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Bad Customer Experience

I don't understand why there is always a problem with Optus CX. When I go into the store, the wait is usually 1 hour + (both Chatswood and North Sydney) and when I go on the phone, I'm sent to an offshore call centre. 


I've ordered a new handset online on the 4th Oct and it's meant to be delivered within 5 business days - yes, I understand it's dependent on stock. I received an SMS to call them 4 days later, which I promptly did. Apparently because it's a new contract (new terms etc) I have to agree to it over the phone. Fine, I also accept that. I follow up diligently on the tracking link to see when the handset will be delivered, but no luck, the display did not show any update. 


I called to follow up yesterday and they told me to give them another 48 hours and that they will send me a text or an email about it. I agreed and hung up. 


No SMS or email has been sent to me. When I went back to check using the original tracking link, it tells me that there is no outstanding order. I called and was told that the original order was cancelled. I told them I needed the phone to be delivered according to what they said yesterday and that I need to receive the phone tomorrow and if I need to speak with their supervisor, I would like to do so. The line clicked over without a 'please hold' or anything. I waited for 5 mins and hung up.


What kind of operation do you call this? 


I'm again on hold now with a different person, who again, has told me I DON'T have an existing order!! How can this be? Very very disappointed as a long time customer. Is this what we should expect of businesses now - that no one takes responsibility or follows through? 



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Frequent Contributor
Frequent Contributor

Re: Bad Customer Experience

Hey Janice17 - it's very disappointing to hear about your recent experience with our support centres, our sincere apologies for all the runaround caused. Please send us a PM with your full name, DOB and order/service/account number so we can follow up on this for you.

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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