I wrote to Optus through their online contact form on 27th Feb 2008 and 2nd March 2008 regarding a couple of questions about my wireless broadband. I got a reply from them on 11th March 2008 and 12th March 2008, respectively.
This is what the Support Acknowledgement email stated:
Thank you for your E-mail titled ‘Optus Wireless Broadband customer enquiry’,
your enquiry has been passed to our Email Support Team.
At Optus, we are committed to giving you better customer service than you
can get from any of our competitors. Optus Wireless Broadband Support commits
to providing 24 hour* turnarounds to customer queries.
Email Support cannot process account enquiries, cancellations, changes to
billing details (credit card/address), or enquiries related to passwords.
In these cases the account holder should call Optus Customer Support on
1300 553 937 (7am - 11pm, 7 days).
This is an automatically generated E-mail.
* 24-hour turnaround may not be achieved during major network outages due
to circumstances beyond Optus’s control. There may also be a small
number of cases where it is not possible to resolve a customer query within
24 hours.
Optus Wireless Broadband Customer Support Group.
** I guess, I fall in the category of the *. Too bad, one of the queries was in relation to traveling abroad using their roaming broadband service. A bit late for me. Classic!
On the plus side, I did get a letter from Optus acknowledging their mistake, and that I would be credited with $10 in my next bill for overcharging me.
