Optus Shellharbour

Worst customer service ever.Went in to Optus Shellharbour this morning and clearly stated that I need to send my phone away to get fixed as it doesn’t turn on at all. A brand new iPhone 11 pro and unable to charge absolutely no damage. The assistant (petite blonde pixie cut with glasses) first notified me of the issues Optus was having with their courier Toll that they couldn’t assure that my phone was going to be sent off ASAP. She also couldn’t assure me or give me a timeframe when this could actually happen.Secondly, she told me I had to make an insurance claim through Optus insurance, even though I knew well and good it was a warranty claim that needed to be finalised in store.She continued to tell me to call Optus insurance so I did through the store phone.After 15 minutes on the phone to Optus insurance, the assistant on the line advised that because it is clearly a software issue it will be rejected by insurance claim and will need to be finalised in store as a warranty claim.Annoyed, I mentioned this to the assistant in store and she blatantly blamed me and told me that I asked for an insurance claim. Very rudely she continued to tell me that is what u had asked for. When I repeated back to her what I initially asked for, she told me that I didn’t do that at all. As a customer service assistant, I assume that is what the actual job is, to ASSIST. Listen to your customer and advise appropriate action to conclude an outcome for the situation. No help at all and still a brand new broken phone, I was unable to put a claim through this morning in store as it was clearly a task to hard for staff to assist with after already being in store for 30 minutes. I don’t have the time to wait around for a store assistant to figure out how to do their job correctly and provide the expected customer service that Optus promises.

Quick service, lady was very pleasant but not fully informed about a few things and needed to ask co workers

Very helpful salesman. Limited to what he could do for us due to company policy. Did his best to get us a good deal

Choose to go into store to speak to someone who can understand English an speak it as well but no very disappointing customer service my experience was dreadful if i had of Choose to speak to someone in Philippines who speaks half the English our doesn't understand a word you say would of helped me more staff at this store needs an overall ASAP.

Really hit and miss on service here. I recently had a shocker who really was not interested in assisting us on updating a mobile plan.You are now unable to lift mobiles attached to the security devices to examine style, weight, camera side. You may as well just purchase online.

I phoned to find out which car park is the closest to the store because it’s always quite hard to find the store and I always end up walking a km to get there.I can not believe staff can not tell me.Having an indifferent attitude to my question on the phone.When I ask in store the question is continually dismissed.The staff are mostly long termers, they tell me it’s not their job to give me directions from the street..Ok then who’s job it it?? Telstras??Wake up! When will customer service come back??If it weren’t for good network and good value it would have been 1 Star.

Thanks go to the Monday to Friday crew . Greg is the best available person I have ever met. No fuss and no complaints from him and my phone is secure and comms are perfect when he tunes up my Samsung galaxy A50 . Must give him a rap so management knows he is a key asset.

Very happy with my customer service at Optus Shellharbour. Cameron was polite, friendly and resolved all my issues. I decided to switch to Optus from Telstra and very HAPPY!! that I did- my phone plan was alot cheaper than Telstra!! and they had the same plan as Telstra where after 12months you can upgrade your phone to the latest model. Cameron is excellent at his job and made my switch over to Optus very quick and easy.

Would give 0 stars if I could, sold me a phone on a contract that I’m extremely unhappy with. had no interest in it in the first place but the dude really insisted on it.

I have been standing in this store for just under an hour. All im wanting is to purchase something outright, there are only 2 people working and they are both setting up plans for people. I think this is unfair to the customers who just want to pop in and out there should be another worker here to help the other people. And let me remind you it takes about an hour and a half to set up a plan for someone . Not happy