Telstra might have a pretty nifty 3G network, but when it comes to customer service, the company is an exemplar of how telcos are happy to take your money but slow to back it up with any actual service. The phone giant is now promising to do better, offering easier access to complaints resolution and weekend service for installing and fixing telephone and Internet services.
If you need to ring Telstra and complain about an earlier issue not being resolved — a not uncommon scenario in my own experience — you’ll now be able to say ‘complaint’ to the automated phone system, rather than navigating a ridiculous series of poorly-programmed voice menus. Telstra will also trial a callback service for customers stuck in long queues (something long on offer from many other ISPs), though the press release announcing this is hazy on details of when and how it will happen.
The weekend service option will only be available in capital cities and a handful of regional areas. My own experience of weekend installations by Telstra for TV-related services suggests that the times you get offered will also bear very little relation to reality. That said, any attempt to enhance customer service is welcome.
What else would you like to see Telstra do to improve? Tell us in the comments.