telstra business model

In the last few days I have had to deal with trying to obtaining a service difficulties call from Telstra. As a communications company, I can't believe the lack of internal communications & follow up that exists within their organization.
If you internal communications are non existent, how can you possibly run a successful communications company over a long period of time.
Its only a matter of time before Telstra loses more business to communications companies that do know what the word service means & are able to deliver.
Not a company with a great future, if it can't provide provide & hold business.
May be the big boys need to see what doesn't happen at grassroots level if they are to be viable in the future.
Regards
Buffett