Telcos not meeting user expectations

I hope that Minister for Communications Senator Mitch Fifield, Telstra chairman John Mullen and Telstra CEO Andrew Penn had a wonderful Christmas.

And I am sure if they were near a shop, they would have been able to buy fresh milk anytime, anywhere. It is this strong and reliable relationship between dairy industry and consumers that delivers the community’s expectation that fresh milk always be available.

After the 2011 floods milk was in short supply in many shops due to the physical barriers present during the disaster. This shortage fuelled competition for product that the community was not used to having in scant supply.

As with milk supply, there is an expectation from consumers that telecommunications be available 24/7.

As with milk supply, there is an expectation from consumers that telecommunications be available 24/7.

Given our increasing reliance on smart phones telecommunications technologies, there has developed a similar expectation from consumers for this product to be available every minute of every day. In December, for everyone in my region (The Scenic Rim) using their mobiles turned into a running joke as to how many minutes before the phone cut out. I had one day when the phone cut out 22 times making four phone calls.

After talking to my telco I was assured that the problem would probably be fixed within three to five working days. Taking into consideration the holidays and weekends during the festive season it had the potential to blow out to 12 days before the issue was fixed!

I wonder what the reaction would be if there was a breakdown in the dairy supply chain and farmers and processors said, we will rectify the problem in three to five working days? The consumers would be livid.

So, is it reasonable to accept this level of services from the telecommunications sector when there is expectation from consumers for a  24/7 service, just like milk?

I am sure that while Messrs Fifield, Mullen and Penn were all able to enjoy fresh milk for their coffee each morning. It’s a pity that everyone in my region had their expectations let down through the “call failure” screen on repeat.