[deep breathing exercises]
My wife was needing her mobile recharged so she could stay in contact while she goes interstate. So she tried, as she always does, to recharge it from the handset with the CC. No can do. She calls me (from the office phone). I try calling but just get irrelevant message machines, a gal from the subcontinent who says everything is wonderful, (but she doesnt do a thing), and then I got onto their online chat service for 'telstra customers':
Kerri: Welcome to online assistance. You are chatting with Kerri NB:This Chat is being recorded and may be monitored for coaching purposes. If you do not wish to proceed, please close this window.
Kerri: The rates discussed in this Livechat are correct as at today's date, but may vary from time to time. Any variation will be done in accordance with the General Terms of Our Customer Terms which can be found by visiting http://www.telstra.com.au/customerterms/index.htm
Kerri: Hi, how may I help you with your enquiry today?
you: Hi there.
you: I am trying to recharge my PrePaid mobile. I am doing it online.
you: I am registered online with Telstra
you: But it keeps asking me for a Recharge PIN
you: I have never had a Recharge PIN because I pay by Credit Card.
you: I do not have the phone with me
Kerri: Unfortunately we can not assist you with this enquiry via this chat service. You will need to contact the Telstra Prepaid Plus customer service centre on 125 8880, and a customer service representative will be able to resolve your enquiry.
you: The 1258880 does not help. I have been trying to get help for hours now. I repeat 1258880 does not help.
you: because I do not have the phone with me.
you: Can you help?
you: It tells me to go to the mobile phone
Kerri: I am unable to assist with pre paid services via this chat service, I can only assist with post paid services
you: It also tells me to ring 125888, which is disconnected
you: What sort of service is that?
you: (from a telecom provider)
you: So is there a online chat service for prepaid? or is that it?
Kerri: As an alternative you could try visiting a Telstra shop
Kerri: No, the pre paid team do not have a chat service
you: I am nowhere near a telstra shop.
Kerri: The only other contact I have is the pre paid team
you: which is..?
(I know, this is getting silly)
Kerri: 125 8880
you: which is a badly implemented oneway message service.
you: Can you r manager help?
Kerri: Whilst I have you here, do you have any other Telecommunication services you would like us to look at today to make sure they are on the right plans?
you: I am sooooo close to dropping Telstra completely.
Kerri: My manager is also only trained with post paid services
you: What about their manager?
Kerri: this centre only arranges post paid services, I have no other number or contact for pre paid other than 125 8880
you: and no manager to help you with help requests like this one?
Kerri: you will need to contact a pre paid trained manager, as mentioned above I have no other number or contact for pre paid other than 125 8880
you: Can you help me to contact a 'prepaid manager'? The 125 8880 is a recorded message service.
Kerri: I can only chat with you via this chat service
you: yes, but can you give me contact details of a prepaid manager so I can get the information. Please Kerry.
Kerri: as mentioned above I have no other number or contact for pre paid other than 125 8880
you: You dont have any internal directory? Your manager will.
Kerri: I cannot give out internal numbers
you: The 1258880 is useless.
you: It tells me to go to my mobile, which I do not have.
Kerri: In order to have your enquiry resolved you will need to contact 125 8880
Kerri: Thank You for using Telstra.com. We look forward to assisting you in the future. Bye
Kerri Has Disconnected
....... Am I being just silly or do we have a big problem with service here?