I’ve talked about how fail Optus is before, this will be another one of those rants.

Well, Optus released pricing and release dates for the upcoming iPhone 3GS but it didn’t say anything about upgrading from an existing iPhone plan. So I decided to call them up instead.

I was greeted by the usual computer. My question is this…why is it that Optus have 5 different numbers registered for different departments but they all get redirected to the same computer? I mean, I dialed the number for sales why the hell should I go through the process of telling the computer…again…that my enquiry is about sales?

So I was greeted by a technician called “Roy”. He sounded Aussie so I was rather relieved. I explained to him my enquiry, once I stopped talking, it was obvious that he wasn’t Aussie at all. Here’s my theory…these techs from India probably practices an hour each day on how to say “Hi this is the Optus Sales department, my name is <blah>. How can I help you?” in an Aussie accent just to trip me out. I know you’re trying to make the customer experience better…but you’re really not.

Anyway, the conversation went something like this:

Me: Hi, I’m John and I would like to make sure enquiries about the upcoming iPhone 3GS
Tech: mhmm
Me: I’m just wondering if there are any plans to upgrade to the new iPhone 3GS for existing iPhone 3G customers?
Tech: Yes there is, it’s already on the website. The website contains all the plans and prices.
Me: Yes, I know…I’m asking if there are any plans for existing iPhone owners which is not on the website.
Tech: You can already upgrade your phone. You just have to plug it in and then download the latest version.
Me: Okay sorry, I meant the iPhone 3GS not the software.
Tech: Yes…the iPhone 3GS is the software.
Me:  (At this point I start laughing) Nonono, 3GS is the physical phone…not software
Tech: If you want to upgrade to another phone you have to wait until your contract ends
Me: Okay…that’s all I wanted to know
Tech: If you want to upgrade your iPhone you can do that already
Me: (Laughs again) Yes, I’ve done it already, anywho…thanks for your time, bye.

Hilariously…within 2 hours of making that call I got sent an email from Optus regarding the new iphone. It read…

Existing Customers
If you are an existing Optus customer, and you want a New Apple iPhone 3G S, make sure you open the emails we send as there is a special offer just for you coming soon.

Thanks Optus.