Optus
| Favourite: | 0% say it is one of their favourite businesses. |
| Value: | 0% say they get great value for money here. |
| Service: | 0% say the customer service is something special. |
Reviews
The worst combination of inefficiency and incompetence
The telecommunications sector as a whole is notorious for bad service. The big two in particular. Dealing with the People's Commissariat of Telephony in Soviet Russia was proabably an easier and more pleasurable experience than dealing with Optus.
Anti-consumer practices include: impossible to read terms and conditions, dysfunctional web site, poorly trained staff in overseas call centres who routinely provide contradictory and incorrect information, making promises that are not kept, and false advertising -- i.e "unlimited calls" and "unlimited broadband" -- and many more. if you have any choice in the matter go with Internode or iiNet, communications providers that seem to be committed to decent customer service and employing local staff.
Wow! Impressive.
Hot on the heels of the mind numbingly cruddy Telstra experience comes a shining ray of hope from telco world. Wendy from Optus Faults, you are the icon of good customer service. Not only did you answer my call yesterday inside 1 ring, (yes, 1 ring) you were cheerful, polite, straight to the point.
But wait there's more, you diagnosed and fixed my internet problem within 2 minutes with efficient, pertinent questioning, and then asked if you could call me back tomorrow to see if the problem has reoccurred. 5 minutes ago you did just that, called me, left a message on my voicemail and offered to call back again in a few hours.
I'm so impressed, so simple and easy to execute but that warm fuzzy little ray of hope the telcos may be lifting their game has returned to my heart. Wendy, can I give you a job?
Hopeless
What I have: All you can eat $129 plan
Pros:
- I don't have to worry about how much time I spend on the phone
- It's BYO plan, so there is no requirement to sign a contract
Cons:
- Poor coverage
- Constant call drop outs
- Constant SMS send failure despite FULL coverage (45 this month)
- Snail pace data, seriously, slow...
- $10 extra per month to activate tethering on iPhone despite the plan coming with 4 gig data p/m
- Customer service is almost non-existent. Like all telcos you just get run around unless it's time to pay the bill, then you get someone RIGHT away.
Verdict
Pay the extra $60 and go with Telstra (I can't believe i'm saying that!). I've been with Optus for 15 years and where they used to say "Yes", they now say "No". They've over-subscribed their network and it's now insufficient to provide the service you should expect.
And they only get the 1 star for coverage. They offer crazy plans!
The one star is for coverage.I will not be resigning with Optus, as I am locked into a crazy plan. I was sold a plan with the explaination - $1000 credit, to find out later that $500 was for calls to anyone, and $500 are for Optus to Optus AT THE END OF THE BILLING CYCLE! Once you have used the other credit....how ridiculous!
Sell the pipes to someone else please!
Every single interaction with Optus is painful. Sell the pipes to someone else please!
Added 2010-04-05:
OK - I use Optus because they happened to have the best iPhone plan when I was looking. No other reason.Do I enjoy interacting with them as a company? No. But they let me use my iPhone, so who cares.But I really resent the constant calls from their telemarketers thinking because I have an iPhone account with them that I'd want something else with them.If I was looking for a broadband plan, I'd do my research and work out which provider offers me the best value. I wouldn't buy it because some telesales person calls at 6.30pm offering me a deal.I've told Optus if they call me again, I'm out of here. Why do they degrade their brand so badly by harassing existing customers?
Why did they bother calling me then?
Rang Optus TV today to ask about Foxtel iQ (the new version). Turns out they are not putting on new customers so not upgrading anything. And only yesterday i had a call from the marketing people asking did i want to add additonal services to my Optus account - makes me wonder what the point would be!
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