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Laurence chains himself to the Optus service desk

By johnboy - 29 June 2012 47

laurence and the optus help desk

Laurence Kain is a pretty good guy and a recent interview subject.

So we’re a little surprised to hear the HonkyTonks co-owner has been chaining himself to the Optus help desk.

laurence and security

What’s Your opinion?


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Laurence chains himself to the Optus service desk
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Kimjongill 5:51 pm 03 Jul 12

Protest Update:

My problem was fixed in 5 minutes confirmed with a call from Optus management in Australia, someone from Australia actually called me!

Further to this I received a call from the manager of Customer Complaints in Australia at Optus, this issue was escalated to the Director of Optus Australia, they credited my phone bill for 3 months and are apparently reviewing their systems to ensure it never happens again.

A successful protest IMO.

Peekz 5:49 pm 01 Jul 12

Archer said :

Kimjongill said :

thehutch said :

Or you could be an adult and complain to the TIO…

If I don’t like the service at Honkytonks and make a few complaints to the manager (who probably won’t fix it) should I then go and chain myself to the Honkytonks bar?

Unfortunately you can only complain to the TIO if you business turns under $3 million PA, unfortunately in this case I do not fall into that category but thanks for the suggestion.

Actually anyone is able to go to the TIO. That is the point of the TIO, to represent everyone.

The TIO can help small businesses but there are limits.

http://www.tio.com.au/consumers/who-can-complain

So no, not quite everyone.

fabforty 5:07 pm 01 Jul 12

I think anyone who has had the misfortune of dealing with Optus (or Telstra for that matter) has considered drastic measures to get simple tasks done. Congratulations to Laurence for taking the least violent option.

Having to wait over 40 minutes on hold for “customer service” is just not acceptable.

harvyk1 10:52 am 01 Jul 12

ChrisinTurner said :

I don’t think Optus management have any idea how hard it is to deal with their customer support people in the Phillipines.

I don’t think Optus management care, they care purely about end of month figures, that’s it. All the while the end of month figures continue heading in the right direction (up where they need to go up, down where they need to go down, and deleted off the paper when they have no affect on the bottom line) they don’t care, because all the telco’s are as bad as each other.

Due to the time and expense of setting up a new telco (not just reselling existing services), the current telcos have little to fear, they can continue to act as an effective protected monopoly.

Spykler 9:16 pm 30 Jun 12

Laurence, I applaud your stance- if only more folk were to follow your lead then maybe Optus would get the hint. My current service provider (Vodaphone) is lucky that I don’t wander into one of their shopfronts and punch 5 shades of shite through the first person wearing the bright red uniform that I see..I have about a 50% success rate in sending text messages and I live in the geographical heart of our capital city…Also,you have done well with Honkytonks.

tim_tam_twinky 7:37 pm 30 Jun 12

good luck Laurence!! 🙂

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