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9th November 2007
Communication Breakdown c/o Optus:
To our regular customers and potential customers,
We are sorry that some of you have complained about difficulty in contacting us via the phone, fax and perhaps also email. Please accept our apologies as it is beyond our control. For those wanting to know our explanations please click here to read on.
We started with humble beginnings acting as the ‘middleman’ buying and selling with a handful of customers in 1997. Of the products that we promote, we import most of them and for some we are in manufacturing partnership or help to formulate. For the very few products that do not fall into the above categories, we act as master distributor. We now have a huge number of dealers and resellers and continue to attract additional ones. We have supplied goods to more than twenty-five thousand customers and, yet for the majority of our trading years our success was attributed to referrals through our relentless customer care and service - without mass media advertising. We must be doing something right.
All prices quoted on this website are in Australia Dollars.
Zest Global is now also located in New Zealand too.
Take a close look at our products and if you are keen to be a dealer or reseller of one or some of our listed products, please send us an email with a brief information of yourself or your business and we shall find out what we can do for each other.
For your nearest dealer/reseller kindly provide us with the following:(*) Required Fields
9th November 2007
Communication Breakdown c/o Optus:
To our regular customers and potential customers,
We are sorry that some of you have complained about difficulty in contacting us via the phone, fax and perhaps also email. Please accept our apologies as it is beyond our control. For those wanting to know our explanations please read on.
We have to explain that the problem started when we knew we have to move to a new location. The agency for Optus that we signed the contract for 24 months, informed us that Optus does not want them to interfere with the process beyond the agency lodging the paperwork. Any request or problem would have to be handled between us and Optus directly. As we were told that the telephone lines would be installed on the 2nd of November 2007, we tried to contact Optus on three occasions to request that the telephones lines be installed earlier as we would be operating from the new location on the 29th of October 2007. Each time we were being transferred from one person to another. The first occasion taking 2 hours, the second also nearly 2 hours and the third about one hour. (We have recorded of the names of the people who spoke to us and also the events that followed.) To cut the story short, none of them seemed to know anything nor could they help us to hasten our request to transfer our telephone lines from Bowen Hills to our new location in Springwood about a 15 minute drive away. Five hours of wasted energy and nothing could be done.
On the 2nd of November, a Telstra technician turned up to install one telephone line. When we informed the technician that there has been an error as we had requested for 4 lines to be transferred or installed, he simply said to take it up with the sales department as he only had instructions to install one line.
We were told by the agency manager that it seems Optus lost our original computer entry and that our scheduled workload had to be entered manually into the computer. If Optus were able to retrieve the information to install/transfer 3 telephone lines in the first paperwork, how it ended up as the installation of only one line is hard to believe.
Anyway another date (8th November) was set for the installation of the remaining 3 lines as only one was installed on the 2nd of November. We have just been informed that the Telstra technician reported that no one was at the site on the 8th of November. We have been operating from the new site from the 29th of October. Hence on the appointed date of 8th of November we had staff from 8am in the morning till 5.15pm and no staff had seen any sight of a Telstra technician. If the technician could find no one at the site, I would presume it is commonsense or right procedure to slip a notice under our door to mention that the Telstra technician has been to our site/location. We did not receive any such note.
Included in the installation of telephone lines, we have signed up for broadband with Optus at the same time. Optus claims they have sent the Modem via Toll on the 2nd of November. I find it hard to believe that we signed with the agency on the 5th of October and given a few day’s delay in getting the paperwork from the sales agent to Optus that Optus would delay the sending out of our Modem till the day our scheduled installation of telephone lines. After our complaint to the agency that we were getting nowhere with Optus and our threat to cancel the contract due to non-performance by Optus, the agency manager stepped in to help. She was told by Optus that our parcel sent via Toll had gone missing. We send out huge quantities of parcels and each time we provide the tracking number to our customers to prove that the parcel has been dispatched and also so they can track the parcel if required. For more than 10 years we remember only one parcel getting lost. We have not been informed of the tracking number by Optus nor proof that the parcel was lost by Toll.
We were told by the agency manager that Optus also emailed a Welcome Letter with our username, password, etc so that we can use our existing modem to connect and use our broadband straight away but apparently was sent to a dodo email address (we have never used a dodo email before) at about same time the modem was dispatched. How they mixed our email address up again is another mystery. It seems that they will now re-send the email to us. It is after midday on Friday the 9th of November and we have still not received the Welcome Letter via email. One would imagine it does not take that long to re-send an email.
Up to now we do not have broadband and have only one telephone line to be shared for usage of fax, EFTPOS, dial up internet and telephone calls. What a nightmare to have one line when we have more than twenty five thousand customers who may be trying to contact us.
If the events above are not trying to cover up one mishandling after another, the chances of all of the above happening to the same customer (us) must be a million to one.
Once again we apologize to all of you who have been trying to get in touch with us.
