Telstra Not Negotiating Any More?

atlant on 10/12/2019 - 13:11

My NBN contract with telstra coming to an end and I called Telstra today asking if I can switch to a "market" offer available on their site.

Answer is "yes" but you will not get any sweet cookies we offer to new customers.

Spoke to customer retention team leader - confirmed that if I want "new" customers deal I need to disconnect first and then come back to Telstra..

Kind of surprised that new customer is better that one who was with Telstra for 15 years but it seems to be the same deal in all companies having you "on contract" like insurance, utilities, etc
They even confirmed that if I go to another provider my service will stay the same since they are only responsible for collecting my money and not really provide any support (all done by NBNCo).

two questions:

  • was is a bad day to call and is there a reason to try to get through another team? or is it common now with Telstra to not negotiate?
  • is it true that quality of the Internet on NBN plan is the same for all providers and it is just a matter of selecting the cheapest?
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Comments

  • SharedSugar on 10/12/2019 - 13:28
    +6

    The NBN thing is not entirely true some providers may not purchase sufficient access to the network and have congestion problems at peak times.

    • aragornelessar on 10/12/2019 - 14:12

      Yep, and that's why some people will have problems and others won't with the same provider

      • IVI on 10/12/2019 - 17:36

        We’ve had lengthy outage w/ MyRepub., that could have been fixed sooner - if we’d thot to

        • USE SOCIAL MEDIA
  • mastermik3 on 10/12/2019 - 14:20
    +5

    I used to work for Telstra years ago and it's true they tend to look after new customers more. It's like this though with most carriers. Anyway my advice to you is to log a complaint through Telstra as you will be assigned to a case manager. They are a lot more helpful and they have the power to do a lot more as well. When the case manager contacts you let them know you've been a loyal customer and if they can't do anything you will disconnect and join someone else. Once you say this 9 out of 10 times they will offer you something or you can ask them what you want and they will consider it. Good luck!

    I've included the link below. This is the online complaint form through Telstra.

    https://say.telstra.com.au/customer/general/forms/Email-Comp…

    • atlant on 10/12/2019 - 14:30

      thanks mate - great suggestion.
      I am not asking anything they would not offer to a new customer.
      I guess Telsra has new costomers KPI and no retention KPI.
      the sad thing is that I am 100% I will get a call from Telstra the day I signed contract with another provider and Telstra get a disconnection request from new provider.

      • mastermik3 on 10/12/2019 - 14:38

        Log a complaint and speak to a case manager. I'm sure they can work something out for you. It's better than going around in circles speaking to a consultant over the phone or via their online chat. The responses you get from call centre staff is quite generic. Sounds like you're chatting to a robot. I've have logged quite a few complaints through Telstra and the case managers most of the times have been great.

        • atlant on 10/12/2019 - 14:47

          Logged.
          Not really a complaint (they did not do anything wrong) - just huge disappointment.

          • mastermik3 on 10/12/2019 - 14:58

            @atlant: Awesome. Let me know how it goes.

            • atlant on 16/12/2019 - 16:41

              @mastermik3: week later received a call from case manager.
              got exactly what I wanted (not really much) - just a new modem with plan+boost staying the same is it was for the last 24 months

              thank you again for suggesting the option to lodge a complaint and get a case manager.

  • [Deactivated] on 10/12/2019 - 14:49
    +1

    I skip all the asking for a better deal and go right to asking if there is anything payable if I transfer to a new provider. They never care about providing you any of a better deal until they know you're going for sure if they don't.

    Last time I didn't even bother negotiating I just switched to another provider for a month so I could switch back and get the new customer bonus.

  • RockyRaccoon on 10/12/2019 - 14:51
    +4

    Its pretty well the same with all large organisations.

    I wanted a 2 year contract with my Solar input credits at Origin, AGL was offering the same time period.

    Origin said no, I said I would switch (all nice like), they still said no.

    Switched to AGL (21c feedin tariff) rest was pretty much the same.

    2 weeks later after switch went thru Origin calls me, so to have me back they offered 23c feedin tariff and a further 2% off rates and a 2 year contract.

    So I went back

    Hell they could have kept me initially at 21c and a 2 year contract but no, the system doesnt allow for it to work like that.

    So grin and bear it or switch

  • Meho2026 on 10/12/2019 - 17:05
    +1

    Try live chat, it works better than calling, in the past they have given me what I want.
    Plus theres evidence of the conversation, if you have to contact them again, they have immediate access to your previous chats

    • jace88 on 13/12/2019 - 18:24

      I agree. I prefer live chat since you don't have to literally sit and talk to them, and you can multitask :) Managed to get a $49 statement credit and 10,000 points the other day.

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