Tracie22
Level 3: Gumshoe

Complaint about Warrnambool Telstra stores

Answered

I have been trying to get my 85 year old father connected to home broadband so he can watch Netflicks. We were told the connection would be a matter of weeks and the nbn contractor responsible for connecting the aerial to the roof of my father's house would be in touch within days. Not so. I emailed the sales assistant after nearly two weeks of waiting and was told a completely different story. Firstly, they booked the nbn contractor appointment and didn't bother to tell us - for 30/6, six and a half weeks after my father had signed. Couldn't get an earlier appointment apparently. I was told there was a mandatory 29 day cooling off period so nothing could be done any earlier anyway. More news we hadn't heard before. I spoke to the manager to complain about this misinformation and was told the salesperson really did know his job and had not lied. When I insisted it had to be one of them, I was told I could cancel my contract if I didn't like it and when I complained about that ugly attitude, was hung up on! Buyer beware. I rang the other francise at Warrnambool (Gateway Plaza) and was told they were owned by the same person. So no luck shifting the business elsewhere. I was also told that the delays with nbn were due to a strike in their workforce, which was already happening when we were being assisted on 15/5. It all sounded very fishy, like nbn was being used as a scapegoat in all this, so I rang another provider. They told me there has been no strike in the nbn workforce and after checking the property details, I was told it was always going to take 4-6 weeks to get a connection and we should have been advised of that upfront. Warrnambool Telstra is as unprofessional as I have ever encountered. No care and no responsibility after they have signed you and if you complain about the poor service, you are treated very rudely indeed. Not interested in keeping the customer happy - and how is that ever going to happen unless you are upfront with people to begin with? What of Dad's order? Who knows. I'm making further inquiries now about this supposed strike at the nbn and there may be another post to come. The sooner Telstra takes back their stores and offers their customers real customer service, the better. The overseas call centres didn't work and these franchises don't either.

3 ACCEPTED SOLUTIONS

Accepted Solutions
Tracie22
Level 3: Gumshoe
Accepted Solution

Re: Complaint about Warrnambool Telstra stores

23 Exhibition Street is that? How rude you are. How dare I complain? Is that the attitude here. None of the replies make any sense at all. Obviously. The latest is that the geniuses at Telstra Warrnambool haven’t set up my father’s Telstra account information properly so an ID won’t work and we were never going to be able to sync his tv. This is such hard work. My 85 year old father doesn’t have email so I gave them my email, informing them that I was using that email for my Telstra mobile account already. Just to be sure. No problem we were told. Well it is a problem after all. More wasted time trying to fix this. 

 

And still no answer as to why we were told a couple of weeks for the connection and now it has blown out to six and a half weeks. Six and a half weeks. My advice is that the strike at nbn in no way caused this issue, they are being used as scapegoats. No wonder it is embarrassing for you. This complaint is not closed and I will be updating online our latest pain until it is all resolved and we have the services we have signed for. Too bad if you’re annoyed. We’re totally unimpressed. 

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Tracie22
Level 3: Gumshoe
Accepted Solution

Re: Complaint about Warrnambool Telstra stores

OMG. I rang a Warrnambool franchise to try and get my father’s account updated with my old email address so we could just maybe sync his tv and was told no, he would have to go into a store with his drivers licence. He’s sitting right here with me. I know they screwed up the authorisation on his account but he’s right here waiting to speak to them. This was their error but no assistance whatsoever. We have to drive all the way to Warrnambool from Port Fairy and back. It just gets better doesn’t it? Not today as there’s only so much BS you can put up with in one day. And so it goes on.

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ProfessorPhone
Level 23: Superhero
Accepted Solution

Re: Complaint about Warrnambool Telstra stores

Madam, I do not work for Telstra.

I am a 76 year old retired (gentle)man who has a telecommunications  background. I and others here have no financial or business reward in your dealings with Telstra.

Crowd Support is a customer to customer help website.

No one here has account access or can resolve your problem.

Please accept we are all just customers like you, except we are a little more respectful, as are 99.9% of other customers who seek our assistance.

As Magda says "Goodbye"

"BEING NICE TO OTHERS .. IS NICE"
If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge 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. Expert in current Telstra Go repeaters & smart antennas.
"Being 76 years of age, entitles one to be an expert at everything!!"

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12 REPLIES 12
Dowser
Level 21: Augmented
Level 21: Augmented

Re: Complaint about Warrnambool Telstra stores

If you feel that you have been misled or encountered unprofessional conduct then you could consider lodging a complaint with Telstra.

The process for lodging a complaint are detailed on the webpage

ProfessorPhone
Level 23: Superhero

Re: Complaint about Warrnambool Telstra stores

The last thing I would do is defend a Telstra franchise .... but ......there is / was a NBN strike:

https://www.theaustralian.com.au/breaking-news/hundreds-of-nbn-workers-walk-off-the-job-across-austr...

 

https://ia.acs.org.au/article/2021/nbn-technicians-strike-over-pay.html

Telstra announced a few weeks ago that they are "taking back" all the retail franchises /licensed stores all around Australia.

 

The rest of what you wrote so eloquently, I cannot disagree.

 

"BEING NICE TO OTHERS .. IS NICE"
If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge 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. Expert in current Telstra Go repeaters & smart antennas.
"Being 76 years of age, entitles one to be an expert at everything!!"
Tracie22
Level 3: Gumshoe

Re: Complaint about Warrnambool Telstra stores

I have lodged a formal complaint and asked them to please take back their franchises. 

Tracie22
Level 3: Gumshoe

Re: Complaint about Warrnambool Telstra stores

Thanks for the update. I did a further search on this ‘strike’ but couldn’t find out if it actually happened in our area or how long it lasted. If it was going to delay our connection by four and a half weeks, I would have thought it would be big news, significant enough to advise a customer of this drawback at the point of sale. I checked our dates and we were there on the 14th Friday of May, two days after the newspaper report you have referenced. Nothing is making sense and I just don’t buy it. I think I just heard too many excuses for very poor customer service today. 

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Complaint about Warrnambool Telstra stores

@Tracie22 the walkouts and strikes have had an impact but there are also other factors at play in regards to their workforce scheduling, which is the current major reason for delayed appointments. It is definitely not normal for an installation appointment to take as long as it is.

 

Not standing up for the stores you visited as I don't agree with their actions, or for anyone else you have spoken to at Telstra, but there is the possibility they were unable to discuss the delay reason due to commercial in confidence obligations to NBN, which may also be why the other provider made no mention of it either. However, I did notice NBN have released a short statement about it which I included below:

 

https://www.nbnco.com.au/utility/appointment-notice

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
Tracie22
Level 3: Gumshoe

Re: Complaint about Warrnambool Telstra stores

Commercial in confidence? Give me a break. Just how far fetched are these excuses going to get? The simple question of when the installation is going to happen is a very obvious one for any customer. It’s paramount aside from the cost of the service itself. I reiterate that my father signed on after the so called strike began, if it was even applicable to the Warrnambool area, which I am yet to discern. To then be treated as though we have completely unrealistic expectations, to the point of arguments as to what the salesperson would or wouldn’t have told us, with of course us getting it all wrong, amounts to customer service at its absolute worst. They must have been striking for four and a half weeks for our order to be delayed for that long, so any oversight in mentioning such a huge disruption simply doesn’t cut it.

ProfessorPhone
Level 23: Superhero

Re: Complaint about Warrnambool Telstra stores

Tracie, three of us have offered you information. You are speaking to other customers who have taken the time and effort to try to assist you, and your response is not what we are used to. We have delivered information to you, and maybe the time has come to look at yourself.

"BEING NICE TO OTHERS .. IS NICE"
If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge 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. Expert in current Telstra Go repeaters & smart antennas.
"Being 76 years of age, entitles one to be an expert at everything!!"
Tracie22
Level 3: Gumshoe
Accepted Solution

Re: Complaint about Warrnambool Telstra stores

23 Exhibition Street is that? How rude you are. How dare I complain? Is that the attitude here. None of the replies make any sense at all. Obviously. The latest is that the geniuses at Telstra Warrnambool haven’t set up my father’s Telstra account information properly so an ID won’t work and we were never going to be able to sync his tv. This is such hard work. My 85 year old father doesn’t have email so I gave them my email, informing them that I was using that email for my Telstra mobile account already. Just to be sure. No problem we were told. Well it is a problem after all. More wasted time trying to fix this. 

 

And still no answer as to why we were told a couple of weeks for the connection and now it has blown out to six and a half weeks. Six and a half weeks. My advice is that the strike at nbn in no way caused this issue, they are being used as scapegoats. No wonder it is embarrassing for you. This complaint is not closed and I will be updating online our latest pain until it is all resolved and we have the services we have signed for. Too bad if you’re annoyed. We’re totally unimpressed. 

View solution in original post

Tracie22
Level 3: Gumshoe
Accepted Solution

Re: Complaint about Warrnambool Telstra stores

OMG. I rang a Warrnambool franchise to try and get my father’s account updated with my old email address so we could just maybe sync his tv and was told no, he would have to go into a store with his drivers licence. He’s sitting right here with me. I know they screwed up the authorisation on his account but he’s right here waiting to speak to them. This was their error but no assistance whatsoever. We have to drive all the way to Warrnambool from Port Fairy and back. It just gets better doesn’t it? Not today as there’s only so much BS you can put up with in one day. And so it goes on.

View solution in original post

Tracie22
Level 3: Gumshoe

Re: Complaint about Warrnambool Telstra stores

Interesting too how this system is trying to force me to accept a resolution to my problem. I do not have one. And yet I am receiving emails prompting me to a ‘Rookie’ and thanking me for my contribution to the community. The robots seem happy at least 

ProfessorPhone
Level 23: Superhero
Accepted Solution

Re: Complaint about Warrnambool Telstra stores

Madam, I do not work for Telstra.

I am a 76 year old retired (gentle)man who has a telecommunications  background. I and others here have no financial or business reward in your dealings with Telstra.

Crowd Support is a customer to customer help website.

No one here has account access or can resolve your problem.

Please accept we are all just customers like you, except we are a little more respectful, as are 99.9% of other customers who seek our assistance.

As Magda says "Goodbye"

"BEING NICE TO OTHERS .. IS NICE"
If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge 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. Expert in current Telstra Go repeaters & smart antennas.
"Being 76 years of age, entitles one to be an expert at everything!!"

View solution in original post

Tracie22
Level 3: Gumshoe

Re: Complaint about Warrnambool Telstra stores

So a very polite, patient and competent person from Telstra has contacted us. They have spent hours sorting through the issues with this sign-up and have managed to resolve three of them and answer several other questions that had begun to concern us given the number of mistakes made with my father’s account. No help from the franchise whatsoever. There is more to resolve but my father finally has a Telstra ID, a tv wireless connection and a confirmed date for installation of an antenna 10/6. That means it will take us 7 weeks from the point of signing to get an antenna. I guess that’s the best you can expect. The screw up with me not being set up properly as an authorised person on his account will apparently be fixed in 24 to 48 hours without the need to physically go to a store. Yay. My father is happily watching Netflix off the mobile signal. Not ideal but it’s what we set out to do. They asked about his mobile and tablet but we said we will deal with that stuff later as there have been just too many issues to contend with already. I know all of this stuff is no big deal for a competent person but when it isn’t dealt with properly, you have no end if trouble, including people trying to blame you for the failures. The franchises are a disgrace, leaving customers in this position. 

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