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Does the mythical complaints line actually exist?

Sam_88

Hello,

 

After spending the better part of this morning on hold and being bounced between your illustrious tech support team I was just informed that optus does not have a complaints line. Can anyone shed some light on this issue? Maybe provide a number that doesnt start with 13 that I can call? Well and truly fed up with this poor service.

 

 

Re: Does the mythical complaints line actually exist?

Guy

Hey @Sam_88. I'm sorry you've not had a great experience Smiley Sad We don't have a specific complaints line but I'd be happy to help with any queries you have?

Re: Does the mythical complaints line actually exist?

Sam_88

Hi there, I have been having issues for the last couple of months with no solid resolution achieved. I have spent over 300 minutes on the phone to Optus and have a technician come to the house. Each time it seems the problem with our internet is solved but each time it lasts no more than a few hours.  In my latest exchange with the tech support team I wanted to make a formal complaint and I asked to speak to a manager and was told that the manager was unavailable. I was then told that a manager would call me before the end of the day which didn't happen. 

Later in the day I received a message stating that my case (#15440224) had ben received by managment, that was 2pm yesterday and I have heard nothing since. Overall extrememly unsatisfied.

Re: Does the mythical complaints line actually exist?

Guy

I can see that this is currently being investigated by our case management team who will get back to you ASAP after reviewing the file @Sam_88. I'm sorry for the delays and we'll be in touch as soon as we can to hopefully resolve this once and for all.

Re: Does the mythical complaints line actually exist?

Sam_88

Thanks but just to be clear, I am not currently complaining about the actual internet connection as that has been futile- but rather the service I have received and frustrating this process has been. 

Appreciate your help

 

Re: Does the mythical complaints line actually exist?

Sam_88

Still haven't heard from anyone. This is an absolute joke. @Guy

Re: Does the mythical complaints line actually exist?

Guy

Apologies for the delays Sam_88. I've re-escalated this with our tech team who will be in touch ASAP.

Re: Does the mythical complaints line actually exist?

Sam_88

1 week and still no contact. Keep up the excellent work Optus. Will be taking my business elsewhere. 

Re: Does the mythical complaints line actually exist?

Meg

The usual process is for 10 working days. See our guide on how complaints are managed. 

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Re: Does the mythical complaints line actually exist?

Sam_88

10 days and counting. 👍

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