Troy Kelly

I recently misplaced my phone, and because I had no idea where it was or if it would find its way back to me – I immediately called Optus Mobile Technical Support (1300 307 937) and asked for an outgoing call bar to be placed on the service.
After a couple of hours, my phone was found and I called Optus again to have the service bar removed. At that time I asked the operator to confirm that all of the previously active services / products would be restored to the same state that they were before the bar was put in place. After the operator confirmed that, I again asked the same question – but this time specifically about my SurePage service. Again it was confirmed that everything would be restored as it was but that it could take up to four hours.
Several days later I have found out that several clients have been trying to get in contact with me unsuccessfully – so I tried calling myself to find that I got a recorded message about my message bank not being set up.
I immediately called Optus, and asked for the services to be restored. The duty supervisor – Doug – restored the services. After I pushed him he then offered a $20 compensation (Optus calls it a “good will” payment). I was somewhat offended, given that my time bills at considerably more then that per hour.
I don’t really have the time to keep chasing it, so I will just let it go. But – the lesson here is that you have to confirm for yourself that everything gets restored, as Optus will take no responsibility if they mess everything up.