Posted: 23 Mar 09 13:41 Post subject: Multiple appointments, multiple mess ups Organisation name: Foxtel Issue type: Complaint
It's a shame that Foxtel has the monopoly on IQ2 / HD. I never had a problem when i dealt with Foxtel but Foxtel from Telstra is one stuff up after another.
In Dec 08, wanted to upgrade to Foxtel HD and get multi-room installed. i rang Telstra, and arranged an installation date of 2nd Jan 09 for both jobs.
On 2nd Jan, i waited. And waited. At 12:30pm i rang to find out where they were and there was no record of my appointment. The operator said it was odd that i had been given an appointment time because there was no record of it. I was then put on hold for about 30 mins. He came back, apologised and said there was a problem with their booking system. IT was working on it and i would receive a call in the next couple of days.
A few days later i rang them back. The call centre didn't know that a system problem existed. They asked IT, who said i would receive a call in the next week or so.
Six weeks later and still no call. i rang again. She checked with IT and now everything is fine. She asked what service i was after - an upgrade to HD and a new room. We made an appointment for 12 - 5pm on Wed 18th Mar and subscribed to Platinum with HD sport.
On 11th Mar i received an SMS - This is to confirm your booking for tomorrow 12th March between 7am - noon. Reply YES or NO. If you reply NO, you will receive a call to reschedule. I reply NO - my appointment was for 18th March.
6pm and still no promised call so i call them - apparently because i have two jobs to do, they have been booked separately - one on the 12th and one on the 18th! AGAIN i explain that they have made an appointment that i had no knowledge of. They can't do both jobs on the 18th. Make a new booking on the 20th March.
On the 19th i get an SMS from the installer confirming he will be there between 8am and midday. I reply YES.
The next day, he rings and says he's 10 minutes away. Five minutes later i get another call from a different guy - he's also 10 minutes away. I tell him that i've already got a call from someone from Foxtel - are they both supposed to be coming? He doesn't think so. First guy arrives and i tell him he's got a mate on the way. Then my phone rings - it's from an installation company contracted to Foxtel. I then become the intermediary in the conversation between one contracting company and the guy in my living room from the second contracting company. I tell the operator i don't care who installs the service, if she wants to have a turf war, call Telstra and tell them to fix the double booking, not your customers.
Everything was finally installed – almost correctly. Unfortunately HD sport isn't activated so it seems they haven't upgraded my subscription package. I'm planning on calling them again tonight.
So many times i wished i could tell them to go and shove it. I would NEVER put up with this from any other business. I also hate the fact that i now have to pay them $200 for the privilege after this shemozzle.
Post subject: Multiple appointments, multiple mess ups
