PlusOne - Musings of a marketer

If you have ever had the misfortune to deal with PayPal, you will know what a frustrating time it can be. Response after response that does not deal with your question.

Sadly I have had the same experience with the Telstra email help desk.

This was my question “Can you please provide me with a direct contact number for someone who can talk to me about commercial opportunities with the new Quick Codes. (These are bar codes that can be scanned by new Telstra phones - a VERY useful and exciting prospect - I have been trying to get other suppliers of this style of technology to get it auto installed on Nokia phones ex factory, to no avail…..)

So here is a selection of their answers (I had already tried 125 111 with whom I experienced a stunned silence from their end and well, can you imaging a Telstra shop knowing anything!)

Dear Matt,

Thank you for your email dated 9/7/08 regarding Smart Codes or Quick Response codes (QR).

We are happy to assist you. Please be informed that for further assistance regarding Smart Codes or Quick Response codes (QR), please call our Customer Service Hotline on 125 111, Monday to Friday between 8:00AM to 7:00PM.

Please do not hesitate to contact us via www.telstra.com if you require further information or assistance.

Thank you.

Yours sincerely,

Rusky

Note the hours are actually 8am till 6pm. I asked the question again, couching it differently in case they did not understand the first time.

Dear Matt,
Thank you for your email dated 11/7/08 regarding Smart Codes or Quick Response codes (QR).

Please visit the link below for more information regarding QR Codes:

http://www.qrious.com.au/main.html

Please do not hesitate to contact us at 125 111 (a 25 cent call from any Telstra service including mobiles, except via Telecard) or via www.telstra.com if you require further information or assistance.

The rates set out in this email are correct as of 14/7/08 and include GST. The rates may vary from time to time. Any variation will be done in accordance with the General Terms of Our Customer Terms which can be found by visiting http://www.telstra.com.au/customerterms/index.htm

Yours sincerely,
Mayett d315280

The link just show retail customers what the technology does.Still no answer to my question, which I again repeated and told them that 125 111 were unable to help.

Dear Matt,
Thank you for your email dated 14/7/08 regarding Smart Codes or Quick Response codes (QR).
You may be able to visit the nearest Telstra Shop regarding selling or gaining information regarding Quick Codes for marketing purposes.

lease do not hesitate to contact us at 125 111 (a 25 cent call from any Telstra service including mobiles, except via Telecard) or via www.telstra.com if you require further information or assistance.

The rates set out in this email are correct as of 15/7/08 and include GST. The rates may vary from time to time. Any variation will be done in accordance with the General Terms of Our Customer Terms which can be found by visiting http://www.telstra.com.au/customerterms/index.htm

Yours sincerely,
Mayett d315280

So back goes another email. I wonder how they can not answer the question this time…..

Dear Matt,Thank you for your email dated 15/7/08 regarding Mobile Codes.

We are happy to assist you. Mobile Codes is an innovative mobile service, where customers
using the Code Reader feature available on compatible 3G and Next G” handsets, to ’scan’
special 2-dimensional barcodes that appear on any physical material such as posters,
magazines, online etc to connect directly to relevant mobile content without having to
manually enter information such as website address, SMS content or email address via the
mobile keypad.

To create Mobile Codes, please follow the instructions below:

1. A Mobile Code appears on any physical material (online, posters, billboards etc.)

2. From the My Place menu:

Select the ‘Scan Code’ option which is available on certain Next G” handsets to enable the

Code Reader (allow approximately 2 seconds for start-up).

3. Click the centre key to scan the Mobile Code :

users of compatible Sony Ericsson and Samsung handsets must click the centre key to scan the Mobile Code -
compatible Nokia handset auto-scans when the Mobile Code is in focus.

4. Automatic access to content (1-2 seconds to launch browser) Note: Sony Ericsson W760i requires installation of client on first use. User will be prompted to accept installation and to save the client (e.g. to ‘Applications’ folder on the phone) before launch.

For further assistance regarding this matter, please call our Customer Service Hotline on 125 111, Monday to Friday between 8:00AM to 7:00PM. They are the designated department who could help you with your concern. Please do not hesitate to contact us via www.telstra.com if you require further information or assistance. Thank you.

Yours sincerely, Rusky

Thank you Rusky - I will be sure to suggest an equally satisfying job at PayPal. But wait, there’s more….

Dear Matt,

Thank you for your email dated 16/7/08 regarding Mobile Codes.

We apologise for the inconvenience. Please be informed that for further assistance regarding
Mobile Codes, please call our Customer Service Hotline on 125 111, Monday to Friday between 8:00AM to 7:00PM. They are the appropriate department who could assist you on your concern.

Alternatively, please call 131 800 to check your nearest Telstra Shop or Telstra Dealer in your area where you can visit from to assist you regarding this matter.

Please do not hesitate to contact us via www.telstra.com if you require further information or assistance.

Thank you.

Yours sincerely,
Rusky D315272

Rusky and I are really getting to know each other now - I’ll have to put him/her on my Christmas card list. But the saga continues and i ask yet again, explained it is commercial application I am after.

Dear Matt,

Thank you for your email dated 17/7/08 regarding your request for direct contact number for Marketing Department.

We apologize for the inconvenience it has caused you. We advised you to call our Customer Service at 125 111 for further assistance, as we do not have the direct access with Marketing Department.

Please do not hesitate to contact us via www.telstra.com if you require further information or assistance.

Thank you.

Yours sincerely,
Lorna

Lorna - she must be new! Plus, as all these responses arrive overnight, I also suspect she is Indian. Sorry Lorna, lets try again…

Dear Matt,
Thank you for your email dated 18/7/08 regarding your Number inquiry.

We apologise for the inconvenience. Please do not hesitate to contact Customer Service on 125 111 (a 24 hour/7 days per week service which is a 25 cent call from any Telstra service including mobiles, except via Telecard) or via www.telstra.com if you require further information or assistance.

The rates set out in this email are correct as at 21/7/08 and include GST. The rates may vary from time to time. Any variation will be done in accordance with the General Terms of Our Customer Terms which can be found by visiting http://www.telstra.com.au/customerterms/index.htm

Thank you.

Yours sincerely,
Mary d315279

Hello!!! 125 111 cannot help me! (I keep telling them that.) And what Number inquiry I ask?

Dear Matt,

Thank you for your email dated 21/7/08 regarding your Mobile Codes.

Please call Mobility Sales Channel (MSC) at 1800 629 633 for assistance.

Please do not hesitate to contact us at 125 111 (a 25 cent call from any Telstra service
including mobiles, except via Telecard) or via www.telstra.com if you require further
information or assistance.

The rates set out in this email are correct as of 21/7/08 and include GST. The rates may
vary from time to time. Any variation will be done in accordance with the General Terms of
Our Customer Terms which can be found by visiting http://www.telstra.com.au/customerterms/index.htm

Yours sincerely,
Mayett

So I ring the 1800 629 633 number and I am told, “you will have to ring 125 111″

Just great….