How much poor 'Covid' service will you tolerate? | Australian Frequent Flyer
Australian Frequent Flyer

Welcome to Australia's leading independent Frequent Flyer and Travel Resource since 1998!
Our site contains tons of information that will improve your travel experience.

Joining AFF is fast, simple & absolutely free - register now and take immediate advantage of these great BENEFITS.

Once registered, this box will disappear. And you will see fewer advertisements :)

Login Now to remove this and all advertisements (GOLD and SILVER members)
Not a member? Register Now for free

How much poor 'Covid' service will you tolerate?

albatross710

Established Member
Joined
May 15, 2004
Messages
3,267
It's been two months now since the Covid tsunami hit the world. Yes we were prepared to cop a fair bit of disruption for every business but I think there are some companies that are now taking a lend of our good will.

Qantas - I'm waiting 6 weeks for a refund which is 'coming'. They shutdown SMS chat.

Telstra - have been trying to unlock a prepaid data service for two months. yes two months and it bobs between the store, the online, the app, a 7-10 day promise, another 10-14 day promise etc. Gave up as NBN (after ten yeas) got to my street.

TPG - closed its phone lines and regular email addresses. Online chat only available via their site. often when i log a chat it just replies "everyone is busy" and reloads the page for me to resubmit at a later stage. Billing issue bouncing around for three weeks now.

Qantas I can understand but Telstra & TPG would have had an uptick in business. It's 8 weeks and they still want to have their business relying on Philippines labour? They are going to have to bring that support onshore.

Am i being unreasonable?
Alby
 

drron

Enthusiast
Joined
Jul 4, 2002
Messages
24,080
Well I am seeing who gives bad service,no or too little refunds and blame it all on Covid.
These are the places I will not be using in the future.
 

p--and--t

Established Member
Joined
Sep 28, 2008
Messages
2,518
Qantas
Bronze
Virgin
Red
I'm on day 12 waiting for a small Express-Post parcel to be delivered from a suburb 15mins away by Australia Post.

They still can't tell me where it is nor when it will be delivered. Could have crawled there & back on my knees by now :mad:
 

Archphoto

Established Member
Joined
Mar 8, 2009
Messages
1,395
Flights
My Map
I'm on day 12 waiting for a small Express-Post parcel to be delivered from a suburb 15mins away by Australia Post.

They still can't tell me where it is nor when it will be delivered. Could have crawled there & back on my knees by now :mad:
Feel your pain - took 3 weeks here in ADL for a parcel to go 12km; arrived Monday this week, well after I lodged a claim for its value. They didn't bat an eyelid - asked a few details and the refund was in the account as promised (3 days).
 

Anna

Established Member
Joined
Jan 17, 2005
Messages
2,420
Telstra - have been trying to unlock a prepaid data service for two months. yes two months and it bobs between the store, the online, the app, a 7-10 day promise, another 10-14 day promise etc. Gave up as NBN (after ten yeas) got to my street.
I have had a simmering dispute with Telstra since May 2019 about prepaid data (would you believe neither Telstra nor Optus can provide 4G prepaid mobile broadband data 2 km from Adelaide's CBD? It's true, I have it in writing from both of them).

Anyway, today Telstra finally threw me 48GB of data to use in 2 years. It will be 3G but I don't care. Seeing I use about 8GB per year I am very happy with that result. So don't give up, no matter how many morons and idiots you have to deal with in the call centre. (Eg - after happily using prepaid data since 2015 - being told 'it is the shape of your house that is preventing good 4G reception').
 

Timtammi

Active Member
Joined
Jan 5, 2007
Messages
787
Flights
My Map
Totally agree that some companies are in the weeds with their service levels. Whether its just an excuse, not enough staff to cover an uptick in enquiries or because they have staff all doing WFH and their systems are breaking down - its hard to tell.
I only know for sure what it is going on in our business. Our service levels have NOT dropped but there are some things outside of our control that have meant that it might seem that way to some customers. Stock outs caused by supply chain disruptions and long delivery times once we ship things out caused by all the couriers being terribly behind the 8 ball at the moment. We are just making sure we do our bit by turning orders around as fast as we can (same day usually(, answering the phone and emails promptly and if there are delays beyond our control letting our customers know. Nothing makes me more angry than companies you cant get a response from, dont answer phones/emails etc. All people want is honest answers! If you give them that most are understanding I find.
As for the weeks and weeks to get refunds, dont get me started. IF we have to refund a customer it may take a 1-2 days. No way we could get away with stringing it out for weeks and weeks!!
 

p--and--t

Established Member
Joined
Sep 28, 2008
Messages
2,518
Qantas
Bronze
Virgin
Red
I don't understand it.

We have 5700+ taxis in Melbourne and until this week (supermarkets are now using some of them now for deliveries) most of them are sitting in someone's driveway gathering dust and the drivers with no income while Aussie post is several weeks behind in its deliveries.

My small priority paid parcel ordered 2 weeks ago from 15 mins away by car is still some where with AP

Someone can't think outside the square!!!!
 

blackcat20

Enthusiast
Joined
Jan 7, 2011
Messages
11,642
Flights
My Map
I don't understand it.

We have 5700+ taxis in Melbourne and until this week (supermarkets are now using some of them now for deliveries) most of them are sitting in someone's driveway gathering dust and the drivers with no income while Aussie post is several weeks behind in its deliveries.

My small priority paid parcel ordered 2 weeks ago from 15 mins away by car is still some where with AP

Someone can't think outside the square!!!!
Clearly some are thinking outside the square; we have a second parcel delivery guy at the moment driving an Avis van.

Aus Post are handling Christmas-sized demand for weeks on end, theyre working 24/7 and have opened numerous new distribution centres to handle to the load. They're not my favourite company but they are trying.
 

tomcut2000

Active Member
Joined
Feb 27, 2014
Messages
756
I feel sad for those that are suffering poor service at the moment because of COVID 19, but luckily I haven't had this poor service at all
 

mrsterryn

Established Member
Joined
Mar 29, 2015
Messages
1,579
I actually feel sorry for the poor staff that have to cope with the abuse when they are, for example , the fifth staff member the customer has contacted and so they have to wear the abuse.
I have noticed on the Aussie post site it spells out aggressive and abusive behaviour won't be tolerated
 
Last edited:

muppet

Established Member
Joined
Jun 19, 2010
Messages
1,015
Qantas
Platinum
I don't understand it.

We have 5700+ taxis in Melbourne and until this week (supermarkets are now using some of them now for deliveries) most of them are sitting in someone's driveway gathering dust and the drivers with no income while Aussie post is several weeks behind in its deliveries.

My small priority paid parcel ordered 2 weeks ago from 15 mins away by car is still some where with AP

Someone can't think outside the square!!!!
I like your thinking.

I‘m no expert but I think a lot of AusPost’s network is outsourced or in some way tendered that would likely guarantee the contractor exclusive access to that route.

Likewise for the in house deliveries, i bet there is some EBA restriction on using outside labour.

I don’t really know, just flagging the issues that may prevent innovative thinking.
 

MikeG

Member
Joined
Mar 20, 2005
Messages
389
Qantas
Bronze
Virgin
Silver
Flights
My Map
With a move to optus I'm told that porting my number from another optus reseller isn't possible due to call centre unavailability, so I need to port to Telstra or Vodafone first. WTF??? As a business customer, why is there no Australian technical capability?
 

Mattg

Senior Member
Joined
Aug 21, 2011
Messages
9,298
Flights
My Map
Well I have generally been patient with airlines (and businesses in general) during this time, but I've just requested my first ever credit card chargeback. I requested a refund from Lufthansa 2 months ago for a flight that they cancelled (I was supposed to fly back in March) and so far have heard nothing at all. They won't reply to messages. Not sure what else I can really do.
 

blackcat20

Enthusiast
Joined
Jan 7, 2011
Messages
11,642
Flights
My Map
With a move to optus I'm told that porting my number from another optus reseller isn't possible due to call centre unavailability, so I need to port to Telstra or Vodafone first. WTF??? As a business customer, why is there no Australian technical capability?
I tried to get the CC number linked to a FedEx account updated, they told me they couldnt help me due to working at home. Waited a couple of weeks and they were happy to fix it over the phone 🤦‍♀️
 

RooFlyer

Enthusiast
Joined
Nov 12, 2012
Messages
16,730
Qantas
Platinum
Flights
My Map
Aus Post are handling Christmas-sized demand for weeks on end, theyre working 24/7 and have opened numerous new distribution centres to handle to the load. They're not my favourite company but they are trying.
I just posted elsewhere that an on-line Nespresso order, made noon last Friday (presumably dispatched from Sydney or Melbourne), was in my rural Tas PO Box before noon today (Monday)! Express post, no extra charge from Nespresso.
 

jakeseven7

Established Member
Joined
Sep 9, 2005
Messages
2,341
I actually feel sorry for the poor staff that have to cope with the abuse when they are, for example , the fifth staff member the customer has contacted and so they have to wear the abuse.
I have noticed on the Aussie post site it spells out aggressive and abusive behaviour won't be tolerated
I have been doing a lot of express posting, and all have been arriving withing service delivery promises which is great, well done Aussie Post
 

Community Statistics

Threads
85,961
Messages
2,052,998
Members
53,286
Latest member
jmor
Top