As a loyal TPG customer, I am so disappointed in the way I have been treated. A summary of the traumatic experience I've received these past couple of weeks.
Wednesday 11th November 2020 – 8:00 am: New TPG FTTB connected.
Friday 13th November 2020 – 9:00 am: Connection to 5g WIFI lost. Waited a couple of days to see if I’d reconnect. It did not.
Sunday 15th November 2020 – 1:15 pm: I called TPG to get connection fixed. We went through the whole process of resetting the modem and updating the credentials. It worked for 5 minutes then dropped off. I logged the issue via the TPG app. There was no reply or attempt to contact me.
Sunday 15th November 2020 – 3:31 pm: I call TPG to follow-up on the call they promised. I spoke with a different technician and we ran through the entire process of resetting the modem (again). Like the previous attempt, the connection was lost within 5 minutes. I was told I’d receive a call to follow-up if the connection worked. I never received the call. I tried to contact TPG through the app, but I was ignored.
Monday 16th November 2020 – 11:31 am: I called yet again to get the issue fixed, and spoke to a different technician. We ran through the whole process of restarting my modem (again). 5 minutes later, it dropped off. I was promised a call 5 minutes later. I did not receive the call. I tried to contact via TPG via their app again, but was ignored.
Monday 16th November 2020 – 12:46 pm: With multiple attempts to fix the issue, I made a formal complain to Customer Relations Case Manager in the hope I’d receive some help, especially since this is affecting my work.
Monday 16th November 2020 – 1:01 pm: TPG technician tried calling but technician couldn’t hear me.
Monday 16th November 2020 – 1:02 pm: TPG technician tried calling but technician couldn’t hear me.
Monday 16th November 2020 – 1:05 pm: TPG technician tried calling but technician couldn’t hear me.
Monday 16th November 2020 – 1:06 pm: TPG technician tried calling but technician couldn’t hear me.
Monday 16th November 2020 – 1:06 pm: TPG calling and I was able to hear technician. Since the reset didn't work, I was told I’d be sent a replacement modem. But I had to pay to return the faulty modem and for the courier of the new modem.
Completely unacceptable!
I said I do not feel like I should pay for TPG’s faulty product or the cost to replace the modem, especially given my treatment. I was told I did not have to pay for anything, and I’d expect the new modem in 3 days.
Monday 16th November 2020, 11:17 am: Called for an update on the replacement modem. I was informed that I’d receive it in 3 days.
Monday 16th November 2020 – 9:09 pm: Customer Relations Case Manager replies to my email asking for my customer ID number to access my records. I replied at 10:17 pm.
Wednesday 18th November 2020 – 12:01 pm: Did not hear from Customer Relations Case Manager so I emailed asking for an update. I clearly explained I was waiting on the replacement modem I was promised.
Wednesday 18th November 2020, 7:01 pm: Called for an update on the replacement modem. I was informed I’d receive it in 3 days.
Tuesday 24th November 2020, 11:02 am: Customer Relations Case Manager (user id available on request) finally replies to my email 1 week later saying the modem was sent and provided me with the tracking number. She was referring to the original modem, and ignored the detailed explanation I provided in my email.
Tuesday 24th November 2020, 11:03 am: I called to find out what is going on since the Customer Relations Case Manager clearly did not read my email. I was told there is no record of a new modem being sent. I am in such disbelief! The person I spoke with said I'd receive an update very soon. I am still waiting!
I have tried to be patient and understanding, but it is clear that TPG does not respect their loyal customers. Could someone from TPG who values their customers please help me. I am guessing this request will also be ignored. I am truly hoping this does not need to be escalated to NSW Fair Trading or send the above email to David Teoh and the executive team.
