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.
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.....
It was communicated to all staff last Thursday that:
It has been identified that there are Fetch delivery delays impacting the following order types:
so it's disappointing to hear you weren't advise of this known issue. Hopefully it's arriving today/tomorrow.
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.
my box decided to update while i was watching a movie. When it was time to restart it came up with a critical hardware fault. Tried calling optus and couldnt get through. Then i decided to use the chat. The guy I was chatting to took 5 to six minutes to type a reply to anything I said. After an hour and a quarter I still couldnt get any answers as he was adamant that i wasnt the account holder even though Im the only one on the bill. Total waste of time. Its not the first time that Optus has given me shoddy customer service. I think I'll cancel my sevice and get foxtel through Telstra.
Disappointing to hear, bmorgana.
Let us know how you go. Assuming you are indeed the Account Holder, arranging a replacement Fetch box shouldn't be an issue,