Optus does not provide Exetel's customers with Support.

[alexportnoy]

Hello.

I am a Exetel Business customer, and am happy with the Exetel's service & functionality (especially of your EXCELLENT web features, allowing you yourself to configure nearly everything you ever need!), & Exetel's Invoicing.

However, I logged a call with Exetel (PCY-26794-555) on the 3rd of May 2010 - about 20 days ago, about a Telephone Billing issue.

Exetel needs Optus' support to resolve this issue.

The Exetel Sri-Lankan Support Consultant (Theje) has constantly tried to get help from Optus, by email.

But Optus are ignoring him, on purpose.

I *STILL* haven't got a resolution to my problem.

This is a Bad Thing & I am unhappy.

Can you please inform Optus that they need to create a Helpdesk system similar to Exetel's with an Optus Reference number, and with an SLA of 48 hour resolution time.

Using email, which can (and is) easily being ignored by Optus is not sufficient.

Optus is letting Exetel's customers down, like myself.

Yours Sincerely,

Alex Portnoy,
CEO,
Tropic Spirit.
(Exetel Customer)

[ForumAdmin]

I've asked someone to try and help you.

Optus has absolutely no responsibilities for Exetel customers and vice versa.

[paulp]

Alex,

Can you please PM me your exact issue and what you believe either optus or Exetel needs to do.

[alexportnoy]

Paul,

Please read Exetel Helpdesk#: PCY-26794-555 and you will see everything.

I thought I said this on my first post? What extra do you want me to PM?

My unanswered question is:

Why did Optus/Exetel bill $7.50 for a $5 amount?

[alexportnoy]

I've asked someone to try and help you.

Thanks.

Optus has absolutely no responsibilities for Exetel customers and vice versa.

Optus give you raw-billing data, as it is their systems, which you then rebill to your Customers.

And Optus have calculated a wrong amount, which only they and their team understand.

[ForumAdmin]

No-one here can help you.

Resolve your issue with billing.