I just want to chime in here to say: when I recently tried to purchase an iPhone SE from Telstra's online store, the device was out of stock. They couldn't tell me when they expected to have it back in stock, or it was being end-of-lifed. No straight answers.
I spent 15 hours, over two weeks, on the phone to Telstra trying to get the order cancelled and my money back. I gave up with that.
And went in to a Telstra owned Telstra store and politely but sternly demanded my money back by asking the managed to call his escalation point(s) until he found someone who could authorise the return of my money.
After half an hour he was asking me to leave and I repeatedly said "not until I have my money back". I wasn't being threatening at all, rather I was pleading with him to understand my position.
He picked up his mobile and said he was dialling the police.
I spent 15 hours, over two weeks, on the phone to Telstra trying to get the order cancelled and my money back. I gave up with that.
And went in to a Telstra owned Telstra store and politely but sternly demanded my money back by asking the managed to call his escalation point(s) until he found someone who could authorise the return of my money.
After half an hour he was asking me to leave and I repeatedly said "not until I have my money back". I wasn't being threatening at all, rather I was pleading with him to understand my position.
He picked up his mobile and said he was dialling the police.
That's how Telstra treats it's customers.