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Why it’s Time to Try Optus in 2016

Retired Employee SteveLong
Retired Employee
6 20 12.7K

Steve Long banner.jpg

 

We want to bring you more than just a network. We’ve raised our game to give you great deals with loads of call, text and data inclusions and invested heavily to provide more customers with 4G Plus, our fastest ever network. But we want to give you more of what you love. That’s why we’re stepping into markets we’ve never been in before, partnering with some of the best brands in the world and bringing you more entertainment than ever.

 

I'll begin by saying that this year, it’s all about your entertainment; whether it’s sport, music, TV or content, we’ve got something you’ll enjoy. I’ll start with the English Premier League. The Premier League is undoubtedly the most popular, dramatic and nail-biting football competition in the world and we’ll be bringing it to Aussie fans for the next three years. As we become known as an innovative entertainment brand, the Premier League will be at the forefront of our suite of exclusive content offerings. And when we say “this year it’s all about your entertainment”, what we mean is, we want to give you more of what you love; that’s why you can now stream music data-free from selected apps with an eligible Prepaid mobile plan or jump on Yes TV by Fetch and watch the biggest blockbusters, the hottest TV shows and latest sports action.

 

Now let’s talk collaborations. In 2016, innovation is a key focus for us so we’ve chosen to work with exciting, progressive brands who are game-changers in their respective industries. Our collaborations are designed to give Optus customers the best perks possible - that’s why we’ve teamed up with global ride-sharing service Uber, to bring you exclusive offers like $25 off your first ride, simply by being an Optus customer and signing up to Optus Perks. In an increasingly competitive market, it’s the little things like this that we hope makes a difference to our customers.

 

We want to bring you new, exciting experiences that you might not get from another telco so we’ve also joined forces with market-leading accommodation provider AirBNB to give Optus customers exclusive deals; like giving away a free $30 prepaid mobile sim card to use abroad when they book accommodation overseas through AirBNB. We’re a big business but that doesn’t mean we don’t share the same passion and values towards customer experience as a start-up. It’s all about collaborating with pioneering organisations so you get the best value from being an Optus customer; we learn what you like (or don’t like) in order to bring you better perks and a more personalised service in future.

 

There’s never been a more exciting time to join Optus. We’re no longer just a humble telco company, we’re a trailblazing entertainment provider committed to bringing you more fun, new experiences and plenty of rewards. So watch this space, we’ve got a lot planned for 2016.

20 Comments
Esteemed Contributor
Esteemed Contributor

Yep the 4G service is brilliant and the low end plans are excellent value in my opinion. Personally I would still like to see more data added to the plans rather than other bonuses that I would probably never use. Smiley Happy

New Contributor rgannell
New Contributor

It's cool how Optus is branching out, but there are still holes left on a basic telco level - how does something like Visual Voicemail take so long to turn on compared to negotiating these cross-promotional deals? We'd like functionality, not more advertising.

Contributor Madshark
Contributor

@SteveLong

 

Hi Steve,

 

Great to see Optus is branching out, however at this point I feel keeping your current/new customers happy is of more importance. I have been with Optus since February this year and your service has been terrible to say the least.

 

Please have someone IN AUSTRALIA contact me to resolve my complaints, as your Customer Service team have told me to go away and disconnect my service as they can't help me get what I'm paying for!!!!!

 

I won't post my service issues here, but I'm sick of being pushed aside when trying to calmly resolve the issues so I can get the service i'm paying $100 per month for.

 

Thank you in advance.

Frequent Contributor
Frequent Contributor

Why it's time to try Optus at all? Better Question - how much can you disappoint customers without that they have enough? Optus - champion in making promises - world champion in not keeping promises. Even if an Optus representative confirms it in writing it does not mean at all that optus will honour it. So - do NOT trust optus at all. Optus works with lightning speed if they believe that you are a new customer. After that it will take weeks/months or longer, dozens of people and uncounted promises until they react (if at all). Optus employees must ROFL every time the message "you are a valuable customer" is send to a waiting customer on the phone. One small suggestion ----- Do NOT Advertise new and exiting innovation in the FUTURE - Just fix existing PROBLEMS YOU HAVE NOW first. Do not tell us customer how caring you are and that you do everything for the benefit of us - Optus is a business and wants to make as much money as possible with as little customer care as possible. That's the way it is and don't pretend otherwise. I wonder if there is still anybody who believes one word of how great, caring optus is and how much they do for their customer and of course it's all free -Free ? Just asked the people who have been billed for non existing service, have received inaccurate bills etc

Just stop advertising bull...... eg - "Premier League is undoubtedly the most popular, dramatic and nail-biting football competition in the world" says who? Just asked Brazilian French German Spanish etc leagues. "But we want

Frequent Contributor
Frequent Contributor

"But we want to give you more of what you love" Yea - I would love god customer services - will I get it during my live time?

New Contributor bradh99
New Contributor

It great Optus is doing all these new things but how about getting the basics right first. I dont know how much Optus spends on advertising but I feel if they just spent half of that on better customer service they would be far better off.

New Contributor austwhite
New Contributor

I see a couple of complaints about existing customers.  It is not much better for new customers either.  A simple query about stock availability is met by customer service treating me like I was stupid.  Contacting Customer Service on different occasions, asking the same questions (hoping first one was just having a bad day) resulted in the same rude attitude but completely different information.

When an order was placed, the details were recorded incorrect.  They could not even get my name right and the order was placed ONLINE and the eMail confirmation had my name correct (meaning I typed it right).   When the order was made, it was all wrong.

 

I am very tempted to go back to Telstra.  At least their customer service team is friendly and they can actually get details correct, even if they have limited access at first level.

 

Optus needs to lift their game in Customer Service and actually providing the Service they promise.  All these promises that are undelivered very much borderlines on false advertising.

Frequent Contributor
Frequent Contributor

Hi Austwhite

Doesn't matter how often you ring Optus the will ALLWAYS asked you for your full name, DOB and any other account details. It doesn't matter if someone transfers you to a different Person or if you have to ring again - very often you will be told "we don't have access to your details....." Every time you get a new person you will get thru this routine and you will need to explain everything again. it's funny - That is  - if you want something from Optus - except if you are a new customer or want to change your plan so that Optus makes money - than it all doesn't matter and Optus works with lightning speed. It's funny - Optus has never ever a problem to find you for billing purpose. For billing purpose your details will be updated within a flash so that Optus can make money out of you the same updated details can't be found for a long time if you want something from Optus.  And about false advertising - Optus does spin better then the best politician. I have a problem with the advertised speed of 100 000 kbps. Optus claimed that an average speed on that line of sometimes und 5 000 (fife thousand) is acceptable and within range!!! and it's not a guarantied speed - so why not promise a speed of 1 million kbps and saying "you will never get it" It would be fantastic if there was a central database where everyone with a complaint (solved or unsolved) could record the nature of the complaint and the progress (on a timeline). There should be a law that Optus paid $x to a charity every time a complained is lodged and not solved within a set time this amount should increase.  If the statistics of that database would be published every month would be marvellous. My complaint about the speed is going on since last year and I have spoken to more than 25 people by now - every time new promises, every time new frustration (to be fair it looks like that someone is actually looking into it - but maybe I'm a to big optimist ( well it took only 1/2 year until Optus started to look at it at all)) and about the rudeness of Optus people - just wait until you have to deal with the help desk - just try to explain your problem and to understand what the "technician" saying will be a challenge, but not to worry, you can get the whetter in Bombay live.

New Contributor austwhite
New Contributor

@gerver:

Oh yes, they are othe frustrations they get away with.  My issue with details though was trying to create a new order.  Ibgave the correct details yet the details they recorded in the order were completely wrong.  They are not even looking after a potential new customer this time.

  

Occasional Contributor richey
Occasional Contributor

I have already commented on what I think of optus service several times before on this forum....I cant complain about it ...THERE ISNT ANY......Putting on fetch tv instead of Foxtel was a very big mistake on my part and as soon as the contract is finished I will cancel it together with my internet and  mobile phone service and I will NEVER deal with Optus again. Since having Fetch TV it regularly freezes and drops out,trying to talk to someone in faults and service who are LOCAL is impossible.Instead I have averaged 40 minutes on hold to talk to someone in Mumbai or similar with a vague reply that it MAY be that NBN. upgrades in my area OR my modem causing the problem. Have had the modem checked twice, all ok , the problem still exists. I am a member of a large local union with over 300,000 members and I do contribute to their monthly newsletter. Lets see what a few choice lines highlighted about Optus and their(lack) of service does to their couldnt care less attitude. I hope the top management of Optus do read all these comments that SO MANY angry customers have written so DO SOMETHING instead of using your Optus site as a feel good propaganda exercise tellig us all that everything is sweet.

Occasional Visitor daNC3r
Occasional Visitor

You must be kidding about bringing me more fun.  How can what you are currently offering ( is it any better than foxtel and foxtel is rubbish)?  Notb everyone wants to watch films from the USA or sport.  Prefer you just charged me less for simple internet connection.  

RetiredModerator Nghi
RetiredModerator

 Hi guys,

 

Thanks for the feedback and we totally understand that our current customers are looking for service today rather than looking too far into the future. We're constantly improving our Network and putting in more training so we can service existing and new customers better.

 

We also admit that it doesn't always go according to plan and would love the opportunity to turn your experience around.

 

@gerver It certainly sounds like you've had a bad experience so far with Optus. Was there anything we could look into for you? Did you have any order or fault refernec numbers we could investigate?

 

@Madshark I can see that we have responded to you in your other thread here.

 

@austwhite Are you still waiting on an order or delivery? Did you have any order numbers we could look into? We can take a look and see if we can work out what the delay is.

 

@richey Is it only your Yes TV by Fetch box that is having difficulties? Are all other devices working ok in the house? Did you know if your box was connected through powerline adaptors or directly with Ethernet cable to the modem?

 

@daNC3r We appreciate the feedback and we are always working to improve our entertaiment offerings. This is just the beginning and stay tuned for more exciting announcements to come.

New Contributor austwhite
New Contributor

@Nghi 

I have had 5 different reps now tell me "we will send you the correct order number within 24 hours" as none can track the number I was sent.

Sorry, getting sick if it now.

I have never had so many issues trying to become a new customer for any company before.  Gime to give up I think.

RetiredModerator Nghi
RetiredModerator

@austwhite Hmm. Can you private message me with your details? I can organise a member of our Sales team to contact you and see what's going on with your order.

Occasional Contributor richey
Occasional Contributor

In response to your reply I have gone through EVERYTHING with your so called service people ie disconnected phones,computer modem and everything else that is connected to Optus  MANY TIMES,its the same procedure, I can do it blindfolded, after this the service is normal for a time then the problem with fetch tv returns AND internet is slow.  I have suggested that the Fetch TV box might be faulty, and from what I have read on this forum that may be the case, except I am not supposed to do the fault finding YOU ARE. The answer is the same, no no it will not be the TV box try this, and so it goes on.I cannot see how someone in Mumbai or wherever whom I have difficulty understanding and has difficulty understanding me AFTER a wait of at least 25 minutes on hold is going to help.I repeat DO SOMETHING about your after sales service and your network instead of the propaganda that you feature on your website about how advanced Optus is going to be and how good things are. Remember Optus is now the most complained about Telco in the local market and not without good reason..Of course you have satisfied customers and lots of them, lots of your complainents,myself included would like to be one of them,you are never going to please EVERYBODY but at least try to look as if you are doing something. Spend some profit money amd make available some LOCAL telephone numbers with a lot less waiting time that your customers can actually reach,that would be a start,because inspite of your website Optus is not improving.

Moderator Tris
Moderator

Totally agree this sounds very frustrating @richey. If it's a fault with the STB the troubleshooting would normally confirm this, we can certainly take another look and organise a replacement no problems though. Please send me a PM with your full name, account/phone number or username and DOB

Occasional Contributor DanSaulKnight
Occasional Contributor

http://www.zdnet.com/article/optus-keeps-mantle-as-most-complained-about-telco/

http://www.crn.com.au/news/optus-is-most-complained-about-telco-again-431790

http://www.crn.com.au/news/optus-is-most-complained-about-telco-414797

 

Nuff said. 

 

Optus - you have spent all your cash on the EPL with nohing left to spend on improving your infrastructure and services required to support the content. In one fair swoop you have alienated your existing customers by throwing new customers all the best deals; You've earned reputation for a bad marketing. There isn't a single comment on yopur site from a satisfied customer that isn't an Optus employee in disguise; and you've allowed both Telstra and Vodafone to upgrade their infrastructure and provide customers a better service.

 

Seriously epic fail. 

Trusted Contributor
Trusted Contributor

Really sorry that's the way you fee DanSaulKnight, however there are plenty of comments on our page from real customers advising that they're really happy with Optus. We don't have Optus employees posting online from their own personal accounts as it's against our Social Media policy. In terms of offers for new customers, there would be a similar offer when existing customers signed up. The nature of the changing market we're in means that inclusions and benefits are bound to increase over time. Apologies if you're unable to get the current inclusions due to being in a contract, but when your current contract expires, I'm sure there will be even better offers to take advantage of at that time.

New Contributor austwhite
New Contributor

@Shae,


There may be plenty happy but it seems there are plenty more unhappy ALL over the web, not just on the OPTUS website. I won't quote statistics as I don't have any at hand, but my own research brought up more complaints about Optus than positive comments. All other carriers had less complaints. Optus has the most complaints about their customer service and my personal experience, as a new customer trying to connect to Optus for the first time, reinforced this as my experience was bad from ten different reps. I am no longer considering Optus as an option for this reason. Note this is not an isolated bad experience. 10 different representatives all gave me the same rubbish service. It is obvious they do not listen and just run off pre-written scripts. If you deviate from the script they use the reps become aggressive and unpleasant. Across the board, not just one or two.

Trusted Contributor
Trusted Contributor

Really sorry that you've had that experience, but I can assure you there are people here who are happy and willing to help you out. Please let us know if you're needing a hand in the future and we'll be glad to get you sorted out.