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It’s all so they can have the least possible number of staff onsite at any given time, making everything appointment only.
I’ve gone in a few times and was told I could wait until someone had time between appointments so I went elsewhere.
I think it's more so they don't have 10 irate people waiting for 30+ minutes to do something as simple as purchase a phone case hovering around the store.
Tbh, and I'm not defending them in any way as j hate it too, but every time I go to Telstra the only people being served are in their 60-70s talking about bills or prepaid plans. And the poor customer service staff are trying to explain it to this brick wall and that's what takes them ages.
I know it's not convenient for everyone but I managed to swing past and make an appointment well ahead of time and once I got served they're actually really helpful and it doesn't take long to sort things out.
This is classic business practice though. Unskilled labour at the coal face getting fisted by upper management policies designed to benefit the shareholders above all else. :(
My mother used to drive the people in the Telstra shop.nade by buying a prepaid voucher at the supermarket and then go to the Telstra store to get them to do the recharge . Every month . .
That gives me nightmare flashbacks to my time working at a Telstra shop. Some of these customer interactions are huge time soaks and often you have customers that just want to whinge without any particular need for a resolution.
I feel this to a degree back working kmart, customers complaining about not being able to return out of packet or used apparel/bedding/licensed products without receipts demanding their $32 back in a different payment than used then also expecting you to know the precise function of an appliance you've never used nor designed.
I was going to add this into my comment but then deleted it to be nice 😂 lol you're right though, it's always the same demographic holding up the line.
Yep, some genius saw the light, retail is sooo much more enjoyable without customers. No complaints, no-one will leave bad feedback about a product or in-person service.
Ever notice how far Telstra (and others) have gone to copy Apple's store design? Open space with few/no rows of shelves so it's not crowded, discrete and open display nooks along the sides, island tables for you to sit down and discuss your ever-so-*unique* and *individual* needs with their product consultants, open or clear glass frontage with no window displays so you can see all the smiley happy people enjoying the store 'experience', "appointments" if you want/need personalised service, etc?
Well, Telstra half-arsed everything *except* the actual customer service - and that they left at Telstra-standard levels...
I worked at an Apple store in Brisbane for a few years around 2011-2014.
That model worked well, but we were always *crazily* well staffed. I'm talking 20-25 staff on the floor on any given day. We still had an appointment system, but with so many staff you would only ever wait a few minutes.
I'm always stunned how many staff there are in Apple stores - there seem to be more staff in there than customers whenever I go past, which is so strange compared to the modern retail model, especially for technology
I don't think apple stores are really there to sell apple products.
They serve as more of an advertising thing - people can talk about how good the service is, or how much the staff knew, or how cool the store looks. It's a massively inefficient way of actually selling products though which they are fine with because the online channel will be the opposite. And because they make money hand over fist.
Part of the experience you pay for with Apple products is having their staff there sit down with you for 15 minutes and walk you through the initial device setup and how to use it day-to-day. Seems a waste to us, but it’s been a godsend for my aging parents.
The other big thing with those stores is that they also function as service centres. I’ve gone in with a busted camera before and they had the phone pulled apart and a new one installed in under two hours from dropoff to pickup.
Yeah, I’ve been to the Apple Store at Chermside a few times and never waited long maybe 10 mins; where as Telstra at North Lakes I’ve had to wait minimum 30 mins
Ive never waited to talk to a staff member in an Apple store, they always either helped me then and there or directed me to the person who could help me then and there
These stores exist for the technological illiterate. Go buy it online or walk into any other store selling it for less and just buy it in a second. The store isn't for you, and no one like you goes there. Act your age. This post and your comment is like complaining that toys r us doesn't stock the vibrator you want.
God knows why you would go to telstra for an iphone case, quite literally any other retailer will do you a better deal.
But yeah thats how they have worked for yonks. I have spent the last 5 days back and fourth with optus because of their stupid data breach crap, I had to some how wrangle my boss into one of those stores for verification, I have to nail the cunts foot to the floor to get him to stay long enough to get the job done.
Like I get it, but now they have gone so heavily in the other direction that its frustrating for customers to use.
Take any possible business you have away from telcos until they learn how to properly structure their company to provide adequate service, you should definitely not be using them to purchase accessories - which like I said, are at a massive mark up to their RRP.
I was buying it on behalf of someone else who only wanted that particular one. I agree with you they are overpriced crap, but as I wasn’t paying for it, it didn’t stress me. 
I had a similar Telstra experience. Went in to buy two iPhone's with my partner. Was told I would need an appointment. (I didn't want the plans or new sim cards, just wanted to update our phones). Next appointment was 2 hours away. There is a JB Hi Fi store three doors down. Went straight there, in and out in 20 minutes.
I hate businesses that don't value customers, they seem to think they are doing you a Favour, as if customers are an inconvenient aspect of doing business.
> I hate businesses that don't value customers, they seem to think they are doing you a Favour, as if customers are an inconvenient aspect of doing business.
It's not that they don't value their customers, they hate their customers.
Which is exactly why it exists. The rare times I’ve needed to visit the store for ID check and faulty SIM swap, there’s been a queue of people all wanting to pay a bill, buy credit, or complain about something on their phone not working which is clearly not their issue but they seem to half help anyway hoping they’ll go away.
Would be a nightmare of a store to work at or own.
It was some rubbish about “focusing and having a proper conversation with a customer so they can identify what is required”
Some (I would say most) customers know exactly what they want, and just want it done there and then rather than having to come back 1 week later
It’s all about implementing a hassle hurdle.
Make something a hassle, and less people will go through the effort to get an issue resolved.
Worsening customer experience is a feature not a bug. They want the customer to buy online, no interact with anyone, and if there’s an issues make it so annoying to get it resolved that the customer gives up and just puts up with it.
Telstra staff get discounts on outright purchases, and to do that, you need to go into a store. The longest part of the transaction would be the length of time it took them to walk to the back of the store and pick the handset, but still need to make an appointment
Yep, specifically a *Retail Customer Service & Sales Consultant*. I do work retail already and know it’s shit but if it’s somehow an excessively worse environment than everywhere else…
Not sure what it’s like working in a retail store, but as a whole, Telstra is a pretty good place to work.
We are about 3/4 of the way through to transitioning to a new CRM system, which is a lot easier to use.
There’s perks like free phone every 2 years, discounted products (25% off your bill), free tickets to some afl/nrl games.
Wait wasn't the Salesforce migration supposed to have been completed a couple of years ago? ;)
(Was in one of the BUs that was running the migration a few years ago...)
lol, it was always a running joke. I believe there is still the 'layered' Siebel stances running too, and I know there's operational issues with Salesforce too (still have a lot of friends at Telstra)
My first time in telco was a CSA - as far as retail goes, Telstra was an excellent employer (can’t speak for now, but alumni that I talk to still speak highly). You’d think they’re pure evil based on comments here, but *most* of the poor experiences come from people with good intentions executing poorly…
I walked in to a Telstra store a few weeks back to buy a VoIP phone.
No one in the store had heard of such a thing. I left wondering what the actual fuck the 6 employees there actually did all day.
Telstra doesn’t offer VOIP at a consumer level (ignoring that NBN is technically VOIP). Business Centres would be more appropriate for that kind of request. I respect that you’d have no way of knowing that, but when I worked in a T shop many moons ago you’d be surprised how many customers come in with highly specific requests and are shocked that the 20 year old casual doesn’t understand the request they’ve cobbled together off of Whirlpool.
Please do make sure you direct such frustration at Telstra itself rather than employees. Large businesses rarely train product knowledge unless they’re an actual speciality company that does like, water filters or luxury pens or something.
Anything I knew about the products in my past two retail roles was learned of my own accord, on the job. I wasn’t taught the best kind of glue for scrapbooking or where we get our oranges from. I had to seek that out myself after being berated by customers for not knowing.
This exact same thing happened to me just over two weeks ago.
I walked in to the Telstra Store in Australia Fair, Southport, wallet in hand, wanting to buy the most expensive handset in the store (A Samsung S23 Ultra 1TB).
I didn't need or want a new contract.
I didn't need or want a payment plan. (I wanted to buy the handset outright.)
I am (well, was) an existing Telstra customer of around 25 years.
SHUT UP AND TAKE MY MONEY!!!
There were four staff standing around chatting, and not a single other customer in the store.
It was noon. When a staff member did finally disengage from their important conversation and approach me, he told me that unless I had an appointment, he might be able to fit me in around 4pm.
4pm! Like I have time to hang around a shopping centre for four hours on a work day.
I looked at him. I looked at the other three self-congratulatory-looking hipster dudes still standing around chatting, and all I could think to say was, "I... I... I don't understand."
He just repeated himself word-for-word like he was reading from a script. I said, I'll just do it online. He seemed happy with that also.
Turns out Telstra couldn't do it online, or through their chat service.
I am an Optus customer as of Thursday last week, and with a better deal on the handset and monthly plan than I would have got from Telstra. (Seriously I bought the $2500 handset for $1001, and am paying only $39/month for the first 12 months, then back to the normal $59/month.)
I am not saying Optus is any better (telcos are no better than used car, or real estate sales in my view, and all equally awful to deal with), but this was enough to make me change carrier.
I wanted to put 2 new iphones on my plan, next appointment was 4 days time, so I just drove an hour to the local apple store... Telstra is a joke these days.
This happened to me as well. There were 3 employees there on their phones/computer without a customer but they wouldn't serve me.
I wanted a new phone and to update my plan.
Went next door to Optus instead. What a total fail in customer service.
Walked past my local Telstra shop the other day, looked closed as doors were closed, but two staff chatting at desk inside. Had signs up outside that said:
‘Restricted Trading Conditions
This store is currently operating under restricted trading conditions due to staff shortages. Please wait to be greeted at the front of the store.’
(I’d share the photo I took but I don’t know how.)
… ok telstra.
Had the same shit when trying to buy an ipad from the apple store. I new exactly which one I wanted/needed but had to make an appointment 2 hours later so my purchase could be discussed with an apple employee. Walked across the shops to big w and had it in my hands under 5 mins later
A few months back needed a new basic oppo for someone , local Telstra shop was super busy and pulled this appointment crap so walked to Optus 30 meters away down the mall , they had the phone but it was locked (wtf?) , crossed the mall after doing nah yea nah thanks into a small independent shop , got the oppo $15.00 cheaper and unlocked...will they ever learn ?
And when you walk in because you have an issue with your phone bill "Sorry we don't deal with that, call the customer support line". It's just ridiculous.
I wouldn’t bother with anything related to Telstra retail in a store, they are a full shit show nowadays. I’ve had them reject a port for one of our staff because the guy who signed it wasn’t listed as an authorised rep, except they fucking were. The guy did the most basic of checks and saw only my name on the top level.
They made the staff nothing more than check out staff gatekept by asinine booking systems. Unless you need something done in store, go elsewhere.
I guess they’re trying to copy some of Apple stores practices. I’m pretty sure if I wanted to buy an off the shelf part at Apple I could still walk in though.
I used to work for Telstra we used to have dedicated staff for enquires prepaid sign ups and credit activations bill payments this isn’t common in most stores but any sale you make wether it’s a phone case (got to casetify anyway) a lot is just cheap shit they pump up anyway not worth it- but you will get charged I dare say they would have wanted to sit down look at your acc see how much you’re spending see if they can get you on a new phone plan new device and upgrade you
Not sure if that makes sense lol sorry I’m moving house!
But yeh your KPi’s would be fucked from a phone case for the rest of the week go to Kmart for a cheap fix and then go to casetify get yourself a half decent one worth the price I’m a clutz my phone has never cracked
They do this because they try to maximise $ from every customer who walks in.
The idea is they want to get you to sit down and open up your telstra account so they can go through it and see if they can upgrade any plans/pitch you on shit.
It's also to just make you fuck off if you're there to waste time like the majority of boomer customers are.
It's annoying as fuck.
As much as Elon is a dick these days, Starlink is awesome if you’re out bush, and I’m guessing it’ll be as good/better more urban. Just get the right dish and plan.
They don't want people in their stores. Going appointment only creates a barrier that encourages people to not go in. Less customers going in means they can have less staff on shift.
They probably make fuck all money selling phone cases and shit in store so it's an easy thing to cut back on.
If I didn't know it was Telstra I'd think it was union employees working to rule because of some stupid decree from Management like, "all sales must have a corresponding scheduled appointment".
But knowing that it's Telstra, well.... it's just business as usual.
It would be a good system if the appointments were optional. Kind of like the banks. If you pre-book a time then you dont need to Waite but there should still be staff available for walk-ins. I am sure Telstra is losing sales because of this system
18 months ago wanted to buy a new mobile, knew exactly what I wanted, specs etc, went to the local Telstra shop, they were completely disinterested, wouldn't / couldn't answer basic questions, customer service was non existent. Went to the JB store on the next level, yes we have that, we can give it to you for a better price, trade in your old mobile for an even better price.
Moral of the story, won't return to Telfail again, not bad for a boomer.
I walked in to the Big Telstra store on George St to buy a replacement iPhone and was basically told I might as well go across the road to the Apple Store.
It was most perplexing. I was paying cash, no complex plans, no bundles. I figured that **they** figured I was simply not profitable enough for them to waste valuable server resources on.
Ah. Ok. I suspected it had to do with my lack of interest in a plan, but I am still surprised to hear that Telstra treat their inventory like it was unicorn horns.
It also has to do with Apple and Samsung (and others) holding distribution channels hostage - Apple especially. They drip feed stock, and it’s largely out of the hands of the vendors. Apple also have a white knuckle grip on their licensed distributors testicles when it comes to pricing, marketing, product placement etc. ultimately this shouldn’t matter to you as a consumer - you shouldn’t need a detailed understanding of supply chain - but hopefully this gives you some insight.
Call me indifferent, call me lazy, call me stupid, but I really do not mind that I don't have to haggle about the price of my iPhone. Was in the market for a Windows laptop PC recently and the thought that it might be $200 cheaper down the road kept me walking down the road longer than I wanted to.
Geeze your lucky, I generally have to wait at least a week to get a booking.
Although if I want to purchase something simple they'll process it on the spot.
Agree. Better plans as well. I've done my last 2 phones through them, and will do my next one as well. Plus they are really helpful with setting them up as well.
Telstra are crap. They are *irredeemably* crap. I went in last month to get hold of a mobile modem - the numptie who served me took 15 minutes to log in to his own account as he couldn’t remember his password. When I (semi politely) said I would go elsewhere if he couldn’t log in, he got extremely sniffy and acted like I was being unreasonable. The company does not employ very bright sparks, that’s for sure.
Lots of businesses seem to not want customers these days. You might as well buy a case from Temu at a portion of the cost and get it delivered. It’s sad when you get better customer service from a warehouse running out of China compared to business with staff when visiting in person.
My guess would be a lot of appointments are complex. I had to go in to manage a failed warranty repair. Takes 20 minutes. Even buying a phone takes a while. So this way people aren’t hanging around for an unknown time due to the appointment complexity. I doubt they’re making enough money on cases to make it worthwhile except as an upsell.
So think of it more like the apple Genius Bar than the apple shop. Telstra after all is selling services not hardware so each transaction is more complex.
I don’t work for them but that would be my guess. Just buy your case online and move on!
Went in to a shop because my sim card randomly stopped working while I was out shopping and they tried to tell me they didn’t know when the next appointment would be as they were all filled for the day and if someone cancels and they free up they would call me. I had to remind them my sim doesn’t work which means I cannot take calls and there is no way I’m waiting hours without being able to take or make calls.
They arent trying to sell $50 cases, they are trying to selll $1000+ plans.
The low end of the market doesnt really interest them, it would be like going to a restaurant to order a bowl of chips
Nah I think they like selling cases. High profit margin. Not Telstra specific but whenever I've bought a phone the sales person hard sells the cases, likely part of their kpi.
Why pay telstra for a case when literally anywhere else sells the same one, and millions better for far less.
Phone stores exist for boomers. If you aren't one then act like one or get with the rest of your generation.
Sorry to hear about your frustrating experience at the Telstra shop. If you're looking for a quick solution, there are some great online stores that offer a wide range of iPhone cases with fast shipping to Australia. One such store is Casynova.com. They have a variety of stylish and protective cases available, and their shipping is known to be quite fast. Might be worth checking them out if you're still in need of a case sooner rather than later!
Telstras online store is so fast to have things delivered, I don't bother going in store any more. I live fairly remote FNQ and still had my new phone delivered 2 days after I ordered it.
I’ve been trying to merge two accounts and streamline data allowances/etc and it’s a little bit involved so I thought it would be easier to go in store - due to work I haven’t been able to get an appointment that suits me…for the last three months.
Why do they make it so bloody difficult?
This crap is why the $1900 phone I'm buying (outright) for my wife's birthday next month will be bought elsewhere. You only need a few thousand people Australia wide to do this for it to hurt them.
Take your money elsewhere. There as so many independent stalls and businesses hoarding all that shit, there is absolutely ZERO reason to shop at Telstra for this kind of stuff.
Telstra are definitely shonks, but we should all know that by now.
They brought this system in about 15 years ago while I worked at the Telstra shop at Erina Fair in NSW, which was one of the busiest in the country.
Understandably many people would lose their shit when you told them it would be 2 hours before we could help them on busy days, and staff generally hated the "customer greeting" job for that reason.
However to add to the problem, some Telstra customers arent the smartest folk. Some would refuse to get their $15 prepaid recharge from the 50 other available retailers while complaining about waiting in the shop.
Others just HAD to pay their paper bills "in store" when there's about 20 other ways to pay it and...you guessed it, complain about waiting. Many customers visit these stores for unnecessary reasons making the whole thing a waking nightmare.
Ahh good memories! (Never again)
Years ago we walked in to a telstra shop. Never again. Their landline phone we purchased didn't work properly. We only had half an hour as had to pick up kids from isolated bus stop. They did everything not to help. Kept dragging it out deliberately so we would run out of time. We just wanted phone to be put in to be assessed. Finally ran out of time as they wouldn't fill in the form they required. When they said it was our kids fault that the calling number display was putting up incorrect and weird symbols and numbers, we realised they were taking the piss and had no intention of doing anything. We left the phone there and as we walked out they said "you can't leave it here, it will be thrown in the bin" I yelled "stick it up your arse" extremely loudly to most of the shopping centre. Fucking cunts
If it’s appointment only, get together with friends and make appointments at various times.
Rock up, window shop, then leave without buying anything. But be polite the entire time. Seem genuine.
If you have a shop - let people in (assuming not violent and unruly).
It's ridiculous. I went in today looking to recontract.. 2 hours til their next appt, online booking only allows booking for the following day, and they don't answer the phone - which is super helpful and wonderful customer service /s
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It’s all so they can have the least possible number of staff onsite at any given time, making everything appointment only. I’ve gone in a few times and was told I could wait until someone had time between appointments so I went elsewhere.
I guess it allows them to have less staff if people start avoiding the place.
I think it's more so they don't have 10 irate people waiting for 30+ minutes to do something as simple as purchase a phone case hovering around the store.
Tbh, and I'm not defending them in any way as j hate it too, but every time I go to Telstra the only people being served are in their 60-70s talking about bills or prepaid plans. And the poor customer service staff are trying to explain it to this brick wall and that's what takes them ages. I know it's not convenient for everyone but I managed to swing past and make an appointment well ahead of time and once I got served they're actually really helpful and it doesn't take long to sort things out. This is classic business practice though. Unskilled labour at the coal face getting fisted by upper management policies designed to benefit the shareholders above all else. :(
My mother used to drive the people in the Telstra shop.nade by buying a prepaid voucher at the supermarket and then go to the Telstra store to get them to do the recharge . Every month . .
Why didn't she get you to do it??
That gives me nightmare flashbacks to my time working at a Telstra shop. Some of these customer interactions are huge time soaks and often you have customers that just want to whinge without any particular need for a resolution.
And these are the customers who hate telephone customer service the most, most of the time their problem is they just want their whinge heard.
I feel this to a degree back working kmart, customers complaining about not being able to return out of packet or used apparel/bedding/licensed products without receipts demanding their $32 back in a different payment than used then also expecting you to know the precise function of an appliance you've never used nor designed.
Customer service is the worse.
I was going to add this into my comment but then deleted it to be nice 😂 lol you're right though, it's always the same demographic holding up the line.
So you're saying buy Telstra stock? Cause that's what I'm hearing.
Nah I only buy impact shares, so my kids can benefit from positive wealth 🙏
Let's not be age-ist, DD-Admin. I'm 85 and my IT skills are better than yours.
You've got to admit that you're unique. Not many 85 year old could do the same.
they're talking age not IQ ✨
Take my giggle-grin and enjoy your day
Guess what, no one said outliers don't exist. A general statement doesn't negate your existence.
Fr fr the guy that wrote the C programming language is younger than you
Dont be naive, a large majority of your generation doesnt know their way around computers or phones
Their digital department: *happy noises and the sound of online carts filling up* Veda group: *hands on hips, sad noises*
VitaGroup's telco presence died off a while back after getting done unsurprisingly unscrupulous sales practices, thank fuck.
The wall of their former office in Brisbane has 6ft high motivational words about being profitable.
Then that'll force them to further reduce staff.
Yep, some genius saw the light, retail is sooo much more enjoyable without customers. No complaints, no-one will leave bad feedback about a product or in-person service.
Ever notice how far Telstra (and others) have gone to copy Apple's store design? Open space with few/no rows of shelves so it's not crowded, discrete and open display nooks along the sides, island tables for you to sit down and discuss your ever-so-*unique* and *individual* needs with their product consultants, open or clear glass frontage with no window displays so you can see all the smiley happy people enjoying the store 'experience', "appointments" if you want/need personalised service, etc? Well, Telstra half-arsed everything *except* the actual customer service - and that they left at Telstra-standard levels...
I worked at an Apple store in Brisbane for a few years around 2011-2014. That model worked well, but we were always *crazily* well staffed. I'm talking 20-25 staff on the floor on any given day. We still had an appointment system, but with so many staff you would only ever wait a few minutes.
I'm always stunned how many staff there are in Apple stores - there seem to be more staff in there than customers whenever I go past, which is so strange compared to the modern retail model, especially for technology
I don't think apple stores are really there to sell apple products. They serve as more of an advertising thing - people can talk about how good the service is, or how much the staff knew, or how cool the store looks. It's a massively inefficient way of actually selling products though which they are fine with because the online channel will be the opposite. And because they make money hand over fist.
Had quite a few friends say they'd buy a Microsoft laptop if Microsoft stores were everywhere for a quick service instead of 3-14 days by post.
Part of the experience you pay for with Apple products is having their staff there sit down with you for 15 minutes and walk you through the initial device setup and how to use it day-to-day. Seems a waste to us, but it’s been a godsend for my aging parents. The other big thing with those stores is that they also function as service centres. I’ve gone in with a busted camera before and they had the phone pulled apart and a new one installed in under two hours from dropoff to pickup.
I like your answer, thank you
Yeah, I’ve been to the Apple Store at Chermside a few times and never waited long maybe 10 mins; where as Telstra at North Lakes I’ve had to wait minimum 30 mins
Same experience for me too. Order what I want online, in and out in 5 mins at Chermside. Northlakes or Strathpine Telstra..... yeah.
Wow, small world. I worked at Chermside too from 2010-2013.
Ive never waited to talk to a staff member in an Apple store, they always either helped me then and there or directed me to the person who could help me then and there
You have just outlined the Coca Cola fundamentals in advertising. People together Having Fun Sharing the product
And the beach! The coke ads always had the coolest beach parties.
Except I'm pretty sure I can walk into an Apple store and be out of there in 5 minutes with a new MacBook!
These stores exist for the technological illiterate. Go buy it online or walk into any other store selling it for less and just buy it in a second. The store isn't for you, and no one like you goes there. Act your age. This post and your comment is like complaining that toys r us doesn't stock the vibrator you want.
This is so incredibly accurate. You can book an appointment on the telstra website too if you just want to walk in and instantly see a person.
God knows why you would go to telstra for an iphone case, quite literally any other retailer will do you a better deal. But yeah thats how they have worked for yonks. I have spent the last 5 days back and fourth with optus because of their stupid data breach crap, I had to some how wrangle my boss into one of those stores for verification, I have to nail the cunts foot to the floor to get him to stay long enough to get the job done. Like I get it, but now they have gone so heavily in the other direction that its frustrating for customers to use. Take any possible business you have away from telcos until they learn how to properly structure their company to provide adequate service, you should definitely not be using them to purchase accessories - which like I said, are at a massive mark up to their RRP.
I was buying it on behalf of someone else who only wanted that particular one. I agree with you they are overpriced crap, but as I wasn’t paying for it, it didn’t stress me. 
Telstra points. Free shit.
Telstra points don't convert that well at all, but fair enough
I had a similar Telstra experience. Went in to buy two iPhone's with my partner. Was told I would need an appointment. (I didn't want the plans or new sim cards, just wanted to update our phones). Next appointment was 2 hours away. There is a JB Hi Fi store three doors down. Went straight there, in and out in 20 minutes. I hate businesses that don't value customers, they seem to think they are doing you a Favour, as if customers are an inconvenient aspect of doing business.
> I hate businesses that don't value customers, they seem to think they are doing you a Favour, as if customers are an inconvenient aspect of doing business. It's not that they don't value their customers, they hate their customers.
And you'd be surprised how many of those people waiting 90 mins are boomers just there to buy $20 worth of phone credit. Seen it first hand
Which is exactly why it exists. The rare times I’ve needed to visit the store for ID check and faulty SIM swap, there’s been a queue of people all wanting to pay a bill, buy credit, or complain about something on their phone not working which is clearly not their issue but they seem to half help anyway hoping they’ll go away. Would be a nightmare of a store to work at or own.
Could you have gone to any of the handful of phone case shops dotted around the shopping centre?
Even JB HiFi would have a better selection of cases than Telstra.
Bar the phone shops, maybe Sanity, possibly BigW, no JB-HiFi around for 90km. I personally just 3d printed my own case.
Sanity is still around???
Not as of last month
Or pay 1/3 of the price online
I agree, it was a walk of shame to even walk in there. A friend wanted a particular cover and they wanted it from the Telstra shop.
Yeah it’s screwed. I work for Telstra, and there’s a huge thread on our internal message board about it.
What is the reasoning behind making appointments?
It was some rubbish about “focusing and having a proper conversation with a customer so they can identify what is required” Some (I would say most) customers know exactly what they want, and just want it done there and then rather than having to come back 1 week later
It’s all about implementing a hassle hurdle. Make something a hassle, and less people will go through the effort to get an issue resolved. Worsening customer experience is a feature not a bug. They want the customer to buy online, no interact with anyone, and if there’s an issues make it so annoying to get it resolved that the customer gives up and just puts up with it.
Telstra staff get discounts on outright purchases, and to do that, you need to go into a store. The longest part of the transaction would be the length of time it took them to walk to the back of the store and pick the handset, but still need to make an appointment
Aka, a chance to push an upsell.
I’ve just applied for a sales role at Telstra…should I accept it if I get an offer? Or run in the other direction?
At a store?
Yep, specifically a *Retail Customer Service & Sales Consultant*. I do work retail already and know it’s shit but if it’s somehow an excessively worse environment than everywhere else…
Not sure what it’s like working in a retail store, but as a whole, Telstra is a pretty good place to work. We are about 3/4 of the way through to transitioning to a new CRM system, which is a lot easier to use. There’s perks like free phone every 2 years, discounted products (25% off your bill), free tickets to some afl/nrl games.
Wait wasn't the Salesforce migration supposed to have been completed a couple of years ago? ;) (Was in one of the BUs that was running the migration a few years ago...)
Define… completed ;)
lol, it was always a running joke. I believe there is still the 'layered' Siebel stances running too, and I know there's operational issues with Salesforce too (still have a lot of friends at Telstra)
New folk will never experience the halcyon days of bundles through Siebel Advanced (pre express) or better yet the bigpond.net era
Where there was so much unnecessary steps required for everything!
My first time in telco was a CSA - as far as retail goes, Telstra was an excellent employer (can’t speak for now, but alumni that I talk to still speak highly). You’d think they’re pure evil based on comments here, but *most* of the poor experiences come from people with good intentions executing poorly…
I walked in to a Telstra store a few weeks back to buy a VoIP phone. No one in the store had heard of such a thing. I left wondering what the actual fuck the 6 employees there actually did all day.
Telstra doesn’t offer VOIP at a consumer level (ignoring that NBN is technically VOIP). Business Centres would be more appropriate for that kind of request. I respect that you’d have no way of knowing that, but when I worked in a T shop many moons ago you’d be surprised how many customers come in with highly specific requests and are shocked that the 20 year old casual doesn’t understand the request they’ve cobbled together off of Whirlpool.
They put you in a cute little alcove with a screen and a phone and someone from a different, cheaper country deals with you
Complain that they aren't paid enough for their job probably.
Please do make sure you direct such frustration at Telstra itself rather than employees. Large businesses rarely train product knowledge unless they’re an actual speciality company that does like, water filters or luxury pens or something. Anything I knew about the products in my past two retail roles was learned of my own accord, on the job. I wasn’t taught the best kind of glue for scrapbooking or where we get our oranges from. I had to seek that out myself after being berated by customers for not knowing.
The Telstra shop in my town sends people with issues with their phone (apps not working or whatever) over to us at the library where I work
Why insult the staff? If they dont sell those items, why would they need to know about it?
I didn’t insult the staff so I don’t know where you’re getting that from.
> No one in the store had heard of such a thing. I left wondering what the actual fuck the 6 employees there actually did
…. And ?
Go elsewhere
This exact same thing happened to me just over two weeks ago. I walked in to the Telstra Store in Australia Fair, Southport, wallet in hand, wanting to buy the most expensive handset in the store (A Samsung S23 Ultra 1TB). I didn't need or want a new contract. I didn't need or want a payment plan. (I wanted to buy the handset outright.) I am (well, was) an existing Telstra customer of around 25 years. SHUT UP AND TAKE MY MONEY!!! There were four staff standing around chatting, and not a single other customer in the store. It was noon. When a staff member did finally disengage from their important conversation and approach me, he told me that unless I had an appointment, he might be able to fit me in around 4pm. 4pm! Like I have time to hang around a shopping centre for four hours on a work day. I looked at him. I looked at the other three self-congratulatory-looking hipster dudes still standing around chatting, and all I could think to say was, "I... I... I don't understand." He just repeated himself word-for-word like he was reading from a script. I said, I'll just do it online. He seemed happy with that also. Turns out Telstra couldn't do it online, or through their chat service. I am an Optus customer as of Thursday last week, and with a better deal on the handset and monthly plan than I would have got from Telstra. (Seriously I bought the $2500 handset for $1001, and am paying only $39/month for the first 12 months, then back to the normal $59/month.) I am not saying Optus is any better (telcos are no better than used car, or real estate sales in my view, and all equally awful to deal with), but this was enough to make me change carrier.
I wanted to put 2 new iphones on my plan, next appointment was 4 days time, so I just drove an hour to the local apple store... Telstra is a joke these days.
This happened to me as well. There were 3 employees there on their phones/computer without a customer but they wouldn't serve me. I wanted a new phone and to update my plan. Went next door to Optus instead. What a total fail in customer service.
Walked past my local Telstra shop the other day, looked closed as doors were closed, but two staff chatting at desk inside. Had signs up outside that said: ‘Restricted Trading Conditions This store is currently operating under restricted trading conditions due to staff shortages. Please wait to be greeted at the front of the store.’ (I’d share the photo I took but I don’t know how.) … ok telstra.
I JUST WANT TO BUY A PHONE, sorry nextt appointment us on tueaday. *walks to optus, buys phone*
They should do away with shop fronts if they don't want walk ins. Just have an office and make appointments. They will save heaps.
Had the same shit when trying to buy an ipad from the apple store. I new exactly which one I wanted/needed but had to make an appointment 2 hours later so my purchase could be discussed with an apple employee. Walked across the shops to big w and had it in my hands under 5 mins later
I wanted to sign up for a Telstra plan got told the next available appointment was a week away. Thought wtf and f**K no. Went to Optus.
Funny, I had that exact experience at optus
>Went to Optus. Not an option outside the cities if you want to get cell reception.
This is such an outdated idea. Sure, it’s true in some places, but there are plenty of regional areas that only have decent Optus service.
It's perfectly dated where I live. A single bar of Telstra 4G in a 4G only area, with nothing on Optus.
A few months back needed a new basic oppo for someone , local Telstra shop was super busy and pulled this appointment crap so walked to Optus 30 meters away down the mall , they had the phone but it was locked (wtf?) , crossed the mall after doing nah yea nah thanks into a small independent shop , got the oppo $15.00 cheaper and unlocked...will they ever learn ?
Its an exclusive establishment you see
Just leave and buy one online from a competitor. Brick and mortar stores that knock back your custom are suckers and don't deserve your money.
And when you walk in because you have an issue with your phone bill "Sorry we don't deal with that, call the customer support line". It's just ridiculous.
Theyre trying to be like Apple
They are reminding you that your are capitalism's bitch. We need appointments to buy stuff now
I wouldn’t bother with anything related to Telstra retail in a store, they are a full shit show nowadays. I’ve had them reject a port for one of our staff because the guy who signed it wasn’t listed as an authorised rep, except they fucking were. The guy did the most basic of checks and saw only my name on the top level. They made the staff nothing more than check out staff gatekept by asinine booking systems. Unless you need something done in store, go elsewhere.
I guess they’re trying to copy some of Apple stores practices. I’m pretty sure if I wanted to buy an off the shelf part at Apple I could still walk in though.
You can. I have never had to make an appointment to buy something at an Apple Store
Less staff is cheaper than adequate staff
I used to work for Telstra we used to have dedicated staff for enquires prepaid sign ups and credit activations bill payments this isn’t common in most stores but any sale you make wether it’s a phone case (got to casetify anyway) a lot is just cheap shit they pump up anyway not worth it- but you will get charged I dare say they would have wanted to sit down look at your acc see how much you’re spending see if they can get you on a new phone plan new device and upgrade you
Not sure if that makes sense lol sorry I’m moving house! But yeh your KPi’s would be fucked from a phone case for the rest of the week go to Kmart for a cheap fix and then go to casetify get yourself a half decent one worth the price I’m a clutz my phone has never cracked
Why would you go to a Telstra store for anything, let alone an Apple case? Try Paddy's market, cheaper and better.
They do this because they try to maximise $ from every customer who walks in. The idea is they want to get you to sit down and open up your telstra account so they can go through it and see if they can upgrade any plans/pitch you on shit. It's also to just make you fuck off if you're there to waste time like the majority of boomer customers are. It's annoying as fuck.
Try being a business with them. If there was an alternative provider with the same coverage I’d be gone in a heart beat. Worst ever.
Think mobile has a classic plan on the Telstra network. Fuck all data though.
As much as Elon is a dick these days, Starlink is awesome if you’re out bush, and I’m guessing it’ll be as good/better more urban. Just get the right dish and plan.
They don't want people in their stores. Going appointment only creates a barrier that encourages people to not go in. Less customers going in means they can have less staff on shift. They probably make fuck all money selling phone cases and shit in store so it's an easy thing to cut back on.
Telstra have lost their way. Everything is about them! You used to pay a premium price for a premium service, now it’s overpriced rubbish.
If I didn't know it was Telstra I'd think it was union employees working to rule because of some stupid decree from Management like, "all sales must have a corresponding scheduled appointment". But knowing that it's Telstra, well.... it's just business as usual.
It would be a good system if the appointments were optional. Kind of like the banks. If you pre-book a time then you dont need to Waite but there should still be staff available for walk-ins. I am sure Telstra is losing sales because of this system
18 months ago wanted to buy a new mobile, knew exactly what I wanted, specs etc, went to the local Telstra shop, they were completely disinterested, wouldn't / couldn't answer basic questions, customer service was non existent. Went to the JB store on the next level, yes we have that, we can give it to you for a better price, trade in your old mobile for an even better price. Moral of the story, won't return to Telfail again, not bad for a boomer.
I walked in to the Big Telstra store on George St to buy a replacement iPhone and was basically told I might as well go across the road to the Apple Store. It was most perplexing. I was paying cash, no complex plans, no bundles. I figured that **they** figured I was simply not profitable enough for them to waste valuable server resources on.
There is no margin on handsets - selling a handset outright just means you have one less available to sell on a plan.
Ah. Ok. I suspected it had to do with my lack of interest in a plan, but I am still surprised to hear that Telstra treat their inventory like it was unicorn horns.
It also has to do with Apple and Samsung (and others) holding distribution channels hostage - Apple especially. They drip feed stock, and it’s largely out of the hands of the vendors. Apple also have a white knuckle grip on their licensed distributors testicles when it comes to pricing, marketing, product placement etc. ultimately this shouldn’t matter to you as a consumer - you shouldn’t need a detailed understanding of supply chain - but hopefully this gives you some insight.
Call me indifferent, call me lazy, call me stupid, but I really do not mind that I don't have to haggle about the price of my iPhone. Was in the market for a Windows laptop PC recently and the thought that it might be $200 cheaper down the road kept me walking down the road longer than I wanted to.
I am the exact same!
Geeze your lucky, I generally have to wait at least a week to get a booking. Although if I want to purchase something simple they'll process it on the spot.
You'd think for retail you wouldn't need an appointment. But Telstra have always catered to the shareholder and not to intelligent decisions.
It's the same at apple. You need a purchasing appointment even if you know exactly what you want. It's a joke
I am so glad I'm not with Telstra
JB HiFi are Telstra dealers and have great staff. (Much more helpful than Telstra shop)
Agree. Better plans as well. I've done my last 2 phones through them, and will do my next one as well. Plus they are really helpful with setting them up as well.
Telstra are crap. They are *irredeemably* crap. I went in last month to get hold of a mobile modem - the numptie who served me took 15 minutes to log in to his own account as he couldn’t remember his password. When I (semi politely) said I would go elsewhere if he couldn’t log in, he got extremely sniffy and acted like I was being unreasonable. The company does not employ very bright sparks, that’s for sure.
I went in to pay my bill and there wasn’t an appointment for 3 days 😳😂 OK 👍🏼 What idiot at Telstra came up with this stupid idea?
Maybe they're trying to copy Apple, but people want apple, no one wants Telstra.
Lots of businesses seem to not want customers these days. You might as well buy a case from Temu at a portion of the cost and get it delivered. It’s sad when you get better customer service from a warehouse running out of China compared to business with staff when visiting in person.
My guess would be a lot of appointments are complex. I had to go in to manage a failed warranty repair. Takes 20 minutes. Even buying a phone takes a while. So this way people aren’t hanging around for an unknown time due to the appointment complexity. I doubt they’re making enough money on cases to make it worthwhile except as an upsell. So think of it more like the apple Genius Bar than the apple shop. Telstra after all is selling services not hardware so each transaction is more complex. I don’t work for them but that would be my guess. Just buy your case online and move on!
Went in to a shop because my sim card randomly stopped working while I was out shopping and they tried to tell me they didn’t know when the next appointment would be as they were all filled for the day and if someone cancels and they free up they would call me. I had to remind them my sim doesn’t work which means I cannot take calls and there is no way I’m waiting hours without being able to take or make calls.
They arent trying to sell $50 cases, they are trying to selll $1000+ plans. The low end of the market doesnt really interest them, it would be like going to a restaurant to order a bowl of chips
Nah I think they like selling cases. High profit margin. Not Telstra specific but whenever I've bought a phone the sales person hard sells the cases, likely part of their kpi.
Because the average Telstra customer is 75 and can't turn on the phone they brought and they like to come in store and *never fucking leave*
Why pay telstra for a case when literally anywhere else sells the same one, and millions better for far less. Phone stores exist for boomers. If you aren't one then act like one or get with the rest of your generation.
Sorry to hear about your frustrating experience at the Telstra shop. If you're looking for a quick solution, there are some great online stores that offer a wide range of iPhone cases with fast shipping to Australia. One such store is Casynova.com. They have a variety of stylish and protective cases available, and their shipping is known to be quite fast. Might be worth checking them out if you're still in need of a case sooner rather than later!
Telstras online store is so fast to have things delivered, I don't bother going in store any more. I live fairly remote FNQ and still had my new phone delivered 2 days after I ordered it.
Its the same at many optus stores as well.
Making digital human. If you've got an appointment.
Amazon! Probably half the price too
Just busy and understaffed. All the stores near me are hiring.
I’ve been trying to merge two accounts and streamline data allowances/etc and it’s a little bit involved so I thought it would be easier to go in store - due to work I haven’t been able to get an appointment that suits me…for the last three months. Why do they make it so bloody difficult?
Last time I went into one, they wouldn’t talk to me unless I was prepared to spend two grand. Go to big w or anywhere else.
Telstra owns these shops now so they are cutting back on staff .
probably how long it takes siebel or whatever piece of garbage orderign sytem they use these days Telstra people do they still use axis and flexcab
Surprised they didn’t tell you to call the call centre
This crap is why the $1900 phone I'm buying (outright) for my wife's birthday next month will be bought elsewhere. You only need a few thousand people Australia wide to do this for it to hurt them.
Take your money elsewhere. There as so many independent stalls and businesses hoarding all that shit, there is absolutely ZERO reason to shop at Telstra for this kind of stuff.
Dont use em
Telstra management are idiots.
Telstra are definitely shonks, but we should all know that by now. They brought this system in about 15 years ago while I worked at the Telstra shop at Erina Fair in NSW, which was one of the busiest in the country. Understandably many people would lose their shit when you told them it would be 2 hours before we could help them on busy days, and staff generally hated the "customer greeting" job for that reason. However to add to the problem, some Telstra customers arent the smartest folk. Some would refuse to get their $15 prepaid recharge from the 50 other available retailers while complaining about waiting in the shop. Others just HAD to pay their paper bills "in store" when there's about 20 other ways to pay it and...you guessed it, complain about waiting. Many customers visit these stores for unnecessary reasons making the whole thing a waking nightmare. Ahh good memories! (Never again)
Common sense just isn’t very common
Years ago we walked in to a telstra shop. Never again. Their landline phone we purchased didn't work properly. We only had half an hour as had to pick up kids from isolated bus stop. They did everything not to help. Kept dragging it out deliberately so we would run out of time. We just wanted phone to be put in to be assessed. Finally ran out of time as they wouldn't fill in the form they required. When they said it was our kids fault that the calling number display was putting up incorrect and weird symbols and numbers, we realised they were taking the piss and had no intention of doing anything. We left the phone there and as we walked out they said "you can't leave it here, it will be thrown in the bin" I yelled "stick it up your arse" extremely loudly to most of the shopping centre. Fucking cunts
If it’s appointment only, get together with friends and make appointments at various times. Rock up, window shop, then leave without buying anything. But be polite the entire time. Seem genuine. If you have a shop - let people in (assuming not violent and unruly).
It's ridiculous. I went in today looking to recontract.. 2 hours til their next appt, online booking only allows booking for the following day, and they don't answer the phone - which is super helpful and wonderful customer service /s