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Choptus

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Jun 29th, 2012
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  1. Thank you for chatting with Optus. Here is the copy of your recent chat that you requested. Please do not reply to this e-mail as this address is not monitored.
  2. General Info
  3. Chat start time ***** *****, ***** *****:*****:***** PM EST
  4. Chat end time ***** *****, ***** *****:*****:***** PM EST
  5. Duration (actual chatting time) *****:*****:*****
  6. Operator Francis
  7. Chat Transcript
  8. info: Thank you for choosing Optus. An Optus Online Sales Rep will be with you shortly.
  9. info: You are now chatting with Augustus. Please note that all chats will be recorded and monitored for training purposes with the option for you to request a copy of the transcript at the end of the chat. How can I help you?
  10. Augustus: Hi my name is Augustus, can I help you with your Sales Enquiry?
  11. you: Yes you were speaking to me earlier and passed me on to khatie
  12. Augustus: OKay!
  13. you: my order had not been placed correctly.
  14. Augustus: In this case, you can order it again.
  15. you: so to speed up things and not have to re-explain things again, it would be appreciated if I could be forwarded to &#*****;khatie&#*****; again.
  16. Augustus: I will help you with the right procedure.
  17. Augustus: I will help you with that.
  18. Augustus: You can click on &#*****;I Agree&#*****; and
  19. Augustus: * You can click on &#*****;I Agree&#*****; and &#*****;Checkout&#*****;.
  20. Augustus: Enter your details and proceed.
  21. Augustus: I will standby, in case you face any difficulties , let me know .
  22. you: I would strongly suggest that you read what I have written.
  23. you: instead of attempting to push me to proceed with the order that was misplaced on the *****/*****
  24. you: ...and require me to have to wait yet again with no guarantee that the order will fail again
  25. you: so again, forward me to &#*****;khatie&#*****; to take care of my order as she knows the relevant details
  26. Augustus: I will confirm it to you once you have placed the order.
  27. Augustus: I assure that.
  28. Augustus: So that you don&#*****;t face the same problem again.
  29. you: i&#*****;ll ask one more time before I take a copy of this chat and email it to complaints. Forward me to the person I had asked for who had knows the relevant details of what happened.
  30. Augustus: Stay online while I transfer this chat.
  31. you: thankyou.
  32.  
  33. info: Please wait while I transfer you to an operator at Optus-Consumer-Service.
  34. info: Thank you for choosing Optus. Please wait for an Optus Representative to respond. You are currently number ***** in the queue. You should be connected to an agent in approximately ***** minutes.
  35. info: Thank you for choosing Optus. Please wait for an Optus Representative to respond. You are currently number ***** in the queue. You should be connected to an agent in approximately ***** minutes.
  36. info: You are now chatting with &#*****;Tamara&#*****; at Optus-Consumer-Service.
  37. Tamara: Hi
  38. you: good morning
  39. you: I was previously speaking with a &#*****;Khatie&#*****;
  40. you: is that person available?
  41. Tamara: No, but i will bring up her chat. Won&#*****;t be a moment while i read over it.
  42. you: i&#*****;ll give you the details
  43.  
  44. you: Name: x x
  45. you: DOB: *****/*****/*****
  46. you: Address ***** x x
  47. you: Number: *****
  48. Tamara: Thanks so much for those details. I’ll just be a few minutes while I look into this for you. Is that ok?
  49. you: okay
  50. Tamara: Thanks
  51. Tamara: Ok, i have just read over her notes. It was in relation to signing up for the Samsung Galaxy and the free months?
  52. you: that is correct.
  53. Tamara: Ok, and what she going to place the order for you?
  54. you: That is correct.
  55. you: Now, I have calmed down slightly I would prefer that for the compensation of having the order not placed and being informed that it was placed and provided an incorrect number. That an extra month on top of the two months free that I was signing up for initially will convince me to sign up for another ***** month contract and deal with the wait yet ag ain.
  56. Tamara: Ok, let me see if i can do that for you.
  57. you: thankyou.
  58. Tamara: Thats ok.
  59. Tamara: Ok, Khatie has not yet placed the order yet for you.
  60. Tamara: I can get someone to place the order now with you and honour the ***** free months but i am not able to offer a ***** free month i&#*****;m sorry.
  61. you: fair enough but I want assurances (despite getting the same last time) that the order is placed and that the ***** month free is honoured
  62. Tamara: Of course. Let me get someone from sales now, they will be able to see my chat transcript and i will advise them of what we need done.
  63. info: Please wait while I transfer you to an operator at Optus-Consumer-Sales.
  64. info: All of our Optus Online Sales Reps are currently in chat sessions. But please stay online, someone will be with you shortly.
  65. info: All of our Optus Online Sales Reps are currently in chat sessions. But please stay online, someone will be with you shortly.
  66. info: You are now chatting with &#*****;Debra&#*****; at Optus-Consumer-Sales.
  67. Debra: Hi my name is Debra, can I help you with your Sales Enquiry?
  68. you: yes
  69. Debra: How can I assist you today?
  70. you: are you able to see a chat log?
  71. you: I was previously speaking with &#*****;Tamara&#*****;
  72. you: and before that &#*****;khatie&#*****;
  73. Debra: Let me check.
  74. Debra: I&#*****;m not able to find the &#*****;khatie&#*****; transcript details.
  75. you: I can forward you an email of the transcript if you wish
  76. Debra: Okay, just copy paste the transcript of Khatie&#*****;s so that I can go through it.
  77. you: Augustus: Hi my name is Augustus, can I help you with your Sales Enquiry?you: I placed an order for a S***** on the *****st of May.you: this was with assistance with someone on the online chatAugustus: Ok okay!you: that was done, fine. I hadn&#*****;#*****;t heard anything so last week I went on webchat again to find out what the deal isyou: i was given a reference number which I have found out this morning was wrongyou: and no order associated with my number.you: So I am very very displeasedAugustus: Did you get any reference number? you: I&#*****;#*****;ve spent half an hour on the phone this morning chasing up an order that apparently has not been placedyou: yes i haveyou: ***** is the number i was initially givenyou: my phone number is *****you: name x x, *****/*****/*****. ***** x xAugustus: When you called what did they say? you: When I called this morning they said they were unable to find any record of any phone ordered associated with that phone number or reference numberyou: I spoke to someone at sales then was placed through to soemone at online sales then placed through to the delivery sectionyou: all of which were unable to find any order or deliveryAugustus: Let me transfer this chat to the service team, they will check and inform you. you: very wellAugustus: Stay online, while I transfer this chat. info: Please wait while I transfer you to an operator at Optus-Consumer-Service.info: You are now chatting with &#*****;#*****;Khatie&#*****;#*****; at Optus-Consumer-Service.Khatie: Hi there! Welcome to Optus Web Chat. How can I help you today?you: yes i placed an order for an s***** on the *****/*****/*****you: i&#*****;#*****;ve spoken to online chat last week who were initially unable to find an order but gave me the number ***** and told me to check the optus.messengerpostcouriers.com.au site to see updatesyou: my phone number is *****you: name: x x, *****/*****/***** ***** x x streetKhatie: Thank you. Let me have a lookyou: now this morning i&#*****;#*****;ve spoken on the phone to sales then was placed through to online sales then the delivery sectionyou: none of which could find the orderyou: So now I&#*****;#*****;m extremely displeased that I&#*****;#*****;ve been waiting since the *****/***** for something that never was coming.Khatie: Thanks so much for those details. I’ll just be a few minutes while I look into this for you. Is that ok?you: sureKhatie: thank youKhatie: Thank you for waiting, I checked the account and unable to retrieve the order.Khatie: I&#*****;#*****;ll call the Deliveries Team for youyou: i&#*****;#*****;ve already spoken to the deliveries teamKhatie: What did they advise you?you: to speak to someone on the webpage and that they were unable to find the orderyou: the order number i was given was apparently for something in ***** unrelated to meKhatie: I checked the order number, ***** and it is for someone else accountyou: yes, i now know that. Which begs the question why I was given that reference number previouslyyou: i was assured that my order had been placed and was in the systemKhatie: Was that given to you after the order was placed?you: it was given to me after i enquired where my order was up toyou: last weekKhatie: I checked the order details and the order was made for the number *****you: So now i&#*****;#*****;ve placed an order online, waited for no reason at all because it wasn&#*****;#*****;t actually in the system. I&#*****;#*****;ve had it apparently confirmed and given a reference number but that was not the caseKhatie: And not to the *****you: i do not know that numberyou: *****? that is not associated with my accountKhatie: I checked that and it was under your name tooyou: is it a new number?you: and my details?Khatie: Yes, the account number attach is *****you: okay. So, the phone was ordered and placed under a new number on my account? Khatie: Yes you are right the phone was ordered to ***** but this is not a new number. It was established *****-*****-*****you: well that&#*****;#*****;s wrong. I&#*****;#*****;ve never seen that number. Its never appeared on my bill. you: i&#*****;#*****;ve never seen it on my account.Khatie: Is your address, ***** HIGH ST BANNOCKBURN VIC *****?you: no it isnt.you: Place a supervisor on. I want this sorted right now.Khatie: What is your driver&#*****;#*****;s license number?Khatie: I want to fix this issue now for you, I am asking all questions to conduct some investigations.Khatie: Looks like there is x x as well.you: okay. Just wait.you: Name: x xyou: DOB: *****/*****/*****you: Address: ***** x x ***** ACTyou: Phone number *****: *****you: Phone number *****: *****you: License number: *****Khatie: Thank you. Great. Thank you for all the details. Sorry to say but the order was made to the other x x lives in ***** HIGH ST BANNOCKBURN VIC *****.Khatie: Instead to your account. I checked your number and there was no order found and the order number given to you was for the other x x.you: So where does it proceed from here?Khatie: Sorry to say but we need to place a new order for you. you: So the phone will be delivered by tomorrow if I do that?Khatie: We need to check if there will be an available stock.you: well I&#*****;#*****;d like an answer, the answer depends on whether I end up going to another provider and paying out the contract on my second number. I&#*****;#*****;m less than impressed with what has taken place.Khatie: I can contact them for you now. Just one moment please.you: ok.Khatie: Thank you.Khatie: Thank you so much for waiting, I have the Sales Specialist on the phone and was advised that the delivery for the Galaxy S***** white will be ***** working days and ***** working days for the blue handset. Also, he mentioned that the order number you have ***** is not for the order placed for the other x x, the order was established *****/*****/*****.you: the order that i placed was on the *****/*****/*****Khatie: I understand that was the impression but when the Sales Consultant check the order number, that was made *****/*****/*****.Khatie: And there was no order made *****/*****/*****. If you want I can call you now and speak to the Sales Consultant and possibly place an order.you: so really, if i place another order there is no guarantee of this happening yet again. Honestly, why would I want to wait another ***** days for something that may not happen?Khatie: If you will place an order now, there is a guarantee that you will get it either afer ***** or ***** working days since I provided your correct details.you: what benefit is there for me to sign up for a ***** month contract with optus when there is no guarantee that my order won&#*****;#*****;t be messed up a gain?Khatie: I was assured by the Sales Specialist the delivery time for the S*****.Khatie: We can give you ***** months free of the planyou: that came with the plan regardless.Khatie: NOt sure if the S***** has the ***** months freeKhatie: I&#*****;#*****;ll just check online offer if the S***** is part of it.you: it was initially when i placed the orderyou: now I find out that this *might* be not part of it now makes things even worse.you: so I&#*****;#*****;d place an order which would end up costing more than if the initial order was taken correctlyKhatie: We can place an order for you and assure the ***** months free plan and what else do you think it is fair if you will sign another contract?Khatie: I can send you the link for the offer for the S*****.Khatie: https://shop.optus.com.au/galaxysiii#business
  78. Debra: Okay.
  79. Debra: I can see that you have already placed an order.
  80. Debra: As we are in the Sales Department, we are unable to access on order records.
  81. Debra: Let me help you with the right department for this.
  82. Debra: You can call on ***** ***** ***** , they&#*****;ll be able to help you.
  83. Debra: They are available Mon - Fri: *****:*****am - *****:*****pm EST, Sat: *****:*****am - *****:*****pm EST, Sunday closed.
  84. Debra: Do you have any other questions for me?
  85. you: hold on a second
  86. Debra: Yes.
  87. you: okay, I have explained this over and over and over. I&#*****;m rather annoyed. I&#*****;ve been placed through to you because the initial order that I placed was messed up. I had calmed down enough and accepted the offer of the initial ***** months free offer that was with the phone when I initially made the order but apparently is no longer offered. But now I&#*****;m being mucked around again. I&#*****;ve been dealing with this since about *****am this morning. Do you think its acceptable for me to have to spend *****+ hours on this?
  88. you: I will explain it once and once only. I placed an order on the *****/***** and was assured that it went through. Last week I had not heard anything and was given an order number which turned out was for someone else with the same name
  89. you: but for a phone ordered last year.
  90. you: So I have been waiting since the *****/***** for a phone that was never coming.
  91. you: I have had this dealt with this morning and explained that the order did not go through apparently. I was offered the initial ***** months free access on the phone plan (despite that&#*****;s what I ordered initially) and agreed to place another order despite having to wait yet again
  92. you: So you are the *****th person I have spoken to on this webchat and I have also already spoken to ***** people on the phone. One from sales, one from websales and one from delivery
  93. you: so I am beyond irritating now that I have to explain this yet again.
  94. Debra: I can understand your frustration, I&#*****;m really sorry for the inconvinience..
  95. Debra: I wish I would have help you, but we don&#*****;t have access to order record, you need to contact our service team.
  96. Debra: They can check and help you.
  97. you: I would very s trongly suggest that you read what I have told you *again*
  98. you: The order that I had placed did not go through, the confirmation number I was given on webchat last week was for an order by someone with the same name placed last year and not associated with my account.
  99. you: So basically, my order did not go through. There is no order.
  100. you: I want to place an order and have assurances that *****. The two month free access is on the phone. *****. The order is not mucked up again. *****. I was told the two month free access would be credited on the second month
  101. Debra: Okay.
  102. you: So I have been dealing with this for over ***** hours. I am very very annoyed having to waste so much time on this
  103. you: I have given optus the benefit of the doubt in this regard but it is seriously trying my patience.
  104. Debra: You are referring to Samsung Galaxy S***** mobile phone, right?
  105. you: yes that is correct
  106. Debra: We can offer you the deal, what Optus website offers, currently ***** months free access fee offer is removed for S*****.
  107. Debra: So you need to contact our service team, they might be able to give you the ***** months free access fee offer.
  108. Debra: We don&#*****;t have access to make changes on plan or price available online.
  109. you: I was told this morning that if I put through another order, the two month thing would be put on. And now you tell me that it can&#*****;t be done now?
  110. you: I put through an order with the two months free access on the *****/*****. The order didn&#*****;t go through. I waited. I waited, I got given an incorrect order number and told the order was put through.
  111. Debra: As ***** months free access fee offer is not available online, so I can&#*****;t assure on this offer, however, if you have already requested them ***** get this offer, then you can signup now.
  112. Debra: Would you like to place the order once again with me?
  113. you: I waited more, i&#*****;m told that I&#*****;ll have to put through an order again but I can have the ***** months free if I sign up again but now you&#*****;re telling me that you can&#*****;t do it?
  114. you: why would I be signing up to optus for ***** months if I get my order screwed up and I get told faulty information and lied to?
  115. you: Get a supervisor on. Now.
  116. you: and I better not have to explain this for the *****th time.
  117.  
  118. you: Name: x x
  119. you: DOB: *****/*****/*****
  120. you: Number: *****
  121. you: Address: ***** x x ACT *****
  122. Debra: Let me transfer this chat to service team, they can go through the above conversation so that they can check your old order and help you with the new order.
  123. Debra: Please wait while I transfer.
  124.  
  125. info: Please wait while I transfer you to an operator at Optus-Consumer-Service.
  126. info: You are now chatting with &#*****;Russel&#*****; at Optus-Consumer-Service.
  127. Russel: Hi there! Welcome to Optus Web Chat. How can I help you today?
  128. you: Yes just a moment.
  129. Russel: Sure
  130. you: won&#*****;t be a sec
  131. Russel: Okay
  132. you: On the *****/***** I placed an order online with the assistance of someone the webchat. I got no confirmation at the time but was assured that the order had gone through.A few days later I enquired on the state of the order and was given the order number &#*****;*****&#*****; and sent to the optus customer delivery tracking site. Told to enter the number in the page and check later in the afternoon.I still had not heard anything, I contacted optus by phone and asked for a conformation on the order and why it hadn&#*****;t a rrived. I spoke to someone in sales then in web sales then delivery. All of them were unable to find the order.The order number that I was given was for another &#*****;x x&#*****; and placed last year and not associated with me or my account.
  133. you: I was then told to speak to someone on webchat, So I spoke to &#*****;Khatie&#*****; who told me that I would need to place the order again but for the inconvinence of having to place another order and wait she would allow the ***** month free access to go through on the order.
  134. Russel: Thank you for your patience, I will be back with you as soon as I can.
  135. you: I ended the chat because I was very very irritated but later calmed down and requested to speak to khatie again on webchat but was instead forwarded to someone else
  136. you: I&#*****;ve since had to explain all this many times over and I&#*****;ve been annoyed more and more at each step
  137. you: The person previous to you has indicated that &#*****;no, you can&#*****;t have the ***** month free&#*****; despite me being told I could
  138. you: So, Name: x x
  139. you: DOB: *****/*****/*****
  140. you: Address: ***** x x ACT
  141. you: Phone: *****
  142. you: Phone *****: *****
  143. you: Licence number: *****
  144. you: So I want this thing fixed here and now.
  145. Russel: Im sorry for all the trouble you went thru. I&#*****;d like you to help you with that. However, I do not have access to that information. I&#*****;ll transfer you to them. One moment please.
  146. info: Please wait while I transfer you to an operator at Optus-Consumer-Sales.
  147. info: You are now chatting with &#*****;Bianca&#*****; at Optus-Consumer-Sales.
  148. Bianca: Hi my name is Bianca, can I help you with your Sales Enquiry?
  149. Bianca: Hi there.
  150. you: hold on a second
  151. Bianca: Sure.
  152. you: On the *****/***** I placed an order online with the assistance of someone the webchat. I got no confirmation at the time but was assured that the order had gone through.A few days later I enquired on the state of the order and was given the order number &#*****;*****&#*****; and sent to the optus customer delivery tracking site. Told to enter the number in the page and check later in the afternoon.I still had not heard anything, I contacted optus by phone and asked for a conformation on the order and why it hadn&#*****;t a rrived. I spoke to someone in sales then in web sales then delivery. All of them were unable to find the order.The order number that I was given was for another &#*****;x x&#*****; and placed last year and not associated with me or my account.I was then told to speak to someone on webchat, So I spoke to &#*****;Khatie&#*****; who told me that I would need to place the order again but for the inconvinence of having to place another order and wait she would allow the ***** month free access to go through on the order.
  153. Bianca: Just a moment.
  154. you: I have been dealing with this for nearly ***** hours now
  155. Bianca: Let me help you with the right department who can access to your account details and track the delivery please be online.
  156. Bianca: Just for our record and details, May I have your Internet username, full name, Mobile/home phone number .
  157. you: Read the wall of text.
  158.  
  159. info: Please wait while I transfer you to an operator at Optus-Consumer-Service.
  160. info: You are now chatting with &#*****;Rene&#*****; at Optus-Consumer-Service.
  161. Rene: Hi there! Welcome to Optus Web Chat. How can I help you today?
  162. you: On the *****/***** I placed an order online with the assistance of someone the webchat. I got no confirmation at the time but was assured that the order had gone through.A few days later I enquired on the state of the order and was given the order number &#*****;*****&#*****; and sent to the optus customer delivery tracking site. Told to enter the number in the page and check later in the afternoon.I still had not heard anything, I contacted optus by phone and asked for a conformation on the order and why it hadn&#*****;t a rrived. I spoke to someone in sales then in web sales then delivery. All of them were unable to find the order.The order number that I was given was for another &#*****;x x&#*****; and placed last year and not associated with me or my account.I was then told to speak to someone on webchat, So I spoke to &#*****;Khatie&#*****; who told me that I would need to place the order again but for the inconvinence of having to place another order and wait she would allow the ***** month free access to go through on the order.
  163. you: Now I have been dealing with this for nearly ***** hours now.
  164. you: I am being passed from person to person
  165. you: This is beyond ridiculous
  166. Rene: Ok, you need an update for your order, correct?
  167. you: how about at least doing the courtesy of reading what I&#*****;ve put in
  168. Rene: I just did, I am just confirming if I have got your issue right
  169. you: No you haven&#*****;t.
  170. Rene: You placed an order, order number: ***** and you want to get an update for it, that is clearly stated in your chat
  171. Rene: May I please have your phone number, full name and date of birth on the account?
  172. you: The order number that I was given was for another &#*****;x x&#*****; and placed last year and not associated with me or my account. I was then told to speak to someone on webchat, So I spoke to &#*****;Khatie&#*****; who told me that I would need to place the order again but for the inconvinence of having to place another order and wait she would allow the ***** month free access to go through on the order.
  173. Rene: Ok, so how would you like me to help you this time?
  174. you: I would like to place an order for an S***** but I would like the two months free that I initially placed the order for and what I&#*****;ve been promised for the hassle of having to deal with people who can&#*****;t read what I&#*****;m telling them over and over and over and over.
  175. you: You are the *****th person I&#*****;ve talked to on webchat
  176. Rene: Ok, if you would like to place an order online, you can do so now
  177. Rene: Your account would have the note for the free monthly access fees
  178. Rene: If you need assistance in placing the order, I can refer you to our sales chat team
  179. you: ahh great, a *****th person. I&#*****;ll get to know all of the optus websales team soon.
  180. Rene: One moment please
  181. you: how about I have someone from the section call my number. I&#*****;m tired of typing the same thing over and over
  182. info: Please wait while I transfer you to an operator at Optus-Consumer-Sales.
  183. info: You are now chatting with &#*****;Bianca&#*****; at Optus-Consumer-Sales.
  184. Bianca: Hi my name is Bianca, can I help you with your Sales Enquiry?
  185. Bianca: Hi there.
  186. you: Sure, give me a call on my optus mobile phone. *****. I have been dealing with this for coming up on ***** hours now.
  187. you: I&#*****;m tired of typing over and over again.
  188. Bianca: I am sorry, we do not have access to calls and emails, or else I would have helped you.
  189. you: On the *****/***** I placed an order online with the assistance of someone the webchat. I got no confirmation at the time but was assured that the order had gone through.
  190. you: A few days later I enquired on the state of the order and was given the order number &#*****;*****&#*****; and sent to the optus customer delivery tracking site. Told to enter the number in the page and check later in the afternoon.
  191. you: I still had not heard anything, I contacted optus by phone and asked for a conformation on the order and why it hadn&#*****;t a rrived. I spoke to someone in sales then in web sales then delivery. All of them were unable to find the order.
  192. you: The order number that I was given was for another &#*****;x x&#*****; and placed last year and not associated with me or my account.
  193. you: I was then told to speak to someone on webchat, So I spoke to &#*****;Khatie&#*****; who told me that I would need to place the order again but for the inconvinence of having to place another order and wait she would allow the ***** month free access to go through on the order.
  194. Bianca: As we are in sales department, we don&#*****;t have access to your account to check the details, it is a security issue, let me help you with the right department who can check when exactly .
  195. you: So no, I don&#*****;t want to track an order.
  196. info: Please wait while I transfer you to an operator at Optus-Consumer-Service.
  197. info: You are now chatting with &#*****;Francis&#*****; at Optus-Consumer-Service.
  198. Francis: Hi there! Welcome to Optus Web Chat. How can I help you today?
  199. you: Okay, no more. Do not transfer me again. I have been transferred ***** times now
  200. you: you are the *****th person to speak to me
  201. Francis: So sorry about that. Bianca said to me this is about an order inquiry. Am I correct?
  202. you: No one reads what I&#*****;m saying and I have to keep on going on and on and on
  203. you: Okay, I will tell you what is happening. Do you promise to actually read what I am typing?
  204. you: Or are you going to lie and glance over it before transferring me yet again to the *****th person?
  205. Francis: Yes, I&#*****;ll keep an eye on our chat/
  206. you: On the *****/***** I placed an order online with the assistance of someone the webchat. I got no confirmation at the time but was assured that the order had gone through.
  207. you: A few days later I enquired on the state of the order and was given the order number &#*****;*****&#*****; and sent to the optus customer delivery tracking site. Told to enter the number in the page and check later in the afternoon.
  208. you: I still had not heard anything, I contacted optus by phone and asked for a conformation on the order and why it hadn&#*****;t a rrived. I spoke to someone in sales then in web sales then delivery. All of them were unable to find the order.
  209. you: The order number that I was given was for another &#*****;x x&#*****; and placed last year and not associated with me or my account.
  210. you: I was then told to speak to someone on webchat, So I spoke to &#*****;Khatie&#*****; who told me that I would need to place the order again but for the inconvinence of having to place another order and wait she would allow the ***** month free access to go through on the order.
  211. you: so this is coming up on ***** hours of having to deal with this.
  212. Francis: I see. Was the order made for an upgrade of an existing service or is it for an entire new account?
  213. you: upgrade of an existing service
  214. Francis: Let me start by checking the existing service. May I have the mobile number, your full name and date of birth please?
  215. you: *****
  216. you: Name: x x
  217. you: Address: ***** x x ACT
  218. you: DOB: *****/*****/*****
  219. Francis: Thanks so much for those details. I’ll just be a few minutes while I look into this for you. Is that ok?
  220. you: okay
  221. Francis: Thank you for your patience, I will be back with you as soon as I can.
  222. Francis: I appreciate your patience and thank you for waiting.
  223. Francis: I run a check using the mobile number and I am also unable to find any recent order made.
  224. Francis: What I can do, if you like, I can contact our Sales Team for you so we can placed an order today.
  225. you: *cries*
  226. you: yes i know there is no order listed for it, I have explain this already.
  227. you: Do you want me to explain it point by point (yet again)?
  228. Francis: No need to x. I just want to check it myself and there was no order indeed placed but since I have you now and I&#*****;d like to make sure there is one placed today to resolve this, would you like me to call the Sales Team for you?
  229. you: All I want to happen to end this endless nightmare is:
  230. you: *****. An order for a blue galaxy s***** on the $***** plan to be placed.
  231. you: *****. the two months free access that I initially put through and have been promised to be placed on the order
  232. you: *****. Assurance that the order will be actually put through so I don&#*****;t have to spend another *****+ hours
  233. you: Seriously, nearly ***** people on this session. ***** people on the phone.
  234. you: C&#*****;mon, I&#*****;m being very very very very patient with optus
  235. you: I just want this fixed.
  236. Francis: Alright, what I&#*****;ll do is to contact them now. If they need to speak with you about the terms and conditions, can I call you on your Mobile?
  237. you: yes please.
  238. Francis: Great. Please keep this chat window. I don&#*****;t want to lose you and I also want this resolved. Thanks for your patience x.
  239. you: okay.
  240. Francis: Thanks. I&#*****;m on the queue now waiting for a rep.
  241. you: okay thankyou
  242. Francis: I&#*****;m on the phone now with Esther.
  243. Francis: She&#*****;s willing to speak with you.
  244. Francis: I&#*****;ll wait for you so you can let me know the outcome.
  245. you: okay. I&#*****;ve gone through the ordering process over the phone.
  246. you: Appreciated setting that up and bringing it to a conclusion.
  247. Francis: No, it&#*****;s my job. I&#*****;m happy to help x. :)
  248. Francis: Is there anything else I may need to check for you today?
  249. you: Its been a very long process being shifted between people and having to explain things over and over
  250. you: I don&#*****;t think so at this stage.
  251. Francis: I know and I am a consumer myself and have experienced that too. Considering that you&#*****;re only trying to order and that&#*****;s not a good impression indeed. Sorry for the trouble.
  252. you: thankyou for the help
  253. Francis: My pleasure. Should you need to track the order, I can give you the number of the delivery team. Would you like to get it?
  254. you: I should be right at this point. I&#*****;ll give it a few days.
  255. Francis: No worries at all. Thank you so much for your patience x and enjoy the rest of the day, okay? :)
  256. you: I&#*****;ll attempt to :)
  257. Francis: Oh okay. I appreciate again your time today and I hope I made it lighter. Cheers! :)
  258. you: thanks
  259. Francis: You&#*****;re welcome. :)
  260. Francis: Thanks for using Optus Live Chat. We value your feedback, so if you have a moment, please click the End Chat button at top right to answer a few questions about your experience with us today.
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