I just spent half an hour on the call centre, talking to a case manager. Not mine, but the message would be the same, I was told. Basically they know nothing, and if could escalate it right up to the CEO they would still know nothing. There is a "systems issue". Total system-wide incompetence, I would say. No guess as to when installation may happen. No corporate knowledge of previous such instances. Total train wreck of a customer experience. Apparently they "don't use email" -- this from an IT company. Smoke signals perhaps? Or are we supposed to judge the state of affairs by the stench? That gets easier daily.
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It's not just WA, I am getting the same treatment from TGP here in Adelaide. Same story -- I had an installation window last Thurs 22/3 which was missed. (tpg.com.au/install is STILL six days later saying my installation is "scheduled" for that date). I received an SMS shortly after the window expired at 6pm saying "We have contacted Telstra for an update on your TPG installation. We will call you on the next business day with more information". Didn't happen. Every time I call 131423 I get told my case manager will call me with an update -- never happens. What do people reckon -- should I cancel my order with TPG (hopefully for a full refund!) and go with some other ISP, or is Telstra stuffing everyone up so it makes no difference? At least Optus or Vodafone might have the decency to keep us informed what's going on!
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