Horrible Customer Support, page-65

I retired from whinging on here because you get abused by some regular holders for telling the truth, but, no whinging this time, I have some answers:

OMEGA, I found a way to get through to customer service, I would suggest to you this could work - since my office phone has been offline due to an NBN glitch since 2nd Sept and NO success for weeks with Telstra "customer service" I went to pay my bill via mobile and somehow the payment service failed and after 3 attempts I was transferred IMMEDIATELY to a real person. Within 10-20 seconds they took my details and then gave me a receipt number. I said to them, "Gee, you are not bad? I spend hours for weeks trying to get through for a technical issue with no success but a bill payment attempt fails and you are straight onto it." After some banter (and whinging) I got trf to a person. On the phone and transferred regularly for 2 1/2 hours later I eventually get a real person in Aust who finds the problem. I later get a case manager by text message, no contact since and phone still doesn't work, but I did find a way to get thru on the phone. Croc, you might find fail 3 times deliberately making a payment, this is an avenue for your clients to get to speak to someone and if a mass of calls cluttered up their payment lines, they might "spring" into action. I doubt Telstra would do that tho, they are not a customer orientated organisation it appears. Just there for numbers and dollars which will eventually see their demise. Eventually I will have to reluctantly waste more work time and go to the Ombusdman but due to the fact they are not as independent as they profess as they are funded by the very organisations they investigate (fees based on number of complaints), and from my experience are not a great solution as a result. They are a bit of a toothless tiger. Which also makes me wonder how many issues are not reported to the communications ombudsman as they too are not seen as a reliable solution and most people just dump the problematic provider and go elsewhere like Croc advises people to do to fix the problem at hand which in turn skewers the TIO stats. Somebody as a telco eventually has to get it right surely? Poor old consumer has to cop it time and time again. It is a very common scenario with Telstra.