I have been of line because I have had no internet connection. First my phone went dead, and then my internet.
I like rewarding customer service and have the power to do so via this blog.
I know a lot about technology, but am hopeless on mechanical details. I rang Optus customer service and got Vanessa. She talked me through the problem and then said that she could get the technicians to check the line, but if the problem lay in my equipment there would be a $150 service charge. We talked about the issue and agreed the following:
- I would buy or borrow a new handset to check the connection.
- She would divert my home fixed line to my mobile and arrange for me to get a credit on the mobile to cover costs. That came through the next day.
- I would buy a Telstra prepaid USB Wi-Fi, and Optus would credit the costs to my account. Why Telstra? Vanessa checked, and i live in an Optus wireless blackspot. Telstra customer service, by the way, were very good in helping me connect the device. Optus would reimburse me for the costs.
- She would ring me back to review the situation when I had done these things.
Tonight I rang the Optus call number to report progress. Vanessa wasn't there, but as it turned out a friend answered the call. I reported that the new phone hadn't worked and that my internet had finally collapsed. I had also changed some of the connecting cables to check that. She checked technical support and found out that there was, in fact, now a broader outage problem in my immediate area that might be fixed tomorrow but might in fact take to Friday.
She took the receipt number for my purchase of the new Telstra USB Wi Fi and the price and said that she would arrange the credit to my bill. She said that she would let Vanessa know what had happened and pass on my thanks. They would SMS me when the broader problem was fixed, and I would ring back Friday if I still had problems.
I know that it is annoying when things go wrong. Certainly I was annoyed. But isn't it nice when you get someone who who can offer practical help? Neither Vanessa nor her friend had and idea that i could or would take their help to the world.