Following a discussion with TPG about the ability to access the internet through the NBN I was advised by TPG through phone conversation that a technician would visit my premises on Friday 30 October 2020 between 1 and 5 pm for the connection of NBN installation. Then I have again received 3 SMS reminder messages from TPG about this appointment. TPG even sent a thank you message for my reply to confirm the appointment.
All of communications and efforts were absolutely wasted as no technician turned up for appointment. After a long time waiting at home for the technician to turn up I called TPG for a help at 1705 hr. The TPG customer service officer was not helpful at all. It seemed that he did know how to assist his client. I received no explanation regarding the technician no show and I did not receive any follow up.
I have been with TPG for the last 20 years. It is extremely disappointing to see your service standard dropped so much. It looks like clients have to go through long painful procedures to get one simple service. Many duplicated messages, staff who do not understand how to follow up properly, basic customer service such as introducing their name.
I can understand if no technician turned up due to some reason. But TPG has an obligation to clients for a follow up and resolve the problem with timely and efficient service.
Is it too much to expect help from TPG?
