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#1
Recently, I signed up to a 24 mth contract with Soul for both my phone and internet. I was unsatisfied with my current deal and had decided to look else where. My friend had told me about this good plan: 256kb/s & Unlimited downloads for $30 p/m. Not terribly fast, but good for the price in my opinion.
I placed a call to Soul's call centre that very afternoon (a Sunday afternoon), and got through to somebody in their Sales department of their call centre. I thought, wow. That is incredibly good. I got through on a Sunday!
Everything was organised, I would be having a January 9th connection, and just to sweeten the deal, they threw in a free modem!
Come January 9th, we received a CD with install instructions, but without a modem, and a letter telling us that our billing period had started that day. I though, geez. That's not great. We're getting billed for a service we're not receiving!
5 days later, after a number of lengthy (most upward of 45 min) calls to their call centre to get it worked out, we got our modem in the mail, and upon installation, we encounter numerous problems that prevent us from connecting to the internet (none on our part). I placed another 1-hr call to their call centre and they fixed it, after sending out a technician to fix the problem, and reversed all charges incurred to that day. Although I wasn't terribly happy with their level of customer service, or lack their of, I was content in the fact it was now working and the charges had been reversed.
Fast forward to 14th February and my girlfriend, my housemates and I decide to move rental properties. I call Austar and get the service transferred. I call Aurora (and although a minor hiccup with connecting the wrong house), I get the service transferred. I called and called and called but nobody was picking up. I called once and stayed on the phone, and, at 7pm, received a message saying that soul were experiencing technical difficulties and to call back another time (after 1-hr 10 mins on the phone!). I did some research and found out that Soul's call centre actually closes at 7pm!!!
All I wanted to do was transfer our service to our new property!!
Unfortunately due to Soul's inability to provide adequate customer services, I have not been able to do this and have encountered long calls without resolution of this problem, including further deceit on Soul's part. On one call, I was informed that I would have a call from a manager of Soul within 24-48 hours to resolve this problem, as their managers were caught up dealing with other complaints, (I was told this with my original complaint but said call never eventuated), and suprise suprise I have not been contacted, 4 days later!
I feel incredibly angry at this point in time. The way that Soul have neglected me as a customer and have failed to provide me with adequate services I believe are required to be provided is totally unacceptable.
On saturday, I sent an email to the Telecommunications Industry Ombudsman to get this sorted out. This is incredibly pathetic from a company who's tag-line is: "Never have to talk to Telstra again!" What Soul fail to mention is that, although you'll never have to talk to Telstra again, you will never be able to talk to anybody at Soul.
Basically, the point of this rant is this: Soul provide flashy deals at low cost for a reason. Soul provide little to no helpful customer service, even for a customer such as my self wanting to make a trivial request.
Please, I urge all people to take heed of this warning. You most certainly do not need to have Soul.
I placed a call to Soul's call centre that very afternoon (a Sunday afternoon), and got through to somebody in their Sales department of their call centre. I thought, wow. That is incredibly good. I got through on a Sunday!
Everything was organised, I would be having a January 9th connection, and just to sweeten the deal, they threw in a free modem!
Come January 9th, we received a CD with install instructions, but without a modem, and a letter telling us that our billing period had started that day. I though, geez. That's not great. We're getting billed for a service we're not receiving!
5 days later, after a number of lengthy (most upward of 45 min) calls to their call centre to get it worked out, we got our modem in the mail, and upon installation, we encounter numerous problems that prevent us from connecting to the internet (none on our part). I placed another 1-hr call to their call centre and they fixed it, after sending out a technician to fix the problem, and reversed all charges incurred to that day. Although I wasn't terribly happy with their level of customer service, or lack their of, I was content in the fact it was now working and the charges had been reversed.
Fast forward to 14th February and my girlfriend, my housemates and I decide to move rental properties. I call Austar and get the service transferred. I call Aurora (and although a minor hiccup with connecting the wrong house), I get the service transferred. I called and called and called but nobody was picking up. I called once and stayed on the phone, and, at 7pm, received a message saying that soul were experiencing technical difficulties and to call back another time (after 1-hr 10 mins on the phone!). I did some research and found out that Soul's call centre actually closes at 7pm!!!
Unfortunately due to Soul's inability to provide adequate customer services, I have not been able to do this and have encountered long calls without resolution of this problem, including further deceit on Soul's part. On one call, I was informed that I would have a call from a manager of Soul within 24-48 hours to resolve this problem, as their managers were caught up dealing with other complaints, (I was told this with my original complaint but said call never eventuated), and suprise suprise I have not been contacted, 4 days later!
I feel incredibly angry at this point in time. The way that Soul have neglected me as a customer and have failed to provide me with adequate services I believe are required to be provided is totally unacceptable.
On saturday, I sent an email to the Telecommunications Industry Ombudsman to get this sorted out. This is incredibly pathetic from a company who's tag-line is: "Never have to talk to Telstra again!" What Soul fail to mention is that, although you'll never have to talk to Telstra again, you will never be able to talk to anybody at Soul.
Basically, the point of this rant is this: Soul provide flashy deals at low cost for a reason. Soul provide little to no helpful customer service, even for a customer such as my self wanting to make a trivial request.
Please, I urge all people to take heed of this warning. You most certainly do not need to have Soul.

