My iphone 11 (still under warranty, bought on a plan in march 2020 through a Telstra store) switches itself off then back on constantly. I sent it away through the Telstra store at the start of October 2020. The phone was returned still faulty 2 weeks later. Sent the phone away again from the same Telstra store only for it to be still sent back faulty 2 more weeks later- they just factory reset it. The Telstra store told me to contact a complaint manager to resolve the issue. I made a complaint through Telstra complaint manager requesting a new phone (which they don't do anymore I was told, only repairs). The complaint is still unresolved as of 20/1/21.
I have contacted Telstra literally 100 times via their ridiculous text messaging service and over the phone (sometimes waiting over an hour to talk to someone) to try to resolve the issue and have gotten nowhere. I have made a complaint with the Telecommunications Ombudsman at the start of Dec 2020 but due to high demand am still waiting on a case manager.
My current Telstra complaint manager has made every excuse under the sun to avoid resolving my complaint. He even told me that he could not contact me at an agreed time as his daughter had died in a car accident!!! What a thing to tell a customer! We have come to several agreements (upgrade to iphone 12 on same plan, re-imbursement of device repayments while device was faulty and to send a return satchel so the faulty phone can be returned) but every time we get to this point he stops contacting me for 1-2 weeks, makes up some BS excuse and then i have to text Telstra and try to get them to call me again. Then whole process starts all over again.
I'm at my wits end with them making excuses, not contacting me to try to resolve my case, being rude. He told me that I am being difficult!!! I JUST WANT A PHONE THAT WORKS AND WHAT I AM PAYING FOR!!!!! NOTHING MORE!!!!!!
I am still paying the full amount of my bill.
I made 3 complaints to the office of the CEO Telstra via online and they have not contacted me either (in regards to comments about dying children and the poor service I am receiving)!!!!
I have requested a new complaint manager mid December 2020 which still has not happened!!!!!
I'm about ready to tell them where they can stick their 25 years of my loyalty as a customer, their $200 a month payments I make (phone, internet and ipad) and their faulty iphone!!!!!
I am ready to go to the media to share my story... I have everything documented and screen shots of the text messaging service since the issue started.
Someone please help!!!!
Hello
Setup direct debit