Trevor2118 Posted April 30, 2010 Share Posted April 30, 2010 I think Bigpond / Telstra (Australia's largest Telcom) has got me mixed up with Ken. Bigpond / Telstra was (not too long ago) a Government organisation.....but it was privatised because the private sector can apparently do things better! Several months ago I decided to upgrade my Bigpond modem to a combined modem / router so I could connect a second desktop computer to my cable service. I went online and ordered the modem/ router plus a USB adapter for my second computer so it would connect wirelessly to the new router. A router without an adapter does not work. Within the week the router turned up with......no USB adapter. Okay, maybe it's coming out separately. Another week....no USB adapter. Rang Bigpond.....got someone clearly in his first week (possible first day) with Bigpond, as he was talked through every instruction (I could actually hear the conversation) by a supervisor or trainer. Spent time looking for the original order and claimed I never ordered an adapter. This is despite the fact (as I pointed out to them) that a router was no use without an adapter of some sort). After some 35 minutes finally got the USB adapter ordered. Within days, the package arrives...they sent a PC card adapter, not a USB. OK the amateur assistant, despite all his best efforts, probably got the order wrong. Rang Bigpond for the second time, and after 25 minutes, it was finally decided that it was correctly ordered by them, but the Logistics Centre sent out the wrong item. A check of the Logistics Centre reportedly revealed that PC cards had been put into the USB bin and some packer just selected from the bin. Okay, so a USB adapter would be sent out together with a reply paid bag for me to send the PC card back, and I would receive this in the next two days. This seemed reasonable (any one can make a mistake) so I thanked them. True to their word the delivery turned up.......a second PC card and no reply paid bag. Rang Bigpond for the third time, wasted another 30 plus minutes on the phone while the "assistant" insisted that he need to check all the previous orders were correctly ordered. He too decided that the order was correct and sent out a new order pointing out to the Logistic Centre that they had already sent the wrong part twice. Now, here I digress from the main story. The very next day a different size parcel arrives (good you think....no, this one was larger, USBs are smaller than PC cards. Opens it up and here is the reply paid bag together with a typed letter correctly addressed to me "expressing their regret" that I was cancelling my Bigpond cable service and advising me to return my modem, cables, power packs, etc within the next 14 days to avoid being charged for the equipment. Another call....apologies, miscommunication who knows? At this point Bigpond admits they really do not know what's going on. Still waiting for my connection to go dead! Anyway back to the story. Several days later a third bloody PC card arrives. Back onto Bigpond for the forth time (not counting the disconnection). Go through the same bloody rigmarole, check orders, confirm the correct part is ordered, off goes my "service adviser" goes to see the supervisor, who rings the Logistic Centre and speaks to a manager who says he will personally ensure that the correct part go out. Finally I think I'm good. Now I must digress again. Yesterday my Bigpond bill arrives. I have been charged for all three PC cards (my god they are quick at Accounts. Perhaps I should have been ringing them up). Yet to ring about this one! So back to the main story. Today, just after poker, a ******* fourth pc card arrives. No longer even funny in a strange way. I ring Bigpond for the FIFTH time about this and some poor bloody sod (James at the Gold Coast) cops the lot. James, to give him his credit, takes it all in good nature (although I suspect that I may be getting another cable disconnection notice soon) and endeavours to do his best. At least this time I get a month's internet free (if not disconnected beforehand) and copious notes are made. USB adapter is now ordered "another way" (?) but I will need to ring back later to get all the charges adjusted. I point out to James that I have little faith in a Logistic Centre that sends out the wrong part four times, will have the ability to actually credit my (or any) account. James does not even try to comment on that one. I will just have to ring back. Thanks James. Thanks Bigpond. Now, what's the betting.......am I going to get a fifth PC card, or disconnected, or both? To be continued....................... Link to comment Share on other sites More sharing options...
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