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.