Whirlpool

To all iPrimus rep...

I lodged an application for churning a home phone from optus basically two weeks ago, and when I rang iprimus this morning they said that my name isn't even listed in the system and it hasn't been done.

I've actually been waiting for two weeks now and iPrimus didn't do the job properly?

So did you apply again, decide to go somewhere else?

binadms writes...

I lodged an application for churning a home phone from optus basically two weeks ago, and when I rang iprimus this morning they said that my name isn't even listed in the system and it hasn't been done.

Hi binadms

Did you do a verbal recording? just wondering how far you've gotten.

We've been doing some work to support Optus Churns better which should be completed shortly, unfortunately until this is done it's not really straight forward for our sales people to put through an Optus Churn.

If you'd like to send us an email to wpenquiry@primustel.com.au I'll organise for someone to complete your churn.

Cheers

Rory

yes I did verbal recording Rory, and the rep that I was talkin to yesterday wasn't helping, he said he couldn't find my application...

binadms writes...

yes I did verbal recording Rory, and the rep that I was talkin to yesterday wasn't helping, he said he couldn't find my application...

Hey Binadms,

If you're the same person who emailed the inbox, I checked and can not find a record of the sale. Was it done via outbound or inbound as outbound sales may take a few days to be loaded into the sales system.

Just to be sure I can have sales contact you to check.

Thanks
Mick

Hey Mick thanks for your prompt reply, I'm in fact the same person ... :) It was done via sales but don't know if its inbound or outbound...

It was done on the 13th of August I think..

binadms writes...

It was done via sales but don't know if its inbound or outbound...

easy way to work out, did you ring them, or did they ring you?

Quentin Rittman writes...

easy way to work out, did you ring them, or did they ring you?

I rang them... so is it inbound?

and this is the resolution:

Hi Larry,

I am unable to see what happed to your sale unless going through every report for that day which I’m unable to do.

My advise is to call Sales on 131-789 and advise them of what happened and see if they can help you out with a new sale J

Thanks

Mick

---------------------------------

Great job... :) 9 days waiting and now this...

deleted

binadms writes...

9 days waiting period, and no result...that's great!

As I am not in the sales area my best advise would be to contact Sales by Telephone and resolve the issue.

I have no edit rights to pull Sales Reports as I am not a Sales Manager so I don't have access to their system.

Sales Supervisors are available to you who have access to the systems and can help you rather than through Whirlpool. Basically the first post you made was 24 hours ago, and had of Sales just been called then, this issue could have been resolved on the spot then and there by a Sales rep or Manager over the Telephone.

I can get sales to give you a call you but as I am no longer at work I can't organize this for you hence why I asked you to call sales directly in my email.

Thanks,
Mick

I actually did called sales before writing it here...

First impression of iPrimus... not a good service...

Latest update:

Yesterday I have to reapply...make another verbal recording, and yet...another waiting game for 5 days...

Updates:

Call back on Friday spoke with Troy and asked me to call back on Monday

Call back on Monday spoke with Troy and he said I'm connected with iPrimus and I could use the phone straight away.

Tuesday, replugged my phone line, and guessed what, I'm still with the old provider (letsgo/optus)...WTH?

Rang iPrimus (Tuesday arvo), spoke to consultant named Joe, and guess what? I need to reapply for a new one again, as he couldn't locate the number ... then he hung up on me.

I then made another phone call to iprimus, this time a girl name Amy was very very helpful and understood the frustration I've had...

NOW...WTF IS HAPPENING HERE?

Hi Binadms,

I have looked at your account with the customer number you posted in the other thread.

Just firstly... do not open new threads when you already have one like this one started, that is called a duplicate post and WP will remove it. Also under no circumstances are you ever to post personal details of phone numbers of employees on a public forum without our permission... That would be like me posting your private phone number and details on here. It is not going to help your situation.

Looking at your account I can see it was signed up on 26/08/2008. Now the number is showing as not connected on the Telstra Network so it can not churn.

Looks like from your previous post you must be on an Optus ULL so you can't be churned as you would see that Optus ULL to Primus churns are not possible.

Your sale will reject shortly. Unfortunately your options at the moment would be to port back to Telstra and then once with Telstra churning to Primus.

We are currently working on Optus ULL to Primus churns but it is not possible at present.

Thanks
Mick

binadms writes...

Call back on Friday spoke with Troy and asked me to call back on Monday

Call back on Monday spoke with Troy and he said I'm connected with iPrimus and I could use the phone straight away.

Notes show sale was done on 26/08/2008.

Rang iPrimus (Tuesday arvo), spoke to consultant named Joe, and guess what? I need to reapply for a new one again, as he couldn't locate the number ... then he hung up on me.

Unfortunately the notes indicate otherwise, Joe emailed out churn team to find out the progress of your churn. Notes indicate you claimed you have been waiting a month for this churn hence why Joe escalated, but the sale was only done on 26/08/2008.

I then made another phone call to iprimus, this time a girl name Amy was very very helpful and understood the frustration I've had...

I can see Amy's notes on the same day you spoke to Joe. She advised that churn has been emailed and we are waiting on an answer.

NOW...WTF IS HAPPENING HERE?

As per your conversation today with Bridget and confimed with me above you have an Optus line. Unfortunately Optus services can not be "churned" you would need a Telstra service.

Your options are to "port" to Telstra then "churn" to Primus.
Just do a new connection straight to Primus with a new line, but will cost $59.00 – $299.00 and new number.

Thanks,
Mick

I don't need this bulcrap anymore dude... How can I proof that the first application was lodged on the 14th and yet iPrimus lost the application?

Mіck writes...

As per your conversation today with Bridget and confimed with me above you have an Optus line. Unfortunately Optus services can not be "churned" you would need a Telstra service.

Your options are to "port" to Telstra then "churn" to Primus.
Just do a new connection straight to Primus with a new line, but will cost $59.00 – $299.00 and new number.

Yeah I'm done with this friggin iPrimus so called good customer service when you guys in fact never inform their customer about this till I actually called back ... and spoke to different reps ...different divisions... transferred here and there.

I actually emailed you before I rang iPrimus...

Oh btw, if you still didn't believe me...

read my very first post on the 25th of August, I made a post here just to query my previous application, why would I make something up ? geezz...

1. Fail to read numerous support emails in detail, providing only canned responses
2. Lose track of above emails after providing them with the same information again
3. Repeatedly not follow through on promised call-backs or onsite visits

Here are few reasons ( i copied from another thread) why I reckon iPrimus still lack at customer support... Although Rory and Mick and Dale B are exceptional.

Mіck writes...

Unfortunately Optus services can not be "churned" you would need a Telstra service.

Your options are to "port" to Telstra then "churn" to Primus.

Your post seems to indicate Optus churns are not possible, and won't be possible any time soon (I get the same impression when talking to sales). Earlier in this thread Rory said that Optus churns can be done "very shortly". I was just wondering if there's any accuracy to what Rory said, and if so, is there an ETA?

Thanks.

binadms writes...

I don't need this bulcrap anymore dude... How can I proof that the first application was lodged on the 14th and yet iPrimus lost the application?

Unfortunately it is not really going to resolve your issue. Weather you called Primus on the 14th, 26th the fact still remains you are on an Optus ULL and can not come to Primus.

You will either need to port back to Telstra or remain with your current provider or connect a new line with new number... You could also wait for Optus Wholesale rebiller to rebiller churning which is a process being worked on.

Yeah I'm done with this friggin iPrimus so called good customer service when you guys in fact never inform their customer about this till I actually called back ... and spoke to different reps ...different divisions... transferred here and there.

Unfortunately from looking at the notes in the system you spoke to Joe on 02/09/2008 at 7:26PM then you spoke to Amy on 02/09/2008 at 7:37PM... Amy had no way of knowing what the outcome was of Joe's escalation to Churn Group as:
1) Churn Group work 9:00 – 5:00PM
2) The calls are only 11 minutes apart. As quick as we like to be with escalations unfortunately this one needed a little longer.

You then spoke to Bridget on the next day on 03/09/2008 at 1:33pm, notes show that Bridget went to get back to you to inform you but the call had dropped out.

You then spoke to Lakshmi 16 minutes later who informed you of what is happening.

Again there is no proff of sale on the 14th but regardless you're service would not have churned to Primus anyways as you do not have a Telstra line.

Xaridah writes...

Your post seems to indicate Optus churns are not possible

You can churn Optus DSL Direct, the only thing keeping sales from doing that is us getting the Optus number ranges in our sales system, which should be done in the next day or so.

Optus Cable can't be churned though, if you're on Optus Cable, you'll need to disconnect it and get a new Telstra line installed.

EDIT:
Rory beat me too it :-)

You guys really need to work on "New connections".

Keep getting mixed messages from sales staff,

Got one property connected that had an existing Telstra line but for my house the sales lady said I'd have to get another line first.

And knew nothing of a $59.00 fee for new connections.

To Mick...

How would your customers know if they are in the Optus ULL or not? We just doing what we have to, when we put our application in we don't know that sort of info. All I'm saying is, I'm waiting for almost a month with a mixture of messages coming from your end.

I have asked your every reps in iPrimus to speak to Rory or Mick, but they didn't even know that you guys are in fact exist.

binadms writes...

How would your customers know if they are in the Optus ULL or not? We just doing what we have to, when we put our application in we don't know that sort of info. All I'm saying is, I'm waiting for almost a month with a mixture of messages coming from your end.

You signed up on 26/08/2008. Thing is that the numbers are sent off to the Telstra Churning Team. We will get a rejection in about 10 days of the order moving from lodgment to complete or to reject or BNAK etc... Churn Group get the rejections and they are either fixed up if it is something simple like we have "Michael Smith" and Telstra have "Micheal Smith" and relodge. Or ones like yours are contacted via letter.

In your case you called up on 02/09/2008 which was only 6 days after sale so this information was not known as the account was still in "LDGE" state which means still in lodgement... it had not moved to REJ which means rejected.

Hence why Joe had to ask for you and couldnt tell just by looking in the system.

I have asked your every reps in iPrimus to speak to Rory or Mick, but they didn't even know that you guys are in fact exist.

That is cause you called into the call center. Being a company of this size with hundreds and hundreds of employees I wouldn't expect most people to know who I was as yes Mick is my first name, but there are many employees names Michael, I guess that is because it is a common name. Same as I dont know every Customer Service/Provisioning/Tech and Sales Employee personally. I work in Customer Relations, my team deals with TIO, ACMA and ACCC issues... which is completely separate to Customer Service or Provisioning, basically the front of house guys who you speak to when you call us, and Sales and Tech are in a separate floor... Rory on the other hand is in a separate building all the way in System Admin in the Data Centre so I wouldn't expect a customer service rep to know of him or me infact unless they knew me personally.

However to see if i really do exist... just head over to the iPrimus Forum at http://support.iprimus.com.au/forum and I have my pic as my Avatar and Rory does too... :-)

Gee Bindamds, you're spoiled.

Two iPrimus reps clambering to look after you while my emails to them have gone unanswered since last weekend. :(

Hoping you have everything sorted soon,
MsAmy.

Hi Amy, just saw your e-mail in the inbox, I'll have a look into it and get back to you.

Cheers Tim, very much appreciated. :)

Take care,
MsAmy.

Rory McMahon writes...

You can churn Optus DSL Direct, the only thing keeping sales from doing that is us getting the Optus number ranges in our sales system, which should be done in the next day or so.

Thanks for the clarification and update Rory, looking forward to being an iPrimus customer :)

So you're still not connected?
Now thats taking a while eh binadms?