Comments on: Foxtel – Another Bunch Of Fools

By: Colin

Colin — Tue, 06 Jul 2010 01:08:50 +0000

Hi
Foxtel are the most frustrating people I have ever dealt with.
My adventure started with a simple set top unit exchange.
When you ring and ask for tech enquiries you are automatically put through to an automated system that gives you a rest procedure and hangs up. The next time you ring back it bypasses this and you go through to a call centre person in Australia or India.
I was lucky enough to go through to India and after explaining numerous times what I required I finally got put through to a young lady in Aus who listened to me and told me that she would put me through to dept in Aus who dealt with the STU swap over. Unfortunately we got disconnected and I arrived back in India where it took me twenty minutes to convince the person to put me back to Aus. Unfortunately once again we were disconnected, so again ring, India, twenty minutes, transfer to Aus where some arrogant arsehole accused me of Racial Preference because I kept telling the Indian customer service person that I needed to speak to tech support in Aus. Not only did he accuse me of this but kept going on and on about it.
Yours truly was not a happy camper by this time and asked to speak to his team leader and was informed he was the team leader, I then asked to speak with his manager and was told this wont be happening.The saga went on and on until finally he put me through to disconnections as this was my final option.
A young man in disconnections (Indian) in Aus was very helpful and organised with the help of his manager exactly what I wanted.
I requestd an enquiry and feedback re the Racial incident with the team leader and after several weeks I contacted the foxtel advocate (who by the way does not have a contact number that is known by any living soul in foxtel or elsewhere) by email, five days for an answer or at least contact, you are kidding,it has now been over thee weeks and customer service sent them a reminder a week ago, foxtel you are basically in a one horse race now optus has pulled the pin on pay TV god help you arseholes if any competition comes along.

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By: ShadowKnight

ShadowKnight — Thu, 21 Feb 2008 06:01:20 +0000

Still awaiting the customer advocacy centre to call.

By: SCHWOIT » Blog Archive » Another Tech Drama - Gardening and Geekdom in the Urban Jungle

Thu, 21 Feb 2008 02:32:26 +0000

[...] should be up and running within days. Just hope their courier services the new area (refer to the Foxtel – Another Bunch of Fools post for [...]

By: ShadowKnight

ShadowKnight — Thu, 21 Feb 2008 02:22:45 +0000

OK the proof is that Foxtel are cretins and could not organise the proverbial root in a brothel. The courier once again failed to present themselves, nor have the decency to call and advise that they were not coming. We even gave them an extra 75 minutes to come before contacting Foxtel.

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.

By: ShadowKnight

ShadowKnight — Mon, 18 Feb 2008 00:09:54 +0000

As an update I got an apology for failing to turn up and also for being uncontactable. A courier has also been rebooked. I am amazed and at the same time impressed that my complaint has been actioned.

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.

By: ShadowKnight

ShadowKnight — Sun, 17 Feb 2008 21:44:49 +0000

I am not surprised that you find that Sue. It is unfortunately the only alternative in metro areas.

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.

By: Kelley

Kelley — Sun, 17 Feb 2008 08:53:18 +0000

We had nothing but troubles when we disconnected Austar. Same deal, send through the post, but they kept charging us for another month.

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.

By: Sueblimely

Sueblimely — Sun, 17 Feb 2008 02:50:56 +0000

When we swapped our ordinary Foxtel box for a Foxtel IQ we just had to take our old box to a post office. The IQ was delivered by courier but the promised 3 weeks took more like 5. Why it could even take 3 weeks amazes me. 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