Telecommunication Customer Service Worldwide

imin8r writes " Whirlpool writes that an Telstra, Australia's largest Telco (who also happens to own all wholesale access to ADSL in Australia), had rejected an ADSL user's application from a small ADSL provider, but subsequently accepted their own ADSL application from the same user. The funny thing is, the smaller ISP sells exactly the same service as Telstra as they are a Telstra reseller. Both providers use the same line, same exchange and same equipment. However, the story doesn't end there. When Telstra was approached by the aggrieved user explaining what had happened, Telstra offered him a settlement to keep quiet. When he didn't, they disconnected his already connected ADSL service. One of the arguments for Telstra's bad track record with customer service is the fact that they were previously government owned but are now partly privatised (and listed on the stock exchange). As a result they own a lot of the infrastructure which has been paid with by taxpayers money, but any new Telco players still need to use a lot of Telstra's infrastructure. I'd like to know whether full de-regulation of the telecommunication industry in the United States has benefited customer service and also what effect it has had on providing innovative services. "

Comments

Before and After...

[IO ERROR]

Before the breakup of AT&T, we used to say "New York Telephone sucks."

Then we said, "NYNEX sucks."

Then we said, "Bell Atlantic sucks."

Now we say, "Verizon sucks."

The name may change, but the suck remains the same.

Verizon

[JSmooth]

Similiar horror stories here but on a much grander scale. My part of the world (Rural Massachusetts) had limited high speed options for businesses. T1 from Verizon started at $750.00 for the line (ISP was extra). Then the city fathers, etc. got together and convinced Global Crossing to come in (before they went belly up). Now T1 with internet from GC at most $500.00. Long Distance was cheap, etc. However, the last mile was still Verizon lines. Right before GC came in a customer order and had installed a verizon T1 in less than 8 business days. For the same service under Verizon (A subcontractor) that service can take MONTHS).

Fact of life, those who have don't want to share.

I think the telco cust-serv in the US is bad.

[rushfan]

I have SBC, so YMMV.

I called them to get DSL when I moved (within Cali). I went to DSLReports.com and saw where the CO is and how far away I am. I called SBC -- They told me I'm too far for DSL (yeah, right, I'm like 1/3 the max distance).

So, I called Covad (who uses SBC's last-mile line) and got 1.5/384 with them. SBC's customer service doesn't know what they are doing, and what's worse is they don't really care to know.

Their office hours are horrible (I mean, most huge non-monopolies have 24hr customer service), you can't phone in a payment easily, if you get online billing, you don't get a paper bill anymore.

And the sad part is they seem to be on par with all the other baby-bells.

Just my rants on my local phone monopoly and they
're lame customer service....

(although AT&T's local phone customer service is 10 times worse from what I hear)

- Rushdan

Re:Telecom? Customer Service?

[Snowdog668]

At least in the old days of AT&T if something broke you knew it was AT&T's problem. In my office I have to deal with four different companies. One company installed the internal system, SBC owns the lines, our "value added reseller" uses SBC's lines, plus we have another company for data and long distance. A few months ago our VAR decided to take us off of SBC's switch at the CO and put us on their own. Of course they sent out a letter saying that this would cause a 20 minute outtage but we should not notice a difference other than that. The problem was that their hardware couldn't handle the distance to the CO and kak'd most of our phone service. Of course everyone blamed everyone else and it took three months to get it fixed. What should have been an issue of "ok, VAR, you broke it, just put everything back to the way it was" ended up having me get all of the company's involved in fixing their part and basically setting up our billing and route programming from scratch.