3 years ago
We have been loyal business customers with iiNet f...
We have been loyal business customers with iiNet for over 13 years and recently converted to NBN with iiNet. As this was operating with no issues, we converted our telephone system to VOIP with iiNet on 18 March 2020. This has been nothing less than a total disaster as the system supplied by iiNet does not provide an acceptable level of service both product wise and customer service wise.
We have 5 lines and picking up incoming calls on other lines is impossible, with the handsets being unable to pick up calls from other handsets, leaving our staff running from desk to desk, trying to answer incoming calls. Since the systems installation and conversion to VOIP, incoming phone calls are frequently cut out or are never connected. Answering calls from handsets is a joke as a quarter of the time the incoming call is non existent from the receivers end, but still active from the callers, meaning a loss in customers from our end. Voice mail cannot be set up as the option is non existent (although promised). Outward calls suffer from the same lack of connectivity, resulting in several attempts to make a simple outbound call.
Each time we have made contact with iiNet (and there have been plenty), we have been on hold for periods of well over an hour. When we actually manage to speak to an iiNet team member, all of whom have been located in either South Africa or the Philippines (no local contact whatsoever), they have no idea on how to rectify our issues but are more than willing to carry out a factory reset, which does nothing whatsoever to alleviate the issues. As we have had this system for less than 2 months, carrying out multiple factory resets is not an acceptable solution.
That is, of course, assuming we manage to get so far as to actually speak with a customer support member, as the majority of our calls are disconnected by the iiNet team member midway through the conversation. Once disconnected, we need to sit in a queue again, waiting to speak to another iiNet team member who invariably disconnects the call, rather than speaking with an actual customer. Literally hours have been wasted by our staff in our attempts to contact iiNet.
This telephone system and its provider s dire lack of customer service has been for disaster for us and has cost us a fortune in lost leads and lost customers in circumstances when every customer can mean the difference between a trading business and one that is no longer financially viable.
On 30 April 2020 we contacted iiNet and advised we wished to cancel our contract. We were informed by iiNet that their cancellation team be in touch soon. It is now 08 May 2020 and we have had no contact from iiNet. In view of the above issues and iiNet s inability to provide an acceptable product and level of customer service, we now have no other recourse but to raise this issue with the Telecommunications Ombudsman and ACCC and lodge a formal complaint.