----- Original Message -----
From: g87
Sent: Wednesday, May 09, 2012 1:09 PM
Subject: This Optus disaster's denoument
Bronwyn
Hinds
Acting
Team Leader – Consumer
271
Collins St, Level 4, Melbourne VIC 3000
Ph: 0390336860
Dear Bronwyn
I am bemused that your team leader has flick - passed this disaster to you.
There have been sooooo many complaint numbers, escalations which 'never were', without even thinking about the three - score and ten conversations.
I feel my years.....
As we come to the denouement - kindly note that the person that the Optus person I complimented in my recent screed - for having squared my Pay TV account - did not do so - as an account for $223.93 received days ago attests!
A/c 2180534010.
Sigh!
Nothing quite as bad as a compliment forlorn [Seidner, 9/5/12]
I wish to talk with you: you clearly will pay me adequate compensation and I will consider keeping my Pay TV, Internet and two lines with Optus.
Ph: 0390336860
Dear Bronwyn
I am bemused that your team leader has flick - passed this disaster to you.
There have been sooooo many complaint numbers, escalations which 'never were', without even thinking about the three - score and ten conversations.
I feel my years.....
As we come to the denouement - kindly note that the person that the Optus person I complimented in my recent screed - for having squared my Pay TV account - did not do so - as an account for $223.93 received days ago attests!
A/c 2180534010.
Sigh!
Nothing quite as bad as a compliment forlorn [Seidner, 9/5/12]
I wish to talk with you: you clearly will pay me adequate compensation and I will consider keeping my Pay TV, Internet and two lines with Optus.
''However I understand that this is now
beyond a level of an “apology” and offer of comparison of which has happened in
the past....''
Please note that there are other
important matters that must be fixed, and can easily be fixed by Optus
serviceman in a matter of minutes.
IE - my second line has only one
connection in our home.
I attempted to fix the problem - no
success.
Your man can easily rewire things -
all the connections are in place.
Second - please disconnect / cancel
my mobile phone 0407 525 929.The fact is that my contract runs out in Nov
2012.
It has already been agreed that
there will be no penalty.
Indeed - I request $200 compensation
for the XPERIA X10i - which is the market value of the phone including spare
battery. I have had to take out a new contract with Telstra - their reception is
eons ahead of Optus - all the attempts by myriad Optus people were for
naught.
Really sad! So much
time.......
My overview of your Asian [Indian,
Phillipines] staff is that all are genuinely attempting to help; all give the
customer the impression that we are the most important person in their lives at
that time.
It is marvellous but your system is
simply pathetic - no more rehashing.
I mention it only for the need of
allocating a broad compliment where it is broadly deserved.
I look forward to your call - say Monday 10 am? Or whenever SOON! Make
sure the person who talks to me is authorized to make decisions.
We will be going overseas on MONDAY WEEK - and will not be available for
much longer.
We return approx 23/6/12
The only way I could handle the complex documents is by posting them in
three groups; see below.
You will be able to refer to them easily.
And I will be able to access them from overseas - with your phone number
and email embedded - if I am needing to do so.
It is not expected that I seriously even need to think of this - my wife
may not let me near a computer!
I expect to be able to use my Optus Webmail to advantage and / my gmail:
geoffseidner@gmail.com
Surely my relatives will not report to me overseas any Optus - caused
telephone disasters in my absence!
Yours
Sincerely,
Geoff
Seidner
13 Alston Grove
East St Kilda 3183
03 9525 9299
13 Alston Grove
East St Kilda 3183
03 9525 9299
for·lorn/fərˈlôrn/
| Adjective: |
|
#1
#2
#3
///////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////
----- 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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