Oh, the irony

9th August - afternoon update: I have just been phoned by very sweet, but slightly flustered woman, who, on behalf of TelstraClear, has made a fulsome apology for the events described below. Even better, TelstraClear will be giving me a credit for last months Internet access. 

Whilst it is nice to learn that I am indeed still a valued customer, it would appear that there is no record on just how my Internet access problems were solved :-(. But then she told me that last month was a very busy one for TelstraClear, given that they were badly affected by the floods in Wellington. And I was assured that they will be looking to improve their processes and thus will do better in future. I was also assured me that TelstraClear would also like to hear from anyone else in my valley who has had/ is having similar problems...

I have been struggling with my Internet service provider (Paradise/TelstraClear, NZ). I have experienced about 15 days of intermittent to no Internet access. This has been incredibly frustrating. Even more frustrating was trying to phone Telstra, with the automated message system at times telling me that I would have to wait for over an hour to speak to an actual human being.

Has the problem been resolved? Even though I now have Internet access (it just started to be more reliable again), I couldn't honestly tell you, as Telstra Clear have never got back to me to let me know what is going on.

So when I received a letter from Telstra boasting about their new advertising campaign heralding "an end to the age of isolation", my blood temperature rose by several degrees. To such an extent that I have just penned the following letter to them:

Allan Freeth


Telstra Clear


New Zealand


Subject: The irony in your new campaign


Dear Sir


Your recent form letter to me, dated the 27th July 2006, brought a wry
smile to my face. You see, although Telstra Clear might well be excited
about the age of isolation being over, as your customer I have just
experienced over 15 days of intermittent to non-existent Internet
access. I must also note that the delays and amount of time spent on
hold whilst trying to report the problems were both excruciating and
incredibly wasteful.


I have not yet received an explanation as to the cause of the problem,
or an indication that it has well and truly been solved.


I also note that you have not provided any rebate in my monthly bill for
the failure to provide this service. I will pay the bill, but I do want
you to know that I am no longer a happy customer.


I was one of the people who told Consumer Magazine that the service I
received from Paradise was exceptional. I recommended your company to my
friends. But after this recent experience I will no longer be singing
your praises. For I am afraid that Telstra Clear, to me, has become just
another faceless under staffed organisation with broken processes. And
very poorly targeted marketing campaigns.
 
Yours Sincerely
Martin Paulo

Will it make any difference? I doubt it... It strikes me that the terms of my service contract seem so one sided that the only thing I can possibly do is move. And is Telecom any better?

9:56:13 AM