Bigpond

by cjj on September 15, 2010

I had a phone call this morning from Ryan in billing at Bigpond. First off, it was great that he called me because he had read my emails, new what my story was and I didn’t have to wait on the phone or explain it all again. Second, I think I convinced him that the excess usage wasn’t my fault. He doubled his offer and we now have a gig to use. This might be enough because we will only be here for another week. Thirdly, he said if I have any more problems to email him directly, and he will put me in contact with tech support so that I don’t have to bother about phoning.
For the moment I’m satisfied with the outcome so I won’t be complaining to Choice magazine or anyone, but I’m not so thrilled with the outcome that I will be bragging to Choice either. What will be a thrill is if Ryan is really helpful next time I need help.

{ 2 comments… read them below or add one }

SP September 17, 2010 at 7:57 am

Great to have a contact, Carmel.

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cjj September 17, 2010 at 10:41 am

I was just given an opportunity to reply to bigpond in a questionaire about my recent contact with them. They did not get high scores and this is what I wrote:

I had good support from Ryan at billing, but the tech team did not read my email properly and did not give me any credit for having even a part brain. Their reply was totally irrelevant, did not address the technical problem I had on equipment OUTSIDE MY HOUSE, blamed me for the fault and washed their hands of it.
If it wasn’t for Ryan I would have been onto my local Independent member of Fed gov and on every radio station and other media that would listen to me!

I wonder if that will be the end of it?

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