Complaint

Having returned from overseas it appeared the speedtouch modem was not

working on my computer. I went to the Telstra shop and purchased another

one, the girl told me they were much more efficient than the previous

ones.

I couldn't get it to work and contacted Big Pond technical support. I

waited on the telephone for an hour and a half and spoke to various

recorded messages and eventually was put through to a person by the name of

"Adam". I told him it was nice to speak to a human being and he promptly

put the phone down. You cannot imagine my frustration after waiting all

morning to speak to somebody.

I had to give up on expecting any help from Big Pond and asked a friend

about it. He said that I should get another modem, which I did and that

didn't work either.

I eventually contacted Peter Berdar from Viritek Computer service who came

to my house and verified that both Modems were faulty. He has connected my

old speed touuch with the new adapter but said it will not last very long

because it is a different voltage. He has suggested I receive a complete

new package.

I sent the Modem with a letter of complaint to Customer service, Waterside

West Tower,10 Holden place,Bundell with the receipts but have not

received a reply or even an acknowledgement of the goods.

I don't ever know if I sent it to the right place and maybe you could

investigate for me.

Joanna and Mike