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New Contributor donbr
New Contributor

Optus Messaging Online

I just had the weirdest experience of manipulation on the new Optus Messaging Online system. I was logged in with an operator think his name was Joel, not impressed as this was the 3rd time I had chatted 2 times earlier and this was the first time live messaging to resolve a billing issue, discount which did not appear on my account, total chat & message time of nearly 4hrs. Post the messaging I had given really bad scores for the way Optus has handled this and all my low scores of 0 were changed to 8 & 10, also my feedback comment was truncated with something different - I could see this online as it was change but could not get a copy of the chat transcript for some reason this facility does not exist with the new messaging system. THIS IS PURE DECEPTION BY WHOEVER HAS DONE THIS AND SHOULD BE SACKED - POOR POOR CUSTOMER SERVICE, OPTUS GET SOMEONE WHO KNOWS WHAT THEY ARE DOING, BEEN A CUSTOMER FOR OVER 18YRS AND A SENIOR EXECUTIVE IN A COMPANY AND I WOULD NOT TOLERATE THIS IF SOMEONE DID THIS IN MY COMPANY.

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Frequent Contributor
Frequent Contributor

Re: Optus Messaging Online

Its absolutely deception. They should not even have the ability to edit anyone's comment, yours or their own.

I'me on chat as we speak, took them 2 1/2 hours to half-fix one of my billing issues, and a further 1 hour (and counting) waiting for a manager to enter the chat to fix the other half, and that's just for my fist issue.

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Online Community Manager
Online Community Manager

Re: Optus Messaging Online

Hi donbr,

The Message agents don't have the ability to edit information or change feedback scores. Where did you see it online?

Customers are able to get the Message Us transcript by clicking on the Expand icon:

Transcript.PNG

 


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New Contributor donbr
New Contributor

Re: Optus Messaging Online

Ray, your assertion is incorrect, I know what i witnessed online, a bit of a background about me before you write me off - have setup e-Commerce companies since the start of the internet, I have forgotten more about the internet than what most people know. I know what was happening on the screen when i was rating the service, there was no facility to ask for a copy of the transcript as you mention. Given you work for Optus ask for a copy of the transcript and see the scores for yourself, I had given all 0 scores and you will see scores of 8 and higher, I had also said that my issue was not resolved and you will see the answer as issue resolved on first contact.

Like I said I am a Senior Executive and do not have time for this, a simple 10% discount on my mobile has taken more than 4hrs including 2 chats and the last messaging disaster and i still do not know if this has been resolved. I even provided details of the earlier chat scripts where the agent has agreed to the discount and a resolutions specialist got involved and i was told that this was fixed last week. Not a junior mate, 30yrs in the game and this is the lowest possible customer service that i have seen, Optus has got to clean up its act and get itself a CCO - Chief Customer Officer who should handle this.

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Frequent Contributor
Frequent Contributor

Re: Optus Messaging Online


Customers are able to get the Message Us transcript by clicking on the Expand icon:

Transcript.PNG

 


Nope, see none of that on Android.

Instead of the "Enter text here" line I have a "Write a message" line with send button, no expand icon. I also don't get notified of new messages (I have confirmed all messaging settings/privileges are enabled).

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Online Community Manager
Online Community Manager

Re: Optus Messaging Online

I am interested to see what happened however don't have your account information or access to it.


It does sound disappointing as from what you have described should be fairly simple to resolve.


The next step would be to lodge a complaint.


Yeah I think you're right yetanotheracc as it doesn't come up on my Android either, I know they are still fine tuning the Message/Chat applications, I will try to find out.


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