Optus support disasters: Bureaucratic inertia destroys service

What follows is the draft of a letter I wrote in preparation for speaking to an Optus representative at management level about my ‘home user’ experiences with the company. The promised call-back never came, but the text accurately represents my experiences.

There are no words to describe the frustration of dealing with the monolithic, unresponsive and arrogantly indifferent bureaucracy Optus has grown into in just ten years. A decade ago I changed all my services from Telstra to Optus for that very reason: abysmal customer focus and service from Telstra. Today I wonder whether I don’t need to do the same thing again, finding a smaller and more customer focused provider actually interested in addressing my needs, supplying good service, and resolving any problems I might have with that service.

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