atw: Re: Be aware of the new-look mobile Telstra bill

I had to get on to the Telstra customer service to check on the status
of a faulty phone line reported over the weekend, especially to test out
Warren's comment below. Unfortunately, before I could get really angry,
I was told (and rather courteously) that there was an network outage in
my area and that the techies were to look at it today. 

Damn!

 

Meanwhile, I did receive this new-look Telstra bill (Ana, the new look
applies to fixed phone/broadband bills too) and wasn't majorly
impressed. For one, this bill was printed on coloured glossy paper,
which could have been avoided, as no one in my knowing keeps paper
copies of bills more than a few months old. Furthermore, there were a
lot of things different content-wise about the bill, like a different
BPay account code (might have to check on this, lest Telstra comes back
tomorrow demanding that I never paid the bill).

Another thing I noticed was that there was a reduction in the actual
content on the bill than the previous ones. Of course, with the way the
current economic climate is heading, words must suffer a cut as well

(hope it does not come at a price of being a total unreadable piece of
communication).

 

Cheers,

Swapnil

From: austechwriter-bounce@xxxxxxxxxxxxx
[mailto:austechwriter-bounce@xxxxxxxxxxxxx] On Behalf Of Jasmine Andrews
Sent: Thursday, 18 December 2008 11:09 AM
To: austechwriter@xxxxxxxxxxxxx
Subject: atw: Re: Be aware of the new-look mobile Telstra bill

 

You can avoid agression on the phone with Telstra, but you MUST directly
ask to make a complaint. 

 

I spent 9 months battling Telstra re regular overcharging that added up
to many hundreds of dollars. I called twice or more every month to
complain/follow up but these calls were not recorded as complaints. I
had even spoken to every team leader and manager around to try to
resolve the issue. Apparently, saying that you wish to complain is not
the same as asking to be put through to the complaints team. 

Jasmine

2008/12/18 Warren Lewington <wjlewington@xxxxxxxxxxx>

Trick with dealing with Telstra. Be angry with the call centre staff
member from the moment they answer. There are rules they have to follow
with angry customers - namely fix the problem asap. Unfortunately, and
PERVERSELY; it works...

Regards;
Warren

-----Original Message-----
From: austechwriter-bounce@xxxxxxxxxxxxx
[mailto:austechwriter-bounce@xxxxxxxxxxxxx] On Behalf Of Ana Young
Sent: Thursday, 18 December 2008 09:57
To: AusTech
Subject: atw: Be aware of the new-look mobile Telstra bill

Hi,

Telstra has just introduced a new-look mobile bill. If you are a
customer, please make sure you read it. I got my first one yesterday.
After correctly charging me $4 for calls, they also charged me $1220 for
extras.

It has taken me 7 calls and 2 hours to sort the problem. One of the
reasons is that they rolled out the new bill having only trained a
handful of people on it and (not surprisingly) they are currently
inundated by calls.

Before you start a thread on the reasons why you shouldn't be a Telstra
customer, there are valid reasons for some of us to be a customer -
Telstra is the only telco that provides cover for all mines.

Have a safe, peaceful, and happy festive season.

Cheers,
Ana




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