A few days ago I was jipped by telstra again…… 3 1/2 hours on phone, and actually going backwards with my internet connection = very unhappy me. I would love to actually call a call centre that’s in AUSTRALIA for a change…. being an Australian company, you think their ethics would be to keep workers in Australia employed.

I got to speak to 4 different Indians that night. 3 guys and a girl. Believe me it’s not easy when you already have a hearing impairment and a hearing aid that is threatening to WHISTLE for the entire duration of your call. So anyway, after a long winded explanation of what my problem was, the guy on the other end of the phone realised my modem was under warranty and offered me a replacement. I jumped at this offer because I was sure my modem was having dramas, worked sporadically and had drop outs when I could browse the 3g network on my phone no problem. So anyway…. he finalises the details, and tells me 5-7 working days the new modem will arrive. YAY!! So anyway, 7:00pm rolls around and I double check Firefox to see if by some chance the net is working again….. Well hooray it is…. for the moment. I manage to do a quick check of my emails and I log onto WoW and find my PING is 21000….. i.e. not very gamer friendly. I get DC’d from Battle Net and I glance up at my modem which now has 4 lights… instead of 5…… hmmm what happened there? Ok so the internet lights gone out…. um ok so I’ll try to log onto the modems webpage and re enter my user name and password….. and reconnect…… nope, try again……. enterrrrr….. reconnect…… FFS!!!!!!!! wtf is going on now?! I redial BIGPOND (who by the way has an entry in my home phones contact list…. shows how often i have to call them to gripe). Oh so I am connected to another indian…. yes thank you maam’….. what can i do for you? I respond…”Pardon?”   I didn’t catch one word of what he’d just said…. so after several echoed questions and answers.. .we establish that they’ve inactivated my account as the order for the new modem has been processed!! WTH! Why would you bother inactivating it when it still works sporadically (and was just before the order was processed) and I haven’t even received my new modem yet?!! And the first Indian neglected to tell me this anyway……So at this point i start getting shitty… I know i have quite a few assignments coming up and that i’d need the internet for research (even if it is after 8pm or whatever).  I’m like, “Press the reactivate account button please…..”.. Indian dude responds…. “Oh I’m afraid we’re not going to be able to do that.” I’m like, “WHHHHHHHHHHY? You just inactivated it, so reactivate it!” Indian: “Oh sorry ma’am but that is not part of the process..” FFS now I’m really shitted off. I am starting to feel the anger rising…. He tells me that he’s put my name on high priority so my modem should only take 1-2 days now….. So anyway I ask to be put through to activation. I get another indian who again tells me it won’t work unless i have my new modem… so, I tap my fingers on the coffee table in a frustrated manner…. thinking thinking………. OH!! maybe I could tether my iphone to my laptop so I can use the internet…. but I would have to increase my data usage at their expense for the absolutely ridiculous run around. So I get put through to the mobile data usage section and this time i’m talking to an Indian female…… so I explain my WHOLE dramatic situation to her and she tries to pull up my account details. “Ma’am (WTF is with this word – as if being polite to me now even matters), I’m afraid to say I cannot find your account details.” So I go through all the spelling of my name…. spell it out P-H-O-N-E-T-I-C-A-L-L-Y using the NATO Alphabet. “Sorry Ma’am, still nothing. We are unable to access you’re account details.” So at this point, I’m a non-existent user in their system… (which I know I’m not because I’m still getting bills)…. and I am really starting to FUME. I can practically feel the steam coming out of my ears!!! I ask her what sort of ridiculous service is this and are we not a first world country and how I’m so bloody surprised that I can get a FULL SIGNAL on my phone in the middle of the Andaman sea, but oh no, not in my own house in AUSTRALIA!! I slam the phone down and crack a beer cos right now I am hell pissed off and I need to calm down. What a waste of a night.

2 days later…. I managed to get one assignment done (which didn’t require internet). And now I have finally (yes it feels like I have been without my technology fix for 2 whole days), picked up my new modem. They sent me the Bigpond Elite Gateway….. which is hell expensive and I hope I get my non-monies worth. I tried it just a little while ago at TAFE and it appear I have to waste my money ringing their foreign ass’s again just to reactivate the bloody account. So that’ll probably be another hours worth of getting nowhere. Wish me luck!!


3 Comments (+add yours?)

  1. samtasia
    Sep 01, 2011 @ 16:49:39

    I really managed to ramble on here didn’t I!!?


  2. Ben Neill (@bennoelneill)
    Oct 11, 2011 @ 19:36:32

    hehe, and with racist undertones to boot!

    This is why I HATE telstra. Even 3 who also has an indian call centre is FAR better for customer service (with the occasional exception).

    You would think that they would have a service for people with hearing impairments too… they still have .au call centres, they just deal with specific cases.


  3. samtasia
    Oct 12, 2011 @ 18:25:24

    yeah, I’ve managed to get through to Aussies like twice in all the years I have been with TELSTRA, One from Townsville and another from Brissy….. I was like, WOW! Can I have your direct number? LOL!


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