Part 1 - 12:30pm on Wednesday 17th January 2007
While waiting for my eye appointment in Sydney today, I decided to look into buying a Telstra NextG Card for those annoying occasions that I can't get WiFi (Yes, I'm the first to admit that I can't live without my Internet!). After a few minutes of walking around, I stumbled across a Telstra Shop located at 231 Elizabeth St; so I took a deep breath and walked in. As usual, within seconds of stepping into the store I was accosted by a Telstra representative eager to relieve me of my hard earned cash. In this case, the winner was Mr Bailey; the Shop Manger.
To cut a long story short, after quite some time discussing the pro's and con's of the three different NextG cards (albeit via the web because Mr Bailey didn't have a clue), I was ready to commit to a purchase. What followed next can only be described as disgusting and bordering on unconscionable conduct.
Can you believe that Mr Bailey refused to sell me the NextG card unless I signed up on a plan right there and then! Why? Because it was the last card in the shop and he wasn't prepared to sell it to me unless he was going to make commission on the plan. WTF!!!! Who the hell does this guy think he is? What right does he have to refuse the sale of product unless I sign my life away; without being given ANY information on plans or the opportunity to look into the "Got ya by the balls" fine print? So what was my reaction to this bully boy tactic? Stick it where the sun don't shine and goodbye! Mr Bailey's reply was that "it's up to me whether I want to sell the item to you, regardless of whether there are no terms or conditions that stipulate whether you must sign-up upon purchase".
I can't believe this crap. If there is no other reason for someone to kick Telstra's ass for being monopolistic, then surely this is it. As a consumer I shouldn't have to put up with this sort of 'BS", especially from a shop Manager and especially when I'm forking out top dollar for product. Makes you wonder who you can turn to if you're not happy with the service you received when the staff member providing the service is the boss!.
Still fuming, I headed on down to a nice little cafe called "Bondi Junction Cosmopolitan" (as it's across the road from where my eye appointment is) to grab a coffee, a bite to eat and blog :-)
So, where too from here? Well, I'm not sure. I'm pretty pissed off at the moment. Should I take things further and complain to Telstra, the ACCC and the ACMA; should I just blog about it, start a thread on Whirlpool and winge to Not Good Enough; or should I just suck it in and stop complaining because in the end Telstra is the only one that I can sign-up with anyway? I'll think about it over my latte and chicken and mushroom wrap and get back to you.
Part 2 - 14:00 on Wednesday 17th January 2007
Well, I've finished my lunch and have an idea. I'll go to the Telstra shop here in Bondi Junction and ask if I can just buy the card and sign-up later, or if I sign up now is there a cooling off period. Why would I want to do this? To see if my earlier experience was typical practice for Telstra or whether I just happen to get a real prat first time 'round. Then I can decide what I'm going to do about this little problem. So, off I go............
Part 3 - 19:30 on Wednesday 17th January 2007
Ok, I'm now sitting in the Qantas club lounge at Sydney Airport pondering what am I going to do. Today's experience really makes me wonder how on earth things got so bad and what can/should be done about it. But wait; there's more. Let me take you back a few hours; to 14:30 at the Telstra Shop at Bondi Junction.
I made it too the Telstra shop without being mugged or beaten up by disgruntle minorities and was pleasantly surprised by the great service. This time I was served by Natalie who was very helpful and advised that I could just purchase the card now and sign-up later or sign-up now and get a 24hr cooling off period. She did however advise that to sign-up I would need to visit a Telstra dealer and show 100 points of ID which is a pain, but in reality just a minor inconvenience as there's one on every corner (nearly as bad as Macca's) so doesn't really put me out. By this time I had gotten over my previous experience so purchased the card and decided to sign up when I got back to Canberra. So, off I went happy as Larry to my eye appointment with my NextG card in a pretty Telstra bag.
So, I get to my appointment and have about 30mins to wait so decided to open my shrink-wrapped package and read the manual; something I'd never usually do but felt compelled to do today for some reason. I'm so glad I did as there was a problem. The software installation disc was missing. NO!!!!!!!! WHY ME!!!!!!! Aaaaaaaaaarrrrrrrrrrrggggggggg
. What am I going to do now? My appointment is in 30mins so don't have time to go back to the Telstra shop and probably won't get time after my appointment. Luckily for me I was called into my appointment early so wasn't able to dwell on the issue any longer.
Ok, I finished my appointment, I had a headache from all the flashing lights and tests and it was 5:15pm so I had no chance to make it to the Telstra Shop before they closed at 5:30. Anyway, there was no point in getting more upset so I decided to call Natalie to see what could be done. Although I was disappointed to hear that she had left, I was very happy to hear that they were open until 7pm tonight and all I had to do was go back and exchange the packed. Yippee.
Once again I made it to the Telstra shop unscathed and within minutes had made my exchange. After further talks with Rebecca (Sales assistant), I decided to sign-up on the casual pay-as-you-go monthly plan.
Ok, we're back at 19:30 (well, it's actually 20:15) in the Qantas lounge and the saga continues.
I installed the software, plugged the card in and connected to the Telstra NextG network. Wow, it works. No hustles, no pain, all good (CAVIAT: The install was done under Windows XP. I am well aware that there are issues using these cards with Vista but don't plan to tackle them until I get my upgrade CD from Dell). After a quick check of my email, I decided to test the Wireless Hotspot features of the plan. This is where my grief continued.
One of the great features about the plan I signed up on is that it can be used with the NextG network or with Telstra Wireless Hotspots which means I only need to plug in the NextG card if there is no Telstra Wireless Hotspot available. Very convenient. I disconnected from the NextG network, removed the card, switched on my Wireless, connected to the Telstra Wireless Hotspot available in the Qantas lounge and launched IE. As expected, I was redirected to the Telstra login page where I proceeded to type in my NextG mobile number and password. I clicked on the login button and was presented with a message that stated "Telstra Wireless Hotspot service is only available to Telstra post-paid mobile customers". Ah, silly me; must have typed something in wrong; let's try again. WTF, same message Why is life so hard!
Confused I clicked on the link titled "Accessing the service" and saw written in black and white (well, black and blue in Telstra's case):
There are six ways of paying to use the Telstra Wireless Hotspot service. The valid payment methods are via:
- Telstra Post-Paid mobile account
- An Approved Credit card
- Telstra PhoneAway card (Fly Buys customers excluded)
- Telstra Wireless Hotspot Prepaid card / Telstra Wireless Hotspot Day Pass
- Telstra BigPond service (excluding BigPond Pre-Paid Dial-Up accounts) or
- Telstra Mobile Broadband PC Pack account (My Plan).
Further down the page was:
Option F - Bill to your Telstra Mobile Broadband PC Pack Account
All Telstra Mobile Broadband PC Pack subscribers will be able to access the Telstra Wireless Hotspot service and have the charges billed to their Telstra Mobile Broadband PC Pack account. For more information visit http://www.telstra.com.au/mobile/business/products/planspricing.htm
After reading this and the link provided, I was not able to find the answer to my problem so gave up and rang the Telstra support line where I was promptly advised that the account had been setup wrong and it would take 3-4 business days to fix. By this stage I'd had enough and if it wasn't for the fact that Qantas was making the final boarding call for my flight, I probably would have let fly; instead I had to accept his explanation and end the conversation.
Conclusion - 9:15pm on Qantas Jet
I really don't know what to do about these issues. Do I voice my concerns and dissatisfaction with Telstra and other parties, or do I just let it ride and limit it to this blog as I really don't need anymore stress in my life (which is what I'll end up with if I take things further). Perhaps, I'll just wait and see what pans out with the last issue (no Hotspot access) and whether Telstra plans to compensate me for 5 lost days of access. No doubt this will not be the end of my drama's and I'll probably blog some more about the issue; but for now I'm just going to enjoy another glass of wine and my little tub of dip and bread sticks!
Cheers
Jeff
P.S. Oh yeah. The main reason for going to Sydney was to see whether I was a candidate for Intacs surgery on my right eye to fix my Keratoconus. Well, it turns out that I am and should hopefully be having the operation in 3-4 weeks. The day wasn't a total disaster after all :-)