Don’t call Optus on a Saturday

Saturday, November 15th, 2008 at 1:31 pm

I just made a fundamental mistake: I tried to call a company outside of business hours.

When i received my phone bill earlier in the week it was significantly less than it should have been because of a “Customer Service Adjustment”. I have only been with Optus for a few months (because of my iPhone) and I can definitely say that I have not contacted them about anything. So where did the adjustment come from?

I didn’t have any spare time during the week so I tried calling today:

  • the IVR system was annoying
  • there was the delay of an international call
  • the horrible american accent would have been (partly) acceptable if it had been consistent
  • the operator took a few minutes to bring up my account

And then they couldn’t answer my question because “there are no notes in your file.”

That’s twenty minutes that I want back.

In future I will make sure I call during business hours in the hope that I can get someone located in Australia that should have better access and/or might know more about the accounts. If I don’t have time for the call I have in the past received decent responses from a support form on the company’s site or via email, even if those methods can take a few days until I get a response.

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One Response to “Don’t call Optus on a Saturday”

  1. Unfortunately, you won’t have any luck talking to anyone in Australia from Optus unless you call their Financial Services department, or unless you’re a business customer.

    I enjoy having a relationship manager with Optus due to my spend :)

    My advice is to ring them mid-afternoon, mid-morning (between 9:30 and 10:30).

    Ben - November 21st, 2008 at 4:05 pm