News

Telstra fails to answer business’s call for help

FRUSTRATED: Bundaberg Wholesale Palms and Plants owner Steve Pratt is furious at the lack of assistance he has received from Telstra to fix ongoing phone issues and says the problem has cost his business thousands of dollars. Photo: Max Fleet / NewsMail
FRUSTRATED: Bundaberg Wholesale Palms and Plants owner Steve Pratt is furious at the lack of assistance he has received from Telstra to fix ongoing phone issues and says the problem has cost his business thousands of dollars. Photo: Max Fleet / NewsMail Max Fleet

IN THE 21st century conducting a business without phone coverage, internet or eftpos is impossible and following months of ongoing issues, a Bundaberg business estimates it's cost them close to $70,000 in sales.

Disgruntled Telstra business customer and Bundaberg Wholesale Palms and Plants owner Steve Pratt said the business first experienced issues with its six-line phone system in February and since then has struggled with noisy lines, phones that drop out and coverage limited to just a meter within the office area.

Mr Pratt said despite paying a fee to receive priority assistance, the service from Telstra to address the problems had been anything but helpful.

Issues began in February when the business lost all landlines, internet and eftpos for four days; however a claim for $8000 in compensation for losses was refused because the reporting of the problem coincided with a cyclone warning.

"The system was brought in June or July last year and we had full range until February 18," Mr Pratt said.

"On the 19th we lost everything, we reported it to Telstra and they said it would take up to three weeks to fix.

"You can imagine a six-line phone system trying to divert through one mobile."

Mr Pratt said they needed the problem fixed immediately so opted to install a wireless internet system and later applied for compensation.

"They came back to us and said they declared us in a cyclone area," he said.

"We reported it two days prior to the cyclone crossing. It had nothing to do with the cyclone."

Mr Pratt said it still took two weeks to get their landlines back but in March the landlines had more problems which ranged from lines dropping out to noise in the background and no coverage for more than a meter from the office.

For a large site where the ability to quote prices to customers while moving around the plants and landscaping supplies was essential, Mr Pratt said customers went elsewhere thinking they'd been hung up on, while others could get through at all.

"I'd estimate it's cost us about $70,000," he said.

"I know one landscaper was looking to spend $3000 to $4000 on pavers but he couldn't get through so he went elsewhere."

"We pay a bill of about $2500 to $3000 a month and the service we've received has been shocking."

Mr Pratt said after weeks waiting for new handsets, only to discover it wasn't the problem, a faulty aerial was finally identified as the major issue and a temporary system was just installed yesterday, which appears to have finally addressed the problems.

The NewsMail contacted Telstra and a spokesman said a mass service disruption occurred in this customer's area following the extreme weather events caused by ex-Tropical Cyclone Marcia, which caused widespread damage and impacted services as far away as Bundaberg.

"Unfortunately, extreme weather conditions or instances beyond our control cause sometimes damage our facilities, meaning our ability to connect or fix faults is delayed beyond our usual timeframes," he said.

"During these times a mass service disruption exemption may be requested and put in place, permitting Telstra extra time to respond to and resolve the issues under certain circumstances that fall outside of the customer service guarantee performance standards for the duration of the disruption.

"We have investigated this customer's case and, while there are no records of any outstanding faults, we will contact him directly to discuss."

Topics:  eftpos internet telstra



Foodies' scavenger hunt: are you up for it?

IF YOU want to give your tastebuds the flavour sensations of a lifetime, here is the ultimate foodie’s scavenger hunt through Brisbane.

5 minutes with Israel Folau on footy, life and love

Israel Folau and Silver Fern netballer Maria Tutaia announced their engagement last last year.

WE CAUGHT up with football star and Brisbane ex-pat Israel Folau.

10 reasons to head to South Bank this summer

Head to the only inner-city beach in Australia!

South Bank has a ridiculous amount of fun things to do.

Five mammoth events you need in your life

No Caption

BRISBANE isn’t known for doing things by halves…

How to make your child's every dream come true...

Take a dip at South Bank in the inner-city beach.

‘I DON’T want to do fun things, Mum and Dad’… said no child ever!

How to do Eat Street the right way

Know where to start and where to end to avoid a huge food coma before you get to experience all the goodies!

EVERY Friday and Saturday night, Hamilton comes alive.

You can do WHAT in Brisbane?!

Talk about arriving in style! Take your pub crawl to the next level with a helicopter!

BET you didn't know you could do these things in Brisbane...

Invisible threat adds burn to heatwave

You can't feel it or see it but UV radiation is what's causing sunburn and it's at extreme levels.

UV radiation more than five times safe limit during heatwave

The cheap local servo drivers cross town for

KEEPING IT LOCAL: Liberty Service Station, Bargara.

Owners pride themselves on "keeping it local”

Mammino Ice Cream creator joyful to the end

THE FUN ONE: Anthony Mammino, pictured on his macadamia farm, was "always encouraging mischief”.

Family opens up on ice cream creator's lymphoma battle

Local Partners

Kristen Stewart to host SNL

Kristen Stewart will host a pre-Super Bowl episode of SNL next month

Louis Tomlinson celebrated his son's first birthday

Louis Tomlinson and Briana Jungwirth celebrate son's first birthday

Kylie Minogue will take husband's name

Kylie Minogue will take her fiancé Joshua Sasse's surname

Nicole reveals her biggest parenting challenges

Actress Nicole Kidman.

Nicole Kidman says her kids are ‘deeply attuned' to her moods.

Suicide Squad director reveals his regrets about the film

Margot Robbie in a scene from the movie Suicide Squad.

DIRECTOR of superhero flick on what he’d change about ‘flawed’ film.

Meet the new Marco on MasterChef Australia: Yotam Ottolenghi

Israeli-born, London-based chef Yotam Ottolenghi will be a guest chef for a week on the 2017 season of MasterChef Australia.

AFTER Marco’s defection to Seven, MasterChef signs a true food hero.

Stockland's $150m pitch: Build it and they will come

Gladstone Marina. The Gladstone Regional Council offers a range of exciting job opportunities. Photo Contributed: Murray Ware.

Here's why we need to see Stockland upgrade start soon.

New Coastline Realty owners have wealth of experience

COASTLINE REALTY: Emma Bauer and Charlie Winten.

Passion, strong local knowledge and a commitment to the local region

Bundaberg market set for "steady growth” in 2017

CoreLogic property statistics reveal the region's median house price dropped 9.6% to $249,000 and the median unit price fell 10.2% to $260,500 in the September quarter.

Region's median house price drops 9.6% to $249,000 in three months

By the water's edge

Secure your seachange

HOT PROPERTY: Money to spend on land, buildings

File picture.

Sale, leasing of industrial real estate picks up in Mackay

Ready to SELL your property?

Post Your Ad Here!