We do welcome the feedback @Bige
Just to let you know, there are some massive changes on the horizon. Our whole customer service model has been revamped entirely. In fact, it's already begun, and the impact of the change is reflected in our most recent NPS/Customer satisfaction results. I'm confident that the business is going in the right direction.
I understand that your experience has been a letdown, but we've taken all of the feedback on board and have shifted our focus to improving customer experience for the better.
If you'd like to learn more, there are number of articles which have been recently published.
Just clarifying, do you mean you are one of us? An Optus employee?
If so, there are definitely more "official" avenues to provide your important feedback such as the current annual internal survey and others. In fact Dan and I (along with other staff all across the company) have an upcoming face to face session with senior management that presents this very opportunity 🙂
The experience we have had with Optus has been the absolute worst of our lifetime. Almost 7 weeks of phone calls going back and forth and still no internet service. The last time we had internet installed in our previous location with Comcast it took less than 24 hours. We are looking for a different ISP now as we can't wait forever.