Optus/Qantas points scheme failure
Although the number of points on offer is insufficient for me to change carrier, as I was already with Optus I thought a few extra points would be nice. I spent way mofre time trying to get these points tha n they werre worth - but it became a challenge against incompetence.
Optus pre-announced and allowed a pre-registration for existing customers some time in June. When the scheme was formally opened on September 1[SUP]st[/SUP], I was notified and registered that day.
After my billing cycle on 21 Sept no points arrived as promised. Nor did they arrive after 21 October.
Complaints via email to Optus went unanswered. Emails deleted unread. Many lengthy phone calls to customer service and I am told repeatedly to call QFF.
QFF doesn’t take calls, but the emailed advice was to “call Optus”
At this stage Tenacity took over from common sense and I ended up spending hours making perhaps 20 calls, and even more emails.
Eventually I get credited with Sept and Oct points on the same day in Mid November. A week later I receive an email from Adam in SMB Melbourne who says the system is all fixed – and points will arrive automatically.
Nov 21 – no points arrive. Again I am told to wait 30 days as if 30 days is a fixed time delay and not a maximum allowance. And again I am told to phone QFF. (Who only refer me back to Optus?)
Optus has developed a part of their web site where I can see QFF points credited. Even within the Optus site, points are not showing up by 22 Dec. (21 Nov+30 days).
More calls later – and I am starting to talk with a Filipino accent by now.
Then finally I receive and unsigned email from an Optus employee who can’t even spell Qantas (sic)
From: <noreply at optus com au
Date: Fri, 23 Dec 2011 16:18:44
To: <x
Subject: Regarding Quantas Point
Hi Gary,
This is a follow up email regarding the Nov QFF points.
Due to techincal problem, all the payments made from Nov 1st to Dec 5th 2011 has not been processed in the Optus Rewards system and it will be delayed until mid-January.
We apologize for the inconvenience this has caused to you.
Any payments made post December 5th will be processed as per normal.
Regards,
Optus SMB Customer Care.
Has anyone else had such difficulties? I mean for 3 months?
Clearly it’s a disaster for Optus. Any scheme that is intended to gain loyalty and fails so dramatically has the opposite effect on loyalty.
Further – Optus has done a lousy job of training their call centre staff. E.g. calling QFF is [poor advice: they even hand out the 13 phone number – which has a recorded message stating refer points issues to the web site. No One in customer service has any idea who ore how to fix QFF points issues.
I assume that most have given up - the sensible FF would have!
Gary
PS i only got action after referral to the TIO on 22 dec
Although the number of points on offer is insufficient for me to change carrier, as I was already with Optus I thought a few extra points would be nice. I spent way mofre time trying to get these points tha n they werre worth - but it became a challenge against incompetence.
Optus pre-announced and allowed a pre-registration for existing customers some time in June. When the scheme was formally opened on September 1[SUP]st[/SUP], I was notified and registered that day.
After my billing cycle on 21 Sept no points arrived as promised. Nor did they arrive after 21 October.
Complaints via email to Optus went unanswered. Emails deleted unread. Many lengthy phone calls to customer service and I am told repeatedly to call QFF.
QFF doesn’t take calls, but the emailed advice was to “call Optus”
At this stage Tenacity took over from common sense and I ended up spending hours making perhaps 20 calls, and even more emails.
Eventually I get credited with Sept and Oct points on the same day in Mid November. A week later I receive an email from Adam in SMB Melbourne who says the system is all fixed – and points will arrive automatically.
Nov 21 – no points arrive. Again I am told to wait 30 days as if 30 days is a fixed time delay and not a maximum allowance. And again I am told to phone QFF. (Who only refer me back to Optus?)
Optus has developed a part of their web site where I can see QFF points credited. Even within the Optus site, points are not showing up by 22 Dec. (21 Nov+30 days).
More calls later – and I am starting to talk with a Filipino accent by now.
Then finally I receive and unsigned email from an Optus employee who can’t even spell Qantas (sic)
From: <noreply at optus com au
Date: Fri, 23 Dec 2011 16:18:44
To: <x
Subject: Regarding Quantas Point
Hi Gary,
This is a follow up email regarding the Nov QFF points.
Due to techincal problem, all the payments made from Nov 1st to Dec 5th 2011 has not been processed in the Optus Rewards system and it will be delayed until mid-January.
We apologize for the inconvenience this has caused to you.
Any payments made post December 5th will be processed as per normal.
Regards,
Optus SMB Customer Care.
Has anyone else had such difficulties? I mean for 3 months?
Clearly it’s a disaster for Optus. Any scheme that is intended to gain loyalty and fails so dramatically has the opposite effect on loyalty.
Further – Optus has done a lousy job of training their call centre staff. E.g. calling QFF is [poor advice: they even hand out the 13 phone number – which has a recorded message stating refer points issues to the web site. No One in customer service has any idea who ore how to fix QFF points issues.
I assume that most have given up - the sensible FF would have!
Gary
PS i only got action after referral to the TIO on 22 dec