Optus - www.optus.com.au

I bought a HTC Dream with Optus on a 2 year contract that runs on the new Android OS. Aside from the frequent drop outs with specific Google features on the phone that Optus are still trying to fix, their customer service and support of the phone is so bad I will never be using any of their services again.

They have now taken over 5 months to release the new update for the Android platform and further more deny all Optus customers access to paid applications on the Android Market. This makes the phone extremely out of date in regards to any other Android phone and Optus, despite having numerous people complain to them about the lack of support, have done nothing.

To add to this, their customer support all but knows nothing about the phone or Android itself even though they sell it and often blames other companies such as HTC or Google when it is only an Optus related issue. They also have in many cases "recommended" things that would actually void your warranty with HTC if you followed their instructions.

If you want an Android phone, or a billing system that make even a little bit of sense, don't choose Optus.

I bought an iphone on a 2 year contract with them as a new customer. 12 days later my iphone broke. I took it back to the shop to be told (after an hour of fiddling with it) that it was indeed broken and they would send it for repair. I told them they must replace the phone as they have sold me something that doesn't work. They claimed to have no replacement iphones and had the cheek to ask me if I had a spare old phone at home that I could make do with while it was fixed! After twenty minutes of pushing them to fulfill their side of our contract they eventually gave me a cheap nokia handset for free. I stil do not have an iphone even though the contract that I have with Optus states that they will supply me with one!I will never recommend Optus to anyone and am appalled that they seem to want me to go to another supplier.

On 16 September 2008 I agreed to transfer from Telstra to Optus on their $99 Fusion Plus Plan. My home phone was transferred OK and there were no real problems with setting up my broadband connection. However for various (and what appear to be insignificant reasons) I am still waiting on 21/10 for delivery of my new mobile phone. It was initially promised for delivery on18/9. When it didnt turn up I queried why not. Many apologies and delivery was promised for 19/9. Again it was not delivered. At 4pm.I again queried their failure to deliver and was promised delivery on25/9. Having learnt my lesson I rang at 9.30am and was told it was not down for a delivery. After dealing with at least 15 people and being told,in most cases, they had no idea of how to help me I lodged a written complaint. Eventually, a nice gentleman from Sales and a lady from Customer complaints advised a new phone would be delivered 21 October. Guess what- it didnt come. I have just rung the lady in Customer complaints and a recorded message has advised me she will return my call " at her earliest convenience"

The saga continues...

Optus is a terrible company in my experince.

1. My phone broke on the last day of the warranty (funny about that) and I took it in. They kept it for two weeks before sending it off to the repair centre- it was out of warranty by that time. So for 3 months there was much trouble- getting an out of warranty authorization e.t.c. Eventually I got it back only to find that it hadn't been fixed. Am now in process of getting it fixed myself.

2.I was on a prepaid plan where you get calls to other nominated optus people for free (Mytime). Then I found out the other day that sometime it changed without my knowledge and my calls are now only 1/2 price. Thanks so much for telling me!!