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Occasional Contributor
Occasional Contributor

Impossible

Why is it when it comes to getting an issue fixed optus are so completely incompetent ???!!!

 

no matter what it is over the years any form of issue by the end off it I end up so stressed out and now the second I hear the optus hold music I start shaking with an anxiety attack coming on that is how horrible dealing with optus has become. 

 

Ive worked out I would if easily spent over $5k over the past few years with optus which you would think would grant you some form of decent customer service but it is horrid. 

 

The latest issues has now been three months since I got a new phone that did not work from the get go and after taking it back and being told if I wanted a working phone to buy a prepaid but was still going to have to pay for the broken one I then spent a week begging, crying and pleading with optus to help to not make me repeat the issue all over again explain it all over again only to each time be transferred to someone else who would give you the same run around 3 months on still being charged for a phone I do not have I have been told multiple times now this has been fixed to get my next bill and I'm still being charged and when I asked for a revised bill each time they say it's fixed which is my legal right to optus refuses even though they are legally required to supply this.

 

i also spent 18 months just trying to get copies of myinvoices emailed which optus can't do cause you rent the lines of Telstra yet have the horrid ordasity to charge me a monthly fee for if having them emailed m, that is blatant robbery,  how can you charge customers for something you cannot provide ??!!

 

I need a phone I'm paying for one I do not have I am so unbelievably stressed by having to deal with optus it's not funny 

 

can someone tell me how on earth I can speak to a clear English speaking person who ACTUALLY can help ??!!

 

Alreasy been to the ACCC and the TIO which optus couldn't seem to care less .... 

next step is tribunal.... 

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Honoured Contributor
Honoured Contributor

Re: Impossible

The TIO is empowered to sort any issues. You're suggesting they have reviewed your case and told you that Optus has no case to answer? 

 

 

FWIW getting a copy of past bills has nothing to do with Telstra (Optus bill you). 

 

Obviously your defintion of  'broken' differs from Optus (this is an area where the law offers little guidance). The tribunal is a step down from the TIO but other than cutting your losses and moving on it is perhaps your next step.

 

Good Luck

 

Peter Gillespie

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Moderator
Moderator

Re: Impossible

Hi @Scavanagh, really sorry with the experience you have'd with your handset. Can you please give us some more info on the handset issues? Please feel free to PM me Here


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Occasional Contributor
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Re: Impossible

Hi Peter, 

 

 

The TIO believed this was resolved when I was told it was by optus just to get my next bill charging me for the phone still I have emailed them with optus cc in few days ago stating this matter was still not resolved as per email trail but automatic response states due to workflow and Xmas they won't be able to respond for up to 4 weeks and I need to get a phone sorted.

 

the bill comes from optus but they say because they rent the lines from Telstra they are unable to email me my invoices. 

 

The phone was no good from minute i got it home, I brought it at the optus store near my work and didn't get home till late to find it didn't work took it straight into optus store near my home to see if was something simple they tested it and confirmed phone was no good to take it back to store I brought for a replacement which I rushed over to do as I had no way of contacting my parents back to see how my mum went with specialist as she is very unwell the manager at the store I brought it was so cold and told me they had to send phone away for repairs and would be a few weeks when I asked I can't go without a phone and explained my mums position who was trying to call the phone while the lady had it in her hands she told me if I wanted a working phone they could sell me a prepaid I told them to cancel phone as had been less then 24 hours if they wouldn't replace and she said no I had to pay $1000 if I canceled 

 

store said if I didn't like it call optus which I didn't a dozen times over the week who tell me the store could of replaced then phone and I needed to take up with the store ,store has no phone to be contacted on even members of optus tried to do optus asked me to go in call optus n put them on the phone which the manager and second in charge refused to talk to them I cannot believe the level of unprofessionalism that took place by the store so optus finally agreed to cancel phone but that was three months ago 😞 

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Occasional Contributor
Occasional Contributor

Re: Impossible

Surely there are notes on my acc ? I've explained it to that many optus staff not to mention optus has the broken phone it could not call if called and other person would only hear loud crackling which a member of the other store reset and tested phone and confirmed needed replacing and it was returned to store if purchase within 24 hours 

 

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Honoured Contributor
Honoured Contributor

Re: Impossible

Hi @Scavanagh

 

That's a lot of information. After such a long process I would recommend boiling the issue down to the key points. Also leave out all the extraneous detail (we're all prone to adding in information that is meaningful to us but is not relevent to the business transactions e.g. my mother is sick and needs a phone) - i.e bullet point it in your mind.

 

"The bill comes from optus but they say because they rent the lines from Telstra they are unable to email me my invoices". 

 

You can get incorrect information from different customer service people. Ironically we often believe bad news more readily even if its wrong. Your invoices are a matter of Optus record. They've already generated the bills and sent them to you in the past. This part of your issue should be the easiest to resolve. Rather than try restart anything I'd just begin a new request. Chances are the person you deal with will get the figures sent to you before COB.

 

It is frustrating that Optus Stores are not Optus. Its unclear where you bought the phone (online or in a store) but in either case you would be dealing with differnt companies to resolve your problems (i.e. Head Office or the Optus store franchise owner). You have also bought a phone and a service. The service would appear to be working while the phone is not. You would still be up for the contract even if you returned the phone. I'm just mentioning information here as its unclear what is important or not in your situation. 

 

You mention that optus has agreed to cancel the phone? Is that the whole plan or just accept the phone should be replaced? You also say that was three months ago? Why is there still an issue then and why do you still have the phone?

 

FWIW If you need a phone urgently then you can use any phone. Buy a $100 prepaid. Borrow one. Use an old one from 3 years ago. etc. Just put your current sim in it and use it. No need to cancel plans or pay $1000 fees etc. While that's sorted its a lot less stressful to get the original phone fixed. Its not ideal but it takes the pressure off your end and puts it back on Optus.

 

Regards

 

Peter Gillespie

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Honoured Contributor
Honoured Contributor

Re: Impossible

@Scavanagh

 

Customer Service can't look up you account without your express consent. They'd need to identify you properly first. Which is why @Aman_B would need a PM with a Name, DOB and Address.

 

Regards

 

Peter Gillespie

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Occasional Contributor
Occasional Contributor

Re: Impossible

I do not have the phone optus received it back within 24 hours of suppliying it to me that was three months ago ...

 

i am still being charged for the phone ... 

 

why should i have to buy a prepaid phone and be charged for a phone I don't have ? 

 

Three months .. 

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Re: Impossible

Hey @Scavanagh

 

It does sound like an exhausting experience. I feel that this matter could of been resolved if the process had been correctly explained to you. I'm just going to list the facts as I've interpreted them based on the description of the issue you've raised with us here.

 

You've purchased a brand new handset on contract? You've come home to find that the handset was faulty or what we'd describe a critical failure?

You've taken the phone back to where you'd originally purchased it in the hopes that you'd be offered an on the spot replacement?

We've then advised that the handset would first need to be assessed and replacement would be offered if the handset was deemed faulty?

We've taken the handset from you and you haven't heard back from the store since they'd sent it away?

You've now been charged for the new contract and handset for the last three month?

 

We do have a process called DOA (dead on arrival). If you've opened the packaging and the phone does not work then you're entitled to either an on the spot replacement or we'll send the phone away for assessment. If the phone is deemed faulty, you should receive a new device within  7-10 business days of the phone being sent away. Not all stores have the ability to offer an up front replacement. It's generally our larger flagship stores that offer this service. 

 

I'm not sure where Telstra fits into all of this. Telstra have nothing to do with the invoices that are generated by us for our customers. They bill us for the lease of their lines but that entirely separate unrelated issue. To be honest with you, I'm not sure why that was put into the equation. I'd really need you to send through a PM with your account details. I'm more than happy to contact the store on your behalf and work out what's happened here. 

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Occasional Contributor
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Re: Impossible

What I need is a way to actually talk to a real person who can help not just make me repeat myself over again who can actually help optus does not have a straight forward way of contacting support 

 

I would also love to know what Telstra has to do with it as I pay you guys but that is what multiple people from optus tell me that you cannot set me up to receive my internet bills via email as you rent the lines from Telstra yet you charge me for not getting them via email. 

 

regarding the phone after getting no where with optus I lodged a complaint with the TIO to which a Daniel from the executive resolutions teams from optus contacted me and promised the phone had been removed from my account when I got the bill I sent it to him he promised he had then fixed it and again the next month and now I cannot get a response at all, Sunday when finally got a manager he promised would call me straight back which never happened, did receive a text asking me to call krystle from optus which I've left two messages for and she has not called me back ... 

 

what more can I do, how do I get to speak to someone who will actually help ? 

 

I get  an iPhone as I'm on my emails and banking  everyday even for work related stuff and I stick to optus for your plans though thinking would be worth paying more if results in better service and now am paying for a phone I don't have and am told to just buy a prepaid phone it's complete robbery. I need to sort a phone within the next three days and been trying for three months  (not some cheap prepaid phone) and keep my phone number how to I do that if optus has it locked to a phone I do not have ? 

 

I have been on the phone today to the tio who have confirmed optus failed to comply with the ten days given to resolve this and it's now being escalated to the second stage will this finally earn me a call back and resolution? 

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