Allow me to summarise my Optus experience so far before posting my question.
1. Walked into store to order a new service - they were unable to help and said could not process my order!! Me to myself... Does Optus not want a new customer?
2. Ordering my service online - 30 mins.
3. Receiving my order - 3 weeks.
4. Connecting my service - 2.5 weeks. 11 customer "service" agents, 3 customer service managers/supervisors, 5 phone calls, 3 live chats. No success, I have a phone but no service. Told to wait more time...
5. Request for supervisor & manager to call me back. No response. Formal complaint made. No response.
6. Outage. 1 day.
7. Another call, service up and running about 4 customer service agents in...
8. Where I'm at today - Billing - I've just received a bill for 20x my contract amount because of an Optus screw up setting up my account in the first place.
I'm currently 3 customer service agents, 2 live chats in, now on a phone call for 1 hour and counting. Nobody knows what happened or how to fix it.
So my question is per the subject line. How does one seek compensation, and how does one provide "constructive feedback"?
More importantly, who is accountable for these appalling services?
I'll be sharing this further, with the media, and the ombudsman.
Never ever ever ever recommending Optus to anyone.
Latest update. I've been listening to hold music for another 30 mins while writing this thread. Agent left to check something with the bill (and hopefully to go resign), offered to call me back, but I've heard that one before so here I sit. I may be here for a while, send food and water.
Chat window still sitting there with the sorry to keep you waiting, I'll be right back with you automated responses.
Complaint just submitted to Telecommnications Industry Ombudsman. If anyone else has similar experiences I suggest you do the same. Optus support will lead you to nowhere but wasted time, frustration, and no results. Lodging a formal complaint takes 5 mins.
Hi @AaronD - I'm sorry to hear that this has been the experience you've had. It's certainly not what we want our customers to go through. Could you please PM me Here and I can get an update on your TIO complaint.
Email: TIO have advised they have provided my complaint to Optus and asked them to reply to me by a date/time.
Impressed with TIO turnaround and approach.
Text: Apparantly due to Optus CRG receiving my TIO concern a case manager is going to contact me.
Wow it took us going this far to get a case manager. Nice.
Had the TIO advised you of an expected contact time-frame? We're given 10 working days to make direct contact with the customer. During this time-frame, a case manager will have been assigned to which you'll receive a notification (in the form of an SMS or email) with the name of your contact person.
When the agent has made direct contact (within ten working days), they'll first want to establish the resolution you're seeking.
If it's a claim for compensation, they may require that you send through additional documentation to support the claim.
They'll perform their own internal investigation and contact you with an outcome.
If at any time you need to speak with your case manager, they’ll provide you with either their contact number or email address.