GDogg
Level 1: Cadet

"on hold" wait times

does anybody think it's acceptable to have to wait on hold for an hour before talking to anybody at Telstra when you call with a query?!

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7 REPLIES 7
abthomp
Level 14: Field Agent

Re: "on hold" wait times

If you actually got to talk to a real person after an hour on hold you should consider yourself lucky.

GDogg
Level 1: Cadet

Re: "on hold" wait times

well they certainly weren't in Australia and after several minutes of trying to get them to understand my query I hung up in frustration!


@abthomp wrote:

If you actually got to talk to a real person after an hour on hold you should consider yourself lucky.


 

Mr_Monaro72
Level 2: Rookie

Re: "on hold" wait times

I can only report on my experience and it has generally taken three months to sort a problem out. This has not been a one off but over numerous times. Current problem is 6 weeks and counting.

ProfessorPhone
Level 23: Superhero

Re: "on hold" wait times

The current process does no credit to Telstra who charge a premium,  and current customer service "speaks for itself"

"BEING NICE TO OTHERS .. IS NICE"
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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.
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Techunsavy
Level 2: Rookie

Re: "on hold" wait times

definately not acceptable but you were lucky, when I rang on Friday I was on hold for 45min and then it hung up on me, rang back and again around 45 min on hold and it hung up again, so gave up. I will have to try again tomorrow

markmc
Level 4: Private Eye

Re: "on hold" wait times

You forget what a nightmare you enter when ringing.....sometimes you fluke it and get a top person....other times you get sick of saying "SORRY?".......I was put on hold for ages (with that crap music that should have a mute button) and while i was on hold they rang and left a message saying they missed me??????

Ozmoz
Level 22: Superhuman
Level 22: Superhuman

Re: "on hold" wait times

Hi @Mr_Monaro72 

 

I suggest you lodge a complaint via https://tel.st/4amxg 

 

It can take up to and exceed 5 business days for a case manager to be assigned.

 

6 weeks and counting for an issue to be resolved isn't what any customer should expect.

 

 

Someone keeps putting vegetables in my beer crisper :-(

Footnote: I don't work for Telstra, I just try to help out fellow Telstra customers.

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