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----- Original Message -----
From: g87
Cc: tio ombudsman
Sent: Monday, May 07, 2012 10:00 AM
Subject: Re: Home Phone, TV and Internet - Feedback, Compliments or Complaints [Incident: 120502-000156]
'Chris',
Manager Email Servicing Team
Optus
| Subject | |
| Home Phone, TV and Internet - Feedback, Compliments or Complaints |
Dear Chris,
I refer to your email below #1 and voicemail message left on my phone. Both generated Saturday morning - a day I could not respond.
It is excellent that you saw fit to respond on a Saturday morning - a day for family matters surely.
It is of some further satisfaction for me that:
- I seem to have an email address to respond to: and the logical corollary of that is that the same person who views my initiating email, responds to it and thus obviously in turn has an opportunity to resolve it.
- THIS WAS MERELY ONE OF MY MAJOR COMPLAINTS - as a reading of the email that forced Optus to panic and respond to the only actual / real / viable 'email address email' that I had available to me. This was the email address of your Elsternwick shop. Elternwick manager had the nous to realize that the game of internicine madness was at an end: the Ombudsman was reading it all! As indeed he is reading this email. Who knows - this email address that this email is primarily going to - Lat Enquiries - may be a phantom - it may 'bounce.'
- Indeed I am sending this email cc to them [Elsternwick] as well as appending a cut and paste of my initiating declaration of war.[#3] I want those who are reading this to be aware that you were responding to this eupemistic war - see #3: a situation of Optus' making.
- I do not seek to mock Optus. I only wish to teach management a lesson - whereby they may not contemplate treating customers with such contempt in future and change predures for handling complaints. Who knows - you may have another customer like me who will even make it more painful.
- Who knows - the Ombudsman may publish these matters!
- I also wish to caution you that these papers are being prepared so didactically because I fear I will have to take matters to court. Note please that I do not wish to waste too much time in instructing counsel - I presume that this document may - repeat may be the mainstay of said legal action.
- Of course there are matters to be disclosed when the Ombudsman asks for all matters material.
- It is hoped that his enquiries will simply be adequate.
- Or - as per your comments - YOU fix things.
- Kindly note that you have already paid me some compensation - whereby one of your more pragmatic managers credited my TV account when I made it clear that I refused to pay the amount demanded - even after my pay TV was disconnected for a few hours.
I do wish to discuss matters.
Maybe it will be fruitful.
But you are respectfully requested that you have received this email - then we can talk.
By the way - item #2 was going to be another waste of time - you failed to respond within the tjme frame - yet again. Thus I took action!
As everything I do - it was carefully considered. Again - Optus failed - for the umteenth time - to respond.
We will be going overseas within 10 days.
If this matter is not resolved between us by then the Ombudsman will be requisted to formally become involved.
I further confirm that a member of the media is reading these - he may consider whether it is of interst to him. I do not particularly care: this media person may have to cease his 'interest' if I take the threatened legal action.
I surely do not think it will come to that. Surely.....
Errors and Omissions Excepted: I do not thik there are any?
Yours Sincerely,
Geoff Seidner
Geoff Seidner
13 Alston Grove
East St Kilda 3183
03 9525 9299
13 Alston Grove
East St Kilda 3183
03 9525 9299
#1----- Original Message -----From: LAT EnquiriesSent: Saturday, May 05, 2012 10:52 AMSubject: Home Phone, TV and Internet - Feedback, Compliments or Complaints [Incident: 120502-000156]
Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response.
If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days.
Thank you for allowing us to be of service to you.
Subject Home Phone, TV and Internet - Feedback, Compliments or Complaints Discussion Thread Response Via Email (Chris) 05/05/2012 10.52 AM Hi Geoff,
Thanks for the email, I am sincerely apologetic for your ongoing concerns.
I am one of the managers in our email servicing team and thought it would be best to discuss this with you in more detail.
If you can call me directly on 039033 7110 when you are available and we can discuss resolving your complaint.
Thanks
ChrisAuto-Response 02/05/2012 12.35 PM Thank you for contacting us.
We aim to get back to you with an answer within 2 working days. Until then, please have a quick look through the suggestions in the Auto-Response section below – you may find your answer right away.
Kind Regards,
Optus Customer Service
This is an automatically generated E-mail.
Manage your account on the go with ‘My Optus’ App. Download 4free @ www.optus.com.au/myoptusappCustomer By Email (Geoff Seidner) 02/05/2012 12.35 PM Current Optus Customer: Yes
Name: Geoff
Family Name: Seidner
State: VIC
Email Response: Yes
Email: g87@optusnet.com.au
Contact Number: 0395259299
Email relates to: Complaint
And specifically to: Other
Account No:
Service No: 0395259299
Billing Address: 13 Alston Gr
Suburb: East St Kilda
Postcode: 3183
Additional contact number: 0395259290
DOB: 17/11/1947
Driver's licence:
Pension card:
OptusNet Username:
Comments: I have had enough of OPTUS: I WILL BE CLOSING ALL MY ACCOUNTS ASAP TIO COMPLAINT!! AND PROCEDURAL CLARIFICATIONS!! I NEED COPY OF THIS EMAIL!!NOTE THAT YOU REFUSE - EVEN MINUTES AGO - TO GIVE ME AN EMAIL ADDRESS TO COMPLAIN !!!
I AM GETTTING AGRIER AND ANGRIER!!
----- Original Message -----
From: <noreply@optus.com.au>
To: <g87@optusnet.com.au>
Sent: Wednesday, May 02, 2012 10:57 AM
Subject: Confirmation
> Hi, This is to confirm about our conversation, your service will not be disconnected since you are porting the service to telstra once service has been transferred you need to call us back to cancel the internet.Your DTV service will not be disconnected as I have advised there is an ETF of $199 pro rata and you refuse to pay the ETF. This email has been made through your request. Thanks
>
>
>
>Question Reference #120502-000156
Date Created: 02/05/2012 12.35 PM Last Updated: 05/05/2012 10.52 AM Status: Close New ISL
IMPORTANT NOTICE:
This email may contain confidential information. It should only be read by the persons it is addressed to. If you are not the intended recipient or responsible for delivering it to the intended recipient, any usage, copying or distribution of this message, including attachments, is strictly prohibited; please immediately notify us by return e-mail, and delete this message, including attachments, from your computer.
The contents of all emails sent to, and received from Optus may be scanned, stored, or disclosed to others by Optus, at Optus' discretion. While all reasonable care has been taken in providing the information contained in this message, it does not constitute a complete assessment of your telecommunications and communications needs. You acknowledge that we have relied upon the information provided by you therefore Optus does not warrant that the information is error or omission free as we may not be aware of all relevant facts concerning your business.
[---001:003003:31988---]
2----- Original Message -----
From: LAT EnquiriesSent: Wednesday, May 02, 2012 12:35 PMSubject: Home Phone, TV and Internet - Feedback, Compliments or Complaints [Incident:120502-000156]
Response Thank you for contacting us.
We aim to get back to you with an answer within 2 working days. Until then, please have a quick look through the suggestions in the Auto-Response section below – you may find your answer right away.
Kind Regards,
Optus Customer Service
This is an automatically generated E-mail.
Manage your account on the go with ‘My Optus’ App. Download 4free @ www.optus.com.au/myoptusappDiscussion Thread Customer By Email (Geoff Seidner) 02/05/2012 12.35 PM Current Optus Customer: Yes
Name: Geoff
Family Name: Seidner
State: VIC
Email Response: Yes
Email: g87@optusnet.com.au
Contact Number: 0395259299
Email relates to: Complaint
And specifically to: Other
Account No:
Service No: 0395259299
Billing Address: 13 Alston Gr
Suburb: East St Kilda
Postcode: 3183
Additional contact number: 0395259290
DOB: 17/11/1947
Driver's licence:
Pension card:
OptusNet Username:
Comments: I have had enough of OPTUS: I WILL BE CLOSING ALL MY ACCOUNTS ASAP TIO COMPLAINT!! AND PROCEDURAL CLARIFICATIONS!! I NEED COPY OF THIS EMAIL!!NOTE THAT YOU REFUSE - EVEN MINUTES AGO - TO GIVE ME AN EMAIL ADDRESS TO COMPLAIN !!!
I AM GETTTING AGRIER AND ANGRIER!!
----- Original Message -----
From: <noreply@optus.com.au>
To: <g87@optusnet.com.au>
Sent: Wednesday, May 02, 2012 10:57 AM
Subject: Confirmation
> Hi, This is to confirm about our conversation, your service will not be disconnected since you are porting the service to telstra once service has been transferred you need to call us back to cancel the internet.Your DTV service will not be disconnected as I have advised there is an ETF of $199 pro rata and you refuse to pay the ETF. This email has been made through your request. Thanks
>
>
>
>Question Reference #120502-000156
Date Created: 02/05/2012 12.35 PM Last Updated: 02/05/2012 12.35 PM Status: New
IMPORTANT NOTICE:
This email may contain confidential information. It should only be read by the persons it is addressed to. If you are not the intended recipient or responsible for delivering it to the intended recipient, any usage, copying or distribution of this message, including attachments, is strictly prohibited; please immediately notify us by return e-mail, and delete this message, including attachments, from your computer.
The contents of all emails sent to, and received from Optus may be scanned, stored, or disclosed to others by Optus, at Optus' discretion. While all reasonable care has been taken in providing the information contained in this message, it does not constitute a complete assessment of your telecommunications and communications needs. You acknowledge that we have relied upon the information provided by you therefore Optus does not warrant that the information is error or omission free as we may not be aware of all relevant facts concerning your business.
#3
----- Original Message -----
From: g87Cc: tio ombudsmanSent: Friday, May 04, 2012 10:41 AMSubject: F Home Phone, TV and Internet - Feedback, Compliments or Complaints [Incident:120502-000156]
Dear TIO
I send you this document below.
Thanking you,Geoff SeidnerOh - by the way - Optus have at least 4 discrete official complaint numbers designated: some allegedly 'escallated complaint numbers'I would like to be formally assured that these incompetents will NOT comprimise my accounts - allowing me to make an orderly transition.I have no intention of staying with them!gs
To Management @ Optus.Please note that the below indicates that you would get back to me: you have not: you 'never' do - virtually no exceptions.Your files are replete with examples of this over the past 2 months and more.Your staff indicate that compensation would be paid to me for the astonishing incompetence demonstrated; your records of various conversations - sometimes 9 per one day - all prove indubitably.I reckon there have been more than a hundred conversations since mid March!Unless you wipe your records - which would be illegal and the antithesis of acceptable behaviour - you will find astonishing patience from this writer - just about all the time.BUT NOT THE LAST FEW DAYS!! SEE THE END OF THIS EPISTLE!!Note that whatever the subject - whoever it is - no matter how you drive the caller up the proverbial wall - when the line sometimes drops out - or it needs someone to actually DO something of material import - it is not done.So the hapless caller / complainant is reduced to starting again with a new person - to wrestle with the idea that one's hands are already sore from holding the phone!Then it is Groundhog Day ad nausium. Ad infinitum Ad continuum.And when I plead with the Optus person to at least give me a contact number - or the phone of management - or an email address - it is REFUSED!!This is all inimical to modern business practice, unfriendly to the customer you so manifestly treat with contempt - and costs you 'big - time' as your people are laboured with an intrinsically stupid, costly system.A major point for the Communication Ombudsman to tell you - and a media person who will be surely also looking at it - is to contemplate why you keep this asinine abysmal system that MUST INTRINSICALLY, REGULARLY LEAD TO DISASTER!Further: it takes me a lot of time to find the on - line complaint website: did you guys ever contemplate this?This morning I HAVE GIVEN UP! [The below is an automatic response. Note that the progenitor of same I somehow managed to lodge on line!!I am sending this to the helpful people at your Elsternwick shop: who have at an earlier time requested that I not send emails to them!Bad luck: I am doing so - so they can see what you guys have done - and they will indeed pass it on to management: and if they refuse - it will be yet another denouncement of the Optus name!Take note: on Monday I spoke with a girl named Megan.She is in management.I did not accept her decision to not pay me any compensation because my 2 lines and multiple other accounts are designated as 'private'!This in spite of an earlier caller offering me ''$10.. then $20 ... then $50 ... then $100!This too is verifiable - as are all contents directly alluded to - and not even mentioned herein.And note that ther are other matters! Many other matters that will be seen upon perusal of this internicine infamy.Possibly the worst is that when I told Megan that I would take matters to the Communications Ombudsman - she said arrogantly that ''The ombudsman knows we do not pay compensation to private people''!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!This has to be outrageous - I have no intention of exploring the outrage I feel.I wonder how they would explain this in open court?IF I TOOK MATTERS THERE THEY WOULD NOT BE ABLE TO HIDE THIS NEFARIOUS SO - CALLED 'POLICY' OF DEFACTO - PRO - FORMA DENIAL OF NATURAL JUSTICE!Again - I do not explore this for now.Note however that this girl promised that my accounts would remain 'protected' - this is the uncute term she used - pending the above.Guess what? My two telephone lines - 03 0525 - 9299 and 03 0525 9290 were unilaterally disconnected on Wednesday - a mere 2 days ago.I blew my proverbial stack - and demanded reconnection! AND GOT IT - OBVIOUSLY I TOLD THEM THE Balance ogf a mere $235 approx would NOT be paid!!I spent 4 hours on this on Wednesday - and the lines were reconnected by lunchtime.I had to use my new Telstra mobile phone to communicate - and got results.THE NEW TELTRA MOBILE PHONE WAS A GD send: i had wires - chargers etc making a mess of my desk...My email was also accordingly also emasculated - now obviously working!Note further: I am going to cancell all of my accounts with Optus. Here are the accounts - but I will cancell them only after I have had a chance to get Telstra to take them over.We are going overseas for 4 weeks from MONDAY 21/5/12 - and will require the necessary time frame to do cancelling when I can be procedurally ready! Ther are lots of websites and email programmes that I have paid for that I have to SYSTEMATICALLY attend to after I have put Telstra on stand - by!I cannot afford to communicate with these overseas vendors from my incipient new emai a.c - because thy would not readily recognize me!I AM A GOOD ADMINISTRATOR - one you have attempted to bully uinsuccessfully.I will also consider my legal position - and will plainly advise select media people of what you have done to me: you have barely a chance to fix your battered reputation when my wife and I return at the END OF JUNE!!Here are my accounts:Optus Internet user name g87Email g87@optusnet.com.auMy 2 lines 03 9525 9299 03 9525 9290Mobile no 0407 525 929[I will require diversion]Optus pay TVNote - Megan gratuituosly allowed me out of my mobile contract which technically ends in Nov 2012. Bravo! Sarcasm intended. Nothing like a massive guilt to get tiny considerations.I have written this without stopping - a mild challenge for me. It too has merely added to the time waste.I now demand - for the last time that you OPTUS MANAGEMENT - at least formally respond to this email.You may even contemplate an appropriate appraisal of what is going on.And merely communicate with me when we return towards the end of June.In the interim: I am sending a copy of this to the TIO - I think he is indeed the Communication Ombudsman - to ensure you incompetents do not comprimise ANYof my accounts.\!!!
----- Original Message -----
From: LAT EnquiriesSent: Wednesday, May 02, 2012 12:35 PMSubject: Home Phone, TV and Internet - Feedback, Compliments or Complaints [Incident:120502-000156]
Response Thank you for contacting us.
We aim to get back to you with an answer within 2 working days. Until then, please have a quick look through the suggestions in the Auto-Response section below – you may find your answer right away.
Kind Regards,
Optus Customer Service
This is an automatically generated E-mail.
Manage your account on the go with ‘My Optus’ App. Download 4free @ www.optus.com.au/myoptusappDiscussion Thread Customer By Email (Geoff Seidner) 02/05/2012 12.35 PM Current Optus Customer: Yes
Name: Geoff
Family Name: Seidner
State: VIC
Email Response: Yes
Email: g87@optusnet.com.au
Contact Number: 0395259299
Email relates to: Complaint
And specifically to: Other
Account No:
Service No: 0395259299
Billing Address: 13 Alston Gr
Suburb: East St Kilda
Postcode: 3183
Additional contact number: 0395259290
DOB: 17/11/1947
Driver's licence:
Pension card:
OptusNet Username:
Comments: I have had enough of OPTUS: I WILL BE CLOSING ALL MY ACCOUNTS ASAP TIO COMPLAINT!! AND PROCEDURAL CLARIFICATIONS!! I NEED COPY OF THIS EMAIL!!NOTE THAT YOU REFUSE - EVEN MINUTES AGO - TO GIVE ME AN EMAIL ADDRESS TO COMPLAIN !!!
I AM GETTTING AGRIER AND ANGRIER!!
----- Original Message -----
From: <noreply@optus.com.au>
To: <g87@optusnet.com.au>
Sent: Wednesday, May 02, 2012 10:57 AM
Subject: Confirmation
> Hi, This is to confirm about our conversation, your service will not be disconnected since you are porting the service to telstra once service has been transferred you need to call us back to cancel the internet.Your DTV service will not be disconnected as I have advised there is an ETF of $199 pro rata and you refuse to pay the ETF. This email has been made through your request. Thanks
>
>
>
>Question Reference #120502-000156
Date Created: 02/05/2012 12.35 PM Last Updated: 02/05/2012 12.35 PM Status: New
IMPORTANT NOTICE:
This email may contain confidential information. It should only be read by the persons it is addressed to. If you are not the intended recipient or responsible for delivering it to the intended recipient, any usage, copying or distribution of this message, including attachments, is strictly prohibited; please immediately notify us by return e-mail, and delete this message, including attachments, from your computer.
The contents of all emails sent to, and received from Optus may be scanned, stored, or disclosed to others by Optus, at Optus' discretion. While all reasonable care has been taken in providing the information contained in this message, it does not constitute a complete assessment of your telecommunications and communications needs. You acknowledge that we have relied upon the information provided by you therefore Optus does not warrant that the information is error or omission free as we may not be aware of all relevant facts concerning your business.
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----- Original Message -----
From: Bronwyn Hinds
Sent: Monday, May 07, 2012 1:08 PM
Subject: Optus Account
Dear Geoffrey,
I am contacting you regarding your recent email communication to our webmail team and to advise you of the current status of your complaint. I acknowledge that you have discussed your account with numerous Optus employees including management without resolution and I do offer my sincerest apologies for the frustration and inconvenience that this has imposed upon you.
However I understand that this is now beyond a level of an “apology” and offer of comparison of which has happened in the past. I also acknowledge while my email is another contact from yet another employee, I felt it best to show you the respect of keeping you updated of our escalation process over the next few days.
Therefore I have been asked by Optus Team Leader Chris Cappola to organise for your case to be escalated further to our Customer Relations Group where we can have this assigned to one specialist only to manage your case until your matter is resolved to your satisfaction. This group manages our highest level of complaints and also liaise directly with the Telecommunications Ombudsman directly should the matter arise.
I will ask that they contact you via email as requested with a phone number listed as our last resort of contact. Please email me directly in the mean time if you would like this altered.
Additionally I am also available via email or via phone on 03 9033 6860 over the next few days until our Customer Relations Group contact you, should you have any further questions.
Yours Sincerely,
Bronwyn Hinds
Acting Team Leader – Consumer
271 Collins St, Level 4, Melbourne VIC 3000 Ph: 0390336860
This e-mail may contain confidential information. If you are not the intended recipient, please notify the sender immediately and delete this e-mail from your system. You must not disclose this email to anyone without express permission from the sender. The contents of all emails sent to, and received from, Optus may be scanned, stored, or disclosed to others by Optus at Optus' discretion. Optus has exercised care to avoid errors in the information contained in this e-mail but does not warrant that the information is error or omission free.
---
Copy of email received:
Dear Chris,
I refer to your email below #1 and voicemail message left on my phone. Both generated Saturday morning - a day I could not respond. It is excellent that you saw fit to respond on a Saturday morning - a day for family matters surely.
It is of some further satisfaction for me that: I seem to have an email address to respond to: and the logical corollary of that is that the same person who views my initiating email, responds to it and thus obviously in turn has an opportunity to resolve it. THIS WAS MERELY ONE OF MY MAJOR COMPLAINTS - as a reading of the email that forced Optus to panic and respond to the only actual / real / viable 'email address email' that I had available to me.
This was the email address of your Elsternwick shop. Elternwick manager had the nous to realize that the game of internicine madness was at an end: the Ombudsman was reading it all! As indeed he is reading this email. Who knows - this email address that this email is primarily going to - Lat Enquiries - may be a phantom - it may 'bounce.' Indeed I am sending this email cc to them [Elsternwick] as well as appending a cut and paste of my initiating declaration of war.[#3]
I want those who are reading this to be aware that you were responding to this eupemistic war - see #3: a situation of Optus' making. I do not seek to mock Optus. I only wish to teach management a lesson - whereby they may not contemplate treating customers with such contempt in future and change predures for handling complaints. Who knows - you may have another customer like me who will even make it more painful. Who knows - the Ombudsman may publish these matters! I also wish to caution you that these papers are being prepared so didactically because I fear I will have to take matters to court. Note please that I do not wish to waste too much time in instructing counsel - I presume that this document may - repeat may be the mainstay of said legal action. Of course there are matters to be disclosed when the Ombudsman asks for all matters material. It is hoped that his enquiries will simply be adequate. Or - as per your comments - YOU fix things.
Kindly note that you have already paid me some compensation - whereby one of your more pragmatic managers credited my TV account when I made it clear that I refused to pay the amount demanded - even after my pay TV was disconnected for a few hours. I do wish to discuss matters. Maybe it will be fruitful. But you are respectfully requested that you have received this email - then we can talk. By the way - item #2 was going to be another waste of time - you failed to respond within the tjme frame - yet again. Thus I took action! As everything I do - it was carefully considered. Again - Optus failed - for the umteenth time - to respond.
We will be going overseas within 10 days. If this matter is not resolved between us by then the Ombudsman will be requisted to formally become involved. I further confirm that a member of the media is reading these - he may consider whether it is of interst to him. I do not particularly care: this media person may have to cease his 'interest' if I take the threatened legal action. I surely do not think it will come to that. Surely..... Errors and Omissions Excepted: I do not thik there are any? Yours Sincerely, Geoff Seidner Returning from overseas before end of JUNE!
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