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Optus – Lack of integrity and customer respect 

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Optus – Lack of integrity and customer respect 

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https://au.trustpilot.com/review/optus.com.au

Overall rating – 1.2

Out of 886 reviews 92% were rated “Bad”

Of the 20 complaints reviewed the following issues and frequency were recorded (One complaint can address multiple issues):

Incorrect charges and overcharging on phone plan - (x6)

Lack of responsiveness - (x5)

Poor customer service – takes long time to get onto a real person, calls get disconnected, app crashes, get the run around - (x6)

Poor quality sales team – lack of knowledge about products, wrong product setup, poorly handled issues, creating charges for customers due to mistakes, feel misled about the plan/contract/discounts - (x9)

Extremely difficult to cancel plans/services  – lots of time spent on phone, app failures, get hung up on, feel lied to when people say the contract is cancelled and keep charging - (x8)

Lack of remorse for customer issues caused – “they want to charge you for the inconvenience” – (x3)

Poor in-store service - (x2)

Poor phone/mobile service - (x2)

Racism of store manager - (x1)

Customer complaint themes?

Lack of respect for customers

Poor issues management processes

Unreliable and unresponsive customer service

Lack of integrity with sales people

Deceptive/misleading behaviour especially in regards to cancellations and incorrect charges

Poor product knowledge of sales/service team

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220 reviews
2.2 stars
47% bad reviews
2% poor reviews

What issues are the consumers complaining about?

1. Delivery issues: non-delivery of products /delivery delays (x16)
2. Orders cancellations by The Iconic without any notification (x1)
3. The item was already used (x1).
4. Poor customer service: only automatic responses (x2)

What are salient themes of consumer complaints

1. Lack of respect for customers.
2. Poor communication between The Iconic team and customers.
3. Lack of information provided to customers

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What issues are the consumers complaining about?

Billing- i.e., excessive charges, being charged after an account has been closed.

Customer Service Operators- both in store and online i.e., staff not being equipped regarding the Telstra system to deal with queries, lack of service, i.e., customer goes in to pay their account 15 mins before closing time, and are told to come back tomorrow to do do so!!

Technical- phone and internet connections not working, and after multiple discussions with Telstra and in some cases, visits to premises by technicians.

Can you count the frequency of each issue?
-Incorrect charges - 10
-Technical difficulties ₋ 8
-Customer service - 9

What are salient themes of consumer complaints?
There are 3-
1.Technical (i.e., connections).
2. Customer service - CSO's not being able to resolve problems
3. Incorrect billing.

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The broad theme of KMart's complaints and negative scores is poor customer service. Specifically as it related to problem resolution.

When customers contact KMart, they want to resolve:
* refunds
* damaged products
* eCommerce site issues
* out of stock products

When the customers contacted KMart, the customer service staff (in-store, on phone and live chat) could not resolve the problem frustrating the customers further.

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motivators for positive and negative WOM

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motivators for positive and negative WOM

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So how do these issues relate to the motivations identified in Bach and Kim's paper, "Online Consumer Complaint Behaviours"? This paper predominantly examines motivations for negative WOM but the literature review also provides context for positive WOM.