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  1. #16
    Tsunami Australia
    Guest

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)


    "Michael" <[email protected]> wrote in message
    news:[email protected]...
    >
    > <[email protected]> wrote in message
    > news:[email protected]...
    >> 1) I have always asked myself why my Telecommunications complaint is
    >> not solved immediately.
    >>
    >> Because solving a complaint on the spot would be too simple and not
    >> generate the extra phone calls from the customer.
    >>
    >> The idea is to use the telephone to make a complaint, generating more
    >> telephone calls and more revenues for Telstra.

    >
    > What an idiot. It costs Telstra something like $5, just to answer your
    > phone call.
    >
    > Telstra's complaint management processes are all geared around solving the
    > issue on first contact, if possible
    >
    >> Telstra becomes a culture of not solving complaints on the spot.
    >>
    >> 2) Any huge organization like Telstra , has always technical bugs of
    >> some sort..
    >> Most of the Telstra bugs are unforeseen due to equipments failure
    >> etc.. which can NOT predicted by anyone.

    >
    > Most complaints have nothing to do with technical bugs. Most are to do
    > with pricing, staff, installation, customer service, credit management,
    > etc
    >
    >> Most of the Telstra engineers and technicians do amazing technical
    >> things in communications.

    >
    > Agreed
    >
    >> Telstra engineers and technicians have no says in matters relating to
    >> the customers.

    >
    > Generally correct
    >
    >> Telstra "public and customer relations" rarely solves complaints
    >> immediately unless being a V.I.P. (very important person)

    >
    > Incorrect
    >
    >> The back log of complaints start to built up to larges unmanageable
    >> proportions.

    >
    > No current backlog
    >
    >> Prioritization in the complaints is introduced.

    >
    > Nope
    >
    >> On which bases complaints are prioritized? who knows !!!

    >
    > FIFO
    >
    >> This is where Telstra "secret" complaint unit come into action by using
    >> many tactics.

    >
    > What "secret" unit?
    >
    > The CRC, the TIO liaision unit, the Major complaints group, the CEO
    > liaision unit, the normal complaint units within each BU? (business unit)
    >
    >> - Expecting the complainant to Telstra will go away, by giving up.

    >
    > Thats why the TIO has escalation levels where the cost just keeps going up
    > if the ISP/telco doesnt resolve the complaint
    >
    >> - many more tactics +++ ...etc....
    >>
    >> 5) Who is involved in the "secret" complaint unit?

    >
    > There aint one
    >
    >> Only 30++ management (back office ) staffs are involved in the
    >> "secret" complaint unit.

    >
    > And what is this "secret" complaint unit?
    >


    It does actually cost Telstra the cost of the call (free call) and the staff
    to listen. I will agree there. However, whilst Telstra are supposed to fix
    the problem first call "if possible", they have a bad habbit of dragging out
    the issue as long as possible.

    As for the tactics claim, tactics only work if you've got no backbone and
    won't stand up for yourself. Have a bout or two with them and not have your
    bluff called.





    See More: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)




  2. #17
    Two Bob
    Guest

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)

    >> Telstra engineers and technicians have no says in matters relating to
    >> the customers.

    >
    > Generally correct


    What technicians? do they still have any?






  3. #18
    Michael
    Guest

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)


    <[email protected]> wrote in message
    news:[email protected]...
    >
    > Rod Speed wrote:
    >> thegoons <[email protected]> wrote
    >> > Michael <[email protected]> wrote
    >> >> thegoons <[email protected]> wrote

    >>
    >> >>> What is your point?

    >>
    >> >>> Are you another Telstra apologist?

    >>
    >> >>> We all know Telstra complaints system is up to ****. A few have dies
    >> >>> because of it (Baulding kid
    >> >>> etc).

    >>
    >> >> Sam Boulding did not die through any Telstra action or lack of action

    >>
    >> > Is that so?

    >>
    >> Yep, that was entirely the result of his parent's terminal stupidity.
    >>
    >> > Pity that Richard Alston announced at the time that "Telstra will be
    >> > required to take immediate
    >> > action to drastically improve its services for priority customers with
    >> > life-threatening emergency
    >> > health needs, as part of the Government's initial response to the ACA
    >> > report it commissioned into
    >> > the circumstances of the death of Sam Boulding."

    >>
    >> Just another ****wit polly that didnt have the balls to point out that
    >> his death was entirely the result of his parent's terminal stupidity.

    >
    > Amusing as you are, Rod, I hope that you have deep pockets, because if
    > any lawyer is reading this newsgroup, they are bound to get in touch
    > with the Boulding parents to solicit a defamation (or libel) action.


    Crap****.

    It was the Boulding's fault.





  4. #19
    Michael
    Guest

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)


    "thegoons" <[email protected]> wrote in message
    news:[email protected]...
    >
    > "Michael" <[email protected]> wrote in message
    > news:[email protected]...
    >>
    >> "thegoons" <[email protected]> wrote in message
    >> news:[email protected]...
    >>> What is your point?
    >>>
    >>> Are you another Telstra apologist?
    >>>
    >>> We all know Telstra complaints system is up to ****. A few have dies
    >>> because of it (Baulding kid etc).

    >>
    >> Sam Boulding did not die through any Telstra action or lack of action

    >
    > Senator Alston said (re the Boulding Report) "The ACA report has
    > identified significant deficiencies in Telstra's processes and systems for
    > priority service customers."


    Doesnt mean that Sam Boulding died through any Telstra in(action)






  5. #20
    Michael
    Guest

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)

    >> What an idiot. It costs Telstra something like $5, just to answer your
    >> phone call.
    >>
    >> Telstra's complaint management processes are all geared around solving
    >> the issue on first contact, if possible

    >
    > hahah yeah right, that's why they pay the first contact monkeys peanuts.
    >
    > Is Telstra's Complaints Management Processes and statistics available
    > either publicly or to shareholders?


    Telstra's internal policies are their own. Information on complaint handling
    is on the telstra.com web site.

    Complaints managed via the TIO are reported on the TIO web site

    >>> Telstra "public and customer relations" rarely solves complaints
    >>> immediately unless being a V.I.P. (very important person)

    >>
    >> Incorrect

    >
    > Wrong. You yourself have said that these complaints areas have no higher
    > authority and that they themselves ring 125111 etc to sort out.


    I said no such thing

    >>> The back log of complaints start to built up to larges unmanageable
    >>> proportions.

    >>
    >> No current backlog

    >
    > Funny about rural customers waiting months or years for new connections.


    Thats not a complaint.

    Years, I would love to see that. CSG starts kicking in after 6 mths for a
    new service connection in the most remote of places. Might even be less than
    6 mths

    >>> This is where Telstra "secret" complaint unit come into action by using
    >>> many tactics.

    >>
    >> What "secret" unit?

    >
    > Can't tell you, it is a secret.


    Heh.

    >>> - Expecting the complainant to Telstra will go away, by giving up.

    >>
    >> Thats why the TIO has escalation levels where the cost just keeps going
    >> up if the ISP/telco doesnt resolve the complaint
    >>

    > Funny how you denied that in a separate post.


    I never denied TIO has escalation levels. In fact on many occasions I have
    referred to "TIO level 1 complaint", "TIO level 2 complaint" etc

    And by the way, these are notices of fact. If you want to know about the 4
    TIO levels go to the TIO web site






  6. #21
    Michael
    Guest

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)

    >> There aint one
    >>
    >>> Only 30++ management (back office ) staffs are involved in the
    >>> "secret" complaint unit.

    >>
    >> And what is this "secret" complaint unit?
    >>

    >
    > It does actually cost Telstra the cost of the call (free call) and the
    > staff to listen. I will agree there. However, whilst Telstra are supposed
    > to fix the problem first call "if possible", they have a bad habbit of
    > dragging out the issue as long as possible.


    Why would they? They are call centre agents or T-Shop staff. They just want
    to move onto the next customer / enquiry.

    If they could resolve it on the first call, they would.

    The last thing they want is an escalation to their 1-up manager






  7. #22

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)


    [email protected] wrote:
    > 1) I have always asked myself why my Telecommunications complaint is
    > not solved immediately.
    >
    > Because solving a complaint on the spot would be too simple and not
    > generate the extra phone calls from the customer.
    >
    > The idea is to use the telephone to make a complaint, generating more
    > telephone calls and more revenues for Telstra.
    >
    > Telstra becomes a culture of not solving complaints on the spot.
    >
    > 2) Any huge organization like Telstra , has always technical bugs of
    > some sort..
    > Most of the Telstra bugs are unforeseen due to equipments failure
    > etc.. which can NOT predicted by anyone.
    >
    > The Australia Telecommunication Industry, in general , operates under
    > extreme climatic conditions.
    > Freezing in Australian Antarctica , massive winds, temperature over 100
    > degrees with humidity at 100% in the far north and tropical forests).
    >
    > Most of the Telstra engineers and technicians do amazing technical
    > things in communications.
    >
    > 3) Telstra engineers and technicians know, if I don't attend to my car
    > problem immediately ,my car will become useless.
    > I have to put fuel in my car for a start and every so many miles look
    > after maintenance services.
    >
    > Telstra engineers and technicians have no says in matters relating to
    > the customers.
    >
    > Telstra "public and customer relations" rarely solves complaints
    > immediately unless being a V.I.P. (very important person)
    >
    > The back log of complaints start to built up to larges unmanageable
    > proportions.
    >
    > Prioritization in the complaints is introduced.
    >
    > On which bases complaints are prioritized? who knows !!!
    >
    > 4) On the other hand the "political , financial public" does not want
    > to hear about complaints.
    >
    > Short cuts are used for Telstra management to prioritized customer.
    >
    > Suddenly Mr. and Mrs. General-Public are at the bottom of the service
    > list.
    > Mr. and Mrs. General-Public start to complaint more and be frustrated.
    >
    > This is where Telstra "secret" complaint unit come into action by using
    > many tactics.
    >
    > - Pretending not too understand my complaint.
    >
    > - Pretending my complaint is unique and never existed before
    >
    > - Over loading the Telecommunications Industry Ombudsman(T.I.O.)
    > Passing the buck to someone else.
    > http://www.tio.com.au/complaint_form.htm
    >
    > - Transferring the complainant from one service to the other (
    > exhaustion tactic) or one region to the other.
    > ( I don't know if Telstra is using any call centers in India, yet ?
    > ...)
    >
    > - Expecting the complainant to Telstra will go away, by giving up.
    >
    > - many more tactics +++ ...etc....
    >
    > 5) Who is involved in the "secret" complaint unit?
    >
    > No front office staffs are involved
    >
    > Only 30++ management (back office ) staffs are involved in the
    > "secret" complaint unit.
    >
    > Who is paying for all this? .... Telstra customer & complainant like
    > myself
    >
    > Georges



    As a Telstra customer I found the Telstra Organization secretive,
    unaccountable to no one ( legally Telstra is NOT accountable to the
    Australian Parliament).

    In other word a State by itself. A State in the State affecting the
    life of milions of Australians.

    Georges




  8. #23

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)


    Michael wrote:
    > <[email protected]> wrote in message
    > news:[email protected]...
    > >
    > > Rod Speed wrote:
    > >> thegoons <[email protected]> wrote
    > >> > Michael <[email protected]> wrote
    > >> >> thegoons <[email protected]> wrote
    > >>
    > >> >>> What is your point?
    > >>
    > >> >>> Are you another Telstra apologist?
    > >>
    > >> >>> We all know Telstra complaints system is up to ****. A few have dies
    > >> >>> because of it (Baulding kid
    > >> >>> etc).
    > >>
    > >> >> Sam Boulding did not die through any Telstra action or lack of action
    > >>
    > >> > Is that so?
    > >>
    > >> Yep, that was entirely the result of his parent's terminal stupidity.
    > >>
    > >> > Pity that Richard Alston announced at the time that "Telstra will be
    > >> > required to take immediate
    > >> > action to drastically improve its services for priority customers with
    > >> > life-threatening emergency
    > >> > health needs, as part of the Government's initial response to the ACA
    > >> > report it commissioned into
    > >> > the circumstances of the death of Sam Boulding."
    > >>
    > >> Just another ****wit polly that didnt have the balls to point out that
    > >> his death was entirely the result of his parent's terminal stupidity.

    > >
    > > Amusing as you are, Rod, I hope that you have deep pockets, because if
    > > any lawyer is reading this newsgroup, they are bound to get in touch
    > > with the Boulding parents to solicit a defamation (or libel) action.

    >
    > Crap****.
    >
    > It was the Boulding's fault.



    ----------


    I remember a few years ago a prominent man saying during an interview
    on Australian ABC TV.

    " People are like cattle - They got to be driven"
    "They don't know what they want."

    Cattle got to be driven and Customers got to be driven.

    Is that the philosophy of Telstra management in 2006 & 2007?

    Georges




  9. #24
    Michael
    Guest

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)

    > As a Telstra customer I found the Telstra Organization secretive,
    > unaccountable to no one ( legally Telstra is NOT accountable to the
    > Australian Parliament).
    >
    > In other word a State by itself. A State in the State affecting the
    > life of milions of Australians.


    Tin hat time
    ]





  10. #25
    thegoons
    Guest

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)

    It was a Downer or Transfield truck with a Telstra sticker

    "Jonathan Wilson" <[email protected]> wrote in message
    news:[email protected]...
    >> What technicians? do they still have any?

    > I saw some guys in a telstra truck working on some equipment the other day
    > so they obviously do have SOME technicians left




    --
    Posted via a free Usenet account from http://www.teranews.com




  11. #26

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)


    [email protected] wrote:
    > [email protected] wrote:

    .......
    > As a Telstra customer I found the Telstra Organization secretive,
    > unaccountable to no one ( legally Telstra is NOT accountable to the
    > Australian Parliament).
    >
    > In other word a State by itself. A State in the State affecting the
    > life of milions of Australians.
    >
    > Georges



    The CEO of the most Telstra, the most sensitive Australian" Public"
    telecommunication organization is an U.S citizen.( A foreign citizen)

    Is the USA appointing an Australian at the head of U.S. communication
    in the U.S.A.?

    No, so who is kidding who?

    On the same line of thinking, the present government is appointing a
    U.S. citizen to the most sensitive organization which is communication,
    the Australia government should appoint a U.S citizen as the commander
    in chief of ALL Australian Defense Organizations.

    The serious question is: Has Australia the right to appoint a FOREIGN
    citizen at the head of ALL Australian communication or ALL Australian
    armed forces?

    Georges




  12. #27
    Michael
    Guest

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)

    > On the same line of thinking, the present government is appointing a
    > U.S. citizen to the most sensitive organization which is communication,
    > the Australia government should appoint a U.S citizen as the commander
    > in chief of ALL Australian Defense Organizations.
    >
    > The serious question is: Has Australia the right to appoint a FOREIGN
    > citizen at the head of ALL Australian communication or ALL Australian
    > armed forces?


    The Govt did not appoint SOL as the CEO of Telstra.

    Telstra did





  13. #28

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)


    Michael wrote:
    > > On the same line of thinking, the present government is appointing a
    > > U.S. citizen to the most sensitive organization which is communication,
    > > the Australia government should appoint a U.S citizen as the commander
    > > in chief of ALL Australian Defense Organizations.
    > >
    > > The serious question is: Has Australia the right to appoint a FOREIGN
    > > citizen at the head of ALL Australian communication or ALL Australian
    > > armed forces?

    >
    > The Govt did not appoint SOL as the CEO of Telstra.
    >
    > Telstra did




    There is NO DOUBTS, Telstra AUSTRALIA is testing its "untested"
    products on the Australian consumers.

    In Australia it is illegal to test any products on the general public.

    Why is Telstra allowed to test their products like Microsoft is doing
    with its products?

    Holden , Ford motor and other companies are NOT allowed to test their
    "untested" products on the public.

    Why an exception for Telstra?

    What about if Holden or Ford or other manufactures were allowed to test
    their cars full of "bugs" on the Australian public?

    Georges




  14. #29
    Rod Speed
    Guest

    Re: Telstra "secret" complaint unit ( Australian Wheat Board - AWB style)

    [email protected] wrote
    > Michael wrote


    >>> On the same line of thinking, the present government is appointing a
    >>> U.S. citizen to the most sensitive organization which is communication,
    >>> the Australia government should appoint a U.S citizen as the
    >>> commander in chief of ALL Australian Defense Organizations.


    >>> The serious question is: Has Australia the right to appoint
    >>> a FOREIGN citizen at the head of ALL Australian
    >>> communication or ALL Australian armed forces?


    >> The Govt did not appoint SOL as the CEO of Telstra.


    >> Telstra did


    > There is NO DOUBTS, Telstra AUSTRALIA is testing
    > its "untested" products on the Australian consumers.


    > In Australia it is illegal to test any products on the general public.


    Pig ignorant lie.

    > Why is Telstra allowed to test their products
    > like Microsoft is doing with its products?


    Because that aint illegal, stupid.

    > Holden , Ford motor and other companies are NOT
    > allowed to test their "untested" products on the public.


    Pig ignorant lie.

    > Why an exception for Telstra?


    There is no exception for telstra.

    > What about if Holden or Ford or other manufactures were
    > allowed to test their cars full of "bugs" on the Australian public?


    They are allowed to do that and do that.





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