Telstra faces backlash over customer service fail

Telstra has been blasted for poor customer service and incredibly long wait times in the past, and now the communications
Business

Telstra has been blasted for poor customer service and incredibly long wait times in the past, and now the communications company is under fire again for its response to a customer complaint on social media.

Mother Michelle Stephenson wrote a message to Telstra on Twitter saying her Foxtel and broadband internet where down and that she had been told by staff it would take two days to fix.

“Telstra my Foxtel and broadband are down and it says estimated time fixed is two days. I have a child who wants TV though,” she wrote.

Instead of responding with a helpful suggestion or a promise to look further into the issue, Telstra’s social media manager wrote back a patronising response for everyone to see.

“Heya Michelle, I can appreciate that, I usually show my kid the outside world when there’s no internet, it’s tricky… – Renee.”

Many people who saw the exchange of words happen on Twitter were shocked by such a rude and patronising response to Michelle’s complaint.

Michelle wasn’t impressed either and wrote back to Renee.

“Not funny, I’m a working mum who’s spent part of the day showing him the world, I just want downtime,” she wrote.

While poor customer service seems to be the norm for many companies these days, the idea that these companies think it’s ok to poke fun at people’s legitimate problems with their product has many people irate.

Telstra is yet to officially respond to the issue.

What are your thoughts on this case?

Was Telstra’s response funny, or were they out of line? Have you ever had a bad customer service experience?

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