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Level 4: Private Eye

NBN Case Management Failure one part solution

Anyone who has recently dealt with the nbn case management team may ask this question.

Why when you cal your case manager do you have to go through regular customer service? 

 

Usually this results in at least an extra 30 minutes of time.
And you do not get to "your" cas manager because there is no "pin" linkage.

 

THE ANSWER

Telstra advised the case management team that the
phone number for their support is >>>>>>>>>1 800 834 273 the option 2 then the Pin.
THAT IS THE WRONG NUMBER !!!!!!!!!!!!


I have spoken to about 7 case managers on my single problem, outlined in another post.
Each time you have to tell the story again.
EACH SUPPORT PERSON DOES NOT SEE A CONCISE RECORD OF YOUR SITUATION.

They do see every note and maybe doc related and some account info, it's not decipherable.

 

WHAT IS THE CORRECT NUMBER?

HERE IT IS >>>>>>     1 800 770 862 select option two and or just enter the Case Managers Pin #

as instructed.

 

"YOUR" case manager probably wont be available and you will have to explain the system notes to another one.
BUT you might get lucky and get the guy who knows your story and save some time.

I discussed this error with several case managers(3)

they were all SHOCKED that their cheat sheetS ONLY have the incorrect number!!!!

I SPECIFICALLY ASKED WHAT THEY WERE INSTRUCTED TO TELL CUSTOMERS!

HOW CAN THIS HAPPEN in a HUGE profitable company like Telstra?

iS IT A DIVERSIONARY TACTIC?
Or just bad management.

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