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

I have recently solved a problem with Optus, but only after I contacted the
Ombudsman Office. The site is http://tio.com.au and complains can be lodged
either on-line or on the phone. Once a complant is lodged they give you a
special number to call the phone company and these guys have the authority
to actually solve problems: after arguing with the regular customer service
at Optus for a few weeks, the problem was solved in 10 minutes after I
called the tio office.

Rafi
----- Original Message ----- From: "Jasmine Andrews" <jasminethetrainer@xxxxxxxxx> 
To: <austechwriter@xxxxxxxxxxxxx>
Sent: Thursday, December 18, 2008 11:09 AM
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


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