My partner's parents are TelstraClear customers for their home line and broadband. No complaints about service or reliability, it all works well. The real drama is when you try and get in touch with TelstraClear and get services changed or moved. I would buy a lazy boy, a wireless headset, and get comfortable, as it will take forever.
Drama 1. Two months ago, partner's parents moved house. Pretty standard procedure really. They forgot to put the order in early enough, so were without service for a week or so, but weren't too worried. Once notified, TelstraClear proceeded to botch up the move twice, trying to move the non-existent service at the new house, back to the old house (seriously, how do you do this?). No service for a month, a terse phone call (which took 50 minutes) and it was finally all sorted out. A nice credit for the month of new service and we were all happy. I put down the long wait times as something of an inconvenience, but all was fixed.
Fast forward to this month, and the wait time is still the same.
Drama 2. Toll bar has been dropped from the phone and there's no voicemail. After calling their 0800 again, I'm put through to a customer service rep who is [insert synonym for useless]. 40 minutes to get these two rather simple issues resolved.
TelstraClear: I know you've lost your main call centre in Christchurch, however I had dramas before the earthquake. Get rid of your overseas call centre, they are unhelpful, and the call quality is pitiful. Employ more kiwis, train them properly and give us the decent support that your competitors do. Talk to the IRD: get their call back system implemented so I don't have to sit and listen to the piano over and over and over again.
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