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5 - 7 business day wait for return call regarding faulty handset cradle AND MORE!
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Re: 5 - 7 business day wait for return call regarding faulty handset cradle AND MORE!
Hi Helenmurdock
Welcome to Crowd Support
There is a reason why they can not escalate your problem any faster than 5-7 business days.
A) that would be unfair to all the people who have waited in the queue
B) I presume the reason why a Senior T-Hub technician has to evaluate the issue is because it may be something they can fix without needing the T-HUB replaced or sent back for re-pair
C) As you advised your son works for a Telstra Dealership he should know the process and understand that it is un-fair to cut corners.
A Telstra dealership consultant is quite different to a Senior T-Hub technician, just because the consultant at the dealership said it's faulty does not mean it is, hence why Telstra has a Senior T-hub technician to evaluate it before jumping to any conclusions.
I can understand your fustrated and you just want your sisters service restored and fixed but you must follow the correct procedure just like everyone else.
- C
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Re: 5 - 7 business day wait for return call regarding faulty handset cradle AND MORE!
the cradle does not charge - it is dead - not receiving any power - how is someone in an office going to determine that?? My son works for a Telstra partner, not Telstra store. Why cut so many jobs if there is obviously a need for more technicians. Waiting 5-7 business days is still the most ridiculous wait time I have ever heard of, and not acceptable. After the wait time, we still have to go through the replacement process which, Im guessing will be probably 10 days.
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Re: 5 - 7 business day wait for return call regarding faulty handset cradle AND MORE!
@helenmurdock wrote:the cradle does not charge - it is dead - not receiving any power - how is someone in an office going to determine that?? My son works for a Telstra partner, not Telstra store. Why cut so many jobs if there is obviously a need for more technicians. Waiting 5-7 business days is still the most ridiculous wait time I have ever heard of, and not acceptable. After the wait time, we still have to go through the replacement process which, Im guessing will be probably 10 days.
The point is that the Senior probably has a decent amount more training then some Dealer trained sales rep, and he makes the decision if it gets replaced.
You are not, contratcutally or otherwise, entitled to Repair and Restore of that hardware within 24 hours are you?
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Re: 5 - 7 business day wait for return call regarding faulty handset cradle AND MORE!
agreed that the senior would have more training - no one seems to get my frustration at having to wait 5 - 7 business days for a phone call to then go through trouble shooting again (already done with THub support twice) and then to have to start the replacement process. Im not sure what this sentence means "You are not, contratcutally or otherwise, entitled to Repair and Restore of that hardware within 24 hours are you?" Any way, I have since been told by the telstra partner that the information I was given (over and over again) is wrong, and that telstra have accepted the thub back and it is being replaced. the maximum wait time for a call back is 2 working days - which is more acceptable