Very Bad Experience with Telstra (Delivery of Modem Has Gone Astray)

shankarjanu on 26/08/2021 - 11:21
Last edited 26/08/2021 - 12:18 by 1 other user

Don't ever go to Telstra.. very very bad experience.

I opted for Telstra home broadband connection. They send modem to my address and the StarTrack delivered my modem to somewhere. When I called StarTrack no proper response and asked me to raise complaint in Telstra. I raised the issue in Telstra app and the Telstra expert asked me to check with local store. I went to local store and they told there is no stock and no proper response.

Again I had a chat with Telstra expert and told them the whole story. Again and again they are asking same questions and the issue keep on forwarding to different people but nothing happened. I have been chasing for last 2 days and still they are asking same questions. In my account it says order completed. I asked them to cancel the order but not cancelling since order is completed.

Really frustrated and don't know what to do…..

Internet

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Comments

  • shankarjanu on 26/08/2021 - 11:22

    Latest update: Again Telstra expert is asking me to check with StarTrack.

    • Kail on 26/08/2021 - 11:40
      +9

      It is not your responsibility to check with StarTrack, you are not their customer.
      Telstra as the sender is their customer. They need to check with StarTrack.

      • shankarjanu on 26/08/2021 - 12:08
        +1

        Yes, I told them the same.

  • holdenmg on 26/08/2021 - 11:28
    +9

    Just this: https://www.tio.com.au/complaints

    • shankarjanu on 26/08/2021 - 11:30
      +1

      Thanks

    • JMosk on 26/08/2021 - 11:39
      +5

      From personal experience this is the best way to get Telstra to pull their finger out.
      Be very clear in what has happened (remove all emotion) and the ombudsman will get it sorted with Telstra

    • apple2016 on 26/08/2021 - 14:39

      second this.

    • Sweet3st on 26/08/2021 - 22:28

      Agree. Only way to get anywhere with Telstra and no guarantee then.

  • Platinumtelecom on 26/08/2021 - 11:37
    +1

    Your order can only be completed once your service is activated. And your service cannot be activated until a router is plugged in. Regardless, Telstra won’t understand that, so as per the above go to TIO.

    If you need Internet urgently, then buy yourself a router from Officeworks.

    DO NOT go to another provider, as the order is not activated, NBN will automatically reject your order with another provider

    • shankarjanu on 26/08/2021 - 11:40

      I already had broadband connection with Origin. I thought of switching to Telstra and i faced these issue.. so planning to stay back with Origin.

      I raised complaint in TIO as well as mentioned above.

      • Platinumtelecom on 26/08/2021 - 11:40

        So you are still connected to origin?
        Why do you need a Telstra modem then? Just use your origin modem

  • Alan Laz on 26/08/2021 - 11:39
    +1

    Similar issue with Floptus, resolved satisfactorily after intervention by local (aus) staff

    Lodge a complaint with TIO but:

    • be very clear as to your concerns
    • document all (ALL) your exchanges with Telstra
    • make sure you have transcripts of your chats with Telstra so you can confidently quote the discussion (if necessary start chat again and take screen prints)

    As long as you document everything you should be OK

  • Orico on 26/08/2021 - 11:54
    -7

    I opted for Telstra home broadband connection. They send modem to my address and the StarTrack delivered my modem to somewhere.

    I bet you gave a wrong address or live in a maze of apartments. Never had a problem with Startrack delivery or an order from Telstra

    • shankarjanu on 26/08/2021 - 12:01

      I got all my delivery from others correctly..My address is correct and the picture he attached in delivered at safe place is not my home..

    • ESEMCE on 26/08/2021 - 12:08

      Ha!
      I bet you've never dealt with Startrack in any meaningful way.

      As a sender, we call them multiple times per day to track parcels marked as delivered but actually not.

      • Orico on 26/08/2021 - 12:09

        No I have not. We use DHL for commercial purposes.

      • shankarjanu on 26/08/2021 - 12:09

        yes true. Also not responsive and rude.

  • shankarjanu on 26/08/2021 - 12:50

    The weird thing is that Telstra chat name was Telstra Expert:).

    • adam on 26/08/2021 - 13:08
      +1

      Thats normal. And they're all useless. They do this because you're not talking to the same person throughout the conversation. Different rep continue the conversation with you & don't even bother to read everything you've said in the conversation previously. Dealing with their chat used to be (3 years ago) great service, but these days it is absolutely atrocious.

    • Sweet3st on 26/08/2021 - 22:35

      I needed to resolve an issue with my Telstra mobile service recently and first tried Live Chat. Described my problem and then agent replied by saying… I see you don’t have internet with Telstra currently, I’d love to chat about what we can do for your internet… wtf? Said not interested and was cut off shortly afterwards. No attempt to answer my question. TIO.

  • Jetstream on 26/08/2021 - 13:47
    +1

    I love how you blame Telstra when they gave the router to star track.

    And then you say, no one go with Telstra - like all of a sudden millions of people will jump ship, to whom?

    I get your cut, and I know you said that you don’t know what to do. But this post, isn’t sorting out your issues

  • karath on 26/08/2021 - 15:39

    Hey mate,

    I had a few delivery issues as the apartment block I'm in, for whatever reason, gets changed to a LOT number when placing an order. Which happened twice and it was the full run-around to get it fixed…

    Best way to seek help (and a phone call) is to either make a Tweet tagging Telstra, or DM Telstra directly on Twitter. Dunno if it's still effective or not, but they jump on the ball pretty quick and I found that they were good at escalating problems better then the live chat.

    Weird times we live in, best of luck.

    • adam on 26/08/2021 - 16:40

      I'd agree that their social media team are usually responsive, however my last experience was they asked me about the problem, I told them (via twitter dm), they said they'd look into it & never got back to me.

  • [Deactivated] on 26/08/2021 - 15:42
    +1

    This sounds to be like a delivery issue, but I have found Telstra to be by far the worst company I have ever had to deal with. It got worse and worse as I was a customer, especially when they moved their call centres off shore, and the operators didn't give a shit about customer service. The cost cutting by the CEO has created a culture of terrible service (with the backbone of great mobile coverage, so I'm now with Boost).

  • Noy on 27/08/2021 - 11:22

    I suggest you don’t use that online chat robot. You are best to just ring customer services and talk to someone. It always works for me and I get great service and never have any issues. The online chat robot will send you in circles and drive you nuts. Try a different Telstra Store as they are all different and the staff you deal with have varied experience. Ask for the manager if not happy with the response you get.

  • saine on 31/08/2021 - 11:12

    Similar issue. Took two rounds of the TIO to get a resolution, but no notification or phone call from Telstra, just a returned payment to my credit card. Took 4 months over a SIM card that wasn't received and thus couldn't be activated.

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