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Online Community Manager
Online Community Manager

Re: Fetch Firmware Update 2.25 Kirrama

That is not good at all, Croydoneagle. I've always hoped that Fetch would have some sort of back up in place for recordings for these kind of circumstances.


It sounds like you've got a replacement STB on the way, just curious what is the purpose of your follow up call? Just a heads up you can send Optus a message instead to save waiting forever on the phone.


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Contributor Croydoneagle
Contributor

Re: Fetch Firmware Update 2.25 Kirrama

This gets worse - its the 29th - no box yet! The phone contact centre can only apologise for a delay in the warehouse - I ring each day and get a different story!

Two days ago some bright spark decided to 'fast track' it - with a new order number - god knows how long it will take now.

What gets me is the continued ongoing lack of any customer service ethic at optus - from 3 years ago when I first tried to switch to optus to get the premier league, gave up due to useless (but cheap I expect) delivery methods, then 2 years ago switched as I was moving houses so had pain anyway.

Now I lose all recordings due clearly to a terrible upgrade process that wasnt tested - and now 10 days later still waiting - the call centre blames a lack of staff in the Sydney warehouse - HOW ABOUT SOME SEMBLENCE OF CARE AND COMMUNICATE BEFORE I RING EVERY DAY!!!!???

I see yescrowd cleverly clogs up the google searches so we cant find a review site to complain at (even the complaint process is useless and slow!!) - SO, now I am extremely angry afetr 3 years of continued clear no idea of customer service, watch what happens next. I dont want apologies, I want a customer service brain cell somewhere in the organisation so we canb avoid this terrioble service! Watch and learn.....

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Contributor Croydoneagle
Contributor

Re: Fetch Firmware Update 2.25 Kirrama

and now the feedback questions dont even work!!!!!
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Online Community Manager
Online Community Manager

Re: Fetch Firmware Update 2.25 Kirrama

It was communicated to all staff last Thursday that:


It has been identified that there are Fetch delivery delays impacting the following order types:

  • Fetch STB replacement and upgrades
  • Fetch Free 6 months Mini multiroom offer
  • Ceased Fetch STB collect kits
  • Customers who are awaiting their replacement or upgraded Fetch STB will also start to receive their boxes early next week.      

so it's disappointing to hear you weren't advise of this known issue. Hopefully it's arriving today/tomorrow.


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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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Contributor Croydoneagle
Contributor

Re: Fetch Firmware Update 2.25 Kirrama

Years of 'disappointment'..... when do you think a customer service ethic will arrive at OPTUS? Basic to begin with... such as recignising issues ealy, then communicate, then maybe even do something about it...

I will post the alternative to OPTUS Sport for Premier league shortly, but not here, its controlled.

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Contributor Croydoneagle
Contributor

Re: Fetch Firmware Update 2.25 Kirrama

and now you know why the followup call (your question) - its because I have no trust... and was proven right again.

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Occasional Contributor 72pac
Occasional Contributor

Re: Fetch Firmware Update 2.25 Kirrama

Hey, my fetch box has this problem every upgrade.

if I unplug it wait and plug it in again, eventually it works again until the next upgrade. Somes it takes 10+ attempts.

But that beats dealing with optus customer support.
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Contributor Croydoneagle
Contributor

Re: Fetch Firmware Update 2.25 Kirrama

Its ok, I am now calm angry. Watch OPTUS go down. 😈
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New Contributor namanjhonsaon
New Contributor

Re: Fetch Firmware Update 2.25 Kirrama

hello,

Is there a way to update the firmware on the airtv black box if so, how? kamukta

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