Searching...

Changes to fixed customer service hours of operation

by Online Community Manager ‎2017-04-05 09:56 AM
Posted by (Online Community Manager)
5th Apr 2017, 9:56am
Optus

As of 26 April 2017, we’re reducing the number of hours of operation for our Fixed customer service team so that we can improve our customer experience. From 26 April 2017, our Fixed customer service line will no longer be available on Saturdays so that we can allocate more staff during peak times on weekdays.

 

Of course, you can still contact us via Live Chat which is open from 10am-9pm on Saturdays and Sundays and 8am-11pm on weekdays. Or alternatively you can use our self-service channels, My Account and My Optus App for online help at any time. Technical support also remains available 24/7.

 

If you need to contact us, please head here.

Comments
GeoffreyL
by Occasional Contributor GeoffreyL
‎2017-04-20 12:12 PM

What a fantastic idea, reduce service hours in the week following the release of a new phone. 1 Million kudos to the genius who thought that one up.

ba120
by Visitor ba120
‎2017-04-22 10:10 AM

Great NO Optus SERVICE until Monday!

Yes OPTAS why not Service customers 7days a week 

what a cheap idea !

eNuff
by Frequent Visitor eNuff
‎2017-04-22 01:31 PM

Currently sitting on hold for 92mins and 04secs... to find out why i have been over charged. Setting an interesting benchmark that should only get worse once there is less chance to speak with someone.

GeoffreyL
by Occasional Contributor GeoffreyL
‎2017-04-22 01:34 PM

eNuff and when you do get through they'll probably tell you "thats the job of xyz team, their hours are 9 till 5 M-F"

WhoIsAtlas
by Contributor WhoIsAtlas
‎2017-04-22 05:45 PM

Changes to FIXED customer service sholdn't really impact new mobile phone releases now will they...

Marie
by Moderator Marie
‎2017-04-23 01:48 AM

Hey GeoffreyL, sorry for any confusion ans WhoIsAtlas mentioned this isn't affecting our Mobile Customer Care team, their hours of operation are still: Mon - Fri: 8:00am- 7:00pm, Sat: 9:00am - 5:00pm & Sun: Closed. 

 

Happy to pass your feedback on ba120.

 

Sorry to hear that's been your experience eNuff Smiley Sad You're most welcome to PM through your account details and we'd love to help you out with your account issue. 

Harry123
by Contributor Harry123
‎2017-04-25 10:59 AM
I'm a little confused by this message from Optus (Online Community Manager) ..."As of 26 April 2017, we’re reducing the number of hours of operation for our Fixed customer service team so that we can improve our customer experience. " Let me see if I got that right, Optus will now provide less customer service so that it can improve Optus staff customer experience ? Or did the writer suggest that by cutting down on the service hours provided Optus will actually improve Optus customers experience in dealing with Optus ?
Vicky
by Moderator Vicky
‎2017-04-25 12:19 PM

Hi @Harry123 - thanks for getting in touch with us. The full blog post is as follows:

 

As of 26 April 2017, we’re reducing the number of hours of operation for our Fixed customer service team so that we can improve our customer experience. From 26 April 2017, our Fixed customer service line will no longer be available on Saturdays so that we can allocate more staff during peak times on weekdays.

 

We can still be contacted online via Webchat, our forum and other social media outlets. 

Rosepleasure
by New Contributor Rosepleasure
‎2017-04-29 12:28 PM

I tried webchat from approx 9am today till approx 11am, 4 times with 4 persons to getthing no where. Every time, they told me to wait because they need to transfer the chat. After about 30mins, then the chat cut off, 4 times...

 

Facebook; sent message about buying new NBN on Thursday 9am, just got answer yesterday 1pm...

dreamboat
by New Member dreamboat
‎2017-04-29 12:44 PM

What does 'fixed customer service' mean in this context? Was the customer service 'broken'?

 

Please speak plain english, not Optus corporate jargon.