Where do I even begin?!
We've been a TPG customer for over 12 years. The service is great if you don't have issues. Once you have issues, you really get to experience the worst problem solving capabilities throughout the customer service/tech support teams. They throw you around, but do not resolve anything, say the words that they understand but they do nothing, "best" out of all, they mark the ticket as "resolved" when the issue is still there.
Currently the issue is resolved, thanks to my self, that I did my own thinking. For lots of people who rely on the provider to fix issues, probably this will never happen in my very circumstance. Posting here, is because I am finding so difficult to file a complaint with TPG. I hope someone from TPG can read it, hope other customers who spend the time and patience to read through this long story will benefit from my experience.
So here goes my rants, and story. I will use dot points for clear understanding for this messy situations. - again, warning, very long read.
My key frustrations:
All in all, tech support can be good, only if you know what's wrong. We, as consumers, should really be responsible for finding out what went wrong? If so, shouldn't we only be paying half to what we are paying now? As we literally are assumed with their half of job duties.
Thanks for reading this long story. To TPG, I hope your complaint team can treat this as a proper complaint. I do acknowledge, I have not been polite and calm in a few of these conversations, but this is understandable if you've been treated like this. Posting here, again because there is no way I can get through to complaint via your customer service.
Thank you for raising this matter to us and we apologise for the poor experience.
We welcome all feedback as hearing from our customers is the best way we can improve our business.
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