How to have someone from Customer Service actually care about a problem?

[skris88]

On June 24th we ordered three Optus services.  All services were already working with another service provider.  So they are being "ported" over.  

One was the NBN Internet connection.  The second was the landline (through the NBN).  And the third was the mobile phone.

All phone calls to the landline were and would continue to be forwarded to the mobile phone as the user would seldom be at the landline, but the landline is the number advertsed for customers to call (the business is a small fishing-tour agency).

We were asked to sign two new contracts. A mobile one for 12 months.  And a NBN/Landline one for 24 months. And assured in writing (written on the contracts) that calls from the landline forwarded to the mobile would be free of charge (like the previous provider).

That weekend the mobile phone stopped working.  The old SIM card discarded, and the new Optus SIM card installed. Everything was good.

A few days later the modem gets delivered up with instructions on the "new" landline phone number; the junior sales consultant had failed to order a Port but had ordered a new service instead!

It's now been 5 weeks.  

Calls coming in to the previous ISP's provided landline are being forwarded to the mobile phone, but - of course - not being within the same carrier are now getting billed a call forward charge.

We have never been SMSed, emailed or contacted in regards to this with any status update.  

We've been back to the store nearly a dozen times and they aren't doing anything.

The store manager is now "out", or "in the toilet" every time we call. We asked for his manager to call us back too, but that did not happen,

The junior sales consultant said I should not question his work ethic when I asked him if he realised how long it has been since this started, then hung up on me!

Who in Optus can I email to get some proper support?

It's truly sad that the whole of Optus is being tainted in this way with a few bad apples  😞  

[Nghi]

Hey Skirs88, have you only been speaking with the store about this? Our NBN activations team should be able to assist and organise a port in of your existing number. You haven't moved premises but just changing NBN providers? Please call our activations team on 1300 300 427. If you had any order or reference numbers handy then we could use them to investigate further.

[skris88]

Hi Nghi,

Thanks for responding.

Yes, we've been talking only to the store. 

It's the same address moving from another provider's NBN Internet and NBN landline.  All the hotels etc ring this landline to book his tours and that has been the case for 20 years. He has all the calls forwarded to his mobile of course, as he is out on the boat from dawn till dusk daily. 

The business owner is extreemly paniciky about loosing his landline and - needless to say - went ballistic when he received the letter welcoming him to Optus with reference to a new landline number!

How can calling the NBN activation team resolve what is an issue with the Optus store raising the contract incorrectly?  It's not just an activation issue, it's now an administration/red tape/paperwork issue.

It would be great if we can get some kind of guarantee that calling an escalation team directly won't stuff up his extremely important landline calls.

Lastly where exactly in the paperwork is the actual Order Number?? We can't seem to find it.

Looking forward to your response.

Thanks!

Cheers,

skris88

[skris88]

The mobile contract receipt number is 54242227.

The landline/NBN contract receipt number is 54243109.

[Alex_H]

Thanks for sending that through @skris88,

Our Activations team may be able to organise a port of the number, we've also got an activations specialist within our team, if you can send us a PM with your full name and date of birth on the account we'd be more than happy to check it out for you.

[skris88]

I need to figure out how to send you a Private Message first!  Hang on.... 🙂

By the way, on Wednesday we dropped off a letter at the store asking for these 4 things:

1. The old landline number MUST be ported over.  
2. We require reimbursment of our costs for landline calls from our old ISP being forwarded to our now Optus mobile phone during this extended delay in service activation.
3. We require an engineer to unplug the old router and plug in the new router, and also connect the landline at no charge on the day the landline and NBN service are ported over.
4. We require all calls to the landline forwarded to the mobile number immediately on porting.

And, unsurprisingsly, not a single phone call or response from the store manager! It's now Saturday and 6 weeks and 2 days since we placed the order. Sigh....

Anyway, thanks very much for your intervention "Alex_H".  Very much appreciated!

Cheers,

skris88

[skris88]

Just sent a PM to Alex_H on this same ongoing topic.

Hope we get some traction! 

It's now been 13 weeks.  😞  

Alex?  PLEASE HELP.  

[skris88]

I found out later that evening of my last online check that Hannah_L had sent me a private message in August.  I wrote to her immediately.  The site shows this: 

From: skris88

To: Hannah-L

Sent: ‎2016-09-21 10:33 PM

Read: ‎2016-09-21 10:36 PM

The business owner and I are yet to receive a response or any contact.  It's been 2 business days.

Her private message says I cannot contact Optus, and they cannot call me back as I am not the business owner..  However I am the authorised rep and hold the account verification PIN number, which is the information I gave in my reply to Hannah-L. My email and the business owner's email, and my mobile phone and the business owner's mobile phone are on the private messages between myself and Alex_H and Hannah-L.

Can someone in Optus PLEASE contact me or the business owner?  

Or tell me who I can contact in this regards,

This has been 13 weeks now since the business owner ordered the numbers to be ported.  

The sales clerk at Cairns Central shopping mall Optus store made a minor admin error in creating the order.

And this business owneer is paying the price, big time. In lost earnings, with his landline phone unusable since June.

Looks like there is NO customer care in Optus. 

We'll give this 5 more business day, ie, till October 1st.  Then place an order with Telstra, then notify the Telecoms ombudsman.

What choice do we have??

[Jax_K]

@skris88, very sorry for the late reply to your posts. I've responded to your PM.

[skris88]

HI Jax_K

I got your private mesage, thanks.

Re: How to have someone from Customer Service actually care about a problem?
From: Jax_K Sent: ‎2016-09-24 12:38 PM
Could I please grab the 4 digit PIN number from you if that's okay? Looks like there's been progress with the port.

and sent you the PIN via a PM reply on the 25th.  

It's now September the 27th but nothing has happened (you have not read my PM reply), and no one has connected me or the account holder.

Please help.

Thanks!

skris88

341pm, Tuesday 27-Sep-2016

(more than 13 weeks since we placed the order at Optus Cairns Central store)