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New Contributor
New Contributor

Customer care

It seems almost impossible to talk to someone at customer care unless you are willing to spend the whole day! The average waiting time of 45 minutes!  Does that mean there is that many complaints/ customer calls? 

Does anyone have the similar experience?

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Online Community Manager
Online Community Manager

Re: Customer care

@jozef,

 

Depending on the time of the day and the area you're trying to reach there may be an extended wait time. We're able to help over several different digital service channels.

 

You can always reach us on FB, Twitter, Live chat or right here on Yes Crowd.

 

https://www.facebook.com/optus/

https://twitter.com/Optus
http://www.optus.com.au/shop/notices/service-chat

 


 

You're always welcome to send myself or one of the other mods a private message. Follow the URL below and we'll get back to you as soon as we can.

 

http://yesopt.us/pmdan

 

We ask that you include your full name, DOB, account number as well as summary of your enquiry.

We'll get back to you as soon as we can.

 

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Occasional Contributor
Occasional Contributor

Re: Customer care

 

Same experience here. Optus should be ashamed making full fee paying customers run around in circles trying to get "access" to the right support. Seems like someone in management took the "DIGITAL" strategy really seriously and culled all the phone service options (call center) options requiring helpless customers to spend hours trying to get in touch with a chat based agent or worse still complain uselessly (like i am doing) in these forums!!!! (LOL)

 

Am sure your competitors are raking in the moolah stealing away your frustrated customers. Very well done!!!!

 

Cheers,

Trevor

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Online Community Manager
Online Community Manager

Re: Customer care

Valid points @tangowhisky37, I'd really hope that it hasn't taken you hours to get in touch with a chat consultant.

 

I've given it a go myself and I'm able to connect with an agent almost instantaneously.

 

I guess it could come down to the time of day. 

 

I wouldn't say that complaining via the forums is a useless endeavour. The mods have a pretty big presence on Yes Crowd and we're pretty responsive. You're always welcome to send us a PM.

 

http://yesopt.us/pmdan

 

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If you've found my answer helpful, please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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Occasional Contributor
Occasional Contributor

Re: Customer care

I have always had that experience when calling. I find it's easier to use live chat. Because the phone staff are useless

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