How much poor 'Covid' service will you tolerate?

[albatross710]

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

 

[jb747]

Give TPG the flick and go to AussieBroadband.

 

[drron]

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]

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

 

[bernardblack]

*whispers* Qantas had appalling service before COVID.

 

[Archphoto]

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

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]

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]

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]

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!!!!

 

[Sprucegoose]

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.

We will have an elephant-like memories when this is over and vote with our

 

[blackcat20]

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.

 

[MikeG]

Qantas has as our $6500 in taxes and 850,000 QFF points for cancelled redemption flights for more than 6 weeks now. Thinking of charging them interest...

 

[tomlee1986]

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]

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

 

[muppet]

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]

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]

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]

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]

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]

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