Optus does not provide Exetel's customers with Support.

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alexportnoy
Posts: 22
Joined: Wed Apr 21, 2010 4:02 pm
Location: Gosford, NSW, 2256, AUSTRALIA

Optus does not provide Exetel's customers with Support.

Post by alexportnoy » Fri May 21, 2010 12:09 pm

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
Exetel Staff
Posts: 3663
Joined: Sun Jan 04, 2004 2:31 pm
Location: Sydney

Re: Optus does not provide Exetel's customers with Support.

Post by ForumAdmin » Fri May 21, 2010 3:39 pm

I've asked someone to try and help you.

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

paulp
Exetel Staff
Posts: 303
Joined: Thu Nov 02, 2006 10:13 am
Location: Sydney

Re: Optus does not provide Exetel's customers with Support.

Post by paulp » Fri May 21, 2010 3:50 pm

Alex,

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

alexportnoy
Posts: 22
Joined: Wed Apr 21, 2010 4:02 pm
Location: Gosford, NSW, 2256, AUSTRALIA

Re: Optus does not provide Exetel's customers with Support.

Post by alexportnoy » Tue May 25, 2010 7:02 am

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?
Last edited by alexportnoy on Tue May 25, 2010 7:05 am, edited 1 time in total.

alexportnoy
Posts: 22
Joined: Wed Apr 21, 2010 4:02 pm
Location: Gosford, NSW, 2256, AUSTRALIA

Re: Optus does not provide Exetel's customers with Support.

Post by alexportnoy » Tue May 25, 2010 7:05 am

ForumAdmin wrote:I've asked someone to try and help you.
Thanks.
ForumAdmin wrote: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
Exetel Staff
Posts: 3663
Joined: Sun Jan 04, 2004 2:31 pm
Location: Sydney

Re: Optus does not provide Exetel's customers with Support.

Post by ForumAdmin » Tue May 25, 2010 10:33 am

No-one here can help you.

Resolve your issue with billing.

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