Service, what is it? - Page 2

Stardrifter_WA · #21 04-12-2013, 09:53 PM

Quote:

Originally Posted by Larryp

Its nice to give a wrap to an organisation often criticised on this site.
I bought a new mobile phone online from Telstra, and wanted to keep my existing Telstra number. The new phone needs a mini sim, so this morning I went to the Telstra shop in Bankstown to get a new sim card.
The shop was busy, but the young man who served me did so in a very polite and unhurried manner.
After creating the new sim, he offered to completely set up the phone for me, and explain its features.
There was no charge, so the shop made no money out of me. He could have bundled me out the door and moved on to a paying customer, but instead spent a good 20 minutes going through the phone's features.
I was impressed!

I agree Laurie, Telstra doesn't often get a good rap. I worked for Telstra for two years, as a corporate tester, in their test centre in Perth. I know from first hand experience that Telstra does try, very hard, to provide good customer service, however, they don't always get it right as their system is very complex, amazingly so. I also worked in a Telstra T Shop, before being snatched for the test centre and I can tell you, I had to deal with very unhappy customers, which was mostly unjustified, but we bent over backwards to help them.

I don't particularly like Testra, as they made my position redundant, but I have to give them more praise than they, of first appearances, deserve. Most people bash Telstra, but having worked on the inside, I think most of it is not deserved. Also, some of the problems come from individuals within the company not providing good service, not the company itself. After all, a company is only as good as the people it hires, and I can say that with a big organisation like Telstra, they do get it wrong.

I had some interesting jobs over the yerars, and I can tell you that working for Telstra as a corporate tester was one of the more interesting jobs I have had.

Cheers Pete

Larryp (Laurie) · #22 04-12-2013, 10:03 PM

I've been with Telstra for many years, Peter, and never had a gripe with them. I have had problems arise, but they have always sorted them out.
When my son was a teenager, he downloaded some music from some website, and in doing so, enabled people all over the world to download music on my internet account-I had a monthly bill over $2000.00!
I got on the phone to Telstra to find out why I had this huge bill, and the guy explained what my son had done-and then wiped the bill as a goodwill gesture!
Like I said-no complaints from me!

AdrianF (Adrian) · #23 04-12-2013, 10:24 PM

Quote:

Originally Posted by Larryp

Its nice to give a wrap to an organisation often criticised on this site.
I bought a new mobile phone online from Telstra, and wanted to keep my existing Telstra number. The new phone needs a mini sim, so this morning I went to the Telstra shop in Bankstown to get a new sim card.
The shop was busy, but the young man who served me did so in a very polite and unhurried manner.
After creating the new sim, he offered to completely set up the phone for me, and explain its features.
There was no charge, so the shop made no money out of me. He could have bundled me out the door and moved on to a paying customer, but instead spent a good 20 minutes going through the phone's features.
I was impressed!

I am on the other end of the stick from you and have nothing but complaints about Telstra.
Been waiting for a house phone for nearly 2 1/2 months. First request was cancelled by Telstra with no reason. Second order again was cancelled by Telstra as there wasn't any infrastructure in place to give me a phone. Order placed by Telstra, to their contractors, to get wires to my front fence. Told by Telstra that I was my responsibility to get wires from front fence into house and into wall socket (since told by Telstra this was wrong) cost $2000 by private contractor who had to lay 75 meters of cable underground as I elected to have underground power and don't have power pole. Telstra contractor laid the cables and connected my cabling to theirs, no dial tone. Advised to call faults who said they would get tech out ASAP that was Nov 23, 1 hour ago still no dial tone. Called Mustaphapoo in Mumbai who told me I must be deaf as my phone was enabled 2 weeks ago at this stage the conversation got very heated and I had to hang up on him. Everytime I call Telstra I get a different person even tho I get a direct number to a case manager and have to go through the entire story again.

Adrian

Glenhuon (Bill) · #24 06-12-2013, 03:58 PM

We had a Dick Smith shop in town quite a number of years ago, the guy that ran it, Dave, was an amateur techy like me. Go in and tell him what you needed, and he would point you in the right direction. One day, walked in, Dave is gone and there's all these young guys in white shirts and ties, who hadn't a clue. Never went back there for years. Recently, went to look for some components, now been taken over by Jaycar. What a change, helpful, know their products, can talk with them and discuss alternatives, they got my custom back.

I needed an adaptor for my Optus wireless dongle, wasn't on the shop database, but they sussed out one that looked about right, let me take it home to test it, rang them back to say it works fine. Popped in next day to pay for it, and they added it so they could help the next customer. That is Service

Glenhuon (Bill) · #25 06-12-2013, 04:08 PM

Must admit, I'm not a fan of Telstra, most times when I've had a connection job with them it takes forever. But, the last one I did when I had to call the help line I got this Filipino lady and she knew the system, talked me through it, and even admitted it was not as easy as it looks LOL
This lady was not reading off an A4 sheet like many I have spoken with. Telstra should employ more like her.

Larryp (Laurie) · #26 06-12-2013, 04:12 PM

Quote:

Originally Posted by Glenhuon

Must admit, I'm not a fan of Telstra, most times when I've had a connection job with them it takes forever. But, the last one I did when I had to call the help line I got this Filipino lady and she knew the system, talked me through it, and even admitted it was not as easy as it looks LOL
This lady was not reading off an A4 sheet like many I have spoken with. Telstra should employ more like her.

Actually their foreign help desk staff are pretty good. They have always sorted the odd internet problem for me-just wish some of them were a bit easier to understand!

ReaPerMan (Paul) · #27 06-12-2013, 04:28 PM

Just had a run in with a Plumber, My 84 y/o mum has a Granny Flat at the back of the house and her bathroom sink has a running tap that's a bit frozen up. I've fixed it as wellas I can but decided to replace it with a tap with a lever system so its easier for her to use. I booked in the plumber for Thursday and was waitng for the parts to come in. When I called him to say they had arrived he told me I was written in his diary for Monday! I have relatives arriving on the weekend and there was no way in hell that I booked it on the Monday, when I told him that he had promised to be here on the Thursday he hung up on me and ignores my calls. I know the tradies have plenty of work but this is just downright rude!

Stardrifter_WA · #28 06-12-2013, 04:31 PM

Quote:

Originally Posted by Glenhuon

We had a Dick Smith shop in town quite a number of years ago, the guy that ran it, Dave, was an amateur techy like me. Go in and tell him what you needed, and he would point you in the right direction. One day, walked in, Dave is gone and there's all these young guys in white shirts and ties, who hadn't a clue. Never went back there for years. Recently, went to look for some components, now been taken over by Jaycar. What a change, helpful, know their products, can talk with them and discuss alternatives, they got my custom back.

I needed an adaptor for my Optus wireless dongle, wasn't on the shop database, but they sussed out one that looked about right, let me take it home to test it, rang them back to say it works fine. Popped in next day to pay for it, and they added it so they could help the next customer. That is Service

It is hard to agree Bill, as I recently went to Jaycar and asked for a particular item, but the guy serving me was clueless and had to ask another guy about the item. I have no problem with that, as the guy was obliviously new at the store and couldn't be expect to know everything immediately..

However, he asked another guy about it, only to be told that they have never sold anything like that. Funny, I told the other guy, I bought three of them about 4 months ago from Jaycar, to which he stated I must be in error and must have bought it somewhere else. I showed him which shelf they were originally located on, but as always, they keep shifting stuff around.

I then looked in their catalogue and found the item in question. Bit rough having to point out to "expert staff" what products they sell.

A company is only as good as the people it employs, and most of Jaycar staff are pretty good, just not on this particular day. And yes, I did get what I wanted, but had to wait a few days for it to come in, but that was ok. I was in no rush.

AdrianF (Adrian) · #29 06-12-2013, 10:39 PM

In IKEA at Slacks Creek today getting a TV unit. The staff couldn't be more helpful if they tried. I think between Apple Store and IKEA they could show other companies a thing or to about service
IKEA even offered to take my purchases to my car for because that's what they do for seniors

Adrian