A Chronicle of Telstra indifferent / appalling service its country customers in Australia!
Unhappy Telstra Customer No2 - Agmates writes:
After moving the Agmates site from a server in the USA to our own dedicated server in Australia we became aware that many people could not access the site either by typing in the address, clicking on the AgNews links or by Google.
After 100’s of emails and calls, we noticed they were all from Telstra Bigpond Satellite or ISDN customers. I then spent 2 full days on the phone none stop to Telstra to sort this.
When we first contacted Telstra they said that it would be fixed shortly. So we waited, then on Monday almost a week later, when contacted again they blamed everything from the new hosting company, to the old hosting company in the USA to faulty modems.
Finally I got a Telstra Tech to tell me that it was because the settings in the Telstra DNS Server had not been changed. Try as we might we could not find anybody to change it.
Finally I was told the only way we’d get it changed was if enough bigpond satellite and ISDN customers complained they would do something, but otherwise nothing could be done.
By this time I was furious.
Totally frustrated I called Telstra’s Corporate office in Sydney and asked to be put through to Media Relations. I got a very helpful guy - Daniel. I told Daniel my woes and that If I did not get the settings changed by tomorrow I would be launching a “Hate Telstra campaign” on Agmates and actively promoting a competitor.
Because we have 1,000’s of users / readers in the bush, they suddenly became very interested & helpful. Daniel left me on hold for half and hour and came back and said that he’d spoke to 7 different departments but could not find the department in charge of the Telstra DNS Server. He told me he’d keep working on it and suggested I call back tomorrow.
Mysteriously about an hour later it was working. Don’t know if the threat of bad publicity to corporate office was the catalyst and don’t care. But it seem’s very coincidental - doesn’t it.
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Tags: Telstra
Last week I waited on hold (1800 772 346) for over 15 minutes to report a phone outage. With Telstra cutting even more staff what does the future hold for people in rural areas.