ChelseaDame
Level 5: Eagle Eye

Why can't I order a new corded standard handset online?

All I want to do is purchase a new standard rental handset and this morning I spent more than 20 minutes on the phone to Telstra, and got nowhere how hard can it be for goodness sake!!!!! Here's a tip Telstra, how about having an  have an option for people like me whose first language is English, so that we don't have to keep repeating ourselves as they cannot understand an Australian  accent and so we can also speak to someone who does not have a heavy accent so that they keep having to repeat themselves. I don't want to be racist but it is really frustrating especially when they also have a loud call centre crowd in the background. Why can't I order a new handset online?

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14 REPLIES 14
Level 25: The Singularity
Level 25: The Singularity

Re: Why can't I order a new corded standard handset online?

Give the Sales number a call on 1800 676 442

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
ChelseaDame
Level 5: Eagle Eye

Re: Why can't I order a new corded standard handset online?

That's the number I spent 20 minutes on the phone with this morning, no thanks. I will drop by the Telstra store at my local Westfield on the weekend 

Support Team
Support Team

Re: Why can't I order a new corded standard handset online?

Hey ChelseaDame,

I have no idea why they aren't available for online purchase, I'll pass this feedback along. Thanks for the heads up, apologies for the frustrating experience.

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ChelseaDame
Level 5: Eagle Eye

Re: Why can't I order a new corded standard handset online?

I've all but given up as the Telstra store referred me to the 1800 number you gave me and I rang them yesterday and even though on the Telstra website it says to call 1800 676442 they say they no longer sell handsets & I will have to get the Telstra store to order one for me. It's a never ending circle so I've put in an online complaint so i will wait to see if they get back to me within the 5 days they promise, but it's useless at the moment as there is no landline service at home anyway

Highlighted
babkarl
Level 2: Rookie

Re: Why can't I order a new corded standard handset online?

I went to my local Telstra shop, after a confusing time on the phone to a call centre, to try and get a phone for NBN. They told me to go to Kmart. Still haven't solved my problem. I agree how hard can it be for a phone company to sell a phone.

Level 22: Superhuman

Re: Why can't I order a new corded standard handset online?

You could go to a major Telstra dealer such as JB HiFi.

Their website has a VTech corded phone.  Telstra until recently sold VTech phones for many years.

https://www.jbhifi.com.au/phones/Home-Phones/vtech/vtech-t1100-corded-phone/692256/

Ring your local store for availability.  They are a major Telstra dealer.

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".
Margieff
Level 2: Rookie

Re: Why can't I order a new corded standard handset online?

I agree - can't understand the call centre people they all sound the same AND more importantly - they can't understand ME!!! Great customer service - not

Margieff
Level 2: Rookie

Re: Why can't I order a new corded standard handset online?

A few years back I went to the Telstra store in Karingal (Vic) they told me to go to Telstra - my response was "but you are Telstra!" They were only interested/trained in selling products.

Level 21: Augmented
Level 21: Augmented

Re: Why can't I order a new corded standard handset online?

The Telstra Call Guardians are IMHO the best home phones for Telstra. You can get a corded or cordless version (301 cordless, 302 corded).

 

If no luck with Telstra just get one from eBay,

 

I've got a 301 and my nuisance calls went from 30+ a month to zero. Best thing since slice bread as they say :-)

 

Go Tiges!
babkarl
Level 2: Rookie

Re: Why can't I order a new corded standard handset online?

I was after a cordless phone. Now you wouldn't think that was too hard. I am getting the NBN and wanted 2 cordless phones to connect to the modem which I had been told was possible. So first I looked at the Telstra website to see what was available. Found what I thought would be OK so I rang the 1800 number and really didn't come away with a definite answer of yes its would do as I wanted or not.

No worries I thought I would go to the local Telstra shop and see someone in person and buy it there. No luck there, they told me to go to Kmart. OK, I went to Kmart and the high school drop out there wasn't as tech savvy as one would hope (not surprised at that). Then I get onto this "crowd support". The advise was to go to JB Hifi, they could help. OK I went to JB Hifi and they said they didn't have anything cordless that would connect wifi to my modem I should go to Telstra because they did.

Never give up! Back to the Telstra website and call centre, and this time I get someone that says what I want is a T voice 503 Handset $2/mth or $48 out right and I can order them online.

Sounds simple except for the life of me I can't work out how to order it on line, no little button to click. Never had a problem ordering things online before but then I have never tried to order from Telstra.

OK I must be doing something wrong so I call the call centre again for help. As you would expect they were going to solve all my problems but couldn't tell me how to order it online and couldn't order it for me because there was an open order for me with the NBN.

So should I just give up and accept that I have money, know what I want to buy, know where it is, but they won't/can't sell it to me.

I use to actually work in Telstra and then we use to joke that the Soviet Union was just Telstra with Tanks (LOL). Looks like the only thing that has changed is the Soviet Union.

Level 21: Augmented
Level 21: Augmented

Re: Why can't I order a new corded standard handset online?

@babkarl I purchased my Telstra 301 from eBay and just checking I see you can get the 503 as well.

 

The 301 I have is a brilliant phone, and is great in dealing with nuisance calls.

 

My experience when calling the 8am-9pm AEDT Sales team: 1800 676 442 was totally different to you, I had no issues should I have decided to order directly from Telstra. The main reason why I didn't is I would rather items I order go to my 24/7 parcel locker than via courier.

Go Tiges!
babkarl
Level 2: Rookie

Re: Why can't I order a new corded standard handset online?

I must say the call centre people all said the right things just couldn't actually help. That makes it even all the more annoying. They are stuck on their script and there is no off ramp. It is not surprising either, the staff there have good jobs in 3rd world countries and are not going to go outside their set parameters and risk their jobs even if they could.

I don't think I really wanted anything very difficult. I just want to purchase a phone that is advertised on the Telstra website.

However they did try and sell me a mobile plan. The guy at JB Hifi asked why I wanted a home phone anyway, "everyone" uses mobiles and the Telstra shop told me they had only have mobiles and tablets. 

So I get the message. Telstra is only interested in selling what it is interested in selling, and that is mobiles. They really don't want to sell anything else as there is no money in it but will pretend they are. The call centres are not designed to actually assist customers just to sell more products that Telstra wants to sell (and that not wireless home phones).

Thank you for the advise @Ozmoz. You have essentially said I should buy something else from someone else. Good practical advice.

The JB Hifi guy's advice was to get with the program and ditch the home phone altogether. Also good advice.

 

Level 21: Augmented
Level 21: Augmented

Re: Why can't I order a new corded standard handset online?

@babkarl wrote:

Thank you for the advise @Ozmoz. You have essentially said I should buy something else from someone else. Good practical advice.

 

 


I just rang the 1800 number and found I could order the phone. He did ask "why do I need a phone" which I thought was a rather ridiculous question to ask. That being said, all the home phones should be available to order online without the need to call anybody, like all the other Telstra gear.

 

Telstra could still keep the 1800 number for those customers that would like to pay it off on their home/broadband account, which is probably why it was done that way in the first place. But since then the Telstra website is far more user friendly for ordering stuff as its had a complete overhaul.

Go Tiges!
babkarl
Level 2: Rookie

Re: Why can't I order a new corded standard handset online?

Don't know what happened to my last post. So I will try again.

Thank you @Ozmoz I also rang Telstra again today and was told again how I could order it online. So I asked the lovely Filipino girl if she could show me how because I couldn't work out how to do it. I was sitting at my computer waiting to slavishly follow all and every instruction. Seems she couldn't work out how to do it either. Then she decided that she should order it for me. I am easy to get on with so I agreed.

Unfortunately she couldn't do that either. After many long waits while she consulted subject specialists her suggestion was I should go to a Telstra shop. I pointed out that I had been to a Telstra shop and they told me to go to Kmart. So she suggested I should go to another one, a different one. She would even help find one near me to go to.

OK I have been to my alternative Telstra shop and they told me they would not order one for me. Can you believe it, a Telstra shop saying they would not order a Telstra product for me. Seem they have cordless phones there and I should buy one of them.  

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