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From: The Old Bloke on 5 Jan 2010 02:57
SNIP
> >
> > I give up. This is not my problem, it's an internal Telstra problem. I
> > will do no more, you guys have to fix it. Unless, of course, you finally
> > cancel the subscription because the bill hasn't been paid. Then I will
> > write to the Telecom Industry Ombudsman, with this string of emails (14
> > so far), pointing out your breach of the Trades Practices Act.
> >
> > Regards,
> >
> > Craig
I had a similar thing with Telstra. It was a saga that went on and on
for weeks.

Finally I was able to get (from friends) the email addresses for a
couple of senior executives. I emailed the saga to them at 10 pm. At
midnight one of them answered that he would fix it in the morning. The
morning came and a real Telstra person rang (not a call centre) and
said the problem was fixed and would I accept a generous credit to
compensate me for my wasted time.

Another time I couldn't get a call centre to escalate my issue to a
real Telstra person, I wrote to the Leader of the State Oppostion.
Within a few days a Telstra employee rang and the problem was solved
on the spot.

IMHO their problem is that they use call centres to insulate Telstra
execs from the public. The call centres have very limited powers to
escalate a problem out of their call centres.
From: Anonymous on 5 Jan 2010 15:27


"Craig Welch" <craig(a)pacific.net.sg> wrote in message
news:hhuk7v$v0r$1(a)speranza.aioe.org...
> An edited copy of the most recent emails in a long 'dialogue' with
> BigPond:
> --------------------------------------------------
> Thank you {Name}. I have copied this correspondence trail to the Office
> of the CEO of Telstra.
>
> Can I ask why you don't just escalate it to a person who has the
> ability/authority to fix it?
>
> Have you read The Castle (Das Schloß) by Franz Kafka?
>
> "Dark and at times surreal, The Castle is about alienation, bureaucracy,
> and the seemingly endless frustrations of man's attempts to stand against
> the system".
>
> Regards,
>
> Craig
>
> The BigPond Team wrote:
> > Dear Craig,
> >
> > Thank you for your email, I am sorry you are frustrated with my
> advice, however I am not able to assist, you need to call, however many
> times this may be.
> >
> > Yours sincerely,
> >
> >
> > {Name}
> > The BigPond Team
> > www.bigpond.com
> >
> >


Whatever

Next call...
> > Hello {Name},
> >
> > I called the department you mentioned.
> >
> > They said they'd send an invoice, but it didn't happen.
> >
> > Are you saying to me that I should call them again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again?
> >
> > If I've mis-understood your advice, please let me know.
> >
> > Thanks,
> >
> > Craig
> > ------------------------------------------------------------------------
>
> > The BigPond Team wrote:
> >
> > Dear Craig,
> >
> > Thank you for your email, my name is {Name}. I appreciate your time
> is valuable and I apologise for the delay in responding to your query
> regarding the invoices that have not been sent for your BigPond® account.
> >
> > Craig, I sincerely apologise for the frustration that you have
> experienced in this regard.
> >
> > We cannot forward the emails to this department as they can only be
> contacted by phone, I assure you we would have done this otherwise.
> >
> > We are not able to further assist from this department as we do not
> have access to the correct systems.
> >
> > The only way to action this is to call, I am really sorry for this
> Craig, this is the way satellite accounts are handled.
> >
> > Yours Sincerely,
> >
> >
> > {Name}
> > The BigPond Team
> > www.bigpond.com
> >
> > Well, I did phone as you guys requested. Although for the life of me I
> > can't understand why you wanted me to do so. Could you not have just
> > forwarded the email chain to them?
> >
> > Having a dialogue with Telstra becomes more and more like Monty Python
> > every day.
> >
> > So after a telephone wait, I spoke to an operative and explained what
> > was going on. She tried a couple of tricks to get the money from me:
> >
> > * 'We can't proceed until you update your credit card details'. Me:
> > /As previously stated, I will not do that, in other words I will
> > not pay this, until I receive an invoice'.
> >
> >
> > /
> > * 'Would you like to combine your fixed line and Internet bills?'
> > Me: /That would ensure that you can take the money without giving
> > me an invoice. //As previously stated, I will not do that, in
> > other words I will not pay this, until I receive an invoice
> >
> >
> > So after putting me on hold for about four times, presumably to
> > 'consult' with someone, she came back and happily advised that all would
> > be fine, she would immediately send me an invoice by email.
> >
> > That was over 24 hours ago. Surprise surprise, it hasn't arrived.
> >
> > I give up. This is not my problem, it's an internal Telstra problem. I
> > will do no more, you guys have to fix it. Unless, of course, you finally
> > cancel the subscription because the bill hasn't been paid. Then I will
> > write to the Telecom Industry Ombudsman, with this string of emails (14
> > so far), pointing out your breach of the Trades Practices Act.
> >
> > Regards,
> >
> > Craig
>
>
>
> --
> Craig http://www.wazu.jp/
> 1,239 Unicode fonts for 82 written language groups:
> Price your own web plan: http://www.wazu.jp/hosting/

From: Anonymous on 5 Jan 2010 15:45
Y

"Craig Welch" <craig(a)pacific.net.sg> wrote in message
news:hhuk7v$v0r$1(a)speranza.aioe.org...
> An edited copy of the most recent emails in a long 'dialogue' with
> BigPond:
> --------------------------------------------------
> Thank you {Name}. I have copied this correspondence trail to the Office
> of the CEO of Telstra.
>
> Can I ask why you don't just escalate it to a person who has the
> ability/authority to fix it?
>
> Have you read The Castle (Das Schloß) by Franz Kafka?
>
> "Dark and at times surreal, The Castle is about alienation, bureaucracy,
> and the seemingly endless frustrations of man's attempts to stand against
> the system".
>
> Regards,
>
> Craig
>
> The BigPond Team wrote:
> > Dear Craig,
> >
> > Thank you for your email, I am sorry you are frustrated with my
> advice, however I am not able to assist, you need to call, however many
> times this may be.
> >
> > Yours sincerely,
> >
> >
> > {Name}
> > The BigPond Team
> > www.bigpond.com
> >
> >
> > Hello {Name},
> >
> > I called the department you mentioned.
> >
> > They said they'd send an invoice, but it didn't happen.
> >
> > Are you saying to me that I should call them again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again? And again? And again? And again? And
> > again? And again? And again? And again? And again? And again? And again?
> > And again? And again? And again?
> >
> > If I've mis-understood your advice, please let me know.
> >
> > Thanks,
> >
> > Craig
> > ------------------------------------------------------------------------
>
> > The BigPond Team wrote:
> >
> > Dear Craig,
> >
> > Thank you for your email, my name is {Name}. I appreciate your time
> is valuable and I apologise for the delay in responding to your query
> regarding the invoices that have not been sent for your BigPond® account.
> >
> > Craig, I sincerely apologise for the frustration that you have
> experienced in this regard.
> >
> > We cannot forward the emails to this department as they can only be
> contacted by phone, I assure you we would have done this otherwise.
> >
> > We are not able to further assist from this department as we do not
> have access to the correct systems.
> >
> > The only way to action this is to call, I am really sorry for this
> Craig, this is the way satellite accounts are handled.
> >
> > Yours Sincerely,
> >
> >
> > {Name}
> > The BigPond Team
> > www.bigpond.com
> >
> > Well, I did phone as you guys requested. Although for the life of me I
> > can't understand why you wanted me to do so. Could you not have just
> > forwarded the email chain to them?
> >
> > Having a dialogue with Telstra becomes more and more like Monty Python
> > every day.
> >
> > So after a telephone wait, I spoke to an operative and explained what
> > was going on. She tried a couple of tricks to get the money from me:
> >
> > * 'We can't proceed until you update your credit card details'. Me:
> > /As previously stated, I will not do that, in other words I will
> > not pay this, until I receive an invoice'.
> >
> >
> > /
> > * 'Would you like to combine your fixed line and Internet bills?'
> > Me: /That would ensure that you can take the money without giving
> > me an invoice. //As previously stated, I will not do that, in
> > other words I will not pay this, until I receive an invoice
> >
> >
> > So after putting me on hold for about four times, presumably to
> > 'consult' with someone, she came back and happily advised that all would
> > be fine, she would immediately send me an invoice by email.
> >
> > That was over 24 hours ago. Surprise surprise, it hasn't arrived.
> >
> > I give up. This is not my problem, it's an internal Telstra problem. I
> > will do no more, you guys have to fix it. Unless, of course, you finally
> > cancel the subscription because the bill hasn't been paid. Then I will
> > write to the Telecom Industry Ombudsman, with this string of emails (14
> > so far), pointing out your breach of the Trades Practices Act.
> >
> > Regards,
> >
> > Craig


You need a new plan.
Optus $30(a)month

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