Intermittent fault – first time for everything

Been home since Sunday, phone hasn’t worked properly since we got home and not sure how long it hadn’t been working prior to that.

The fault is intermittent, it’s like chasing ghosts, you unplug handset A, unplug handset B. Then plug in A. It doesn’t work. You plug in B, then it works, you take handset A to socket B and plug in, It works, then you check 2 seconds later and it’s not working.

You can’t report a fault like that. For two days I’ve waited. I’ve waited until I can prove there is a fault. Sure enough incoming call today and it disappears in static.

Enough is enough. I call Telstra from the same phone line and it too disappears in static.

I pick up my secondary line (which I pay for) and is far more stable than my main incoming line and call.

Today Telstra were extremely helpful. Or should I say that Bien was extremely helpful. Today she offered to divert my phone to my mobile (this has been refused before)

My secondary line is in the back of the house and is hard to hear if ringing, that’s why I wanted diverted to my mobile.

Previously I’ve been forced to go to work with a broken leg, because I can’t stay home because the phones weren’t working. It was February, a couple of years before the Black Saturday Fires. My sense of danger wasn’t wrong, just the wrong year.

Today’s resolution date is 5th February, it’s currently the 3rd February. Fingers crossed this time

Prior history can been seen at Telstra - History

Micro SIM adaptors, stuck, breaking phones and dual SIM phones (broken)

Yup, dual SIM phone, upcoming holiday, 1 x micro SIM adaptor, thankfully sourced from an Australian Company, thanks Allphones, thanks for supporting Aussie Suppliers!

 WHAM, BAM, after testing and setting up 'new' phone, I innocently placed Micro SIM adaptor back into SIM card slot, I mean where else do you store a SIM adaptor?

Guess what? $329AU down the drain, I now possessed a single SIM phone. BOO.

 After emailing said Australian Company many times and getting fobbed off, the same amount of times, I did some research.

Did you know that the ACCC actually has a section in their guidelines referred to as

"reasonably foreseeable use"? Yup, It means that unless packaging specifically warns against a certain action, and it's foreseeable that someone might use that product in that manner, the product is deemed defective.

 The packaging did not warn such behaviour might destroy a perfectly working 2nd product, which was 'now not fit for intended purpose' in fact the packaging did not have any warnings at all.

I provided the micro-SIM adaptor importer with this information, they once again fobbed me off.

I then approached Fair Trading in the relevant Australian state, I supported my case with all emails backwards and forwards, including my reference to the ACCC clause, 6 months of arguments dissipated in 6 days and a full refund of the cost of the phone was in my bank account.

It's a matter of knowing you are right, knowing your rights and remembering, ladders are covered in warning stickers for a reason!

Oh, and Apple? Thanks for creating the micro-SIM, it's caused many the same grief!

 

PS - I didn't chase AllPhones, wasn't their problem, it was the importer/manufacturer. I shall not name names, but remember Australian Suppliers are the key.

Small Businesses Self-Destruct

If I need milk or bread or get a sugar craving, I TRY and buy from small businesses, milkbars and the like. Without small businesses the big ones, charge whatever they want and corner the market.

Small businesses of the retail kind are dying, like moths to a flame. They are self-destructing.

The reasons for self-destruct vary, from limited opening hours, to dirtiness to (and the worst IMHO) overcharging OR in this mornings’ instance, charging without advertising a further $0.50 to use EFTPOS.

Doesn’t matter I paid the same price for the item as I would at a service station, they had the gall to charge $0.50 without ANY advertising, NOT written, NOT verbal.

I try and support small business, but how can I continue to do so, when businesses do this to you and me, the bread and butter of their business? Small business is not just about opening the doors and customers (suckers) walk in and pay elevated prices for the same thing, they can get elsewhere, it’s about a smile, not ripping your customers off and making sure the place is clean.

I’m calling out the milkbar in New Street, Reservoir, I shall never darken your doors again, I would rather travel a further 1km and buy from the milkbar in Yarra Avenue, East Reservoir, they smile, the place is clean AND lo and behold, I’m NOT penalised for using EFTPOS.

I know the rules were changed to allow you to recoup costs for the use of EFTPOS, but guess what? A smart business person would bury that cost in the product cost, NOT bury excess profit in the product cost AND THEN charge to use EFTPOS as well.

While I’m on a rant, people who have a minimum EFTPOS charge, you too are doing yourself out of business, most people have less than $30 in their pocket at any one time and this is reducing all the time.

Get with the times and learn what running a small business is all about.

Once again Telstra left us without phones 30th May 2013 - Ongoing

I get a barely audible call from my husband last night at 7.30pm, advising me that the landlines aren't working (He was calling from his mobile)

I asked him to pull all the phones (3) from the phone jacks, he said it could wait until I got home. I got home at 10.30[m and was too tired by then. Phones weren';t working at midnight - I know that for a fact.

Phones still weren't working at 6.30am in the morning. Didn't have time to pull the phones, so thought I would wait until I get home.

Halfway through the day, I realise I can check to see if a there a fault, via a Telstra automated service without having to pull the phones from the walls.

I do the check and sure enough 'There is a problem at the exchange and we should have it fixed by 7pm'

I hang up, as my mobile was ringing and I figured it's only a machine

I call back and was pushed through to the automated service again, this time the message said 'There is an unidentified fault and it will be fixed as soon as we can'

(These two calls were only 5 minutes apart)

I hang on the line and speak to an operator (overseas of course) I explain the problem, asking for a diversion to my OTHER landline (THAT I PAY FOR BECAUSE OF THESE PROBLEMS) and she refused, would ONLY divert to a mobile! HUH? I've been diverting from one line to the other every time there is a fault and they have never refused to do it previously. She also advised that service would be rectified by the 3th June 2013

She was reading from some scripted lines and refusing to divert. I asked for the call identification number, advising the person on the other end of the phone that I would be informing the TIO. She didn't seem to care.

I placed an immediate fault report and non-assistance complaint with the TIO - It's not good enough that people can't call me and I can only call out once I am 10km away from home (mobile reception up here requires aerobics of the sort I can't do)

This all happened at about 12pm. I had been inc contact with the social media team on Twitter, who just told me to call the number I called, but as soon as I mentioned the unwillingness to help went to ground, even when I called them out on that - they refused to show their heads (probably for fear of having it knocked off)

I get home at 6pm and find that the phone is working - I recall the TIO complaint, they can't do anything now and I won't hear anything from Telstra - so here is the proof of what went on.

Telstra if you are reading this - the TIO complaint number 2013/05/18123 I noted the Telstra complaint number at work and it didn't carry across through on the TIO paperwork.

You know where to find me - you have all read this blog before. so call me - I have nothing to hide.

**PS - I never did disconnect the phones from the sockets, so the problem wasn't at my end (again)

Read previous history, over the last 15years :(  Telstra - History

No Telephones again Telstra, 22nd March 2013

Once again Telstra have excelled at the (non) excellence of providing a service I pay them to do………….

Thankfully I PAY (from my own pocket) for a secondary line into my premises, but no compensation for me to do that is there? Yet it's their cruddy service that forces me to do so.

My husband is currently using a chainsaw, ALONE…… Imagine if he had an accident? We don’t have very good mobile phone coverage up - so who do I call? (IF I can call)

See my problem?

 Telstra - enough is enough - the TIO will be hearing from me on Monday…….

 Your lose, your problem, you had better just hope no-one I know and care about suffers any sort of accident/illness/injury and I can't get help - because GOD HELP YOU - I WILL MAKE YOU PAY FOR IT THEN

 

Tonights text message

A reminder from Telstra: Our commitment to repair 0397** **** is by 26/03/2013 19:00.

Reckon it will happen OR will I get ANOTHER text message, advising of a further delay like last time?

See other incidents here

Telstra - the most recent incident was 27th February 2013

Phone services restored on the 26th March 2013.................. Until Next Time

No Telephones again Telstra, 21st Feburary 2013

(And my neighbour had his Gall bladder removed on Thursday)

Some might say this is irrelevant - Sorry it is - original diagnosis was a heart attack - he's 74 years old. A phone was needed that night………… see where this is going.

 I have checked some of the houses on the street, there are 11 houses on this street, 1 doesn’t possess a landline, 2 don't have working landlines, 1 I can’t check as they are not home and the other 2 I checked do have working lands. - so of the 5 houses I've checked, 2 don’t have working landlines, since AT LEAST the 21st February 2013.

The Telstra technicians have been crawling up and down the street (I know the name of technician BTW) Pits have pulled out and re-assembled, still no solution.

When I initially phoned in the non-working line (from my OTHER landline) that IS WORKING (that I pay for) I was told the problem is in the exchange, when the technician calls, he tells me it's MY fault and I will owe Telstra $120.00 for a call out fee.

Soon after I received a message (dated the 21.02.13) advising that services will be re-instated on the 25th February before 7pm……….. at 5pm on the 25th February, I receive a message, advising that my landline service will now NOT be restored until the 8th March 2013.

THAT'S 15 days WITHOUT A phone……….. (Lucky I pay for a separate line) so I haven’t lost phones completely. Mobiles don’t work very well up here. You certainly can't have a conversation.

My biggest concern at this time of year, besides health issues (as per opening paragraph) is bushfires, on the Monday the 18th February 2013, we were under DIRECT THREAT and 5km away from me was under a possible evacuation order, for fire to impact at 4am in the morning.

Besides that we have an arsonist in the area, who has lit numerous fires, and then there were lightning strikes last week, just over the other side of the hill.

I pay for a service that has not been functioning properly for a LONG time. Here is some memorable outages on the last 15 years http://itaintalwaysmylife.blogspot.com.au/2012/03/telstra-you-had-better-hope-no-one-dies.html

 So once again - god help Telstra if anything happens to the people I know and love because they have not been able to call out or I have not been able to call them in case of emergency.

 Services restored as at 27th Feburary, no notification from Telstra as at 5.11pm that service has been restored.

Update on Long-Term Issues with Telstra Service - Good News!

This week I received a phone call from a staff member within the Telstra Faults area. She had promised some weeks ago to pull the archived faults reports for my phone line. I really didn't expect to hear anything back. It wouldn’t be the first time!

Well I got a phone call!!!!!!!!!

I received the phone call and the caller, advised that yes, faults directly affecting my phone line over the past 10-15years was unacceptably high. I was advised that the delay in returning my call, was due to the fact that the Telstra employee wanted to ensure that works on the phone lines and exchange were completed before I was advised of such.

Things had previously improved slightly when we switched over from the old house to the new house and consequently by-passed the underground pit outside the property, but faults were still too common. We moved into the new house, on the same property in 2003. But even so, there were too many faults as outlined in these posts:-

27.11.09 I've Never Been So Scared (Not Telstra equipment fault)

13.11.10 How Many Faults and How Many Deaths?

16.11.10 Update on Telstra fault of 13th November 2010

17.11.10 Update No. 2 on Telstra fault of 13th November 2010

30.03.12 Most Recent Fault 2012

Noting that no posts have been made to any prior incidents, but the most memorable are listed in the post dated 30th March 2012.

I would just like to say thank-you the anonymous Telstra employee who actually did her job (Anon - to protect her identity) But thank-you, hopefully all will be rectified and I won't have to use that number written on the back of handset any longer (Fingers Crossed)

Thank-you Telstra for having an employee who cares!

The Federal Government is Broke and I am a Tax Cheat.

The 8th of February 2012, made me realise that the Federal Government really is hard up for money and that government employees have no idea how to perform their job let alone meet KPI's.

I received a letter dated the 8th February 2012, stating :"You may not be eligible for *********** tax refund that you claimed in 2009 and 2010 tax returns."

Claiming that I had not made payment application for benefit **** from Centrelink.

Hate to tell you ATO - but you were WRONG. I had claimed BOTH benefits, one had been accepted, the 2010 period in PAID July 2011 and the 2009 period was denied by Centrelink because Centrelink couldn't "data-match" with ATO records.

I resubmitted the Centrelink claim for benefit **** for the 2009 period and blindly waited for a response. Centrelink guidelines are 28 day turn-around. I advised ATO this was the case and sat back and waited (stupid me)

I re-entered the Centrelink office on the 21st March, they advised me that the claim was still being processed. I asked for a letter confirming this was the case, which I received and duly faxed off to the to Centrelink AND ATO data-matching team office. NO RESPONSE. Exert "As this matter is beyond my ability to solve. I just have to wait and consequently you will also have to wait. This also means that the adjustment to my tax return for the period 2009 can not be enforced until such time as Centrelink data-match information previously provided to them in July 2011."

On the 17th April, low and behold a revised assessment is received from the ATO claiming I owe them $1000. I duly send off ANOTHER letter to both the ATO and Centrelink. No response is received from either party. Exert: "As I have previously explained to you. Centrelink have failed to fulfil their end of the application, regarding benefit **** which was submitted to them on the 27th February 2012. I have now received an amended assessment, which I will not pay until Centrelink either pay or decline my application, which has been submitted. not once BUT twice for this period."

On the 19th April I decide enough is enough and submit a complaint to the Commonwealth Ombudsman. Low and behold within 48 hours I am talking to sane people from both the Ombudsman AND ATO (Not Centrelink)

At NO POINT IN time did ANYONE from Centrelink contact me to discuss this matter, even when escalated to the Commonwealth Ombudsman. NOT ONCE.

The ATO refuse to acknowledge they are wrong in applying a penalty, when evidence obviously shows doubt. They will only extend the payment due date, nothing else. But better than nothing I suppose.

On the 24th April 2012, (57 days after second application) a determination is made in my favour (as I knew it would be) and Centrelink have to pay me (as I knew would be the case.)

I then have to contact the ATO and advise them this is the case. Exert: "The stress you placed upon me was unacceptable and no-one was prepared to accept the fact that I am an honest law-abiding citizen. No wonder people dislike the ATO and staff face issues of verbal abuse, in relation to determinations that are incorrect. and force people to approach the Ombudsman to get things resolved."

The matter is now closed, but the fact that Centrelink did not contact me regarding ANY correspondence sent to them and ATO take 5 days to acknowledge fax or not at all in some cases, is deplorable.

My only conclusion in all of this, is that the Federal Government is broke and they are hoping the Little Mr and Mrs Smith, will just pay up and shut up and save the Government billions in benefits and reap illegal back payments.

Have you had a similar experience?

 My previous run-ins with Centrelink.

Social Security - September 2009
Social Security - Name and Shame - July 2011

**Centrelink finally called me on the 10th May 2012 at 5pm.........

Google is a dirty word

Once upon a time I had a Google Adwords account, well not that long ago, actually, the 16^th March 2012. Google Adsense decided that I had violated their rules by ‘posing a risk of generating invalid activity.'

You want to know what I did?

I published a funny email titled “Where did Piss Poor come From?” The email isn’t the problem, it’s the traffic it generates that is! About 700 hits a month, from the Stumble on Network which is a sharing site, blogs and news etc, from what I can determine.

It’s not StumbleOn’s fault. The fault lies squarely with the Google Adsense.

See I’d had that account since 2009 and was about $2.00 away from actually collecting my revenue...... a WHOLE $50.00 WHOOP WHOOP.

To me, it wasn’t revenue, either earned or unearned, Google Adwords, seems to allow complete garbage on some sites, and then screws down on others. I have 3 blogs and 1 website, all were connected to the same account. Suddenly all sites were without ‘income’ (Remember I don’t call it revenue.)

I believe the trigger was the fact I was ABOUT to collect MY $50 of UNEARNT Income.

Yes, INCOME. A silent earner, that I never thought I would actually see, but was amazed to slowly watch the total climb higher and higher.

I always knew I would never see a cent of anything. I mean we are talking about Google here, the same Google that just opened up in direct competition to Dropbox. But Google in their wisdom have decided that ANY file loaded onto THEIR network, becomes THEIR file.

See Google thinks they own the world. But public opinion, public demand and the need for privacy, dictates the world, NOT Google

A product is only a product if you pay for it – if you don’t pay for it – YOU ARE the PRODUCT.

Remember that, and remember that ANY company offering something for nothing, only has their best interests at heart, not yours.

I did try to appeal the decision, but remember Google think they own the world, doubtful they even bothered reading the appeal, hell just like them, I too was ‘just going through the processes’

So be warned, You are the product, if you haven’t paid for anything!

Telstra, You Had Better Hope No-One Dies, While You Can't Provide an Essential Service

This problem has been on going for 50 or more years (I've lived here for 15 years) and the previous owners (widow) had to walk down the road to report her husbands death because the telephone wasn't working AGAIN.

27.11.09 I've Never Been So Scared

13.11.10 How Many Faults and How Many Deaths?

16.11.10 Update on Telstra fault of 13th November 2010

17.11.10 Update No. 2 on Telstra fault of 13th November 2010

That's just the BIG memorable events on the last 3 years.......... There has been days where the phones don't work and I report and it's fixed without Telstra even telling me that it's fixed........ It's even feasible that the phone lines go down and I don't realise, if I get home late and the kids are with me and I have no need to talk to them.

2001 - Our boat was stolen and the police didn't believe me that we hadn't had phones for a one week.

November 2003 - The neighbours house was burgled and we hadn't had phones for two weeks.

January 2004 - I've been forced to go to work WITH my leg in plaster due to a broken leg, due to the bushfire risk (Remembering 2009 Black Saturday Fires were only 10  minutes or less from my front door)

I am FORCED out of my OWN pocket to pay for a separate line on the 'newer' network because Telstra CAN NOT or WILL NOT fix my main line and keep it fixed.

We CAN NOT rely on mobiles as the reception is patchy at the BEST OF TIMES :( it works if you hold one arm in the air, stand on ladder on one leg on top of the roof with your elbow touching the chimney. (joke) but I think you get my message.

We are 40km from the Melbourne CBD, and yet we can't get basic services, (including water) Power is also quite unreliable at times, including being 7 days without power ONCE in 15 years. But often we can lose power for 2-3 days at time, although recently this has improved. We still get many brown-outs

But back to telephones, I've rung 132200 (which is written in BIG letters on the back on phone) I've already unplugged the handsets (yet they STILL instruct me to do so) I repeat it's ALREADY DONE.

I wait 20 minutes and finally get a reference number from Telstra. I request the phone be diverted to the OTHER LINE THAT I PAY FOR OUT OF MY OWN POCKET because of Telstra's inability to provide a basic service.

I have my reference number with an estimated restore date of 4th April 2012. I have my phone diverted.

I THOUGHT I had my phone diverted, I only became aware it was INcorrectly diverted thanks to a Telstra technician, it turns out that the diversion number put in place WAS INCORRECT. Telstra OVERSEAS CALL-CENTRE can't even get THAT RIGHT.

Finally my diversion phone is working THAT I PAY FOR FROM MY OWN POCKET, THAT I SHOULDN'T HAVE TO IF TELSTRA DID THEIR JOB.

Did you know - I am first name basis with the phone technicians?

That's how OFTEN this happens

Telstra pull up your pants........................... because God help you if ANYONE I KNOW and care about dies because of your inability to rectify a 50 YEAR OLD FAULT

Service finally restored 3pm on Monday the 2nd April 2012

Mobile Phones, Telcos, Customer Loyalty and Failing Hardware #2

On the 10^th October 2011, I had the unfortunate need to write THIS POST http://itaintalwaysmylife.blogspot.com/2011/10/mobile-phones-telcos-customer-loyalty.html due to Optus’s inability to solve simple customer questions.

On the 9^th December I spent a further 2 hours on the phone to Optus Support, regarding handset that wouldn’t stop ringing. Literally. The phone (Nokia X7) was stuck in some sort of loop, even with the SIM card and Memory card removed, the bloody thing rang for nearly 20 minutes before I managed to somehow turn the phone off. (You can’t remove the battery because it’s an all in one unit). Keeping in mind I was driving ALONG a freeway at the time and normally the bluetooth picks up. Handsfree.

As soon as I reached a landline I called Optus help and again offered numerous handsets, this time, the operator attempted to answer my questions, which did surprise me, completely different approach, I was pleasantly surprised. The only problem was………….. NOT ONE handset could do the 3 things that were/are and will continue to be ESSENTIAL for my day to day operations. Which are sync with Outlook (offline), tether to a laptop, and make phone calls. Not anything terribly complicated.

90% of handsets available to Optus Customers with faulty handsets are NOT SMART PHONES and 100% of handsets WON’T do everything that I require. This surprises me greatly. So I ran a short survey on Twitter, which revealed that 86% of people used and operated a smart phone. Number of participants was 43 people.

So own a ‘smart phone’ and need a replacement whilst yours goes back for ‘repairs’ (software upgrades) DO NOT EXPECT to get what you pay for.

I have to admit that Optus DID handle this query FAR better than previously, BUT it is still appalling that a majority of Optus network users, USE smart phones and yet Optus DO NOT provide a smart phone as a ‘loan’ phone in the interim.

My problems so far with my Nokia X7 have been:-

.Looping/ringing handset that you can’t stop
.The unit asking for USB cable to disconnected, when it is not connected
.’Connection Error’ when attempting to make outgoing calls
.Phone ‘freezing' which required the intervention of an Optus Employee, who was unable to tell me what he did to ‘unfreeze it’ (Chadstone Store)
.Unable to connect to Android Market (probably my fault) but no help guide can solve the problem.
.Phone not always recognised when connected to PC for sync/upload/download.

And NO - I DO NOT want an Apple iPhone, I do not want to use Apple iTunes, I dislike Apple products, I dislike iTunes ability to wipe things when it feels like it, I dislike numerous personal security issues that arise with the use of Apple Products (and no doubt Nokia as well). and look what happened Friday 9th/Saturday 10th December with Telstra Bigpond.

I am currently waiting for Optus to send a 'post pack' for the return of the 'faulty' phone and no doubt, they will find nothing wrong with it and in the interim I have to put up with a sub-standard issue 'loan' phone, which won't do what I NEED  until I get my phone back. A lose lose situation if you ask me!

Mobile Phones, Telcos, Customer Loyalty and Failing Hardware

I have been an Optus Customer since the good old days of analogue.

I have had very few problems, the odd billing issue, but never a hardware failure, never have I broken contract, never have I lost a phone, never have I asked for favours.

I have ALWAYS had 2 year contract and within 6 months of the contract expiring I ALWAYS get a new phone with a NEW 2 year contract.

For the last 2-3 months my phone has been playing up, calls drop out, the phone restarts for no reason what-so-ever and within the last week the phone won’t tether to my laptop…….. which is a real issue as I use this feature often for work.

Today I dropped past an Optus Store (Franchise) and asked if there was anything they could do for me. They said no – you break contract it will cost $404 to get a new handset. I said surely 15 years counts for something and they said there is nothing we can do, you have to call Optus customer service.

 So I call Optus customer service and after a 20 min phone call, I am advised that Optus will drop the $404 penalty to $250 and I can get a new handset. I started push I mean I’ve been a loyal customer for 15 years, doesn’t that count FOR SOMETHING?

I was then advised that I could receive a ‘loan’ handset until the end of contract. I immediately asked what sort of handset….. Various brands and models were rattled off, but when I started asking would it seamlessly sync all my details without 3^rd party software or would the handset tether wirelessly to my laptop….. The answer was unknown.

I said seriously – I’ve been a customer of Optus for 15 years and you can’t just get me a new contract and handset and forget about the old? I was advised that the call taker had gone to her ‘limit’. Keeping in mind it’s now 20 minutes into a service call, that even though I’m with Optus I have to pay for…..

I started to realise I was talking to a brick wall.

15 years means nothing, customer loyalty means nothing and even when I used the “I’ll go to another provider” line, they seriously didn’t seem to care.

I’ve got 2 months left (before I get an early release) on my contract before I’m issued with a new handset… I’m going to sit the remainder of the 5 months of THIS contract out and seriously consider switching to Telstra (Other providers are no good where I live) And now that Telstra has ‘memo’ (a one to one answering service) just like Optus’s ‘Surepage’ There is nothing holding me back.

I’ve essentially been given ‘The Finger” and told my money, my loyalty and 15 years of service means nothing.

So might as well behave as though that is the case.

Centrelink – Name and Shame

I persisted with the Centrelink applications, even though I tried 2 years ago and felt like I was being treated dirt.

Previously I’ve been denied assistance because of their attitude and being in the fragile state I was, I couldn’t afford the knock-down of dealing with more garbage in my life by following up forms etc.

3 weeks ago I went back to the same office and I was told (word for word) “It’s your fault” “Don’t blame us”, “If you don’t apply we won’t give you money” “We don’t care if you don’t have any money”

These were just SOME of the insults thrown at me from ONE person. I was also told I need financial counseling.

I was also told to seek emotional counselling.

I knew it was going to be bad – but I didn’t think applying for family payments would be so soul destroying, demoralising and make me feel like killing myself. For 24 hours prior I felt sick knowing I would have to face ‘those’ people again.

I had some forms thrown at me, and told to fill them in, come back when you’ve completed them and if they’re not completed in full, we have the right to reject them.

This occurred at the Epping, Victoria Centrelink office and I felt physically sick both before and after.

I confided in a girlfriend and she was aghast that people could treat me like that.

She took me under her wing and we went to a different office the following week. Talk about chalk and cheese.

The new office even had me applying for things that I’m fully entitled to and yet Epping didn’t even offer, (let alone check my circumstances) for any other supplementary income.

My girlfriend was appalled and so was the new Centrelink office, both advised that I make a complaint against the Epping Centrelink office, which I have just done, This isn’t a once off with me with that office. The 3 times in 10 years I’ve been to that office, I’ve had 3 bad experiences. And yet the ‘new’ office was a complete change and the attitude of staff was amazing, They didn’t see me as a leech – they saw me as a person.

So if you deal with Centrelink, perhaps take some Valium and pray that you get a good office with good people.

Discussion between a Husband and Wife about #DearGerry

Sitting at the dining room table, discussing Harvey Norman

Wife – “Did you hear about the fuss Harvey Norman is making about internet purchases?”
Husband “Yeah, he just wants everyone to pay GST.”
Wife – “Even if people pay GST, it’s still cheaper than buying on-shore mostly. His real argument is no-one should buy off-shore”
Husband – “No, that’s not what he wants, he just wants people to pay GST”
Wife – “No, he doesn’t want people to buy anything offshore, even if they do pay GST. He’s claims that Australian Jobs are being lost, because people are buying off shore.”
Husband – “No, he just wants people to pay GST”
Wife – “Even with the GST, it’s cheaper for me to bypass the likes of Harvey Norman and buy offshore. If Harvey Norman was so worried about Australian Jobs, he’d stock mostly Australian Made products. Instead he sources as much product as possible from overseas, as cheap as possible. Doing exactly what I’m doing, only difference is he has buying power, I have none.”
Husband – “Oh”

**Disclaimer - Any resemblance to real persons, living or dead, is purely coincidental.

Cussons - (Morning Fresh) Fail at Customer Service (Twice)

You’ve all seen the type of thing I’m talking about. Fill in your details, agree to the terms and conditions, with the promise of free product straight to your door.

Often there is are a few questions to answer and you ALWAYS have to agree to the Terms and Conditions and supply an email address for further marketing purposes. I always say no, as is my right.

We’ve purchased a single drawer Fisher and Paykel dishwasher, inside said item was a card offered “One Month Free Trial” of morning fresh Dishdrawer tabs (Value $7.49) Noting that promotion is being run by Cussons Holdings (manufacturers of Morning Fresh Washing Detergents)

I did what was required of me and when I pressed enter, this is what I was presented with (note the red writing, bottom right hand corner) Apparently “according to our records, this unique code QXXXXXX has expired”


(identifiying details removed)

So let’s re-cap, dishdrawer purchased, contained promotional material with Redemption closing date of 11.59pm AEDST 28th February 2011.

My question is how often does this happen and how many times do people just let it ride?

I’m sick of being the nice guy. Now going to pick up the phone and ring the number for www.morningfresh.com.au FAQ’s tab and see what response I get.

And I go through the button pushing stage and get disconnected without speaking to anyone.

Congratulations Cussons – you lose on two counts

When is a retail store sale not a sale?

The retail sector has been complaining for months that sales are not what they expected, not as good as what they should be, people aren’t spending money like they used to.

Retailers are complaining that people are shopping online, rather than going to bricks and mortar stores.

Of course people aren’t. They are sick of being lied to, they are sick of being treated like idiots, they are sick of just being seen as a cash cow.

I had the displeasure of going into a shopping centre Wednesday the 29th December 2010, looking for nothing in particular, just to pick up some essentials and get the hell out of there.

The two retails stores I did have the displeasure of entering, both had misleading advertising, one far worse than the other, You tell me, which you think is more misleading:-

Store Number 1 – Signs on window indicate 40% off ALL stock (small print, excluding items already marked down)
Turns out 90% of items were already marked down, so no savings to be had there, and the stuff that was on special was not to my liking, nor I bet the majority of shoppers who visited the store.
Thanks Colorado – I mean 40% is meant to be 40% of majority not minority.

Store number 2 – when is 32 inches only 31.5 inches? - when you are JB Hi-Fi
Check it out



I’m sorry – but I have this ‘thing’ about honesty, integrity and truthfulness in advertising. And these two examples just prove that I’m only a cash cow and nothing more in retailers eyes.

Learn from the masses, we don’t want lies, we don’t want to be treated like idiots, we just want what is right, what is truthful and honest. We want the best price without having to haggle, we want service, we want to be acknowledged when we enter anything other than a large department store.

Make the advertising real and employ more staff, you might find we will spend more money

Yes it happened to me at a Pacific Shopping Centre

Some time back, I had an accident, an accident that wasn’t my fault, an accident that humiliated me, an accident that that made me realize, shopping centre management really don’t care.

The event:-

I went shopping, shopping at a shopping centre that has P2 parking (disability parking) near the front door, a P2 sticker means that I can walk – just not brilliantly, I prefer this shopping centre, simply because of the parking. Means I don’t have to come out of the shopping centre and wonder how the hell am I going to get back to my car?

From memory I had to get something for my daughter and consequently she was with me, I wasn’t having a good day, which means that walking was not a pleasant experience, but sometimes a girl’s got to do what a girl’s got to do, which meant going shopping, even though I knew it wasn’t going to be an easy excursion.

Now, those of you that require a walking aid, probably know that shopping centre floors are the worst to walk on for any length of time, you are forced to change your gait to stay upright because the floors are so slippery.

Now what gets me is that if you want a gopher or a wheelchair, you have to get into the shopping centre, but not just near a doorway – Centre Management Help Desks always seem to be placed in the middle of the shopping centre, great for shoppers, but not so good for those that aren’t too good on their feet. The last time I took a gopher out, I had to call centre management to come and get it because the bloody thing had run out of charge.

There were no gophers available for use, there were wheelchairs, but surely I’m not that crippled, well I like to think so – hell I can walk most days, sometimes with no stick, sometimes with a stick and rarely do I need to pull out the crutches. So I figure I can walk.

Shopping Centres are designed to make you walk from one end to the other and view all the garbage in between, the two shops we were interested in were at opposite ends of the shopping centre (of course) so a quicker way (and also better walking surface) is go out one door, and in through another, via the carpark, and you can cut a good 500m off the distance needing to be travelled.

So my daughter and I exit one door, walk maybe 20metres or so, and I go head over tit. Don’t look at me like that, there was a bloody trench, that had been back-filled with tar and had left a depression, no warnings, nothing and I’ve fallen over it.

Handbag is broken, my newish pants have a hole in them, both my palms are skun, but you know the worst thing? I couldn’t bloody walk. I’d jarred the non-union facture in my leg. My daughter gets me back to the entrance and sits me down. Rushes off to the ‘help’ desk to get someone to help me/her.

Time passes, I don’t know how long, my daughter appears with a security guard, who’s pushing a wheel chair. I just wanted to get back to the car. I was in pain, I was embarrassed, I was upset. They took my details, or perhaps my daughter gave them, I don’t honestly recall.

2 days later I receive a phone call, the caller identified themselves and asks how I was I said okay, stiff and sore, I have to buy another handbag, I’ve ruined my pants.

I suppose I was still upset……. Anyway the thing that hurt the most besides the physical pain and the embarrassment, were the words that came next……. What do YOU want? (I still remember the words and the tone of the caller.) I realized then, they expected me to sue. Perhaps I should have, but I’m too nice, too busy whatever excuse you want to use. That’s me.

“What do YOU want?” It made me feel 2inches tall, it made me feel like I was trying to hold them to ransom, it made me feel dirty. They could have offered me something, but I should not have had to set my demands in front of them (not that I had any) I felt like they viewed me as bottom feeding scum. Sure I walk with a stick, sure I was in the carpark (that other people walked through) But ……… to make me feel like I was holding them to ransom? I felt so dirty.

My money is the same colour as everyone elses, and without me there would be no you.

The Tourism industry and those in the Tourist Industry

I’ve just come back from 10 days on the road. I wasn’t surprised at the attitude of some operators, both in food outlets and accommodation and other areas associated with the tourism industry.

Some examples:-
Example 1:- End of a row of shops, not far from the main centre of activity, but far enough away that business ‘may’ be affected. A fish and chip shop, empty at 5pm in a well-known tourist town. I was going to order some dinner as we had just arrived in town. I walked in and walked straight back out. The reason? The small packets of tomato sauce and tar-tare sauce, individually priced at $0.50 EACH. The accepted cost is $0.20.
FAIL

Example 2:- A National Park, ticket fee applies, the operator could see I was having trouble walking (I had crutches) he offered to get the gates opened to allow vehicle access closer to the area we wanted to visit.
WIN

Example 3:- Caravan Park, in a tourist only town (pop. 400) The town lives for tourism and fishing. In fact 2 caravan parks and multiple B&B’s and motels and 1 hotel. Again tourists are the main income for many businesses in this town. The caravan park operator closes the office at 6pm, by comparison most operators don’t close their doors until 8pm (as many people don’t decide until near on dark to settle for the night) Operator was quite put out that we knocked on the door to get a lighter for their BBQ that wasn’t working without a gas stove lighter.
Same operator different day (most parks are keypad in/out) the operator had changed the codes and failed to notify us this was the case. We went to exit at 10pm to go fishing, only to find we couldn’t leave. We rang the park owner/manager as there was no-one in attendance at the residence, only to be verbally abused for doing so. The conversation took 15 minutes and the whole time the verbal tirade was disgusting. We are the PAYING customer and should be treated as such.
(The operator DID apologise the following morning) but it was too late for us – we won’t be returning.
FAIL

If you work or earn an income from visitors to your town, area, establishment or accommodation, you MUST be polite. I know ‘tourists’ can be painful, I know they can be demanding, but keep in mind bad word travels 10 times quicker than good.

We’ve already warned 2 people off that caravan park, and no doubt they will warn others.

I grew up in a tourist town, with my parents income derived from so-called tourists. Those tourists put food on the table and clothes on my back. You never know who will be the next ‘tourist’ through your town and they could make or break you.

Don’t think there are always others, yes there are – but they will only come once and never darken your doorstep again. Be polite and encourage return custom, people will go out of their way to re-visit old haunts just to see a smiling face.

PS – some of the people who came through my parents’ establishment, did so for 20 years and then the children came.

EFTPOS usage – do you spend more money without cash?

Oh boy, here we go again, another blog post because of another interesting conversation. Why does this happen to me?

Someone made the comment they spend less if they use EFTPOS only. I disagree and the banking system disagrees with me also.

Let’s go back to the start of the use of EFTPOS. The banks and government wanted it introduced to reduce the cost of money handling. Yes handing money costs money, the damaged bills need to be sorted and destroyed. Coins need to be counted and damaged ones recycled. Tellers needed to be present in the bank to receive and distribute said money. See the cycle? It all costs money. So the businesses of the world thought that removing cash would remove the cost of the handling.

ATM’s became a common sight in the Streets of Melbourne in the early to mid 1980’s. The Commonwealth Bank Branch at the corner of Bourke and Russell Street installed theirs in 1986. People were quite confused by it, a staff member was rostered on to handle the number of queries raised in relation to it.

We all know how an ATM works, so no need to cover the ins and outs. People were encouraged by banking institutions to get a plastic card and a PIN number and use the machine in preference to using a teller inside the bank. The bank could see the financial benefit in reducing tellers and pushed hard for people to set up new style accounts and move people away from passbook style accounts. They did this using a variety of methods, from reducing passbook account interest rates, to penalizing people for using tellers with a fee per use charge.

Eventually ATM/EFTPOS usage became the norm rather than the abnormal.

The problem with this is that people actually forget how much they are spending on the plastic, be it their money or on credit. They honestly have no idea where the money goes.

The banks now ‘sell’ EFTPOS machine to retailers with recommendations like:-
“Typically customers will spend more with EFTPOS payments than when using cash, giving you the opportunity to maximise sales revenue”
“and your customers will be able to spend more and make more impulse purchases because they're not limited by the cash they're carrying with them.”

Now as a user, you should be made aware of the following:-
•Getting cash out at the same time you’re paying for goods using EFTPOS is a budget-friendly way to transact. The two transactions are only counted as one by your bank, so you pay a single fee instead of two.
•There are no fees for using cash, and you can't get into debt as easily using cash as you can with a credit card... but at the end of the month a credit card will allow you to see (and remember) where you spent your money. Cash does not (on it's own) have this same advantage
•It's easier to track spending using a card, where each purchase is recorded, than it is with cash for this reason.
•It’s easier to impulse buy when you don’t actually handle the cash. With the push a few buttons the money is gone.

Some people are really good with spending (or not spending) money, others……. Well……… they don’t manage as well.

I can be a bit of both, they do say that nothing beats a good shopping binge to brighten ones mood!

As a re-cap we have the banks pushing to retailers the benefits of a ‘cashless’ society where the customer will spend more, because they can’t handle and therefore miss the cash.
We have the banks pushing customers away with fee for use banking, where using a teller, sees some customer penalized.
We have the banks reducing interest rates on passbook accounts, to push people towards electronic banking.
We have banks removing face-to-face service in an attempt to force people onto electronic banking

Some retailers have shied away from using EFTPOS, some because they are wary of the fees, some discourage its usage by charging extra fees for each transaction or setting a minimum transaction costs and the customer sees no perceived benefit with either. Some retailers avoid EFTPOS because they perceive it all to be too hard. The benefits to retailers of using EFTPOS actually outweigh the inconvenience of not having EFTPOS. There is less cash to be counted at the end of the day, fewer trips to the bank, reduces the risk of theft, reduces the risk of burglary or armed hold-up.

As a consumer you need to be aware that you will spend more hard-earned money if you can’t actually pass the money over the counter. The risk of fraud is increasing with the number of compromised ATM’s and EFTPOS terminals. There is nothing more embarrassing than being caught with no cash, and no money in your account.

Personally I love electronic banking, saves me time, I can bank and pay my bills at anytime without concern for when the banks are or are not open. I can control my cash flow by withdrawing a small amount with each EFTPOS transaction and use that cash for smaller transaction, like coffee and similar.

Everyone is different and everyone has different needs. Some people can budget, some cannot. Life would be pretty boring if we were all the same.

Credit Cards are a completely issue and I won’t even touch on them. That one’s WAY too complicated for me, suffice to say yes I do have a credit card and I do use it, but sparingly and with balance paid off each month

Timely Customer Service Equals YOUR Money Ralph

I have a small site - that is hosted on small servers, with supposed AU based support. I know previously it was AU based - I had the owner's mobile number. Anyway - times change.

I had a query about the hosting and about what I could and could not do with 2 of the 5 sites I have with this company - So I sent an email:-

Reply-To: "Soon to be disgruntled customer"
From: "Soon to be disgruntled customer"
To:
Subject: my site.info
Date: Sat, 27 Feb 2010 00:24:09 +1100

Hi

I operate my site.info - I think renewed in March - I'm also Contact for Clients site (At least I was) and they are (or were) on your servers.

Can I swap it out for another domain? - or do I have to open 2nd hosting plan?

Please advise - would like to point DNS this weekend if we can get everything sorted out for a book launch on Monday (I know late)

Please advise

Thanks

Soon to be disgruntled customer
(use email as out of range of mobile and it 12.30am here now!)

I sent another email 2 days later after not receiving a response, even though the site hosting admin claim they offer 24/7 support. here is the second email:-

Reply-To: "Soon to be disgruntled customer"
From: "Soon to be disgruntled customer"
To:
Subject: further to my email of the 27.02.10 at 00.24hrs
Date: Mon, 1 Mar 2010 19:56:57 +1100

We can be reached 24/7 via E-mail to answer all of your support related needs. We can be reached at the following...

Hi

I was just wondering what 24/7 means? - I live on earth and 24/7 implies
that I am able to contact someone AT THE COMPANY THAT HOSTS MY SITE and several others that I am responsible for.

I was looking for more hosting - but it would seem that we are on two totally different planets.

Maybe my money is a different colour?

I haven’t done anything wrong - always paid my bills on time, what do I have to do to actually make contact with someone?

Thank-you
Soon to be disgruntled customer

PS here is the email of the 27.02.10 00.24hrs

Hi

I operate my site.info - I think renewed in march - I'm also contact for Clients site (At least I was) and they are (or were) on your servers.

Can I swap it out for another domain? - or do I have to open 2nd hosting plan?

Please advise - would like to point DNS this weekend if we can get everything sorted out for a book launch on Monday (I know late)

Please advise

Thanks

Soon to be disgruntled customer
(use email as out of range of mobile and it 12.30am here now!)

On the 3rd March 2010 - my credit card receives what I consider to be an unauthorised transaction. But then a series of unfortunate events occur - which delay my enquiring about the unauthorised charge. In fact these events keep me tied up for almost 2 weeks, during which time I do not give the matter a second thought.

Noting that I have not heard anything from this supposed 'company' for 18 days, I then out of the blue receive this email:-

Date: Mon, Mar 15, 2010 at 6:33 PM
Subject: [#VWB-596984]: Contact Form - Hosting
To: edenxxxxxxxxxxxx.gmail.com


Thank you for your interest in our services. There is no contract and you are free to cancel at anytime.

Please let us know if you have any other questions.

Thank you,
Cool Handle

Ticket Details
===================
Ticket ID: VWB-596984
Department: Pre-Sales
Priority: Low
Status: Pending

To which I respond:-

From: Soon to be disgruntled customer
Date: Mon, Mar 15, 2010 at 8:24 PM
Subject: Re: [#VWB-596984]: Contact Form - Hosting
To: sales@coolhandle.com


It would be really nice if you answered your emails in a timely fashion - considering you claim 24/7 site support

Doesn’t matter - as soon as I receive my credit card statement - you'll be in for a surprise - or maybe earlier

Thanks for NOT helping - I will be removing 2-3 sites (minimum from your servers) due to your poor response time and poor service

Thank-you

Soon to be disgruntled customer
Phone number deleted

What seems to be minutes later the following emails shot backwards and forwards over a period of 30 minutes in total

From: Cool Handle
Date: Tue, Mar 16, 2010 at 5:24 AM
Subject: [#VWB-596984]: Contact Form - Hosting
To: edenxxxxxxxxxxxx.gmail.com


Soon to be disgruntled customer,

What websites do you have with us? If you wish to cancel, please follow our procedure.

We are sorry that you want to cancel your account. In order to best serve you, please submit your request from the following form:

https://www.coolhandle.com/cancelation.php

Due to security reasons, we will not terminate account without the cancellation form being submitted with the proper information. We cannot except your cancelation request by any other method except for this cancelation form.

Please note that applicable any refunds will be based on our refund policy and our terms of service. For details regarding our terms of service, please review the following page:

http://www.coolhandle.com/company/legal/terms-of-service/

Thank you,
Cool Handle

Ticket Details
===================
Ticket ID: VWB-596984
Department: Pre-Sales
Priority: Low
Status: Pending

and then I sent this one in response to the above:-

From: Soon to be disgruntled customer
Date: Tue, Mar 16, 2010 at 6:58 AM
Subject: Re: [#VWB-596984]: Contact Form - Hosting
To: sales@coolhandle.com


I can just repoint the DNS - I am not an idiot - although you seem to think I am

Without authority OR warning - you debit my credit card and consequently I'm rather pissed and you have failed to address ANY OF the issues I've raised

If you had bothered to read your emails - you would already have this information


Soon to be disgruntled customer
Phone number deleted

and then the reply from the hosting service was:-

From: Peter D.
Date: Tue, Mar 16, 2010 at 7:02 AM
Subject: [#VWB-596984]: Contact Form - Hosting
To: edenxxxxxxxxxxxx.gmail.com


Hello,

Thank you for contacting support.

We do apologise for the frustration you are experiencing, and regret losing you as a client. You can simply repoint the DNS if you wish, yes, and that would point all traffic to your domain name to whatever host you choose. However, unless you cancel your account with us, using the forms provided, your account will remain active with us, and you will continue to be billed accordingly.

Again, we regret losing your business, and apologise for the difficulties you have experienced.

Thank you
Thank you,
Peter D.
Cool Handle Hosting

Ticket Details
===================
Ticket ID: VWB-596984
Department: Pre-Sales
Priority: Low
Status: Open

and then my reply - I am very frustrated at this time - they have failed to respond OR answer any question NOR have they answered anything in a timely manner or even attempt to address the issues at the heart of the problem

From: Soon to be disgruntled customer
Date: Tue, Mar 16, 2010 at 7:11 AM
Subject: Re: [#VWB-596984]: Contact Form - Hosting
To: sales@coolhandle.com


um - no I won’t as I can STOP it simply by informing the bank that you have accessed my details WITHOUT my authority - failed to supply a Tax invoice, failed to supply an ABN as is required by Australian Tax Law

Need I go on?

You have failed miserably and you know what makes it worse? - You think you are right

I have been with you(and previous owner) for over 4 years and this is how you treat an old, no problems customer?

I pity those that follow in my footsteps.

Soon to be disgruntled customer
Phone number deleted

and then the piece da resistance - when I point out that they have failed to abide by Australian Law and Australian Tax Law and even Australian banking Law

From: Cool Handle
Date: Tue, Mar 16, 2010 at 7:12 AM
Subject: [#VWB-596984]: Contact Form - Hosting
To: edenxxxxxxxxxxxx.gmail.com


I wanted to see if you have any further questions or comments regarding this issue. Please contact us if you have any other questions, otherwise you do not need to respond.

Thank you,
Cool Handle
Ticket Details
===================
Ticket ID: VWB-596984
Department: Pre-Sales
Priority: Low
Status: Pending

I'm the first to admit in this instance I MAY have been able to handle it better - but you would think they would read their emails BEFORE responding, particularly if the customer has already refered to previous emails and problems.

I am now in the market for new hosting for a minimum of 2 sites, that a low hit, steady sites, hell we don't even access the cPanel, simply because there is no need to do so most of the time and I keep nothing on the servers.

The sort of clients you should be happy to have!