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Terrible Customer Service - Bizphone

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Level 2

We had bizphone provisioned and our 4 numbers ported end of July 2020. The system was functioning perfectly with line hunt on the 4 numbers and the ability to divert our main line using *72 comand from a handset if the office was unattended.

 

9 October we lost all bizphone functionality other than the 4 numbers. We could only take one incoming call at a time as the main number would give a busy signal - no more line hunt. It took until 16 October to get line hunt working again after being told it was never provisioneed on our service.

 

19 October we had lost the abilty to forward all calls from our main published number - Raised a fault ticket 27 October when i returned from leave - it's now been 3 days of meaningless jargon in emails and phone calls having circular conversations with 'level 2' support engineers who simply don't seem to understand the problem and still there's no sign of a solution.

 

My BDM hasn't returned emails or phone messages for 3 days.

 

Who can I contact, in Australia to help me get my phones working as they were prior to 9 October dramas??

 

Thanks

3 REPLIES 3
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Level 2

Hi @Ahra_G 

Can you please give me the appropriate contact in senior management for me to lodge a formal complaint regarding Bizphone fault handling and continued lack of response from my BDM having lodged an email compaint with him on 3 November, left voicemail messages to call me back (no response) and a subsequent email followup on 13 November (still no response).

 

Thanks

 

 

 

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Moderator

Hi @Groundie

 

We're truly sorry to learn that your concern is still not resolve at this time. 

 

I have since chased this with our Business Solutions Team to get in touch with your and advise of the status of the reported issue. 

 

 

We sincerely apologise for the inconvenience. 

 

 

Regards,

Ahra_G

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Level 2

Hi @Ahra_G 

Still no contact regarding my complaint. That's No surprise I guess.

 

I thought someone in management might have been interested in having a conversation in relation to the frustrations I experienced from a customer service perspective. If I'd just wanted to rant I could have gone and sprayed all over twitter and facebook but I thought there might be some genuine interest in process improvement at TPG.