Mar 15 2008
Exceptional Service from Telstra
Sometimes we can be very quick to write negative posts when service sucks (*raises hand*), so I thought I’d give a little “thumbs up” to Telstra.
On Thursday two of my four phone lines because so crackly that they were unworkable. I rang the service faults and difficulties around 3.30 pm. There was no wait to speak to customer assistance (from memory a couple of voice prompt steps), and my call was transferred just once.
The customer service rep told me a technician would be out before close of business the next day (they wouldn’t require entry).
Lo and behold at 7.00 am the next morning the technician was working at the front of the premises and the fault was fixed by 8.00 am. He also took the time to explain why the fault occurred.
THAT is excellent service – and one that I felt deserved a “well done”!
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11 Responses to “Exceptional Service from Telstra”
Good onya Meg! Yeah, I think as a whole we are quick to complain and not give kudos to great service.
Must say I haven’t had great service from Testra, even though we are on their priority list due to Boo. But Bigpond have been fabulous! Go figure!
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Yeah, well Bigpond is a whole other kettle of fish for me. Every time I see that “network your three level home” ad it sticks the knife in. I must look into that again – next time I feel the need to bash my head against the wall. Oh, tell me I didn’t just undo my good deed karma! 😉
Don’t talk to me about Telstra. We have one of our business lines out at the moment and its a bog issue (anyone that knows anything about line hunts will know what I mean). I rang Wednesday and they told me I would hear from them by Thursday lunch time. No word from Telstra as of COB Friday. A tech guy turned up at the office today, lucky DH was there, had to ring the Landlord and get someone to come out on the weekend, ugh. Then it all got too hard, the tech told DH that he had 8 other calls to get to so he left. And we still don’t have a working phone line. For a business. With line hunt………… Basically this means that lots of people will get an engaged signal when they ring us (:
I will say on occasions I have had excellent service from Telstra, but at other times it has been lacking. I think that it depends on who you get on the other end of the phone and the sort of day that they are having.
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Yeah, it does seem to be hit and miss with them but then I’ve found the same with any other phone or internet company we have been with.
Glad this problem was sorted in a timely manner for you Meg.
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It’s good to hear when service companies actually get it right. Good on you for highlighting it – it’s not something that people think to do most of the time. I wish their service was like this all the time, but I don’t think the other providers are much better.
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May be you should write to help them here on their blog , they would love to have a story like this. A good PR for them
http://www.nowwearetalking.com.au/Home/Default.aspx
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I have to admit I am pretty amazed that you go such great service… Telstra has no competition for phone or net access where we live at present and it shows….we pay an incredible amount for slow poor net access and considering we live closer to melbourne CBD than most of the eastern suburbs why they class as as ‘rural and remote’ seems like a cop out to me. Mind you I was impressed when I rang them last time that their voice prompting worked great… pity I was kept on hold for 45 minutes and hung up on three times….
Still nice to hear a good news story for a change!
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Glad everything was sorted quickly for you.
But don’t talk to me about Telstra. Check my blog on Wednesday for my current thoughts on them.
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I agree. If we’re happy to complain about companies then we should also be happy to give kudos when they get it right.
I had a good experience with a Caltex truck driver being rather thoughtful and courteous and mentioned it to his boss on the weekend. Said boss was most impressed (with his driver that is).
Thanks for joining in Smiley Saturday.
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Gemisht – hope you get that sorted… Bad for business when you’re engaged and can’t explain…
Katef – it’s awful when there isn’t a choice. It’s like that here with broadband.
Kin – I’ll look out for Wednesday’s post (I’m guessing it’s about the ongoing lack of internet?)
Lightening – good for you!
Thanks everyone for your comments
Bravo! I agree on your philosophy. If more people would just look at the positive more than the negative people would not be so depressed, and agitated.
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