Taking the communication out of telcos

A slight diversion. Many of us have telco issues, particularly in regional areas. We kinda live with it because there is little to be done other than to rant and rave. They own the market. They dictate terms. 

And those terms are designed to minimise contact with their customers, and to make actual complaints borderline impossible. 

With Telco 1, I wished to end my contract. Multiple issues. No clarity. Continual connection issues and the “help” avenues were anything but. 

I changed to Telco 2, who this morning inferred that I was fibbing about the outage I was experiencing, needed to switch it off and on again, and that there was no outage because no one else had reported one yet.

I tried social media as I couldn’t find another channel to actually just NOTIFY the supplier that there was an issue they might like to address. I was told there were no outages, before acknowledging that outages only show up if a significant volume of calls/alerts are received. That wasn’t helpful. They told me to call the nbn. Because not ENOUGH people had reported an outage. 

Which is possibly because there is no avenue other than physically calling the nbn people (not the supplier – they bill me but are a different office and they can’t refer calls or issues or anything). I was cut off multiple times as wait times turned – in theory – to connections. I tried the website. The live chat option. Which also cut me off but I persisted. They again inferred I was fibbing or just stupid enough to be wrong. 

So that was fun. After banging my head against these particular brick walls trying to do the right thing and let my supplier know there was an issue, I cracked it. A teensy bit. 

I did kinda insist that I wasn’t incompetent and had a general dislike of being treated as such. Via the live chat facility. Which does not resolve properly for mobiles, leading to typos and a conversation that was slightly nuts. 

He apologised. I asked how to report an issue. He said he couldn’t. I got cranky. He told me to make calls to get it resolved because the nbn live chat (no link to that anywhere on the telco site) was busy? Or not working? Or something? But go on. Try it now anyway. 

Was disconnected when I gave up and called again. 

Dear telcos: make it EASY for us to report a fault. Have a clear form on your site. Then we are done. We’ve informed you. You know there is an issue and can deploy techs/engineers/fix-it-types straight away. Simple. 

Otherwise we get cranky at your inability to know about issues, let alone to address them. 

So far today I’ve been told that I’m wrong (or fibbing) multiple times. That I need to “cycle” the nbn unit countless times. I’ve been apologised to multiple times by people who couldn’t know what it was for which they proffered apology, and to zero result. 

Let us register a fault. Enter an email address for updates. And go on our way. Fobbing us off and telling us that as customers we have to either live chat with someone who cannot possibly help; or check earlier fora because I’m sure that will help with my current clear outage; or my personal favourite: send a letter by post – NONE OF THESE are an effective use of anyone’s time. And it makes us angry. Frustrated. And looking for options. We might request recompense. We might tie up employee time dealing with our frustrations. We might just get snarky on social media. 

This is simply avoided. Accept that you have some responsibility for the service you purport to provide. Allow us to simply register faults (with some way of determining the veracity of such). Don’t treat us like braindead hedgehogs. And work to fix the issue.

This would actually save time on SO MANY LEVELS. And time is money. So you are welcome, telcos. I’ve just fixed stuff for you. 

Where do I send the bill?

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