What makes a quiet, conservative, lower-class, old and doddery bogan bloke mad enough to do this blog thingy and whinge bitterly?
When I signed up with Telstra I was blind.
Then, when I first started having my eyes opened and experiencing customer service so terrible it should be against the law I thought Telstra was having a bad hair day.
But no, as the bad service continued and my eyes opened further, I realised Telstra service was not mistakenly bad, it was designed that way. While it may not be in the official training manuals for new Telstra workers, the culture at Telstra (such as the way they do things, the processes and reward systems) supports and reinforces shockingly bad service. In a warped way, parts of Telstra actually benefit so it continues.
Everywhere I go, I seem to come across people having serious Telstra problems. Many of them do not complain. Telstra is Telstra, you just got to expect problems.
The cost of Telstra terrible service is shocking at three levels. Personal, corporate, national.
First, on a personal level, huge numbers of people are experiencing what, if it was happening in another industry, would be called abuse. A massive and basically hidden emotional cost with serious consequences.
Second, thinking corporately. Financially, Telstra shareholders are being ripped off since dispensing such terrible service chews through the money. And I am not talking compensation, even just the hours the overseas technicians have spent duplicating ineffective service procedures with me would probably tally wage costs higher than the income Telstra derives from my two year contract.
Third, consider the cumulative affect of the atrocious service across Australia on the various small businesses and large, and you will realise the total cost is staggering. I have lost count of the number of business people who have told me about their Telstra problems. And each problem is draining resources from the business. The enormous number of these issues across Australia would lower our national productivity. Like hobbles on a horse.
Then, again nationally, what scares me the most is that at the same time as we as a society have a growing and essential need for better and more robust connection with phone and Internet, the whole industry seems to be becoming more fragile. More at risk.
Look at what is happening with Australia’s electricity and gas infrastructure and pricing. Massive price jumps for electricity and gas. Electricity supply problems. Australian individuals and businesses being chewed up and in many cases being spat out broken. All this in a country awash with energy resources.
The energy problems are not a result of an accident. Those guiding Australia appear to have fallen asleep at the wheel. They need to wake up and get on with the job.
Same with the telecommunications industry. It is increasing in its critical nature yet underlying issues are continuing to fester. Does not bode well for the well-being of our future Australia. I think change is needed.
So, in some ways, I wish I was still blind. Things seemed less complex and less worrying then. However, now I have had some eye-opening insight into Telstra service and the direction our telecommunications industry is going in and I have realised just how much of a train wreck it is becoming, I have been motivated to write up my experiences with Telstra. Hopefully someone will be able to glean something useful from it. And I hope some folk will find it interesting enough to even read.
Central Queensland Australia
– – – * – – –
© 2017 Franklin Brighton