Telstra's infuriating answering machine

Submitted: Tuesday, Feb 03, 2009 at 06:40
ThreadID: 65658 Views:2362 Replies:11 FollowUps:2
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I made the mistake of calling white pages to get the number for RAA Roadside Assistance. The machine asked "what name please?" to which I said "the RAA".
"Do you mean RACV?
"No"
"Do you mean RACV Business Services?"
"No - RAA Roadside Assistance, South Australia"
"I'm sorry. Let's narrow it down. Say which state you are in"
"No. Can I talk to a human?"
"I'm sorry. Please say the name again."
"Oh C#r!st. Put me through to an operator"
"That command is not known. Please hold for an operator" (this exchange with the machine went on for a bit longer than this)
Human voice says "Do you want the RAA?"
"Yes but let me say...."
Before I had a chance to vent about the machine, I was given the number.

Now, I know I should have chilled at this point but with nothing to do while I was waiting, I called white pages again and asked for 'Telstra Complaints". Unbelievably, I was given four options to choose from but no complaints.

At this stage I realise it is only me. Telstra don't get enough complaints to warrant having a complaints number. I selected one of the options at random and spoke to a human who said she would put me through to the area that handles the white pages.

After a short wait, a machine says " Your call may be recorded for training purposes. What name please?"

AAAGHHHH!!

Sorry.

Skulldug
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Reply By: Member - Kiwi Kia - Tuesday, Feb 03, 2009 at 06:51

Tuesday, Feb 03, 2009 at 06:51
"After a short wait, a machine says " Your call may be recorded for training purposes. What name please?"

AAAGHHHH!!

Sorry. "

Now let's see if I have got this right, you said "AAAGHHHH sorry" to a machine ?

:-))
AnswerID: 347347

Reply By: Wherehegon - Tuesday, Feb 03, 2009 at 08:22

Tuesday, Feb 03, 2009 at 08:22
Doesnt it p i s s you off eh ?? I just get on there now an"say operator, then again "operator". I rang the other night for the Star City Casino's no as I wanted to know there height limit for the carpark, the recording asked me did I want Sydney Council ??? My reply was "for FU%# sake" cant I speak to a human, I was then put on hold and transferred to an operator who said to me,""Sir that language isnt appropriate" didnt know they could still hear me when talking to a machine lol. told her the new system was crap and is worse then before. Suppose I was lucky the operator could actually speak English...... WHG
AnswerID: 347351

Reply By: Member - Chris B (NSW) - Tuesday, Feb 03, 2009 at 09:37

Tuesday, Feb 03, 2009 at 09:37
Every time the machine starts to speak press the hash (#) key.

After a few times you will be put through to a human.

Whether the human will be any more helpful than the machine is a matter of chance.


Chris
AnswerID: 347357

Reply By: Notso - Tuesday, Feb 03, 2009 at 09:48

Tuesday, Feb 03, 2009 at 09:48
If you put your thumb over the Phone Mic. Eventually you'll get put through to an operator.
AnswerID: 347359

Reply By: OzTroopy - Tuesday, Feb 03, 2009 at 10:13

Tuesday, Feb 03, 2009 at 10:13
Better still is ...........

After going through the process of wearing out your finger tips responding to inane digital voices as with other services ... the line goes dead or you get an engaged signal ............ pffffft.

Just wondering ... for the amount of times individuals have used te telstra service ... on how many occasions has the computer actually provided the CORRECT info ?????

Living in rural NSW means numerous calls to the coast sourcing items and as the local area phonebook doesnt provide those numbers ... telstra ( as far as Im concerned ) is obligated to.

On an average of two calls a month, requiring operater assistance over the past 24mnths or so - not once has this "service" - been able to do what it is advertised to do.

Even some of the human operaters on the other numbers are barely up to the challenge. Noticed how quickly they hang up after giving a number they presume you want ..... thats to complete the scam ... requiring another call ($) for further info .......

I too just keep repeating operater, operator, operater operator - as it stops me saying a lot of other words ... lolol
AnswerID: 347366

Reply By: Nargun51 - Tuesday, Feb 03, 2009 at 11:19

Tuesday, Feb 03, 2009 at 11:19
A few years ago (in between proper jobs after economic restructuring of an employer), I worked for a short time in a call centre for a telecommunications company …not Telstra. Anything to keep the mortgage paid!

Imagine sitting on phone for an eight hour shift (no rest breaks and a 30 minute lunch break which has to be taken according to call queue numbers) having to respond in a bright and cheery manner to calls coming in with a 10 second break between each call.

If your average call time exceeded the expectations set by management (at the time, 4 minutes 20 seconds) your team leader would take you aside (in your own time) for a motivational chat (bullying under the guise of job counselling).

The expectation was that you would respond to at least 90 calls per shift

In those 4 minutes 20 seconds, you had to identify the issue, work out a way to answer it, correct the issue and then communicate all this in a manner that the person understood. At the same time file notes had to be recorded.

All this on the minimum Award wage

Don’t start me on the people who believe that rudeness, swearing, personal insults and physical threats will automatically respect blue ribbon service, also that an amazing number of people do not appear to have the nous required to tie their shoe laces, let alone function in the 21st century

The company did not a complaints line…the customer service number was the complaints line. Management was insulated from customers by the poor bunnies on the phones

As customers, we are receiving the services we pay for. Any company is responding to its owners/shareholders by offering the minimum service at minimal cost to maximise profit. If workers in Australia cost too much the company will go off-shore

If the service provided is above the minimum we will pay more for it.

Of course, the best way to search for a number is White or Yellow Pages on line. If you have a Next G Telstra mobile phone this is a free service.

One of my colleagues at the time once made the observation; half the call centre jobs could be discarded with 2 options
1 “Read your bill”
2 “Pay your bill”
AnswerID: 347372

Reply By: Hairs & Fysh (NSW) - Tuesday, Feb 03, 2009 at 11:44

Tuesday, Feb 03, 2009 at 11:44
skulldug,
Did you call 1223?


AnswerID: 347374

Follow Up By: skulldug - Tuesday, Feb 03, 2009 at 15:25

Tuesday, Feb 03, 2009 at 15:25
yep
0
FollowupID: 615566

Reply By: Motherhen - Tuesday, Feb 03, 2009 at 12:32

Tuesday, Feb 03, 2009 at 12:32
I always use white pages on line, so haven't used directory assistance for many years For anything else with Telstra - i need to set aside around three day.

Years ago, when my work place first got internet (slow dial up, local server with limited lines so had to queue to get on line at all most days, and got tipped off as soon as your line was inactive), i used to have a 'race' with a colleague.

Every time i heard him on the phone to white pages giving a name, i would log onto the internet (eventually), white pages on line, name he had said. Usually i got the number same time as he did from the operator - on a good day i used to beat him.

When Telstra went from real person to voice recognition, it was even slower, as the system couldn't recognise his ever so slight English accent.

I don't know about now, but then, the list the operators had wasn't as up to date as the one i was getting one line - although your'd think they'd be using the same data base.


Motherhen

Don't we all love Telstra??
Motherhen

Red desert dreaming

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AnswerID: 347376

Reply By: Member - Doug T (NT) - Tuesday, Feb 03, 2009 at 13:43

Tuesday, Feb 03, 2009 at 13:43
You don't mean like this do you.

Telstra Customer Service

.
still going strong with 836,179 K's

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AnswerID: 347383

Follow Up By: skulldug - Tuesday, Feb 03, 2009 at 15:29

Tuesday, Feb 03, 2009 at 15:29
yep
0
FollowupID: 615567

Reply By: Ozboc - Tuesday, Feb 03, 2009 at 17:15

Tuesday, Feb 03, 2009 at 17:15
and yet another reason why i will NEVER be a Telstra customer(phone) again ...

Boc

AnswerID: 347402

Reply By: Wazza - (Vic) - Tuesday, Feb 03, 2009 at 21:28

Tuesday, Feb 03, 2009 at 21:28
Must the accent you guys have over there!
AnswerID: 347446

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