- August 2, 2013
- Posted by: Raz Chorev
- Categories: Customer Service, Twitter
Following my last rant, I thought I’d end the week on a positive note. In the past few weeks we had intermittent quality and speed of internet at home, which drove me (and everyone around me) really mad. I’m paying for a large download, the fastest internet available in my area, and getting very poor results. I used a SpeedTest app on the phone to capture how really poor the service is, and since I know calling my service provider will result in further frustration, being put on hold for hours, then transferred to the right person, which may or may not be the right person, and so on…
Instead, I took a screenshot of the the SpeedTest result, and tweeted it, mentioning the service provider:
@telstra is that what I’m paying you for? #home #cable pic.twitter.com/x6Iyvh6Rlv
— Raz Chorev (@RazChorev) August 1, 2013
It took 23 minutes, for a lovely girl (Brodie) to get back to me, agreeing with my complaint, and offering to help.
@RazChorev That is very slow for cable 🙁 Has this been investigated for you? Is it possible that the service has been shaped? – Brodie
— Telstra (@Telstra) August 1, 2013
I replied, Brodie redirected me to an online form, to fill in a few details for her to investigate (not so easy to deliver that information in 140 characters, with Twitter’s limits). A few minutes later she called, confirmed the fault, and made a time for a technician to come to my home to solve the issue.
The whole experience (of solving the problem) was quick, easy, and without any frustration on my part.
I’d never thought I’d say that – but WELL DONE TELSTRA!
————————————– ** UPDATE ** ———————————————-
21st August 2013:
Brodie has sent technician after technician, following up after every visit, by phone, making me feel I’m the only customer she had to deal with, with all the patience in the world!
Since the technicians couldn’t solve the problem, Brodie sent me a new modem to try. No *if’s* or *but’s* – 3 business days delivery, and I’m now enjoying 30(!)Mbps+ speeds, like I was meant to..
Once again – Well Done Telstra Customer Service!!
————————————– ** UPDATE ** ———————————————-