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Occasional Contributor marcmarcoz
Occasional Contributor

Painful Business Port- Is there a real Complaints line

Complaints Line?

Is there a Business complaints phone number? As customer support has proven utterly useless, I ordered a brand new nbn bundle and was porting of our business phone number at one of our small sites as advised from a letter from optus, that our pstn line was going to be disconnected in late October.

The whole process was a drain and the support was useless where you could never contact the person you talked with the day before, so you would have to explain the whole scenario over and over and they all thought it was just a simple port as for some reason:

The port was stuck in regards to an order

The order had to be cancelled then was told the optus port to optus nbn was rejected ?? how?

Then number was lost to Telstra when it was cancelled

Then we had to wait for 3 days for Telstra to give the number back that was if they could get it back as we were told.

The excruciating process took 2 weeks to finally get the number business number back from a simple Optus to Optus port.

I could see why our Optus Business account manager didn’t want to get involved in regard to porting the NBN.

This was escalated and escalated till I couldn’t escalate no more, Know one would ever transfer you to the previous department or tech you discussed with even if you have their CP number.

 

What really irked me was when I contacted the optus we don’t care team about the whole process the Consultant obviously from overseas was just reading from a script with a  real lack of empathy and stated it all went well!!   What!  I must have wasted at least 30 hours on the phone and not counting the cost to our business of the downtime and drama.

Is there an optus care team you can contact in Australia or is it just the overseas team where all the teams are disconnected and they can never transfer you to anyone with leadership because your overseas PR team. Well i'll just stop there.

 

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Online Community Manager
Online Community Manager

Re: Painful Business Port- Is there a real Complaints line

Hi marcmarcoz,


Not that I'm aware of. As you alluded to, it's really something your Account Manager should be assisting with.


You may have better luck chatting with a Business Specialist


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Occasional Contributor marcmarcoz
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Re: Painful Business Port- Is there a real Complaints line

Not really Ray my Account Manager didn't want to deal with the NBN upgrade he New it was going to be a mess.
This is the problem i'm in IT and have some understanding but Optus has chosen to go down the offshore path for customer service/tech support and it is a bloody mess. For a simple phone port I'm flabbergasted how it went.
I'm more frustrated why Know one from the customer we don't care team will call me.

FYI I have lodged a complaint through the complaints email - know one has replied.
Called yesterday as usual the overseas rep was taking through a script.
It's just the way they say sorry sir it just comes across all wrong with know empathy and infuriates a customer even more.

FYI i'm a business customer.
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Online Community Manager
Online Community Manager

Re: Painful Business Port- Is there a real Complaints line

Hmm, I didn't know avoiding messes was optional! I'm sure if his/her manager was aware of it they'd agree.

When did you submit the complaint? I'm sure you will get a response soon.


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Occasional Contributor marcmarcoz
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Re: Painful Business Port- Is there a real Complaints line

Ray
I submitted the complaint on Thursday.

No answer yet I would suspect they probably have a lot of complaints to go through considering the miserable experience I have had.
Looking forward to the call Ray if it ever comes, i'll hold off on paying the Bill as that was all wrong well.
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Online Community Manager
Online Community Manager

Re: Painful Business Port- Is there a real Complaints line

I'm sure they will be in touch.


Take my advice for what you will, I do suggest at least paying what is not in dispute as you risk potentially incurring late fees, service restrictions, etc. which can all be resolved after the fact however would only add to the hassle.


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I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

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Occasional Contributor marcmarcoz
Occasional Contributor

Re: Painful Business Port- Is there a real Complaints line

I'm trying to pay the bill but it is all wrong, they have ported the number but applied the free calls to the wrong number and charged the old plan as well for another month LOL.
I will get accounts to pay the outstanding amount anyway.

i tried contact billing again to sort it out but there hands are tied and not sure what the old plan is.

The customer care person has called twice - 8pm at night and the next day where I was at a meeting.

Can you get Sherree to call me as know one at optus has her email or tell her to at least try more than once every 24 hours to contact a disgruntled business customer.

Thanks Ray

It goes on.
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Online Community Manager
Online Community Manager

Re: Painful Business Port- Is there a real Complaints line

Unless they have a unique name or you happen to know their full name it's challenging for us here to track down someone without having visibility of your account details I'm afraid. I can't find a Sherree. 


Once you have them on the phone, if it's not being resolved request to speak to the Manager. Get their name and ask what the complaint reference number is. If still no progress, let me know.


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I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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Occasional Contributor marcmarcoz
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Re: Painful Business Port- Is there a real Complaints line

Ray,

Everyone I talk to seems to be a supervisor or manager and I can never get through to that same person the next day.

Alex called me on Saturday afternoon said he was the supervisor and offered 100 dollars for my troubles, I didn't agree with that as he wasn't listening to me as i want the bill coorrected first before we talk about any credit. He hung up.

I got an email from him later in the day that he'd offer 200 dollars credit. I replied and said I accept but I want the bill rectified before applying the 200 dollars credit.

basicallythe 70 dollar plan comes with a 10 dollar bolt on with unlimited calls. They are still charging me $35 from the office 20c plan so I wan that taken off before any credits applied.

I called Tuesday to follow up with the email as i didnt receive a reply from CustomerRelations@optus.com.au
The consultant mentioned this is unsatisfactory and another supervisor will call me.

I'm on the phone now to see when this supervisor will contact me and what the hell is going on.

Ray will this ever end!

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Online Community Manager
Online Community Manager

Re: Painful Business Port- Is there a real Complaints line

I'll send you a PM for you with an e-mail address to forward the email to.


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Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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