Why is Telstra so cruel? Another capitalist nightmare


I am writing this on my third attempt to tell Telstra that their service has failed yet again.  I am without email or the internet.  I tried late last night but after twenty minutes the connection – with Telstra – just failed.  I tried again at 6.30 this morning.  The computer said that the wait time was fourteen minutes.  After forty three I had to give up to keep an appointment.  This time, the third, the computer said that the wait time was more than twenty minutes.  At least the computer has given up lying.  It is more honest than the dreadful bastards who run this rogue outfit.  Telstra has succeeded in being ruder to its customers than Qantas.  That is a fearful indictment.

As the butcher at Castlemaine said, if we ran a business like this, we would not have a business.  It is not just a business matter – decent people would not inflict this kind of vulgarity if not cruelty on other people because that kind of conduct is just plain immoral.

How are Telstra permitted to get away with a cruel indifference to people that reminds me so much of the cruel indifference that Communist regimes show to their people?  The only answer I can think of is that they have inherited a virtual monopoly that enables them to do what they like.  And overpay themselves massively.  They are the archetypal 800 pound gorilla.

Those dreadful galahs that pose as directors of this rogue outfit, and line their pockets as they go, should be required to make at least one of these calls a day.  They would then cure themselves of their own criminality within a week.

You have to wonder what it is about Australia that allows us to breed and raise people who are prepared to be so rude and cruel to other Australians.  Our love affair with mediocrity is one thing – but this is downright bastardry.  And what happens to people who have to be able to rely on these crooks to run their own business – as I do?  Must we all just get sucked down into their gutter?

And now here is the worst part.  I own shares in these bastards – I therefore get ripped off at both ends.

If you ever get to read this note, normal service will have been restored.  This call – the third – is past twenty minutes and climbing.  If we stay on the graph, it could be well over an hour – or I may just be despatched to oblivion.

Why ever did we give up those decent honest people at the PMG?  At least then we could complain to our local member.

PS After about thirty minutes, I got through on the third attempt.  I will not reflect on the man who sounded a long way away – gone are the days when NBN calls were taken at Townsville – for fear of reprisals, but he said a technician would have to call.  I explained I needed to be connected urgently for business reasons, and after another unconscionably long delay, he said that a technician would arrive this afternoon in a four hour window.  He would ring first.

Well, how silly would you have to be to believe anything these bludgers said?  I had mentioned to my overseas consultant, whose English was as shaky as his grasp of technology, that there had been grievous delays in my getting help.  He apologised and gave me a reference number to quote and said that he would enable me to duck the queue if I needed any more help.  My heart sank a bit when he said he would email me – my inability to get emails was the reason I was speaking to him. That might give rise to what some might call an ontological dilemma, or existential quandary.  We agreed that SMS might be more efficacious.  Things were looking up.

In fairness to Telstra, they rang at 4.25 – 35 minutes before the window closed – to say that because this was the weekend, they would not be able to get someone to me today, but would I like to see one tonight or Monday?  I explained that I had just fixed the problem.

How had I pulled that miracle off?  I recalled that I had made a note in my little black telephone book of a technique taught to me, I think, by the people in Townsville.  Even idiots like me start by switching everything off.  They had told me, as I found I had noted, to switch off the NBN connection at the wall, turn it back on, then insert a pin into the reset access point at the rear of the modem until all of the lights go out – and then go to your knees and pray.  Fervently.  I did that and – Lo!  After some Hithcockian sputtering, it spun into life, and I was back in touch with the world!

It would of course be silly to suggest that that simple advice should have been given to me shortly into my first call by someone whose tone commands confidence.  No – first the mug buyer has to endure another nightmare.  Alternatively, why as a shareholder should I have to foot the bill for a technician to call after hours when the problem could and should have been dealt with on the phone within ten minutes of my picking it up?

Perhaps we might set up a charitable refuge –


5 thoughts on “Why is Telstra so cruel? Another capitalist nightmare

  1. Hello Geoffrey,
    I too constantly pray that nothing goes wrong with my service.
    If and when it does, the nightmare begins.
    Peter Morris

  2. Agree wholeheartedly with your rant about Telstra ….just one small point….Fascist regimes are just as bad as Stalinist style communist regimes….both are dictatorships…

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