Bye Bye Optus

[gadj1976]

I’m ditching Optus after using them for over 10 years.

The story of me receiving my Samsung Galaxy goes like this (in short)

Early August (a Friday) - Phone Optus, ask for handset upgrade
Advised that there is shortage of stock, stock will be in Tuesday, they can ship it to me to receive by Wed of next week.

Friday of next week – phone optus, no phone arrived. Optus advise that Toll Ipec deliver the product and if they can’t find you, return it. Not only that, but they tried LAST Friday, couldn’t find me, took the product back to Toll Ipec.

Optus say “ring Toll”. I get my docket no and feed it into their website. It says “delivery returned to sender” that morning. I ring Toll. Toll say, nup it’s been returned.

I ring Optus. Optus advise that if it’s been returned, I can’t get MY phone, I just get another one in stock. Of course there are none in stock so I go back to the top of the list for a delivery as soon as possible. I asked if I could get it redelivered. They said “yes” but I’d have to give them the same details for the delivery – and risk it getting sent back again. I said “can they phone me when they get to the door”. Sorry say Optus, the Toll Ipec guys don’t get reimbursed for their phone calls, so they wont ring. Riiiiggghhht. I thank Optus for not really being of any help. The ch1ck says “I’ll notate the system so that it shows it’s been returned”. Cool.

Following day – go to Telechoice and “order” a Samsung Galaxy. “We’ll be in touch” the guy says.
Wait a week, nothing.

Following Saturday – go back to Telechoice. They hadn’t ordered my phone. Order my phone properly. They say it’ll be in later that week.

Later that day – phone call from Telechoice, phone has arrived!

Later that day – go and pick up phone – Optus have me down as having the phone already despite it being returned. They have the serial number and everything stored against my record. Bird from Telechoice rings Optus, explains the situation, including the fact that I have the printed record from Toll Ipec advising that it’s been returned. Optus finally agree that I might not have the phone although they’re taking our word on it - so now I have a $560 cancellation fee that I have to ring up and cancel with Optus.

Ring Optus #1 9/8 – Attempt to cancel $560 cancellation fee. Told by Optus that it hasn’t cycled into my bill yet, will call by the 16th of August at the latest.

Ring Optus #2 25/8 – Advise that I haven’t received a call. Told by Optus that they have asked original operator to call and that it will take three days for the cancellation to go through. Told that I will receive a call by the 27th of August at the latest.

Ring Optus #3 31/8 – Advise that I haven’t received a call. Told by Optus that the cancellation still hasn’t gone through but it’s been scheduled. Told again that I’d receive a call back today “at the latest”. I said to her, that I was annoyed that Optus hadn’t called. She said “people are monitoring it”. I said, “I don’t doubt that people are monitoring it, but if you say you’re going to call, CALL!”
I told this latest person from Optus I was sick of the incompetence and complete lack of customer feel about what happened.

In summary I’m really pi$$ed that their systems are so completely incompetent. Firstly that the notation to say it had been returned didn’t actually DO anything. Secondly, that I have a serial number against my record, despite it being returned (no doubt that will come back and bite me at some point). Thirdly, that I have to ring to get a refund of the cancellation fee. Fourth, that no one rings me!

Problem now, who to go with – I fear they’re all just as bad.

Rant over…..

[A Mum]

I hear your pain gadj.
I am going through the same kind of crap with Telstra/bigpond.

Nearly 12 weeks in - waiting for a new modem - Story way too long to type out.

But long story short-
Sometime this week (when I get a spare couple of hours ) I have to make my 5th phone call to them !!

Each phone call I'm 'assured' that it's going to get done 'this time' - 2 weeks since the last call - still nothing.

[Wedgie]

I've been with just about them all and would normally say comfortably to go for Three but they're in the process of merging with Vodaphone so things could go downhill there too.

[Q.]

Sounds word for word the trouble that I had with optus when I upgraded.

Three months of wrong handsets being sent out, incorrect bill charges and me making phone call after phone call to get it sorted.

I was always told "Yes, your bill is now fixed", only to get the bill a month later and it was still wrong!

**** Optus. I've also been with them for about ten years too and now stuck in new contract. They won't get my business next time.

[gadj1976]

Sounds word for word the trouble that I had with optus when I upgraded.

Three months of wrong handsets being sent out, incorrect bill charges and me making phone call after phone call to get it sorted.

I was always told "Yes, your bill is now fixed", only to get the bill a month later and it was still wrong!

**** Optus. I've also been with them for about ten years too and now stuck in new contract. They won't get my business next time.

Ditto Quichey. I said "despite me being in a contract with you for 24 months, you can rest assured I wont be using your services in future".

I fully expect to see $560 on my bill in a few days time.

[Johno6]

workmate had problems with optus to.

his phone bill was over twice as much as normal he rang up and asked why short version they said he was gettin charged 'x' amount for double data costs etc
hes like wtf is this i never wanted it.
he goes well ok if im gettin charged for double data do i get double data and she says "well no, thats just what we call it"
he also wa gettin charged for using his phone as a modem which he had never done also.

dodge as ppl

[gadj1976]

My wife just called, our bill was $670. Unfortunately my autopay has paid it. Now I have to get it back

[Psyber]

My mobile plan has on average cost me $6.00 a month over 4 years.

[Q.]

My mobile plan has on average cost me $6.00 a month over 4 years.

[lesthemechanic]

My wife just called, our bill was $670. Unfortunately my autopay has paid it. Now I have to get it back

Good luck getting it, I will bet you get a credit on your account ....not a refund.

[gadj1976]

My wife just called, our bill was $670. Unfortunately my autopay has paid it. Now I have to get it back

Good luck getting it, I will bet you get a credit on your account ....not a refund.

Les, I thought the same thing. However, my sister and her hubby work for Optus. I shot them through an email saying "what can I do". They apparently have a Family or Friends Online forum/complaint line. Within an hour of her registering my complaint I had a call back (at least that's something). They offerred to refund the money straight away or credit the account PROVIDING they find the original phone (which was returned from Toll Ipec and started the confusion). I'm still not holding my breath, however the concern now is that 1. I didn't get a call back from the original person today. 2. those people who are outside the Family or Friends complaint line would still be waiting. Crap system IMO.

[Psyber]

My mobile plan has on average cost me $6.00 a month over 4 years.

Nup, my phone is 70mm x 40mm x20mm - a flip type.
But I only make a few calls each mouth and receive a few more - my social life works on an in person basis.
I make arrangements for the "in person" stuff by email, VOIP, or Skype, from home.

PS: My hair is only grey at the temples, and my beard grey only in patches. The rest of it is light brown with ranga highlights - and all naturally so!
[We don't age fast in my family.]