What to do.... Advice needed...

Perana · 17-05-2006, 11:27 AM

Sorry about the long post lol...

About a week ago I got a call from Optus Mobile informing me that my contract was up and that they were offering me a new phone.. I said that I wasn't particularly interested in what they had offered, but I did like another model it being the Samsung D600. Now this model is usually sold on a higher rate plan than what I am on and was going to continue on. The Representative that I had spoken to said that he would check to see if they could do it, which he did and then I was told that it was no problem etc. He took details etc and I was told that I should have it Tuesday (Yesterday).

All was fine until Yesterday afternoon when I get a phonecall from the same Rep informing me that the phone was "Out of stock" and " No Longer Avaliable" and offered me a choice of other phones.. I asked for some time to think etc and asked if he could call back this morning.... Now I found the fact that the phone is no longer avaliable VERY hard to believe seeing as from what i can find it was released either December 2005 or January 2006. So I called optus back later last night querying the avalability of the phone. To use the rep's own words "We have plenty in stock"... right so now someone's telling lies..

This morning the first rep calls back and I query him about how I had called Optus last night and his reaction was that he meant that they won't do that phone on that plan anymore but they could offer me some other phones. I told him to forget it im not interested now... Now I thought that when I got a reciept number and was informed that I would get it tuesday that would have constituted a verbal contract (which they and the other telco's get people with) for them to supply me with what I ordered...

It may seem like a fairly trivial matter but IMO they have renegged on their end of the deal which if it was the other way around it would be tough for the customer they would just have to wear it. Hmmm What to do.... Anyone got any advice?

Hally · 17-05-2006, 12:15 PM

Perana,

Just had a very similar encounter with Optus. my wife's contract ran out a couple of weeks ago and optus called to offer her a new phone and lock in the contract again. They gave her a choice of 3 different phones. She told the rep should would check them all out on the net to see which one she wanted etc etc. Next day she rings back to order her phone and is advised that the one she picked is not available on her plan. She passed on all the details in frustration and then asked that the original rep call her back. After three weeks and four follow ups with Optus for this guy to call back still heard nothing. All she wants to do now is tell this guy because of his incompetence and poor customer service that she went and bought a new phone elsewhere.

Cheers,

Andrew

Perana · 17-05-2006, 12:29 PM

Yeah Im considering going elsewhere at the moment..

BENT_8 · 17-05-2006, 02:56 PM

Maybe you should go to Telstra or another carrier and tell them your story and ask if they can do the same deal on that handset and you will do business.
I had a bad experience with optus and their phone application system is average. I got knocked back from them for my first phone even though i owned my home freehold and was on good money.
I went around the corner to Telstra and they did a better deal with the phone of my choice and were chuffed to take a customer from optus.

Perana · 17-05-2006, 03:03 PM

Yeah Im seriously looking elsewhere, Ive submitted a complaint to give them one chance at fixing it but i doubt it'll get anywhere, so it seems likely that I will go elsewhere.

fiery · 17-05-2006, 03:11 PM

I stayed with Optus after telling them if they wanted me to stay a customer they would give me the phone I wanted and on the plan I wanted...
I got a $49 month cap and the motorola one I wanted in the black

:

Be firm, tell THEM what you want and what you will accept..
They will give it to you if you say, fine I will contact Telstra or Vodafone.. watch how quick they find the phone you want all of a sudden.

If they don't give you what you want (which now you ask for more, cos they have messed you around).. Ring someone else and tell them what you want and that if they agree, you will change providers....

It will work in your favour...

brenx · 17-05-2006, 03:18 PM

I wouldn't bother with a contract. the phones generally don't last the full contract term anyway :( Saying that though I'm 12months through a contract and my 3230 still works! Miracle! It seems pretty durable as it gets knocked around. Got caught out as my phone died just prior to the contract ending.

I'm cancelling my mobile plan as such once the contracts up. I'm going to go prepaid. My plans $40 and my bills usually $40 or close to. I don't make enough calls to warrant more than a $10-$20 plan at best. Prepaid will probably cost me around $40-$60 for three months ;)

XRchic · 17-05-2006, 06:31 PM

Hey Ben, sorry to hear you have been stuffed around by Optus. Its not the first time I have heard someone stuffed around by them. Definitely put a complaint in with them, they should know how they have provided poor service. You might even get something out of it.

Other than that, I would look elsewhere. There are literally 100s of phone plans with various phones with various companies. The main problem is researching them all.

Make sure you tell Optus you will go somewhere else as a direct result of their stupidity and insulting behaviour.

Hope it all works out mate.

Hi to Kel!

Jac

matsbfxr6 · 17-05-2006, 06:32 PM

Pretty much every phone company on the planet has good points and bad points ive found telstra to be a pain to deal with in the past. but no doubt everyone has had an experience of some sort.

Perana · 17-05-2006, 10:42 PM

Quote:

Originally Posted by XRchic

Make sure you tell Optus you will go somewhere else as a direct result of their stupidity and insulting behaviour.

Complaint has been lodged but im not holding my breath... I have just about decided to go elsewhere now anyway (which they will be informed that their stupidity has caused this to happen) but will give them a chance to sort it out.

Funniest thing i find is that when the telco's get customers on the verbal contracts clause (as has been shown on ACA etc) its tough for the customers... but now when a customer gets them on it they dont care.. heh