my mottos: "Believe in yourself, and you can accomplish anything".
b-j-l
Level 2: Rookie

Re: nil reply from telstra

Seems to be a bit of a joke this is turning into.

One would assume that my original requests which were sent as complaints were now in the rubbish bin as nobody seems  to want to deal with the (NBN?) problem.

No where, when one  sends a complaint is the suggestion to contact given to contact the CEO  in the first place. Presume the reply will be prefaced"that a member of the CEOs staff will be in contact within 5 business days" and so the days will drag on.

Maybe by highlighting this problem one step higher than the Telstra CEO (the telecommunications ombudsman) will be more fruitful.

If you are one of the suffering public with this company thank you. Conversely though, if you are representing the company one would feel sorry that you have to deal with this type of situation.


@ProfessorPhone wrote:

If you are wanting to take it a step higher, there is an office / complaints centre which deals with complaints to the CEO which you can find by a Google searcj.   In reality, it does not go to the CEO,  but a higher level complaints centre in Melbourne.

https://service.telstra.com.au/customer/general/forms/contact-ceo-form

You may choose this option should you desire.


 

 

Bernie
b-j-l
Level 2: Rookie

Re: nil reply from telstra

Unfortunately my problem has not been solved and accepted solution was submitted in error. (Was unable to clear default tick for accepted solution)

Bernie
Support Team
Support Team
Accepted Solution

Re: nil reply from telstra

Hi b-j-l,

 

Thanks for taking the time to reach out over Crowd Support.

 

I've contacted the team handling your complaint to get in touch as soon as they can.

 

Please let me know if you're not contacted by end of business day tomorrow.

 

- Matty

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Support Team
Support Team

Re: nil reply from telstra

Hi b-j-l,

Just checking in to see if your complaint case manager has been in touch?

Angela 

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Ghostman11
Level 5: Eagle Eye
Accepted Solution

Re: nil reply from telstra

Hi, Kindly call them on COMPLAINTS 1800135646 and the receptionist will send an email to the complaints manager for a call back.

 

- Thanks

I am a Telstra Employee participating in CrowdSupport on my own time. My opinions are my own and not that of Telstra's. Please mark the response "Answered" if I was able to answer your query in anyway.
b-j-l
Level 2: Rookie

Re: nil reply from telstra

Thank you Angela,

Cleo Joannides, CEO Complaints resolution Specialist has been in touch and replied too. I presume that this contact is the Case Manager? 

Also have had a reply from Ghostman 11 suggesting to contact Complaints on 1800135646 and that the receptionist will send an email to the complaints manager for a call back which I now think is not needed.

Could you please confirm this? Also I require any contact in e-mail form as I have phone conversation difficulties.

Finally in replying to contacts they all seem to default to accepted solution and when you try to untick this comment it is sent. What am I doing wrong?

Thanks 

Bernie

Bernie
Support Team
Support Team

Re: nil reply from telstra

Thanks for the update, Bernie. From the details I can find Cleo is the case manager assigned to the complaint and I've contacted her asking that all correspondence be via reply email rather than over the phone. The Complaints team reception number I have is 1800 241 787 and they can help contact the case manager in future if needed to request return contact.

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Highlighted
b-j-l
Level 2: Rookie

Re: nil reply from telstra

Thank You

Bernard Lodge

 

Bernie

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