Upon calling Foxtel again I was given the “we recently upgraded” sob story, this time on an IVR call. The speech was along the lines of we have upgraded our systems and there are bugs, please hang up if your call is not an emergency. My call was not an emergency, but I decided to ignore the sob story as to be frank I do not give two knobs of goat manure about their systems upgrade, I simply want to be free of their clutches. So I decided to wait on hold.

After about 15 minutes an operator answered. A charming female greeted me and was very apologetic. In fact when she heard the courier had once again failed to show her words were “pathetic”. Could not agree more.

I chatted to her for another 5 minutes and tried to book yet another courier. This time the “new” system flashed up that the area I now live in is not serviced by their courier. I was placed on hold whilst she chatted to her supervisor. Once back on the phone I was told the best option is to send the goods back via Australia Post.

Ugh, back to the situation that sparked off this blog thread. I am now awaiting a call back from the gentleman that is in the customer advocacy office that I spoke to a few days ago. I really want an explanation as to why we have now had a courier arranged three times and only when is was attempted for the fourth time the issue of the couriers lack of service to the area was exposed. I would also like to know why we were not contacted and advised that the arranged courier did not call and advise that they would not be attending.

As for returning the equipment I expect that we will go down the Australia Post path simply to remove this diabolical organisation from our lives. It is a pain in the backside, but we are simply over trying to drive this mob to keep their original word.

The proof though will be in the pudding on this coming Thursday around 11am. If the courier has not picked the unit up by then I will be once again contacting Foxtel.

What gives me the irritations over this is that firstly we were told one thing which was that we could not mail the unit back and that a courier would be arranged. When Foxtel, and its courier, failed to deliver the required service we are expected to jump through hoops for them with a completely new set of rules.

On top of that the organisation has due to an internal system upgrade effectively elected to not communicate with potential or existing clients whilst some backend software, that the client base don’t care about, is updated. An outage of many days. To me that is the absolute pinnacle of arrogance.

Surely they could have kept the call centre functional for queries of the nature of mine. All that would be needed is pencil, paper, and the ability to call the relevant party. Instead they decided to screw their clients and become uncontactable. Purely poor form.

I am still waiting a response due to their system upgrade.

But then I discovered the wonder of blogs and I am lucky if I see the news, LOL.

So did you get an apology? *gaffaw* yeah right.

Kelley’s last blog post..I have lead a sheltered life.

Optus offer the same channels as Foxtel now. I have always found their customer service better than Telstra.

Sueblimely’s last blog post..To The Coven