Comments on: An open letter to Optus.

By: Froosh

Froosh — Tue, 14 Oct 2008 09:42:54 +0000

After jumping through hoops, fighting with IVRs and repeatedly re-tracing steps on the labyrinthine Optus Zoo(s), I finally was able to make 2 bookmarks. One for my “Mobile Bill” (for monthly accounts) and one for my “myZOO Member Services” (for Wireless Broadband traffic reports).

If they move them, I’m stuffed. This alone makes me want to simply pay out contracts and go anywhere else. But the ‘competition’ is not much better Telstra? 3? Voda? They all have their own horror stories…

By: judith mcintyre

judith mcintyre — Sun, 21 Sep 2008 00:52:33 +0000

i have been trying to view my bill on line 6 weeks now , spend hours on the phone trying to solve the problem without success! try to send email to optus for explanation, was hopeless ,as optus email address wasnot accepted., im verry upset im a pensioner, and renting .i m seriously thinking defaulting and send the phone back , and even be prepared to go bankrupt on optus yours sincere judith mcintyre….21/09/2008

By: david mckinley

david mckinley — Thu, 18 Sep 2008 06:03:48 +0000

I have been around the optus webpage labyrinth, at speeds of UP TO 5 Kb/s. yes, K.
Have swung from branch to branch on their phone tree, suffering the VERY RUDE assault of their tiny “music” loop, with its sudden leaps in volume, for just under two hours at a stretch, and sometimes to end up talking to someone who clearly feels that I should be a bit brisker with stating my business.
And I’ve got so many different optus pages hopefully seized into my Bookmarks, that, after months of this, I still have to fossick around the site to find my phone bill, or net bill.

By the way, the paper bills: the mobile phone bill they call “Yes Optus” in the form of the identical yellow icon on the desktop for connecting to net,
And they call the internet bill “Mobile Phone Account” .
Of course. If you point this out to them, fear not, they can explain it! It’s because the wireless modem has a SIM card in it. - so there you are.

I ventured to a callcentre that the website was “really crappy”. There was laughter off phone, and then a reply, “No, it is actually a very good website”.
I suspect this opinion is very firmly held by top management.

I haven’t mentioned here other issues of equal and greater absurdity and non-responsiveness, because I can’t be bothered; I can’t bear to write of this anymore. Afraid I will go bald and the rest of my teeth will fall out if I don’t banish it from my mind and lie on the beach.

but can’t close without mentioning that I chanced upon one phone-assistant to whom ( while waiting for pages to change at 5kb/s max on OptusRural while she was to show me the way to pay my bill online) I casually vented a bit of recent Optus tragi-comedy - and she actually grasped the enormity of it, and knowing I was telling the truth, was clearly horrified that Optus could be so incapable of providing assistance to a customer.

and although it became clear that she didnt have the rest of the arvo to wait for me to change pages 4 times, she did promise to do everything she could.
And it became obvious in the next week that she had banged on a few desks.
If it hadn’t been for Caroline, I would have an impression in my mind of Optus being TOTALLY in denial.

Seriously, the idea of opening up optus now to log in to pay my bill for net or phone,or see one or both, immediately puts a state of confusion and doubt into my mind, and it seems impossible. Can I bear to start? How long am I willing to invest? What then?
Ring them??????? aaarrgghh.

As the man said “Actually its a GOOD website”
I’m going to lie down now. itsaGOODwebsiteitsaGOODwebsiteitsaGOODwebsiteitsaGOODwebsiteitsaGoodwebsiteitsa

By: Rob

Rob — Tue, 09 Sep 2008 12:03:39 +0000

the irony… communicating with a communications company = pain

and I feel yours. To make it worse we pay for this privilege.

I have tried to explain, through hours of phone calls (I am too lazy to express myself as well as you do, in writing), that as post paid customer on a cap I want to check how many days I have to spend $X and use Ymb.

All they can tell me is I have used $Z (ex GST and phone and data credits) WTF does that mean… I have $350 call credits and 500mb of data per month so $Z- credits means nothing to me.

good luck!

By: Josh

Josh — Tue, 02 Sep 2008 08:55:55 +0000

Great letter… hope they listen but I doubt it will happen. If Optus are prepared to jump in on the iPhone, the least they can do is provide some sort of data usage meter. Even Optus admit, “the iPhone uses A LOT of data as it’s constantly updating itself”.

By: Nick

Nick — Tue, 19 Aug 2008 09:44:43 +0000

I have had exactly the same problems.

I no longer have any respect for Optus.
Why would they make everything so hard?!

By: Richard

Richard — Fri, 15 Aug 2008 03:42:06 +0000

welcome to the optus family - i have had my iphone for a week.. I too tried going to the Zoo only to get SMS upon SMS with passwords that dont link to my phone number, then finally getting to someone to talk to telling me ai have to goto the main page, sign up, then link my account to my online account. still no usage meter.

hell im with ‘3′ on my normal phone, 3 clicks and im on a WEP page with my current monthly calls, remaining quota and data usage.

screw you optus.

By: James Mandy

James Mandy — Wed, 13 Aug 2008 04:48:12 +0000

stupid optus, same issues for me. meh!

By: craig

craig — Fri, 08 Aug 2008 05:08:46 +0000

all sounds to familier, i posted a similar story yesterday

By: Optus Billshock??? - Page 3 - MacTalk Forums

Optus Billshock??? - Page 3 - MacTalk Forums — Fri, 08 Aug 2008 04:44:48 +0000