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Wombat2dogs
Level 2: Rookie

Telstra Shop

Can someone please explain to me the relevance of Telstra shops?

My understanding is that they are a commercial venture, not really part of Telstra and their primary role is to be a place where you can pay your phone bill, buy a new phone or upgrade some of your existing services.

Last week I went to my Telstra shop to complain about the run-around I've been getting for the past twelve months from Foxtel and Telstra simply to upgrade my Foxtel IQ box to an IQ4. I told the staff member of the troubles I had and said that I was considering disconnecting from Foxtel by Telstra and taking up the offer from Foxtel direct.. Her response: (a) If I disconnect there would be a 2 week delay before I connected to Foxtel, and (b) ring Telstra to arrange an upgrade. Very helpful, NOT!

Given their Telstra knowledge, why couldn't they, with just a few clicks on a keyboard, set me up on-line from their own desk, for an IQ box upgrade? 

Today, I went again to my local Telstra shop because my phone wouldn't turn on or charge. The staff member said he would put it on a fast charge and monitor it for me, then promptly turned to another customer. Ten minutes later, another staff member asked if I was being attended to. I explained my situation and she went away, returning with my phone which she said wouldn't turn on or charge. Which I already knew. Big Surprise! She referred me to a "technology store" which might be able to fix it. Fortunately there was one close by  and I drove there, explained the situation and they fixed it, without charge, in less than ten seconds! There was a tiny bit of fluff in the charging port.

Why couldn't the "experts" at the Telstra shop have discovered and fixed that?

So I ask again: What is the relevance of Telstra Shops? You can pay your phone bill at any Post Office, you can buy a new phone at any of the big retailers, you can upgrade your existing services or troubleshoot via the phone, if you can manage to explain your problem to an overseas call centre

Surely there must be something positive that they can do, otherwise why are they there?

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8 REPLIES 8
Support Team
Support Team

Re: Telstra Shop

Hi @Wombat2dogs

 

Thanks for your message and very sorry for the issues you have experienced in your local Telstra store.

 

Telstra stores are not able to complete most account related tasks and their skill sets are mainly geared towards displaying and selling new products. Many Telstra stores have limited staff and account issues such as yours would traditionally take more than 30 minutes and require follow up, all of this time takes away from their ability to be available to other customers in store.

 

Our call centres on the other hand have specialist skills and staff available at all times who can work to resolve and follow up on issues. 

 

What have our Foxtel team advised last time you were in touch? What is the reason they have provided for not being able to upgrade your Foxtel box?

 

I look forward to your response.

 

- Jimmy

 

 

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Level 22: Superhuman

Re: Telstra Shop

Regarding your question as to the relevance of Telstra shops.

Until Telstra was begun to be privatised in 1997, and fully privatised in 2011, there were only a few stores staffed by Telstra employees in each city and some country areas. For instance, in Melbourne there were 5 or 6. The great majority of staff were actual technicians, as apart from the city store, they had actual drive-in workshops.   Most of the sales people were technicians.

When Telstra was a Government instrumentality, and there was not a profit motive, it was a service organisation..

As privatisation progressed, and the shareholders expected a return,  it became a profit making business, with some Government requirements re services.

The stores are now mainly licensed/franchised  and  the Telstra stores exist to make a profit for those who pay for a license/franchise.

To make a profit, they sell Telstra services,  but in most cases, are not able to sort out convoluted problems, as they do not get financially recompensed for it.

As there are so many stores, mostly privately run, some will just do what is required and some may go the extra mile, for which they do not get paid for.

 

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".
Wombat2dogs
Level 2: Rookie

Re: Telstra Shop

Hello Jimmy

Thanks for the wonderful example of spin.Taking your points one by one:

 

The public perception of a Telstra Shop is of a place where they can go to have their Telstra-related problems solved and have their existing services upgraded, not just a bill paying service or a phone shop. There are plenty of places where both those things could happen. If that is not the case, then perhaps Telstra should make it clearer to the public. Other technology retailers have staff who are in fact very technically minded and can solve the majority of queries, usually without having to wait in a queue.

regarding phones and plans. If the staffing levels at Telstra shops are inadequate, there are plenty of people out there looking for work who would be more than happy to take up a job there.

 

My local Telstra shop has at least eight staff members, each of whom appears to walk very quickly around, holding pieces of paper and looking intensely busy. Most of the local retailers in that shopping centre have only two to three staff and seem to manage very well at that level.

 

Holding up customers for up to to thirty minutes doesn't seem to be a major issue for the staff at my Telstra Shop - see my first comment above. I've lost count of the number of times that I have stood in a double queue for anything up to 20 minutes (sometimes longer) to be attended to. Again, my personal experience is that most people who go there are resigned to a long wait before their matter is taken care of.

 

Your call centres are all overseas. Most of the time, my experience has been that their staff can often be very difficult to understand, particularly for a person with hearing difficulties. Perhaps Telstra could employ a few more people locally.. On some occasions, I have had to tell the call centre operator that I need to speak to an Australian representative, which then creates its own pot of problems. Nevertheless, in most other instances, I have indeed found them very helpful and knowledgeable.

 

Finally, you ask what I was advised the last time I contacted someone about such a simple matter as upgrading a Foxtel Box - The response: "Ring this number and tell them you want to disconnect your current service. Maybe they'll do something for you then."

Support Team
Support Team

Re: Telstra Shop

We are sorry for any concern caused by the experience you've had in store @Wombat2dogs

 

Depending on what you're looking to do, our staff will assist where they can or point you in the right direction.

When visiting a store, it's worth booking an appointment first to save waiting in store, you can do this here .

 

So you're aware, you can arrange a upgrade for a Foxtel from Telstra set top box online here 

 

If you experience any faults with your Foxtel from Telstra services, it's best to call our team on 131 999.

 

In regards to our call centres, Telstra has had a mix of call centres tor many years, both in Australia and overseas, some of which are company owned and some of which are run by partners.  

 

This is very common to telecommunications companies and our competitors.

 

Interestingly before we outsourced some of our centres, more than 25 per cent of our customers believed we had call centres overseas.  

This in itself is a testament to the diversity of our workforce at Telstra and the real question here is not where our staff are located but why haven’t we resolved our customers’ issues the first time they call.  

 

We are striving to improve our customer service & working hard to deliver a better experience.

____________________

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Wombat2dogs
Level 2: Rookie

Re: Telstra Shop

Thank you for that sensible response. it makes me feel a little better than the first "fob-him-off" reply I received.

Wombat2dogs
Level 2: Rookie

Re: Telstra Shop

Here we go again!

You gave me a link where you said I could upgrade my Foxtel from Telstra set top box on line. I went through the process and guess what the message was that I received?

"Unfortunately, you cannot upgrade to the latest IQ box online. In order to upgrade to the latest box, please call us on 13 22 00 for assistance (say ‘Upgrade Foxtel' at the prompt)."

Really, what's the use!

 

Support Team
Support Team

Re: Telstra Shop

Hi @Wombat2dogs

 

I'm sorry if you're unable to do this online however it's good to hear that it directs you on who to contact if you'd like assistance with upgrading your Foxtel from Telstra set top box.

 

Certainly not my intention to give you the run around.

____________________

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Wombat2dogs
Level 2: Rookie

Re: Telstra Shop

Never mind, it's only what I've come to expect.

I'll just ring the number and see what disaster happens next.

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