Earlier today I tried getting Optus to take some responsibility for selling for a defective phone model… I was arguing for a different model all together, not only because of all of the ongoing problems I’ve been having with the Nokia 6280, but I’ve also since been finding it lacking features in comparison to my old phone.

The girl in the Optus shop was polite and sympathetic, but could offer me no more than finding out how much my contract cancellation fee would be… Interestingly enough when calling through to the head office to find out how much this would cost, she asked the customer service rep to ask their manager, to see if they could discount the $300 fee… Taking in to considering my situation… Screwed phone which Nokia didn’t repair and being a model customer for 6 years…

DISCOUNT DENIED…

She said the only way I could try get a replacement handset through Optus would be to speak to their Customer Service team over the phone directly. I sat down and used the phone in the store to speak with them… after the lengthy explanation, they then said sales were the only team who could do this.. so I was transferred, placed in another queue… after another lengthy explanation, I was place on hold while the Sales Rep check what they could do… quite sometimes later someone from Phone Activations picked up.. somehow the call got transferred… after another the lengthy explanation, and dealing ‘holier-than-thou’ a individual I was transferred back to sales…

The end result of dealing with Optus was that they don’t want to take any responsibility for the Phones they sell (nor do they see any duty of care to a customer after selling a phone)… And that I should speak to Nokia again and get the phone repaired – Ironic since a brand new model still had the same faults!

Just in case you missed that these are the areas of Optus I had to deal with, in order.  Also, before each, I had to wait in a queue.. and when speaking to someone new re-explain the whole entire problem and its history again…

1. Optus Counter Staff
2. Customer Service
3. Sales
4. Phone Activations
5. Sales