Tuesday, November 3, 2009

The Resolution of the Optus Saga . . .?

Just to follow up the previous post, at my wit's end, I contacted the TIO (the Telecommunications Industry Ombudsman) by email, describing the situation. They got back to me telling me that I should give Optus 10 days to recify the situation. (In addition to the seven or so months they'd already had.) I was not happy with this because I was about to start working in a new position which necessitated me being at the college until 9.30 on Wednesday nights. I wanted my son to be able to reach me on my mobile phone.

SingTel Optus Pty LimitedImage via Wikipedia

At the same time, I had found the only person who actually does any work in Optus (I mean apart from the labour of apologising, wishing people a nice day, and taking garbled messages). His name is Petrit and he managed, in one hour, to do what a host of people had not managed to do in over seven months. He called me and told me that I would need a new SIM card. He said that it would be faster if he organised a SIM card for me at my closest Optus shop, and took the sim number from the shop assistant, to begin the process of having it turned on before I picked it up.

He looked up the closest shop for me and I was there in an hour to pick up the SIM card which was effective: I was able to make and receive phone calls immediately.
With communications anything is possible! I agree Optus. If your valued clients are willing to hang on for 6 months, it is possible to find someone actually working in communications in Optus.

Thank you Petrit. Big gold star for you! Brickbats for your employer.

However, seems that the saga has still not reached its last page. Yesterday I got a phone call from a man in India. He said he was an Optus employee checking on how I liked the service (Ha!). I told him that getting my mobile service turned on was marginally less painful than pushing my son out of my womb and took nearly as long as the pregnancy. He said that he would ask about that soon but first he needed my date of birth for "security reasons". I said that, as I couldn't check who he was, I felt insecure about giving my date of birth. I asked for his employee number. He didn't hear that. (In fact, I wondered if he could hear very much at all. He was shouting down the phone line so loudly that I had to hold the mobile away from my ear, to avoid injury. )

In spite of the volume of his monologue, I was able to make out perhaps 60% of what he was trying to shout. Virtually incomprehensible to me, despite my skill at comprehending the English of less-than-fluent speakers which has been a large part of my job for the last 30 years.

So he said he could ask me another security question: when was the mobile service established? I told him the date it was turned on and he said that was wrong. His records showed that it had happened earlier. I told him his records were wrong, and that I was beginning to experience a flashback to the earlier trauma caused by my trying to deal with Optus. I begged out of the conversation. And now I contemplate my next round: the calls that I will have to make in a week or two when the first mobile bill comes.

I did, however, get a call from the Optus complaints resolution department in Perth, on the day the mobile was turned on. I told John about my dealings with the company and he asked how he could make it right for me. I said that money was the bottom line and that Optus could compensate me for the disservice it had done me. He offered a credit of the first six months of charges to the that mobile number. I agreed to that. We'll see whether it happens. If not, I'm going straight back to the TIO. It seems to get results.
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1 comment:

  1. Oh goodness qotn, what a mess!
    Here is hoping that this is finally, and I mean finally resolved!