Customer Feedback
 

Fri 11 Dec 2009

Attention: Manager

Good morning.

Mariel is to be commended for the manner in which she handled our inquiry and guided us through the initial set-up of our internet accounts with TPG. While others mostly experience difficulty and frustrations in dealing with call centres, I found that a complete opposite with TPG.

As a customer, I would like to express my appreciation for Mariel’s PATIENCE and her very POSITIVE portrayal of your company TPG.

I can only wish that there will be more people like her in all call centres around the world.

Very truly yours,
Elizalde T
 

Fri 11 Dec 2009

Dear Sir / Madam

Today when I rang your customer service number, with an account query and for account online assistance, I spoke to a phone operator named Jaclyn.

Jaclyn went out of her way to assist me and indeed found a solution to my query. Jaclyn was also very helpful and patient with me as she talked me through the online account management screens – so now I can navigate my way around with ease.

As I am in business and employ a number of people, I thought you should be aware how very helpful and efficient Jaclyn was in assisting me with my account queries. I am very grateful that I got to speak with such a helpful and efficient operator.

Yours truly,
Roslyn K.
 

Thurs 10 Dec 2009

Dear Mariel,

Your Customer Service skills were excellent, you were very helpful with my concerns and very patient especially when I accidentally knocked over my coffee and you patiently waited until I cleaned it up. Therefore if I were to rate you out 10 you are definitely 10.

Once again thank you for all your help.

Kind Regards,
Zerin C.
 

Thurs 10 Dec 2009

Dear Norman,

I have got some issues with internet connection after changing the ADSL plan today.
Then I called to your customer service hotline and there's a kind man who guide me step by step for solution.
After 20 minutes, the connection is back to normal. I am really impressed and appreciated to the man who is patient, helpful and in professional manner.

His name is Raphael.

Thank you for your team providing great customer support.

Regards,
Jeffrey
 

Wed 9 Dec 2009

Good afternoon,

I had reason to call Chariot regarding an issue I had with receiving emails. I was fortunate to speak with Shaun who promptly rectified the problem for me.

It was refreshing to deal with a knowledgeable person who had patience in dealing with someone who is not techno aware.

Thanks once again!

Kind Regards,
Karen
 

Wed 9 Dec 2009

Hi,

I would just like to thank Ervin from second level support for his outstanding service in helping me diagnose my problem.
I had a bit of disruption on my line, Ervin helped me perform a detailed isolation test, we basically disconnected all lines in the house, tested each line separately and each phone separately.
We came to the conclusion that two phones I am using in my house are what is causing the problem which is understandable considering those two phones are very old. I have been with TPG for a few years now and have been very happy with their service.
This time, I called and advised what troubleshooting steps I took, the call got escalated and within 24 hours, Ervin called me back and helped me diagnose and solve my problem.

This experience has now boosted my confidence in TPG’s telephone support team and I will not hesitate in the future to contact them for any assistance.

Thanks
Nick P.
 

Tues 8 Dec 2009

Hello Pauline,

My experience of TPG so far has been a pleasant one. I have not had any major problems with the broad band service, but then again I am a new customer. The customer service I have received by you has been helpful and very professional.

Take Care!
Stelios M.
 

Sat 5 Dec 2009

To the Manager of Customer Service,

I would like to send my gratitude for an excellent, professional service provided by Maricel who patiently restored our internet connection a few months ago.
And today another great service provided by Roland, who was very knowledgeable and his instructions were given in a patiently manner (very much appreciated).

So once again thank you very much for your help and excellent service.

Iwona K.
 

Thurs 3 Dec 2009

Laura,

So nice to hear from you as always, excellent service from you. Do you know since I joined TPG, my whole family are in the process of changing to TPG only because of you.

Many thanks,
Prudence P.
 

Thurs 3 Dec 2009

Dear Sir/Madam,

I am writing to congratulate you and thank you for the assistance provided by your staff member Eugene. I had a web mail problem that had been causing serious issues with my business and personal contacts. Within seconds Eugene identified and fixed the problem for us in an extremely professional, friendly and kind way. He is to be commended for his excellent work.

Thank you.

Yours sincerely,
Virginia W.
 

Wed 2 Dec 2009

Dear TPG,

I am writing to thank the support team for solving and for the follow up calls for the past few days. I really appreciate the excellent customer service.
Who ever has handled my case “Thank you”.
I’ll definitely recommend TPG to all my friends as there aren’t many companies out there that provide over and beyond service.

Regards,
Gabriel Q.
 

Wed 2 Dec 2009

Dear Patricia,

Thank you for your email, I was more than happy with the service you provided yesterday. I have to say that it was one of the smoothest changeovers that I have encountered when contacting various companies to notify them of my husband's passing.

I thank you most sincerely,
Barbara G.
 

Tues 1 Dec 2009

Hello,

I have just received excellent service from Shane, in setting up my accounts on my new computer. I have no idea or understanding of what I was doing, and he walked me through with great patience and the task was completed successfully.

10 out of 10.

Thanks,
Jean T.
 

Tues 1 Dec 2009

Hi There,

Just thought I would drop you a line to say thank you very much for your help over the past week with my problem with a scammer and the use of my email address. I am very happy to be back on track again so I would like to thank the people whom I spoke to (can’t remember all your names!).

Thank you once again,
Sue
 

Tues 1 Dec 2009

Hello Elena,

You were very helpful in explaining clearly any questions I had regarding my enquiry. I would rate very highly the customer service i received from you and would highly recommend TPG to anyone based on my experiences today. You were also very polite. Thank you for your assistance.

Evan H.
 

Mon 30 Nov 2009

Dear Sir,

I want you to know that I am very pleased with the quality of service your company provides. I sincerely appreciate your fast and efficient work fixing my internet and re-connecting it. Because of the way you conduct your business I have recommended your company to others.

I look forward to doing business with you for years to come.

Yours sincerely,
Igor D.
 

Fri 27 Nov 2009

Dear Sir,

I would like to express my gratitude to one of your staff named Alvin.
Alvin was very helpful with my registration for the residential ADSL broadband service. His prompt replies to my queries have enabled my registration to be processed and completed within 20 minutes. Nowhere in Sydney have I received such speedy and quality service!
Although I have not started using your Internet service, I must say I am already impressed by the quality service by your sales staff.

Kind Regards,
Josephine K.
 

Fri 11 September 2009

Hi,

I just wanted to say thank you for all your help so far. The other day when I first joined up with TPG I spoke to a lovely helpful man named Bert. He made me feel really good about changing over to TPG. Thanks again for all your wonderful service Bert. I know I probably wasn’t the easiest customer because of my limited computer skills. So thanks again.

Regards,

N. Pape
 

Thurs 10 September 2009

Dear TPG,

I would like to take this opportunity to thank your employee, her name was Alana. She was exceptionally kind, friendly, and helpful in activating my mobile phone SIM Card. She carefully explained the process and the necessary steps to get my mobile working.

I really appreciate professional people who make our lives a little easier.

Thank you!

D. Kang
 

Thurs 10 September 2009

Hello,

I am just sending this e-mail to thank one of your employees by the name of Lawrence and wish to express my gratitude to him for his invaluable customer relationship he provided whilst I was trying to set up my TPG internet service.

He was very helpful and kind in dishing out correct information and I got hooked up to the internet in no time, I really value such contribution from staff in terms of good customer service and have much pleasure in recommending him to the management that Lawrence is and will be a valuable asset to your organisation.

I take this opportunity to thank him for his excellent customer relationship and wish him every success in his future endeavors.

May God bless you Lawrence.

Thanks,

A. Nand
 

Wed 9 September 2009

To whom it may concern,

This is to express my gratitude to the one customer service/technical support phone operator that assisted me on the 9th September at about 11:15pm – 11:30pm. I had just come home from work and was frustrated that my internet has been down since the evening before.

After trying to resolve the situation myself, I finally decided to call TPG. To my surprise, I was not at all expecting the level of professionalism I received from one of your employees. She was very respectful and understanding and was very easy to interact and communicate with. Despite the long holds, which she apologized for, she was able to determine the problem and was able to rectify it almost immediately after ending the telephone call.

I was extremely pleased with her friendly nature. I am in the customer service industry myself and I’d like to think I can recognize superb customer service skills when I see it.

The phone operator I spoke with last night informed me her name was Lauren. Please see that she is commended for her excellent attitude and overall pleasant customer service skills she exhibited over the phone.

Thank you!

Kind regards,

A. Morgan
 

Wed 9 September 2009

Hello,

I just want to say Thank you TPG. You have a great mobile service and customer support. I used to be scared using Telstra mobile as I realized my bills were dramatically higher, I can only highly recommend TPG. I am going to take up the offer on ADSL also. Currently I pay $59 for 12GB!!

Thank You TPG for an Honest Mobile Service.

Anon.
 

Wed 9 September 2009

Hi,

This evening I spent a short while on the telephone with a gentleman called Nelson in your Tech Support department. I would like to say that he was extremely helpful and very clear in his instruction and I also have to say that in the seven years I have been a client of your company the great majority of your staff have proved to be courteous and competent. In earlier years I had problems with understanding some of your employees but the lines seem to be clearer these days and perhaps I am now a lot more au fait with this technology.

My thanks,

Bernice
 

Wed 9 September 2009

Hi Marcus,

Just a quick note to say thank you for your excellent help on the phone today. I was concerned that I had accidentally signed up online for a web and domain hosting deal, and you were able to confirm that I had not. And you gave me some answers to questions that I had whilst I was on the phone with you.

Thanks again for your help Marcus, I really appreciate it.

Best Regards,

Helen Hatcher
 

Tues 8 September 2009

Hi TPG/Harry,

I am writing to let you know of a really fantastic customer service experience I received from Harry from your mobile phone call centre. My workmate and I (who I recommended joining TPG mobile and ADSL 2+) had problems with our MMS settings when we joined TPG. Harry was very knowledgeable, helpful and polite in finding a solution to our technical issues. He provided customised service which is very difficult to find these days, and his efforts should be commended.

It has increased my value and appreciation of TPG and the services they provide, and I will definitely be recommending your company's services to my family and friends.

Thank you once again for a very pleasant experience.

Regards,

Richard
 

Tues 8 September 2009

Dear Marianne,

It is my pleasure to be a TPG customer. I have upgraded my plan yesterday to 80GB. However the plan was not activated yet when I called your customer service line to request to speed up the process. I have an assignment due today and my internet was very slow because I exceeded the limit in my previous plan.

My situation was handled by Klarisse. Klarisse was very polite and took the time to understand my full situation. I really felt like she cared about my problem and wanted to stand behind her employer and their policies. It takes a special company to foster that kind of work ethic in a customer service rep that handles demanding customers with patience and kindness.

I would like to sincerely thank you and your company for the way you respect the customer and go the extra mile.

Sincerely,

N. Almeer
 

Tues 8 September 2009

Hello,

I have just switched to TPG for my mobile service and am more than impressed with TPG sales and support. Last night after first inserting my new SIM I started mucking around with my phone to get it to require a PIN on start up for security. The inevitable happened and I ended up getting locked out with the phone asking for PUK code. I got straight through to TPG support and the support guy I spoke to was extremely helpful, sorted me out in no time. I have just been checking out ‘my account’ on your website and the ‘toolbox’ part where you can personalise the features you want on and off, set up diverts etc – brilliant!.

Glad I switched!

Regards

J. Paul
 

Tues 8 September 2009

Greetings,

This is just some feedback regarding one of your staff members (Roberto). As a new customer of TPG, I was experiencing a number of difficulties and initially felt quite disappointed that I could not be connected to the Internet. Roberto was helpful, diligent, and courteous and it would be appreciated if you could send this note on to him and to his Manager, for further reference. Despite a wrong start, I am now connected to the Internet and I would also like to take this opportunity to thank the other TPG staffs who have tried to help me along the way.

Regards,

K. Schrooder
 

Mon 7 September 2009

Hello and thank you,

Your support tech was most helpful on Sunday, as I had difficulty connecting to the web. The tech found the problem within the IP and connection was made. It went off line another 2 times and I went through the procedure you're tech had advised again with success. I noted that each time I re-entered details, that some of the specs had reset from the changes that your support tech specified. However it seems to work fine with no drop outs. My wife and I would like to thank you for your help and patience, as we are not very computer literate, which must be frustrating for tech support staff.

Many Thanks,

R. Dieckmann
 

Mon 7 September 2009

Dear TPG Management,

I would like to express my appreciation for your wonderful technical support technician Kurt. I found Kurt to be efficient, courteous and polite in handling my enquiry and his experience in online gaming to be particularly helpful to my situation.

Yours sincerely,

J. Jackson
 

Sunday 6 September 2009

Dear Chariot Management,

Just a quick note to say a BIG 'Thank you to Roland’, who was my SAVOUR!!!! I hope you enjoy my feedback on your 'Customer Service' and please pass on my good thoughts and complements to Roland, it always starts at the Top, so obviously, Management at Chariot, in my Opinion has always, been 'GREAT', and it is reflected through your loyal staff such as Roland.

After 5 Calls to Chariot today, (Sunday 6th September, 2009), he Fixed my problem, and believe me it was so frustrating!!! He was a GEM, if knew where he was, I would give him a CASE of champagne!!!!

It was so important to me to have my email working today, especially being Fathers Day!!!!

Obviously, Roland is a true professional, an asset, in the internet service delivery industry, his customer service was professional and outstanding.

Well done Roland, you are a true ambassador for Chariot, and I appreciated the time you spent with me and it was such a pleasure to have met you over the phone today, thank you for your help, care, and patience with me.

I hope Management appreciates your wonderful talents and skills as much as me and I’m sure a lot of other customers throughout South Australia and beyond do too. Well done to you and Chariot!

I adore Chariot, and after Roland’s professional service today, I feel so lucky to be a part of the Chariot family.

I Congratulate Roland and the rest of the team at Chariot.

Warmest Wishes,

R. Handley
 

Sunday 6 September 2009

To whom it may concern,

I would like to express my appreciation for the assistance given to me by Marissa earlier this (Sunday) morning. It was indeed a pleasure to speak with her and to interrupt her family day (for which I was sorry). She was very clear and concise in her instructions in an endeavor to get me up and running again, and even though I think she has helped me on another occasion (the accent was familiar), I was certainly most appreciative this time as I was awaiting a rather urgent email communication.

Once again, many thanks for a great service.

J. Grainger
 

Saturday 5 September 2009

Hi Brenda,

Thank you for keeping the TPG promise. We are very happy that TPG are very customer service focused. Because of the good service and support, we have decided to get our hardware (Dynalink RTA1046VW) from TPG and will continue to pass on good words for TPG.

Thanks again for your good service.

Best Regards,

J. Lee
 

Saturday 5 September 2009

Hi,

I would like to thank TPG for the service I received when I was having problems with my internet. I have been constantly updated with what was going on. JP, who handled my case has always been polite, informative, and to that, I thank him and the company as well. I have been with other providers in the past, but none has given the same level of service.

Thank You!

Anon
 

Fri 4 September 2009

Dear TPG team,

I would like to say how good your Internet and Mobile service has been since I switched over to TPG recently.

Internet:
- Good, efficient, and friendly telephone support from your Customer Service phone operators (thank you!)
- Great fast downloads
- Good package of 10GB downloads for $29.99
- Speedy download of TPG homepage and quick Account on log-in to WebPages to check usage
... before I was with Primus whom gave me 500MB for an expensive $29.95 - I put up with this for a long time as I was too lazy to change all the email subscription addresses on websites, and contacts etc., but now I'm very happy I have changed to TPG.

Mobile phone:
- Good telephone support from your Customer Service phone operators (thank you!)
- Great package of $300 for $14.99 p.m.
- Speedy upload of TPG homepage and quick Account log-in to WebPages to check Mobile usage
... I was with Telstra, and still log on to Telstra to check my home landline phone usage (it is slooooow), and their log-in for Mobile was sloooow, and the download took about 30 - 60 seconds OR LONGER to look at the webpage showing my usage - I suspect all the gifs and corporate branding slowed it all up).
... In comparison, TPG WebPages for Accounts are no fuss web pages which load in a few seconds, saving me time and the frustrations I had before with the Telstra website.

Your team member Karl took me through the PUK coding, and was very good.

Keep up the good work!

Thank you and have a nice day!

Regards,

J. Chong
(Happy Customer)
 

Thurs 3 September 2009

To Technical Service Department,

Today I experienced a failure in the Internet Connection apparently caused by some Telstra problem. This evening I rang Service at Chariot and was extended excellent attention from Ian. He was very patient and gave me very good assistance and now everything is back to normal. Thank you.

Regards,

L. Lloyd
 

Thurs 3 September 2009

To whom it concern,

I have just had a dealing with a customer agent of yours named Bernie. I would like to say that Bernie was extremely helpful, patient and clear spoken. I realise that outsourcing is the most financially viable option for some companies but this is often met difficulties by some customers. But with more staff like Bernie on hand, I am sure all future customers will be happier for the experience.

Thanks to Bernie.
 

Wed 2 September 2009

To Annie's Supervisor,

I am writing this letter to let you know the excellent efforts and support provided to our company by Annie. Our broadband connection was down, VOIP not working, help desk suggested to reset our modem, we lost our wireless connection. After talking to Annie, she promised to call back the next day to connect us to your VOIP expert which happens to be unavailable.

Annie walked us through the process of configuring the broadband and to try to rectify our VOIP which she did. Annie is friendly and pleasant to deal with, she understands the importance of excellent customer service, the right personality and attitude to deal with customers. Simply the best in the TPG help desk.

Yours sincerely,

L. De Mesa
 

Wed 2 September 2009

Hi,

I want to thank & congratulate TPG for the outstanding service I have just received. My ADSL2+ modem died unrepairably a couple of days ago, and I critically needed reliable Internet access at this time. I ordered a new modem from TPG, and despite the email I received saying "The equipment will be dispatched by courier in 2-3 working days", I received the package at my workplace literally 24 hours after placing the order. My colleagues and I are officially impressed! My thanks go to the staff involved, especially Castine in Accounting for her swift, courteous and helpful service.

Regards,

N. Turner
 

Tues 1 September 2009

Hi,

I'd just like to pass on some feedback in regard to Ria, who assisted me in switching our mobile phone accounts to TPG. Ria was very knowledgeable and helpful in explaining the options and costs etc to me. She showed great patience with me even when I asked dumb questions. I had become quite stressed in trying to understand the various plans we compared. Her courteous attitude throughout made reaching a decision a pleasant experience, and was much appreciated.

Many thanks.

Anon.
 

Mon 31 August 2009

Dear Tech Team,

I'm writing to express my appreciation for your Tech Help. Erwin on Friday, and then Carlo on Saturday, both showed understanding, patience and time was not a concern for either. When Carlo rang twice to see what he could do to get my connection up and running I could hardly believe such wonderful caring service. We worked out the problem then went though the Setup procedure and ever since things have A OK.

My partner and I are so very grateful for your help.

Kind Regards,

C. Daley
 

Mon 31 August 2009

Hi there,

I just wanted to take the time and say thank you to TPG and your reps for helping me out earlier this week. I understand that you are quite busy in the evenings however I did send an email about my problem and got a quick reply which was great. Also I received a call back from JP last night and within minutes he helped fix my connection issue. He knew exactly what to do and then my connection was back up and running! I feel it's easy to always to place the blame on a company when something goes wrong but I just wanted to say thank you for the support and getting back to me when you could.

L. Keith
 

Mon 31 August 2009

Hi,

Just to let you know that I really appreciated Marissa's help with an email problem today (31st August). She was extremely patient and pleasant, whilst assisting me.

Thanks Chariot!

Regards,

P. Jordan
 

Wed 26 August 2009

Good afternoon,

This morning I called Chariot for support as I was returning home from 2 months overseas and our D-Link had a problem. I was very patiently assisted by Cheryl (I am elderly and was suffering from jet-lag) and I wish to commend her for the excellent way she guided me through the process of fixing the problem.

Well done Cheryl and a sincere thank you!

Kind Regards,

J. Ingleton
 

Mon 24 August 2009

To the Manager at TPG Helpdesk,

Greetings from Western Australia.

I'm sending you this email to express my gratitude for help given to me yesterday and again today in resolving an issue I had sending emails through Microsoft Outlook. With me being one of the older generation and not overly proficient in computing the young lady that helped me, her name is Fran, displayed great patience and exceptional Customer Service and I would like you to extend my gratitude to her.

Kind Regards,

N. Fossilo
 

Mon 24 August 2009

To whom it may concern,

I just wanted to compliment the service given to us with our technical issue on the evening of 23/08/09. Carlo went above and beyond to help us out with our problem. We got disconnected and he made a return call to us so we could finish fixing our problem. I thought it might be nice to let your department know about good service given to your clients.

Regards,

T. Pearman
 

Mon 24 August 2009

Hi,

I am writing to commend your technical assistance program. From time to time we have used it and always found the staff polite, patient and helpful. This evening I was particularly impressed with the young girl who 'talked me through' re-programming and setting my modem.

Unfortunately I did not catch her name.

Thank you!

M. McMillan
 

Mon 24 August 2009

Dear Chariot Service Assistants,

On Thursday night 20th August and Friday 21st August I had reason to call your company about some internet connection problems with this computer. I first spoke to a gentleman called Edward who was extremely patient, polite and helpful.

On Friday I spoke to a number of people including Sally, Jacob, Jeffrey and (I think) RJ. I hope I haven't missed anyone's name. All these assistants were very polite, pleasant, most patient and helpful.

For someone like me who finds technical things very daunting and confusing, it is very reassuring to be shown such courtesy and help.

The problems were rectified and the machine is now working well. However, if a problem should occur in the future, I will not feel so uneasy about seeking assistance.

This morning I had a follow-up call from Sally to check that the problems were all solved and again was impressed with her helpful attitude. My grateful thanks to all who assisted with my computer problem.

Yours sincerely,

J. Keeble
 

Fri 14 August 2009

Hi,

I’d like to say that I have just finished a technical call with Mikhail at the TPG assistance centre. He was more than helpful and I suggest he gets a commendation award or great feedback from management for his technical knowledge and customer service skills. It was important that I have an internet connection to work over the weekend and he got this working for me in the least amount of time. It is really good to see that in this day and age someone is more than willing to help! I greatly appreciate his assistance.

Thanks and Regards,

P. Cocker
 

Thurs 13 August 2009

To whom it may concern,

I have recently had the pleasure of being connected to TPG ADSL2+. Firstly, I love the download speed, and secondly I have to comment on the patience and effectiveness of your sales and technical staff. Jorell helped me get connected and made it very easy and straight forward. Thank you to Jorell and to the manager there. Please give Jorell a pat on the back, and consider him for a pay rise!

Sincerely,

S. Masood
 

Mon 10 August 2009

Dear TPG technical support,

I would just like to thank Ronald for his assistance and patience this evening. I have taken up more time of his than I should, the technological whiz I am. He has managed to get me connected with TPG after being a loyal but unhappy customer of Testra Bigpond. I had the added complication of trying to connect with my old Telstra Seimens Speedstream 4200, and trying to reset this thing myself.

I have only achieved this with Ronald’s assistance. I will see what the speed is like, but I expect I will purchase a new modem with a built in wireless from TPG in the near future.

Anyway, I am thrilled to be back online having moved house and installed a new phone line and signed up with a new provider. Very 21st century for a person my age.

Many thanks Ronald!

Cheers,

J. Oakes
 

Fri 7 August 2009

Dear Sir/Madam,

I know most of the time we tend to write when someone does something we are not happy with and you rarely get a positive note when someone does something right. Well Peter in your office is one of those that go beyond the call of duty. He was about the fifth or sixth person I spoke to over the past month at TPG. He was very helpful and took the time to genuinely LISTEN to what I was saying. He was very easy to understand.

Peter was very professional, and extremely helpful. I would like for you to pass my sincere gratitude to him and thank him for helping me out.

Please feel free to phone me with any questions you may have.

Kind Regards,

E. Hallett
 

Thurs 6 August 2009

Hello Ria,

I found Klarisse to be efficient in the handling of our enquiry and she guided me to the most appropriate plan.  She explained the differences that made the plan we chose better than the one I had asked for.  Her manner was pleasant and business-like.

Regards,

E. Smith
 

Wed 5 August 2009

To whom it may concern,

This is in regards to a call I made to the phone helpline today and my conversation with Peter. I just wanted the company to know that he did an excellent job over the phone today. He was extremely courteous, patient and efficient and to me he is an asset to the company. His communication skills are excellent and seems really genuine and eager to help the customer. Unfortunately, there were no supervisors who were available on the floor or else I would have told them this personally. The fact that I took the effort to e-mail this to you goes on to show just how impressive he was.

Kindly, do forward this to him so that he knows I kept my promise.

Thanking you,

S. Bose
 

Wed 5 August 2009

Dear Pamela,

Thank you for all the assistance you provided me regarding my internet download usage and the suggestion for an upgrade of my plan, as well as the advice on how to apply for an upgraded plan for the price of my current plan. This will solve the problem of nearly reaching the limit of my peak usage and allow my family to use the service as they require.

Your service and the way it was delivered it was great and very politely and professionally done!!

Thank you again and Regards,

R. Kushinsky
 

Wed 5 August 2009

Sir/Madam,

I would like to take this opportunity to express my appreciation for the manner in which Jan assisted with my enquiry on Tuesday. Being an older and less than proficient user of a PC, I must say the courtesy, understanding and patience displayed by her was nothing short of par excellence. She is a credit to your organisation and a pleasure to deal with. IF Jan is 'the window' to TPG augers well for the future of your company!

Kind regards,

D. Preece
 

Tues 4 August 2009

Good afternoon,

Just a quick email to tell you that I was very happy with the prompt service I received from RJ and Marcus. I was having trouble with my phone and after being with Virgin Mobile and the bad service I received from them, it was a pleasure to find someone so helpful, I will be recommending TPG to all my friends. Thanks again, all working well now.

Cheers!

E. Collins
 

Tues 4 August 2009

Dear Colleen,

I would like to thank you very much for the wonderful job you have done and for the incredible speed it was executed. I have been with TPG for many years and so far have always been very pleased with the internet connection and your service.

Yours Sincerely,

Hans
 

Mon 3 August 2009

Hello,

My name is Simon and I am currently a customer with TPG. A short while back, about a week and a half, I had an unfortunate experience with my telephone line provider which meant that my internet service was knocked out.

During the time that it happened I was recovering from surgery and working from home and as you can imagine was using the internet for all of my correspondence between myself and work. After sorting out my phone line connection I got in contact with TPG to get my net back up and running normally, however some issues existed because I had changed phone providers (due to my previous providers lack of cooperation and also the fact that this whole issue arose as their mistake - but they were trying to blame me).

Given that some issues had arisen such as reconnection costs and also the normal time delay to re-establish my internet I was in a difficult position due to work commitments. I have to say that some of my initial dealings with customer service staff left me somewhat frustrated - this isn't a reflection on their service or manner (which was great) more so that these issues existed.

I asked to speak to one of the supervisors regarding my situation in order to see whether or not I could get some of these issues resolved. I was put through to a gentleman named Edwin - I would like to take this opportunity to thank him for the effort and result which he was able to achieve for me. Aside from being polite and possessing great customer service skills, he was able to provide me with answers and solutions to my problems and rectify them quickly.

I have been very happy with the service provided by your company since starting with TPG in April of this year, I am glad to say, and in large part would like to credit Edwin with my continuing happiness with your company and the service you have been providing thus far.

Take this as a pat on the back and if you'd like to reproduce this letter for promotional material feel free - but please REMOVE my surname.

Kind Regards, thank you again and thank you again to Edwin.

Simon
 

Thurs 26 March 2009

Hi,

Just a short note commending the assistance of Chris on the phone yesterday 24th March. I have not installed the internet at home before (without servers etc) and I was going into the installation blind. Chris was very helpful and I appreciated his patience and professional manner.

Please forward my thanks to him and your team. I look forward to any further assistance required with ease.

Once again Thanks for all the help.

Kind regards

Sheryl Thacker
 

Tues 24 March 2009

To whom it may concern,

Being an absolute novice on the computer, I rang your service telephone number and Charles answered my problem. He assisted me through my problem, making it as easy for me as he could. I wish all the telephone assistant type persons could be half as good and understanding as Carlo was. You can be assured that I will continue to use Chariot not only at home but also at my office and let you know when I talk to anybody wanting to know a great internet supplier. I will be telling that person of the excellent service I received tonight. Should you which to use this testament in your advertising promo then please feel free to pass on my internet address for testament of just how good Chariot really is.

Thanks Carlo!

Freddy
 

Tues 24 March 2009

The Manager of Customer Service Department.

Dear Sir/Madam,

I wish to express my gratitude for the excellent service provided by Jeremy, during my lengthy consultation with him about 5pm this afternoon. His courtesy and patience, as well as his obvious competence in resolving my problem, were greatly appreciated.

Yours sincerely,

Julianne
 

Mon 23 March 2009

Hi all,

I would like to thanks TPG crew for help, especially John, one of the representatives. Very much appreciated!!!!

It’s been a while since I have decided to join to TPG, however since then honestly was really hard, first to get someone to speak to, phone line seems to be busy. Though when I had a chance to talk to was very pleased with service: John and one girl (unfortunately don't remember her name) very kind and helpful as well.

Once again huge thanks for all.

Darius
 

Sun 22 March 2009

Dear Sir/Madam,

I wish to inform you about the service I received from Sarnia last week. I was extremely happy with her help and assistance. I have made a lot of phone calls to the Chariot Internet Support number since buying my computer, and have never experienced the service and understanding that Sarnia gave me. I certainly hope she receives the consideration of any Award/Bonus/Promotion should the occasion arise.

Congratulations to you for employing Sarnia – she is an asset to your company!!

Regards,

Erica
 

Sun 22 March 2009

To the ADSL service support centre,

I contacted your ADSL support service to fix a modem, i.e. DSL drop out, and it was not until today that I had any satisfactory response. Wilfredo was very helpful, giving me time to carry out suggestions and not finishing the call until he was assured that I was satisfactorily connected again.

I would like to thank Wilfredo for his time and patience which is not always readily available these days.

Thank you Wilfredo!

Regards,

Janet
 

Sat 21 March 2009

To whom it may concern,

I spoke with Aaron today, who spent 45 minutes on the phone with me and assisted me through setting up a secure connection. I understand that this is not in his job description, although Aaron went above and beyond in order to assist me. Please congratulate Aaron on his excellent customer service.

I will be actively promoting TPG's service to all of my friends, and because of Aaron! I’m sure you will get plenty of new connections in the coming months.

Kind Regards,

Todd
 

Fri 20 March 2009

Dear TPG,

I had internet connection problems for some time and just had it fixed today (20th March 2009) by an excellent and very helpful staff named Jessy. Jessy has patiently helped me for the last 2 hours (even though she got disconnected at one stage, she called me back!) and finally fixed the problem. Her efforts should be commended and I am very happy again. At least I know there are some staff in your company that do there job well.

So great efforts should be commended to her. Thanks Jessy for your help I appreciate it.

Regards,

Sally
 

Fri 20 March 2009

Hello,

I would like to comment on my experience with Ervin after being transferred several times today and after being disconnected 3 times.

He spoke to me with a very friendly and concerning manner which I greatly appreciated after all the trouble I’ve been having lately with my relocation.

I was having trouble logging into my account and email since yesterday and he successful correctly the problem in a very fast professional way also he reassured me that my relocation was still in process.

Regards,

Jaclyn
 

Fri 20 March 2009

Hi,

I just spoke to Charlie from your help line and guess what? In just a few short minutes he was able to help me and my laptop is now connected to the internet!

Success - and it was so simple....

I do believe there are sub-standard staff in your help centre - if everyone was as helpful and efficient as Charlie, my life in Sydney would be happier!

Thanks Christian - job well done!

Regards,

Dustin
 

Fri 20 March 2009

To Helpdesk supervisor,

G'day, just a few words of appreciation. We constantly have problems getting online. On Friday the 20th March, I could not get our modem to connect. I phoned your 1300 number to see if there was a problem at TPG. I spoke to Sandra. Thank you for employing Sandra, she is an absolute treasure. I know that we wrinkles can be a pain, our hearing is bad, our brains are slow, we try to do things quickly but it doesn't happen. Sandra went step by step through a procedure with incredible patience to fix our problem. When us oldies receive patient help we are extremely grateful. Thank you to Sandra and thank you to you.

Best Regards,

Cameron
 

Thurs 19 March 2009

Hi,

Thank you for the reply. I'm glad to inform the issue has been resolved satisfactorily. The connection did not drop out and it maintains negotiated high speed. Again thanks for the professionalism of the TPG help desk team.

Kind regards,

Judi
 

Thurs 19 March 2009

To whom it may concern,

I phoned this morning to answer an account question sent from TPG.

Your Customer Service Representative Josie was extremely clear, helpful and friendly making my enquiry very simple.

Josie has an amazing ability to read minds, answering my unrelated questions before I had a chance to ask them.

She was very helpful a credit to TPG.

Regards,

Terence
 

Wed 18 March 2009

To whom it may concern,

I am writing this letter to thanks Ervin for his help this afternoon. After being shuffled back and forth between sales & customer service. he took the time to explain what I needed to do to change my plan from ADSL2+ 50G Heavy to ADSL2+ Ultimate Heavy 150G. He explained how I am 2 months away from being out of contract and that, if I did upgrade now there would be no fee and if I downgrade in 2-3 months whilst out of contract that, I won't need to pay a downgrade fee as I will indeed be out of contract.

I have spoken to your customer service staff many times before and this is the first time anyone has had the patience & time to explain this to me in plain English. You need to hire more people like him on staff.

Kind regards,

Silvia
 

Wed 18 March 2009

Good Morning,

This afternoon I had cause to ring Chariot for a tech issue with my emails. I was lucky enough to speak with Sarnia and she was able to rapidly and concisely fix my problem.

Sarnia is a credit to your company and I hope to speak with someone just as friendly and competent next time I have cause to ring for technical support.

Regards,

Marylin
 

Wed 18 March 2009

Greetings Brenda,

In this email I write of two staff which should be looked up to for better quality service which are Anna and Nerida who with there patience, tolerance and persistence to rectify problems promptly with sincere care of the customer's needs, has given me hope in TPG services.

I think with more staff such as Anna and Nerida who perform with such enthusiasm, TPG would be a pleasure to consult with. Thanking you sincerely Anna and Nerida for the extra steps.

Kind Regards,

Cameron
 

Tues 17 March 2009

Dear Supervisor,

I want to specially mention your team worker at technical support Charlie for being so patient and sweet about my predicament. I tried so many times and finally he cracked it successfully for me. Maybe for other new customer with another server at work, this is a case study for your team workers. My daughter worked in a call centre before and I know how hard you guys work!

So thank you to you and your team at TPG. Thanks a million Charlie!

Tabitha
 

Tues 17 March 2009

Hi,

I would like to let you know that I had to get help this morning to change connection numbers. I was attended by Rod who was very patient with me and guided me through. I can tell you I was not the easiest and at times felt as thick as two planks.

It was great to have help without the sound of impatience!

Regards,

Margaret
 

Tues 17 March 2009

A very big thank you to the team at Chariot – namely Marco, Ronald, and Ryan.

Not only did you all spend considerable time helping me unravel several problems – that resulted in me needing a new modem and IP – but you offered step by step advice…went through the whole of your troubleshooting repertoire and still kept going until they found solutions.

I really did appreciate the help – and it’s great to access my sites again!

Thank you all for a very special effort – it was really appreciated!

Warm Regards,

Bronwyn
 

Mon 16 March 2009

Hi,

I wish to commend Steven who looked after me very well that morning & was ever so patient & kind to explain to me how to operate my new service.

Thank you Steven, you were wonderful!

Good job, well done!!!

Thank you and regards,

Jerome
 

Mon 16 March 2009

To whom it may concern,

I had trouble importing my emails today and contacted your help desk for support. One of your consultants named Charlie took the trouble to help me out and I want to say how helpful and patient he was in dealing with me. It was just great service and I just want to express my thanks to him and your company.

Bob
 

Mon 16 March 2009

Hi,

Much thanks to Yuri for his time, effort and understanding helping me to set up my modem. With out his patience, my p.c. may have met with a violent and sudden end, my 13 year old son wouldn't be talking to me and contact with the out side world would of came to a sudden holt. Thanks to Yuri everything is right with the world once again.

Cheers,

Olivia
 

Mon 16 March 2009

Hi guys,

Just a short note to say thank you for getting my adsl2+ service up and running. I called you guys on Wednesday the 11th and got a firm connection date on the 13th for Tuesday the 17th. When I checked my modem at around lunch time today (the 17th) I had the green light on.

I rang you guys for connection settings at about 1pm I got Nadine’s help and in less than a minute I was surfing the net :-)

Good job all round guys! I initially tried to get my ADSL2+ from Dodo, but after promising the world and 20+ days later not being able to deliver I came to you.

Good job guys, I'll be recommending you to my mates in the area for a similar setup.

Thanks again,

Karl
 

Mon 16 March 2009

To whom it may concern,

With reference to my contact with customer service team member Anna this morning, I would like to express how appreciated I felt, after she took my call.

When she realized I was quite upset, she immediately listened to my problem and actually took ownership to help out set up my mailbox. I did not realize at the time that that was not one of her tasks - until we had finished setting up my mailbox and she explained.

Anna was extremely helpful, polite and used her customer service skills most professionally. I would like to recommend her for recognition with her most professional customer service skills and beautiful manners.

Kind Regards,

Jillian
 

Sat 14 March 2009

Dear Sir / Madam,

I am writing to acknowledge the high level of customer service provided to me over the telephone by one of your employees.

I wish to thank the Helpdesk employee Kathleen who assisted me with IPTV set up this morning.

Kathleen was of great assistance in helping me configure my Netcomm NB9W router / modem for IPTV. After following the steps outlined on your website for modem configuration, and having no luck in receiving IPTV, Kathleen managed to guide me through some extra steps that enable successful connection. She obviously has high technical knowledge, but more importantly could clearly and concisely guide me through the required steps. I am very thankful of her help and would appreciate if you could pass on my thanks. It is always a pleasure to be on the receiving end of a positive customer service experience. Thanks and keep up the good work.

Sincerely,

Jim
 

Sat 14 March 2009

Hi There,

I just wanted to provide feedback in the assistance I was given by Zara in setting up my internet connection. The service she provided was excellent, she was very clear with her instructions and made the whole process really simple. She deserves praise (and bonus) for her service.

I hope you are able to pass this message onto her!!

Thank you!

Chris
 

Sat 14 March 2009

Hi,

Congratulations on your awards. I have been using your service for years now and have noticed big improvements in that time.

Keep up the good work!

A satisfied customer,

Jane Walters
 

Fri 13 March 2009

Dear Jeff,

I would like to sincerely thank you for all your patience, support and expertise in helping me reconfigure my modem in order for me to receive internet service from TPG. No one was able or willing to help me when I rang them to inform them that I was not getting internet service (but I was being charged for it). Instead they suggested I ring the people who made the modem and ask them what was required to configure it!

Once again thank you for all that you did, your knowledge proved to be a saving grace. It was a pleasure dealing with you.

Sincerely,

Johnny
 

Fri 13 March 2009

Hi,

I want to thank Patrick for his patience and help in helping me through the various steps to gain internet connection this evening. I am amazed at what can be accomplished over the phone.

Thanks Patrick, you are a star!

Regards,

Audrina
 

Thurs 12 March 2009

Dear Customer Service supervisor,

My name is Canh, I am a TPG internet customer. I would like to extend my appreciation and compliment to one of your CS staff Carlos.

He was very polite and good mannered, yet very efficient in solving my connection problem, he has been patient in explaining things, and he gave instructions promptly.

I would like to give him compliment with this regard, and wish your service to be always high-standard as he has given.

Thanks and best regards,

Canh
 

Thurs 12 March 2009

This is for you Christian.

Thank you so much for the help and assistance you gave me yesterday afternoon re: the DNS problem I was having in respect to my browsing to the site.

Your instruction and assistance was specific and most informative. I very much enjoyed talking to you and am very appreciative of the way you helped me solve my problem.

Keep up the good work.

Regards,

Marlowe
 

Thurs 12 March 2009

Hi,

I wish to let you know that I recently had some questions about your services and I was speaking to a Carlos. What I wanted to say is that he was the most helpful phone service person I have talked to for a long time! Not only did he have a helpful attitude but he knew what he was talking about and was able to answer all my questions without having to put me on hold once.

What ever he is being paid it’s not enough!!!

Regards,

Desmond
 

Thurs 12 March 2009

Dear TPG technical support team,

I would like to give my sincere thanks your ongoing support and professionalism from Jan to Mar 2009 to correct my exchange line problem. I would recommend Steven to anyone who is going to or about to joint TPG or his excellent work, I really appreciate it!

Many Thanks anyone else who assisted me in solving this problem.

Nicholas
 

Wed 11 March 2009

Hi,

I would just like to comment on the service I received today over the phone. In the past I have had a lot of trouble with the customer help staff but today was a different experience. The phone conversation I had was with a gentleman called "Saxon". He was an absolute pleasure. He helped me with the email problem and throughout the conversation he was polite and patient.

WELL DONE SAXON. IT WAS AN ABSOLUTE PLEASURE.

Kind Regards,

Veronica
 

Wed 11 March 2009

Hello,

Just a note of appreciation for the excellent support you have given me through your helpdesk during my transition from Telstra to TPG as my service provider. Your staff were extremely knowledgeable, helpful and courteous - all three of the people that have helped me, but I’ll mention specifically the last one, James.

Looking forward to many years with TPG!

Robin
 

Wed 11 March 2009

Hi,

Today at about 2.00pm on the East Coast, I called Chariot to help me get back online after one of the Chariot IT helpers inadvertently caused me to lose my internet connection. I am so thankful that Roland answered my call and after about half an hour of supreme patience, Roland helped me to get reconnected. Not having access for a week, it is great to know that Chariot have wonderful people such as Roland to help keep technologically challenged people like me in touch with our internet connection.

Thanks so much Roland!

Regards,

Sam
 

Wed 11 March 2009

Hi Brian,

A short note to say thank you for taking me through the process of reconnecting me to the Internet so competently and clearly. I also appreciated your friendly style. An approachable help desk is a very good selling point for TPG and also retains customers.

Regards,

Jansen
 

Tues 10 March 2009

To whom it may concern,

It is with confidence and most appreciative of the fact that someone like Pam can be co-operative and understanding of one's circumstances. I would like to offer my gratitude for extending activation for a couple of days 'till payment.

Customer service is what it's all about rather than a computer system in place, within reason. I may now consider my association with TPG and extend another contract with you albeit a different option, once contract expires in April.

Thank-you,

Jonas
 

Tues 10 March 2009

Hello,

We would like to thank the helpdesk for helping us to reconnect to internet again. Jason was very, very patient and understanding, as we are in our 70's and a bit slow in following instructions he was giving us.

Thanks again!!!!

Fred & Velma
 

Tues 10 March 2009

Hi,

Just wanted to say a big thank you to Daniel at phone support and I didn't catch the young lady's name who helped me fix my internet problem and the other unnamed man that helped me with my billing enquiry. They were absolutely fantastic and professional. I was very happy with their service and patience, especially as my three enquiries were all over half an hour each. With people like that on your team, TPG is sure to grow and do very well.

Thanks you once again.

Nathan
 

Tues 10 March 2009

To whom it may concern:

I called helpdesk this morning as I did not have an internet connection. I initially spoke to someone by the name of Rica. This person tried to talk me through the steps necessary to fix the problem, but after some time she told me that the modem would need to be re-configured. She asked me to turn off the modem and ring back 20 minutes later. I rang back about an hour later. I had to ring back about four times because all of your operators were busy with other calls.

I finally spoke to someone called JR, who was very helpful. JR talked me through the steps necessary to be re-connected to the internet. The internet is now working and I appreciate the courteous assistance given to me by JR.

Yours sincerely,

Marina
 

Mon 9 March 2009

Hello

I have only been with TPG for a week or so. Yesterday I had in internet outage. I reported this to your tech staff this morning, and within a few minutes Chris had me back on the net again. He was very courteous and helpful.

Thank you TPG!

Patrick
 

Mon 9 April 2009

To TPG Managers,

Today I phoned TPG to get help with connecting wireless. I was very fortunate to have Fraulin as my technical support. Fraulin was very patient as we were on the phone for nearly 1 hour. Fraulin made me feel very comfortable and gave me confidence as she carefully directed me through the process of connecting wireless. With the support which Fraulin has given me I feel very confident to stay with TPG for my Internet connection and will be looking at changing to TPG with my mobile phone.

Warmest Regards,

Daniel
 

Sun 8 March 2009

Dear Sir,

This morning I found that my computer was offline. I phoned your helpdesk and spoke with a young man who gave me some assistance, but after three attempts to get me back online, he told me that it must be my modem and that I should phone Netcom on Monday. He was very helpful in some ways and was very patient with me. However, I believe that he was not as helpful as others have been in the past. This afternoon, I again phoned the helpdesk and then spoke with Melvin, a man who should not have been at work due to having the flu, but who attended anyway. A very impressive man, most capable and knowledgeable. He was of great assistance to me and got me back up on line very quickly.

I commend this employee to you and congratulate you on employing him.

Rodney
 

Sat 7 March 2009

Attention: The Manager

Dear Sir/Madam,

I have been in contact with your helpdesk for the last month due to the slow speed I have had since churning to TPG!

Today Aldrin, level 1, was on the phone with me for over an hour and I would like to pass on to him my sincere thanks for his patience and willing to do everything to assist me with my issue.

I was close to lodge an official complaint, a month with a crawling speed is not worth $49.95!!

After the excellent service I received from Alvin, I am willing to wait for another few days.

Thanks,

William
 

Fri 6 March 2009

Hi there,

I've just spent a very productive 30 minutes with a wonderful member of your support team. The Ladies name is Fraulin (sorry if not spelt correctly). Fraulin was very professional, courteous and patient as we went through the various tests. I was clearly directed in what needed to happen, I was even called back on my mobile as my model wasn't in my office. We eventually reset the defaults on the modem and this resolved the latency issues I was experiencing. It was a pleasure to receive such a high level of service. If this email could please be forwarded to Fraulin's manager I would appreciate it.

Thanks and kind regards,

Mason
 

Thurs 5 February 2009

To Whom it may concern,

Beverly was very helpful and most willing to ‘listen’ to my needs/concerns as a customer and she offered a fair solution to resolve the escalation – Beverly rang back as promised and followed up with a professional and empathetic approach. I believe she worked a longer shift to ensure she got back to me and other customers yesterday and my retention as a TPG customer will be due to her efforts. (Also Adrian from Soul /TPG provided excellent service/advice to resolve my query which dated back to December).

To Whom It May Concern: I offer the above feedback as a customer and someone who was involved in Call/Contact Centers for 25 years ‘from answering phones to call centre manager’ so really do appreciate what it is like dealing with customers/calls/service levels daily and acknowledge I do have high expectations when it comes to customer service.

Warm regards,

Jolene
 

Thurs 5 February 2009

Hi there,

I would just like to say that my experience with TPG has been great.  I applied for the internet online and they did everything from canceling my previous provider and sending the modem and information for set up ASAP.  I did encounter a small problem whilst first connecting and would like to thank Grace greatly for her assistance and perseverance.  She was exceptional.  Thank you Grace.  I look forward to a long and happy partnership with TPG!

Regards,
Brook
 

Thurs 5 February 2009

Hi there,

I would just like to say how wonderful both Geoff and the lady I spoke to before Geoff where. They assisted with my enquiry quickly and answered all the questions that I had. I commend both of them on their service today.

Kind regards,
Janine
 

Thurs 4 February 2009

Hi,

I just wanted to inform you that I had a positive experience dealing with your employee Gretel. She was very helpful and efficient in fixing up my internet account enquiry. She sounds eager to find out what customers think of her so would be an asset to your company.

She also has a very nice voice :-)

Regards,

Joven
 

Thurs 4 February 2009

Hi,

I'd like to let the manager know that I was having a huge problem with my internet connection, and Rolland was a wonderful help. He solved the problem of why my modem was not connecting to the server and I am so very happy. He was nice, kind, patient and I believe his technical knowledge must be an asset to your company.

I'd just wanted to let you know about your wonderful staff member!

Yours sincerely,

Loraine
 

Mon 2 February 2009

Hi,

I've been a customer of TPG for some time and I recently had occasion to change my plan. I had the good fortune to contact your Katrina who talked me through the procedure, a delight to deal with who arranged the transfer quickly and easily. In these days of poor service.

I feel I should let you know what a good impression of TPG this made.

Cheers,

Don
 

Sun 1 February 2009

Thank you Ervin,

You were very helpful and courteous. It is one of the reasons why I have decided to expand my business with TPG. Could you please assist me further by helping me organise the bunch deal which includes ADSL 2+ $49 plus the $9.99 mobile phone deal.

Regards,

Mark
 

Sun 1 February 2009

Hi TJ,

Thank you very much for your assistance I received from you yesterday. You were attentive and understood my dilemma in a compassionate way yet at the same time giving your company (TPG) due consideration with the situation.

I will as I assured you yesterday, make the payment on Friday by phone.

Once again Tyrone, thank you very much for your customer service!

Cheers,

Tim
 

Saturday 31 January 2009

Hi,

I understand you are Belen's Supervisor. We would like to commend her actions in dealing with an unfortunate set of circumstances surrounding our account with TPG. She has been the only one of a number of contacts that has offered any sort of resolve to my request, she did it when she said she would and offered somewhere near to what I imagined would be offered to compensate for our out of pocket expenses. My situation has been less stressful.

Please thank her for a job well done.

Kind Regards,

Chris
 

Fri 30 January 2009

To whom it may concern,

I am writing to you in regards to the current service I received from Paul at Help Desk on Thursday, January 22, 2009.

My name is Terry. I live in a very small coastal town, 20 km from the main centre of town. I am a single woman, who has been set up on the internet by my brother from Canberra.  He has done this for me for the majority of my life and I have not had to pay for anything, up until recently. Unfortunately (or fortunately for him) I have now been left to my own devices.  I have been paying my account to TPG since October 2008. He has been my personal IT consultant, who has been on hand via telephone/email, or when he comes down to visit.   Most recently I have found that my current email address will be also disconnected, and as I have a TPG account, I have an email address with them.

I use the net at least on a daily basis, mainly for information, entertainment and communication.  I have found it a very valuable tool, and sometimes my addiction, as it does gives me company and a hobby.

Finding my internet disconnected for the past 3 days has been a huge & major frustration for me.  I gave it 24hrs at first – thinking that maybe there’s a problem out there?? But finally I gave in after 48hrs, and numerous attempts of trying to solve the problem myself, and not gaining any access.  I then called TPG.

When I called on Wednesday late afternoon, I was advised that there was a problem with my modem, and the password to gain access. I was told by a staff member to contact Siemens the owner of my modem.  I called them straight away, and I was too late to get any service.  So I called them again on Thursday morning at approx 9am, and got told to call my provider. I did this – yet again. At this stage I was very cranky, frustrated and upset about my situation. I just wanted to know what to do, and how to fix it ASAP.  The guy who spoke to me was very patient, and calm with me.  I was very hysterical at this stage, because I felt he was going around and around, and not helping me.  I was crying and upset and generally very unforgiving.

Paul helped me calm down, and didn’t show any signs of stress or frustration at all. He just needed to go through my situation (but that added to my anxiety).  He then explained and followed all the steps to do this.  He talked me through what to do, and I did this – all his instructions were clear, precise and correct. I was so excited when I got my internet back on line – I then asked if he could help me set up Outlook Express up too, as this is another dilemma I was having.  He then proceeded to assist me in that setup – and all is going well, or better than expected.

So basically this is HUGE customer praise for your help desk staff.

Thank you!!

A grateful and less stressed customer,
Terry
 

Fri 30 January 2009

Hi,

I am very happy about the customer service that Ervin has provided me. He is very polite, helpful and was patient throughout the whole conversation.

He helped me to update my account details straight away and also asked whether I had any other questions.

He is very professional and friendly and I am sure Ervin is a great asset to your company.

Cheers,
Jonna
 

Fri 30 January 2009

To the TPG Customer Service Supervisor,

This is just a quick email to advise that I was very happy with the assistance I received from one of your staff members Ervin. I found him to be very polite and patient with me which is hard to find these days.

Keep up the great work.

Rosanne
 

Fri 30 January 2009

Hi there (To Whom It May Concern),

Just an e-mail to say thanks to Olivia who assisted me very capably and patiently with my internet connection problems at 7:30 Darwin time (9PM EST) on Friday January 30, 2009. Olivia was very helpful and talked me through some issues with my new modem/router I had purchased to connect to TPG. She trouble shot very well and after 1 hour on the phone with her trouble shooting, the problem was identified at my computer. Settings (and filter) were changed and all worked perfectly. She did not give up, and for that I appreciate this immensely (as I am not computer savvy but do rely on internet connection for work and personal use). If you could pass on my thanks again, I would appreciate that equally.

Kind Regards,

Jo
 

Thurs 29 January 2009

Hi,

I found Glenda’s service to be very good, she was clear in what I was asking her about and she was quick in her solutions to my problems. I have always had good customer service from TPG and hope that in the future I can expect the same high level of courtesy and effective customer service.

Thanks. Tom
 

Thurs 29 January 2009

Hi,

I found Glenda’s service to be very good, she was clear in what I was asking her about and she was quick in her solutions to my problems. I have always had good customer service from TPG and hope that in the future I can expect the same high level of courtesy and effective customer service.

Thanks. Tom
 

Thurs 29 January 2009

Hi,

I spoke to Bernadette today in order to change ownership of my recently deceased husband’s mobile number account to myself.
I would like to say that Bernadette was very polite and helpful and I could not have asked for better service.
Bernadette has a great customer care attitude.
Thanks, Bernadette!

Kind Regards,
Roberta
 

Thurs 29 January 2009

Hi there,

Thank you Beverly for resolving this situation quickly once you had taken it on board. The amount of free access you are giving us is about the same financial value of the two modems postage costs to us and for that we thank you. Thank you again, at least there has been some recognition of the out of pocket expenses incurred by us, may I add that I have been happy with the response of all of the staff members I have been in contact with at the time of contact but you are the first to actually do as you have indicated. We have had nothing but good reports about your company and we want to be able to recommend you as well. Finally, if it were possible to let your superiors know how pleased we are with your prompt attention, then I would be happy to do so. Ask them to email me so I can return a response.

Kind Regards,
Warren
 

Thurs 29 January 2009

Attn: The Manager

Hi there,

This note to you is to record our appreciation of the tremendous assistance given to us yesterday by two members of your team. We were experiencing difficulties in logging on to the internet, especially since neither my wife nor I are really computer- familiar. Thankfully, your team member Joanne was able to walk us through the initial problem in non-technical language. After she rang off a further problem then developed and, since Joanne was not available, Nathan took over, got to the root cause of the problem and suggested a solution i.e. fitting a central filter on my telephone connection. I did that and now my wife and I are able to access the internet without difficulty. We thank Joanne and Nathan most sincerely. They are a credit to your organisation.

Yours truly,
Jarod
 

Wed 28 January 2009

Hi,

Yesterday I called TPG to try and amend problems with my internet connection and pc. It was a very nice change to be greeted by an enthusiastic and helpful help desk attendee. He was patient during the process and spoke clear English.

I believe that the service attendant's name is Vincent and in my opinion he should be commended for his thorough and excellent service.

Thank you.

Yuri
 

Wed 28 January 2009

Hi,

I just wanted to say thanks to D.P. for his assistance in helping me get my internet connection up and running again after a brief time of not being able to log onto the internet. He kept me informed every step of the way and took the time to explain how VOIP calls work.

I am a new customer of TPG and the customer service/helpdesk service I have experienced so far has been excellent, including limited downtime with the transfer from my previous provider. And the speed of the connection is fantastic!

Thanks again.

Best regards,
Bruno
 

Wed 28 January 2009

Hello,

I recently called TPG help desk as I was having issues with my Internet connection. The support from your staff member Frank was most helpful and much appreciated. My problem was resolved most promptly.

Kind regards,
Ken
 

Wed 28 January 2009

Hi there,

Further to the mail of Rianne, I'm happy to say that Rianne handled the telephone conversation patiently and professionally. She looked into the business carefully, explained things clearly, and facilitated the communication well.

Good job!

Chanel
 

Wed 28 January 2009

Dear Sir/Madam.

I would like to thank your department for the assistance in changing my ADSL plan with TPG. Joanne assisted me and was very informative and patient with all my requests and questions.

Stephen
 

Wed 28 January 2009

To Whom It May Concern,

I connected with TPG a few weeks ago and Greg was the person who took care of everything on TPG's side of things. I have nothing bad to say what so ever, great job, he was kind and assisted me when I needed it. Alot better then my previous ISP.

Thanks Greg

Regards,

Blake
 

Tues 27 January 2009

To Whom It May Concern,

We signed up with TPG as our internet provider and the account was activated today. As I am not really computer literate, I telephoned your support no. on 13 14 23 for assistance and spoke with Adam.

My reason for writing to you, is that I would like to acknowledge the help that Adam gave me and the manner in which he did so, which was both pleasant and easy to follow.

It was a pleasure dealing with him and one can only wish that other organisations had staff as competent and as agreeable as he was.

Derek
 

Tues 27 January 2009

To Whom It May Concern,

I am writing to thank Glen for his assistance with an internet connection problem last Thursday 22nd Jan 2009. I really appreciated his attitude and his willingness to ask a few extra questions to try to solve the problem.

In all my dealings with TPG technical support Glen has by far been the most helpful & friendly. In fact, he is the only consultant so far that has even been willing to discuss our connection problem!!

I would suggest that other consultants take a leaf from Glen’s book to ensure TPG keeps its customers.

Thanks again!

Nicholas
 

Tues 27 January 2009

Hi,

She was excellent and courteous, and customer focused.

Overall, TPG is the best ISP I have been so far. If I will rate Telstra, Optus and TPG, Telstra would be a lousy 2, Optus will be 4 and TPG is 8.

Keep it up!

Marcus
 

Tues 27 January 2009

Hi,

I just wanted to let you know that one of you staff, Jen, a short while ago assisted me to renew my email account. Jen was not only patient but extremely helpful and the whole process was most painless.

It is really nice to find someone like Jen and your service responding so well and so efficiently.

Many thanks,

Jack
 

Mon 26 January 2009

To whom it may concern,

I recently had an enquiry to make regarding my mobile phone service at TPG. I spoke to a man called Ron who was of great assistance to me. He was very helpful and made my dealings with TPG both quick and fruitful.

Aldrin
 

Sun 25 January 2009

Hi,

There are 3 things that would make me say that Noreen did an extraordinary job today:

1. She really did everything to try and fix the issue
2. Even when it didn't work she was very patient and it did not sway her from finally fixing the issue
3. As soon as I pressed the number for technical support, I heard one ring and she answered straight away which never happened to me ever.

Overall, I appreciate the effort that she put through today!

Angela
 

Sat 24 January 2009

To whom it may concern,

As every call I have either made to TPG, or had from TPG, the service from the above mentioned employee has been wonderful, very helpful, and courteous. The service I received from Gladys re my account was prompt. Thank you very much for providing such a good service.

Jamie Graves
 

Sat 24 January 2009

Hi Annette,

Thank you so much for your assistance this morning. The missed payment was an over-site which could have left us stranded without service over a long weekend, but with your help this was calmly and efficiently avoided.

Thanks again, for your fantastic service.

Kind regards,

Nathan
 

Sat 24 January 2009

To whom it may concern,

I just want to make you aware that Hannah is very good, patient and very helpful. She's outstanding. I want to thank her for helping me in getting my Internet connection work. She's a genius!

Brendan
 

Friday 23 January 2009

Hi,

I wish to record my thanks for the very good service I got from Drew this afternoon. It seemed quite a tricky problem and he was most patient in going through various procedures until he got me up and running.

A good rep for your company!

Barry
 

Friday 23 January 2009

Hi,

I would like to send a quick letter of thank you for the unrelenting patience given to me by your staff in setting up my system with your network. Especially a young lady by the name of Iris. The performance and service afforded to me will be respectfully passed on to all I have contact with.

Once again thank you!

Damian
 

Thurs 22 January 2009

Hi,

We would just like to record our thanks to Steven for his patience and willingness to assist an old computer nerd. Whilst we took a great deal of time and must have sounded stupid to him, his help was invaluable.

Many thanks to TPG and Steven.

Regards,

Lawrence and Maria
 

Thurs 22 January 2009

Hi Geraldine,

How are you miss? Must be fine and in good spirits I guess. Yes indeed you were great in the problem solving area. Quality of customer Service was excellent. You got 9 out of 10, being 10 the highest.

Love to hear from you again.

Thank you!

Kinds Regards,

Pahana
 

Thurs 22 January 2009

Good afternoon,

My name is Mansour. Earlier today, Daniel helped me with getting my connection up and running and accessing the internet. He was very helpful and patient and talked me through steps to get the whole thing working. I do appreciate his effort and the way he calmly talked me through - especially with someone with very little knowledge about computers like me.

All is working now. However, I now need further help trying to get my laptop to access the internet. I have a Belkin G+ memo modem router. The modem has been set up to recognise the laptop (this had been tested a couple of weeks ago). Just now, I turned on the laptop and it said that it is connected to the router but when I tried to access a website, it can't. Is there some settings or set up I need to further do for the laptop?

Any help would be appreciated.

Cheers,

Mansour
 

Thurs 22 January 2009

Good Morning,

I was given your email by one of your staff, Brenda, after I recently called in to change some of my account details. In 4 1/2 years of dealing with TPG, she was the most helpful person I have come across, as she tracked down a problem that I was having and managed to get another department that hadn't responded to me respond.

Kind Regards,

Nash
 

Thurs 22 January 2009

Hello,

I rang TPG Internet today to inquire about viewing my bill on-line and spoke to Jonas.

Jonas talked me through the various screens and prompts and I found him to be very helpful and courteous and he explained the steps I needed to take in order to view not only my bill, but also my call transactions in a clear and concise manner and I felt very comfortable speaking with him.

Thank you,

Kelly
 

Thurs 22 January 2009

Good Evening,

This is email to praise the outstanding work of Brenda. She helped me earlier on with a query and her customer service and integrity were second to none. Brenda truly went out of her way to assist me and for that I am very grateful.

She is the pride of your department!

Thank you kindly,

Andy
 

Thurs 22 January 2009

Good afternoon,

I hope I am on to the right page. I would like to give praise to one of the staff, which helped me immensely this morning about 10.30am his name was Steven. He was very pleasant and helpful, and spoke very nicely. I was looking to try and find a form that I could fill in. I just hope that he is around in your company for a looooooong time. Once again many thanks to all of the staff! Each one that I have spoken to are very helpful.

May you all have a happy & healthy New Year!

Thanks,

Marian
 

Wed 21 January 2009

Hi Ray,

I appreciate for your professional technical support to solve our business broadband problems. You could find the main issue in one minute and solve it straight away, which saved us hassle and time.

Thanks again for your professional knowledge.

Best wishes,

Cynthia
 

Wed 21 January 2009

Hi,

I am writing you to give you the feedback on the assistance I got from Glenda.

I had called up to your accounts department to update my credit card details since it was expiring. I was assisted by the above named staff at TPG. It was done immediately & I liked the way she talked to the customer.

Thanks & Regards,

Suresh
 

Wed 21 January 2009

Hi,

I would just like to say that my experience with TPG has been great. I applied for the internet online and they did everything from canceling my previous provider and sending the modem and information for set up ASAP. I did encounter a small problem whilst first connecting and would like to thank Pauline greatly for her assistance and perseverance. She was exceptional. Thank you Pauline! I look forward to a long and happy partnership with TPG!

Dion
 

Tues 20 January 2009

Hi,

At the beginning it was a slow process setting up. I'm on an Apple Mac OSX system and your help desk isn't set up to handle OSX problems. I'm quite impatient and while I was considering going back to my original ISP the phone rang. It was Jason from the help desk. After some time, I was up and running. You have restored my faith in your customer service department....for now. Thanks!

Edward
 

Tues 20 January 2009

Hi,

All working perfectly! The tech support was great and I'm impressed with the service already!

Thanks for the help!

Kind Regards,

Deborah
 

Tues 20 January 2009

To whom it may concern,

I would like to commend your staff member, June, for her polite and efficient manner, patience and assistance in solving a problem with our e-mail this morning.

Thank you, June - if only all problems could be solved so easily and pleasantly!

Rosey
 

Tues 20 January 2009

Hello,

I have recently set up TPG internet and I gained assistance from one of your technical support team by the name of Steven. I would just like to say that he was extremely helpful in the set up of our new service, we were on the verge of disconnecting the service due to previous bad experiences of your staff, however Steven helped us so much that we have decided to stay. He is worth more money and whenever we have technical support problems I would love it if we could always deal with him because he was the most helpful.

Thank you and do your self a favor employ more people like Steven.

Renee
 

Tues 20 January 2009

Hi,

I would like to say hello and thank you for all the support connecting us to TPG.

I would also like to say a big Thank you to JR who helped me to setup my email account, everything went through very smoothly and he was very easy to understand.

Again thanks for everything!

Regards

Bethany
 

Tues 20 January 2009

Dear Supervisor,

I had to speak to one of your TPG customer service attendants, Mel. I needed to upgrade my internet plan.

He was very clear with his information and surprised me by how quickly he came up with my name with out me telling him!!

Great service!

Ian
 

Tues 20 January 2009

Hi,

Barry was really helpful in helping with my questions about TPG. He was very professional, friendly and responded quickly with the information needed. The nicest person I have talked on the phone to today!

Kind Regards,

Jessica
 

Tues 20 January 2009

To whom it may concern,

I spoke to a lady in costumer service named Brenda at approx 2.30 pm. Just want to provide some good feedback. Brenda was very clear, was able to understand my enquiry, spoke slowly and made me understand the problem. Was well mannered.........overall very helpful!

Many thanks!

Leah
 

Tues 20 January 2009

To whom it may concern:

I recently phoned TPG regarding an account enquiry (I have only recently signed up with TPG for my mobile phone) and was assisted by Catalina. I found her to be very helpful in quickly identifying the reason that my bank deduction had been higher than I had anticipated, and also what I can expect to be charged in future transactions. She was friendly and polite and very easy to deal with.

Regards,

Gretel
 

Mon 19 January 2009

Hi Pat,

I am really very impressed with the service you provide. Doing a job in customer service is not very easy, you may not get stressed physically but u have to handle lot of customers every day who are very stressed and not ready to wait to be served. I apologize if I behaved incorrectly or inappropriately. Just keep it up. You are doing a very good job. Thank you very much. Good luck to you. Take care. Bye.

Sugana
 

Mon 19 January 2009

Hi,

I have just had very pleasant and totally efficient help from Janet...She was friendly and spoke extremely clearly with excellent English which is my only language...It is so lovely to deal with such a delightful lady when one has a problem...I am sure you feel lucky to have her, but I thought it might be nice to express my gratitude.

Sincerely,

Christine
 

Mon 19 January 2009

Hello Rondell,

Thank you for assisting with the reconnection of our internet service this morning after our credit card had expired.

You explained the whole process very politely what had happened and what TPG had done to try to let us know about it.

The reconnection has now occurred and it is all running perfectly again.

Thank you for your very kind service and assistance. It is lovely to get such wonderful customer service.

Kind regards,

Selim
 

Mon 19 January 2009

Dear Nat,

Thank you for your help in getting me back online. You were very helpful in keeping me up to date with things, you kept explaining what was happening at TPG and when a reconnect would be possible. Because of all the holidays then, it was a difficult time to re connect quickly to the service and again I thank you for your efforts on my behalf.

Again, many thanks........

Colin
 

Mon 19 January 2009

Hi Erwin,

Can you please pass this email on to your supervisor?

Just a quick note to advise that Ervin was helpful in answering my enquiry regarding the transfer of my mobile phone plan from Soul to TPG, when I phone on the 12th of January.

He was polite and was able to advise that if my husband wished to move his phone account to TPG he would also be able to get the $19.99pm plan for $300.00 worth of calls the same plan as mine.

Many thanks,

Yolanda
 

Mon 19 January 2009

Dear Sir/Madam,

I am writing to appreciate you for having good customer care person like Gary who I spoke to lately. He has been very efficient in his work and knows what he was talking about. I talked with him regarding cancellation of the service and I have sent an e-mail for the same thing as well.

Thanks for having good team!

Suni
 

Sun 18 January 2009

Dear Helpdesk officer,

I would like to thank you for the excellent support service you provided me with.

I had trouble connecting to IPTV and called service desk. The helper called Grace helped me to go through the problems and make a connection possible. I would like thank her for her patient and professional service.

Best Regards,

Lou
 

Sun 18 January 2009

Hi,

This is to inform you that I have just spent some time with Rommel, from your technical assist team who quickly and efficiently did his job and put me back online. Because of him, I have also gained the knowledge to troubleshoot by myself should something like this ever happen again.

Thank you Rommel.

Farzay
 

Sun 18 January 2009

Hi Sherryl,

Thank you for your detailed and informative response.

Firstly, I’d like to apologise as it was only the other day that it dawned on me about the “10 minute” call as pointed out in dot point (e) below. I then realised that the call times on the TPG website displays the true length of the call and after I recalculated it using the 10 minimum time limit that I noticed I was merely worrying about nothing.

I would like to point out that I’m very happy with the TPG VoIP service as my phone bill used to be somewhere near the $100 mark every month, having used the VoIP service for only a few months, my phone bill has dropped to somewhere around the $40 a month mark which is merely the line rental. I have nothing but praise for TPG after having the run around with my telephone company being advised that I could not get ADSL on my telephone line, that it wasn’t compatible and can only have wireless internet. After a 3 month long saga, I put an application into TPG and with no human interaction, I had ADSL activated on my line and have been happy.

The one question I do have is that because I’m unable to get ADSL2+ with TPG, is there a way to extend the contract or do I have to resign a new contract with TPG every 6 months?

Again, I apologise for the “human error” on my behalf and thank you for your support.

Yours truly,

Toby
 

Sun 18 January 2009

Hello Emily,

Thank you for handling the matters of my account smoothly over the phone. I'd also like to add that from my experience with the TPG officers I have spoken to, the service at TPG is polite, helpful, positive and speedy. Very satisfied!

Nonetheless, I am very impressed with TPG so far and I am also glad to have you guys as my internet provider. Thank You!

Paul
 

Sat 17 January 2009

Hi,

Thanks for the help today. I was impressed with the patience of the 'helper' and the manner with which he led me through the process of fixing my problem.

I am a new computer user and I can imagine the frustration a helper must have in dealing with someone who is unfamiliar with the terminology etc.

Thanks,
Eugene
 

Sat 17 January 2009

To the supervisor of Mariel,

I have already thanked Mar for the excellent assistance she provided to my partner and I when we were trying to install wireless broadband on Thursday night. She was very patient with us and helpful, particularly with her advice regarding an older laptop. I will not hesitate to phone for technical support in the future, knowing that you have such professional staff available.

Many Thanks,

Marina
 

Fri 16 January 2009

Hello,

A few days back I spoke with Brenda from TPG customer service. My problem was not too big but still the way he handle my problem I was very happy. I think she has very good listening skills as well as very good problem solving skills. She was trying to understand my problem first and after she had solved my problem, she asked me that if I have any other problems that she could assist me with, I was really happy. Because I receive a good response from TPG, I would like to refer my family or friends to use TPG like me.

Thanks,

Sharouk
 

Fri 16 January 2009

Dear Noreen,

I appreciate the response given to me by the TPG team, I thank you for forwarding my request to the right department. Being a new customer of TPG I felt happy and will always advise others of TPG.

Thanking you for support and help!

Regards,

Howard
 

Fri 16 January 2009

Hello,

I'm just sending this email to say that I was very happy with the way Brenda helped me out when I called in the other day. She was very courteous, professional and very helpful with all my questions. It was a real pleasure to talk to her on the phone. Thanks and keep up the good work.

Kind Regards,

Len
 

Thurs 15 January 2009

Hi,

The information I received from Mariel in regards to my off peak on peak times was very helpful.

Her suggestion that I change my plan to ADSL+ Ultimate Medium and still pay the same price as my lower plan is greatly appreciated.

Your TPG Customer Service is Excellent.

THANK YOU.

Padre
 

Wed 14 January 2009

Hi Ervin ,

Moved into new place today and found broadband up and working with nothing needed.

Thank you very much for your help and thanks TPG for their rapid intervention, mush faster than the 5-8 days advised.

Marcela
 

Wed 14 January 2009

To Whom It May Concern,

I spoke to Maggie, regarding a failed cc payment as well as changing my plan. She was very helpful and stepped me through the process clearly. It was a pleasure speaking to her, and I am glad I decided to stay with TPG for another year.

Regards,

Cassandra
 

Tues 13 January 2009

Hi,

I would like to advise that due to some very difficult problems I had in swapping to a new IT providers, and allowing my account to fail due to a change of numbers, I did today solve ALL my problems with a young man whom I spoke to twice about all this mess. I did not get his name (although he did introduce himself to me).

He was just naturally and simply so very obliging that I felt I owed him a comment of VERY well done and THANKS for clearing and solving the mess I was in and also...for getting me back on line within a few minutes.

ALL VERY much appreciated I can tell you!

Thanks!

Jason
 

Tues 13 January 2009

Hi,

I would like to say that Michelle was very good on the phone, polite and very helpful.

It was a nice change to speak to someone on the phone with such a pleasant manner, you are lucky you have a very good employee.

Kind regards,

Carol
 

Sat 10 January 2009

Good morning Helpdesk,

I would like to truly thank in particular to a gentleman named RJ for his enormous effort today in helping me connect with the INTERNET.

RJ was so wonderful, such a professional guy with much professionalism, kind and lots of patience.

A BIG THANK YOU RJ, I truly appreciated your help today. You have shown excellent professionalism attitude and such knowledge of what you sell, complimented with a soft voice which eases the frustration on my end of the telephone & computer.

I must say that TPG Internet Service Provider have employed a TOP GUY like RJ in this job.

I would also like to thank others before RJ for trying to help me but didn't quite achieve my connection like RJ did today!! Today was the first day my INTERNET is finally ON since I joined up with TPG!

THANK YOU ONCE AGAIN TPG and particularly the gentleman named RJ and may God bless you RJ in your future endeavors.

Sincerely,

Jackie
 

Fri 9 January 2009

To the relevant supervisor at TPG Internet,

I spoke with Eddy earlier in regards to an issue I have had with TPG Internet previously in regards to relocation.

During our conversation he was very helpful, polite and courteous and notified me of what I needed to do to follow up the relocation issue on Monday and in the week to come.

A great ambassador for your company!

Tristan
 

Fri 9 January 2009

To whom it may concern,

I would like to high praise Andy from your account service team for his excellent understanding of the issues that I raised with him on my call.

He was able to help me to detach a Slave (pop3) account from my main ADSL account and set it up for me as a stand alone IMAP account.

He was able to explain the procedure in full detail and then process the changeover for me while I was on the phone.

He also advised me to call Technical Service Help Desk 30 mins later to make sure that the Incoming & Outgoing mail servers were correctly configured for the account.

I much appreciate his calm and patient approach and work manner.

You have an excellent team member in Andy.

Many thanks!

Ronny
 

Fri 9 January 2009

Hi

I want to bring it your notice that I just had a very pleasant experience with your staff member Arlene who assisted me with my query in utmost professionalism and courtesy.

Thanks Arlene for your help.

Regards,

Atu
 

Fri 9 January 2009

Dear Sir/Madam,

Happy New Year! Just a quick email regarding one of your staff, Joseph. He provided me fantastic service and went beyond my expectations. I recently changed my plan and he mentioned that it could take a few days to be put in place. When I mentioned that I was almost at the end of my download limit he put me on hold and came back and said that the new plan was now in plan. He obviously listened to what I was saying and made a smart decision to keep a customer happy.

What great service! It’s certainly not something that I come across everyday. In fact since I started using TPG I have been more than impressed with the service from everyone. You guys are definitely doing something right down there.

Thanks again.

Regards,

Account Executive
 

Fri 9 January 2009

Hi,

I want to give a big thanks to Robbie for his great help last night in getting my connection working. I had an issue with my Belkin F5D7633au4a router and his solution to set it up in bridge mode worked. I had called Belkin support and they were not at all helpful and although I know TPG do not support this router, Bobbie helped me to get connected.

You might be interested to know that after searching some user forums I found that Belkin have a firmware update (in fact they've had it since May 2008 - so I'm surprised that their phone support knew nothing about it) for this router for connecting to TPG. It can be found on the downloads part of the Belkin site.

I've now loaded the firmware and the router is working properly.

Regards,

Marty
 

Fri 9 January 2009

Good morning,

Just a quick email to say thanks to Chris on the helpdesk. I have been struggling for hours trying to get my new broadband service working and in desperation called the helpdesk for the 3rd time.

Chris was very helpful and patient and spent a lot of time exploring all reasons why I was having problems browsing the net. He stayed on the line and waited for my slow PC to finish different functions and made sure we fixed my problem.

Many thanks for ending my frustration. I am now looking forward to many hours of quick net browsing with TPG (I have previously only had dial up).

Regards,

Darren
 

Thurs 8 January 2009

Good morning,

I have just spoken with Leonard in Customer Service to request assistance regarding our account usage (ADSL 2+ Medium). Due to the Christmas and School holidays we have been using the internet more than usual, and have exceeded both our peak and off-peak download allocation resulting in our download speed being throttled. I rang to see if there was any way to restore our peak speed until the end of our billing cycle in 5 days' time.

Leonard offered me two suggestions. I did not want to change to the Heavy plan, so opted for his second suggestion - to reset our billing period to commence from today's date.

I was very happy with the way Leonard handled my inquiry, and of course with the most satisfactory outcome.

Regards,

Ivana
 

Thurs 8 January 2009

Hi,

Thanks again for your assistance. It was greatly appreciated. I just tried to log on to my account and it worked.

It's wonderful that you could get it done so quickly. Your prompt and professional attendance to customer inquiry, such as mine, is what will ensure customers' loyalty and satisfaction towards TPG. Keep up the good work.

Thanks again for your help.

Cheers,
Satya
 

Thurs 8 January 2009

Hi,

In regards to the customer service by Bonny:
It was fantastic and the way she has helped me understand the process makes it look really simple.
Good to know that we are going to be with people who are really nice and helpful.

Thanks,
Chiny
 

Thurs 8 January 2009

Just a quick note to Eddy's Supervisor,

I just wanted to comment on Eddy's performance when dealing with my case on the phone.

Eddy was very clear and polite and made sure I understood my situation with the account, I would highly recommend your company as a result of Eddy's Customer service. I would also like to thank him for resolving my issue promptly and without any need for follow up.

Make sure you keep people like Eddy working for you for a long time and I am sure your business will grow to be the biggest and best in Australia.

Adel
 

Thurs 8 January 2009

To whom this may concern,

I would like to express my appreciation to one of your customer service officers, Joseph, for his prompt service to my inquiry regarding the upgrade of my ADSL account. He was thorough and has very good product knowledge. He was able to give me the service I need very quickly and efficiently.

Well done Joseph.

Sincerely yours,
Patrick
 

Wed 7 January 2009

Hello Jemma,

Thanks for helping me with my inquiry about the transposition of my ADSL service this morning.
I found your advice very helpful and professional.
Thanks to you and TPG for your dependable service and support.

Best regards,
Ross
 

Wed 7 January 2009

Hi Eddy,

Thank you for your assistance to me today.
You carefully listened to my requirements and then explained my options to me.
Based on the information you provided I was able to choose the required plan and you then explained fully how to proceed.

It was a pleasure to speak with you.

Regards,
Geoff
 

Wed 7 January 2009

Dear Mr./Ms.,

My name is Don and I have been a customer of TPG for 2 years. I am writing this email to thank you for the assistance I got from your employee, Bonny. She instructed me very carefully when I asked her about the process of changing the ownership of my account to my friend. She did a great job to help me finish the process. I would like to send special thanks to her and let you know that you have a very good employee :)

Kind Regards,
Don
 

Wed 7 January 2009

Dear Mr./Ms.,

My name is Don and I have been a customer of TPG for 2 years. I am writing this email to thank you for the assistance I got from your employee, Bonny. She instructed me very carefully when I asked her about the process of changing the ownership of my account to my friend. She did a great job to help me finish the process. I would like to send special thanks to her and let you know that you have a very good employee :)

Kind Regards,
Don
 

Wed 7 January 2009

Hi Roberta,

I don't have difficulty with giving the correct information/account details for TPG to assist me with my query. After, I was back on track with the right information – the assistance that you gave was very good.
I really liked the email with the details that I received – it was just to me and had all the details that I needed.
I found you very easy to understand.
Thank you for your assistance today!

Regards,
Lorel
 

Wed 7 January 2009

Hi,

Thank you, one of your staff explained the meaning of the lights on the modem, I didn't know this, and with the result we went and got a new phone connection socket and put that in the wall and ever since the internet has been excellent and so, so fast. I have only ever had the modem connected to this phone socket and by a very short cord as it is very close, I don't have a fax or Foxtel or a phone there with a filter, but I think the problem is fixed now, one of TPG phone staff told me how to check the wall socket by taking the modem to another phone socket to see if the ADSL light would then stay solid and it did, so thank you for all your help, life is a learning process, that’s for sure, and I take notes each time just in case I forget.

Regards,
Liz
 

Wed 7 January 2009

Hi,

I am a TPG customer and I needed assistance recently, and was very pleased with the help that the gentleman gave me, he was easy to understand and made me feel confident that my query was going to be solved, and I was back online within 30 minutes of making my phone call.

Thank you very much!
David
 

Wed 7 January 2009

To Whom It May Concern:

I would like to say thank you to Emily for the way she handled my call concerning a change of plan on my account. She explained what happens with the account change and why it wasn't yet done. She then assisted by speaking with the appropriate people in an attempt to get my change put in place as soon as possible. Thank you Emily, your assistance was greatly appreciated.

Regards,
Jarod
 

Tue 6 January 2009

Hi,

Thank you for your response, I reset the modem and ended up in big trouble, but upon ringing TPG, after some time they sorted it out and I am now back on PPPoE and the difference in the speed is remarkable, I will attach the before and after screenshots for you to see.

I just want to say thank you to the help desk and telephone support people at TPG, I am not so young and therefore a bit slower and their patience is excellent, they never make me feel that it is a problem to help me.

Thank you all!!

Regards,
Patrick
 

Tue 6 January 2009

Hi Eddy,

Thank you very much for your help this morning.
You were very helpful, clear and concise.
You were able to help me very quickly, without any confusion.


Thank You!

Steven
 

Tue 6 January 2009

Hi,

Jen was able to answer all of my questions and was able to take care to send me the invoices for my account since September.
Truly, this representative is a diamond in your company which you guys must keep. Thank you.
Best regards,

Sally
 

Tue 6 January 2009

To whom it may concern,

I would like to commend TPG for their customer service as provided by your staff member Andrew. Andrew was most helpful and I would recommend your business readily!

Ken
 

Tue 6 January 2009

Dear Supervisor,

I would like to send my appreciation of the valuable help I was given by Angelo for my relocation of service. He was kind, explanatory and very, very helpful.

Thanking you,

Belen
 

Tue 6 January 2009

Hello,

Just a quick email to say thanks to Sandra in Tech support. I am a new customer to TPG and the way Sandra handled my technical problem was excellent. With this type of customer support I'll be a long time customer of TPG. Much thanks Sandra :)

Tyrell
 

Tue 6 January 2009

Dear Sir/Ma'am,

I would like to take this moment and comment on one of you customer service operators. I was over the moon with the service she provided. Very happy with the service doesn't come close. She handled her self very professionally and provided me with the answers I was looking for.
I was more then happy with the end result that provided me with.
Regards,
Jane
 

Mon 5 January 2009

Hello,

During the last call I made, I spoke to Monica. She was excellent.
Monica calmly explained the situation to me and was apologetic and empathetic to my situation despite me being impatient and probably quite rude.

Kind Regards,
Shane
 

Mon 5 January 2009

Hi Jen,

Thanks for your help today with my account. It was great to speak to someone who really knew what was going on and could deal with my questions so quickly.

Harold
 

Mon 5 January 2009

Hi,

I would like to thank Jemma for her assistance with my throttle notification. She was very polite and quickly determined the issue, as well as quickly giving me the option to update my account in order to resolve this problem. I have a positive view of TPG customer service based on her conduct.

Thanks and regards,
Andy
 

Mon 5 January 2009

Hi,

I was assisted by Glenda this morning in relation to a problem with my TPG internet account.

I was attempting to find out why my account had become inactive and Glenda found out that my credit card had expired and I had neglected to inform you of my new card.

She attended to my enquiry in a prompt and efficient manner and I was very pleased with the way she handled my enquiry.

Kind regards,
Garry
 

Mon 5 January 2009

To the help desk,

I take this opportunity to thank you for the service you offered to me during the process of upgrading my internet service from my previous package to Ultimate 1500K/25GB package.

You were very polite and helpful and guided me through every step of the process. I wish you and TPG all the best in the future.

I wish you and TPG the very best of success.

Yours Sincerely,
Dana
 

Mon 5 January 2009

Hi Eddy,

It was a pleasure talking to you today. Thanks for confirming that the full amount deducted from my credit card account is in the process of being refunded.

You, like most of the people that I have dealt with at TPG have been extremely professional and a pleasure to work with. It is a pity that I cannot be a TPG customer because of technology limitations (PAIR GAIN SYSTEMS) at my premises.

I wish you and TPG the very best of success.

Best Regards,
Bernice
 

Sun 4 January 2009

Hi,

The people from TPG are very polite and professional.

I am very happy with the service!

Regards,
Marie
 

Sat 3 January 2009

To the Internet Helpdesk Manager,

Recently I contacted your helpdesk to get some help reconfiguring my router, as I could not connect to the internet.

I was told by the customer service operator, Nadine, that I could provide feedback to this email address - and I am happy to say that my call was handled in a professional and helpful manner - Nadine was courteous and friendly, and above all knew how to handle my query without having to put me on hold or otherwise keep me on the phone waiting. Her instructions were clear and concise, her manner cheerful and positive.

I have worked in call centres myself, and I know that it can often be a thankless job (there are alot of rude impatient people in the world!). Please pass on my thanks to Nadine - I know that what I needed help with was not a complicated issue, but I have every confidence that had it been a more challenging problem, you would have handled it in an equally professional way. Well Done!

Regards,
Andrew
 

Sat 3 January 2009

Hi,

I just wanted to say a big thank you to Vanessa (Customer Service Supervisor) for the way she handled my case, the understanding and expertise she showed. She made me feel at ease in relaying both my situation and my brother's, and made it easy to resolve the situation (and helped to reach an amicable resolution also). She also tried keeping in contact with me frequently through phone and email (commendable since, if you ask her, I was rarely available during work hours) and I really hope she will get recognition for the difference she makes to customers (particularly this one :D)

Regards,
Rober
 

Sat 3 January 2009

Dear Sam,

I was very satisfied with the assistance you provided and very much appreciated you staying on the line to guide me through the process of changing my plan.
Hope you have a great day.

Regards,
Robin
 

Sat 3 January 2009

Dear Supervisor,

I had the pleasure of having Monica attend to my call today.
I appreciate how my questions were addressed immediately and with no fuss.
The information provided was very clear & helpful.  I was also introduction to the benefits of upgrading my service which I have just done.

Thank you.

David
 

Sat 3 January 2009

Dear Cynthia,

Thank you for the help the other day; thanks to you and to the gentleman (I do not remember his name) I was talking to in the morning of the 2nd of January. Both of you were very professional and knew exactly what to do to get me out of my problem.

Happy New Year!

Greg
 

Fri 2 January 2009

Hi,

Maggie was very helpful in arranging a new package/service for me on 31st December. Due to a number of circumstances, my package had exceeded the download limit and had been throttled to only 64kb, which was totally unsuitable to me as I work from home. Maggie was able to push through completion of the change of package urgently and then notified me once the new package was available as she promised she would.

I do appreciate Maggie's assistance on this, and I also appreciate Maggie keeping her promise to notify me...

Once again I am a satisfied customer of TPG Soul!

Warmest Regards,
Paul
 

Fri 2 January 2009



Hi,

Thank you.  That was quick!  Just wanted to comment regarding the excellent service I received from Erica in securing my new mobile phone plan. 

Erica was efficient, informative and answered all of my questions in a way that gave me confidence in making the final decision regarding the plan being offered.

Her product knowledge is extensive and she had a good eye for detail when retrieving salient information in order to process my order.

Thanks again for your excellent service thus far.

Kind regards,

Renee
 

Fri 2 January 2009



Hey Claire,

At all times I am always assisted at TPG with resolutions of any problems, today you assisted me efficiently an as always with all TPG staff you were very courteous, you had me back on the internet in 10 minutes, once again I thank you for your assistance which u did so promptly!

Thanks!

Robert
 

Fri 2 January 2009

All the people in TPG are great and are all fantastic!

Robert
 

Fri 2 January 2009

Hello,

Just want to mention that I appreciate Christian’s efforts to fix the speed of my connection. He asked the right questions from the start and identified that I had a phone interfering with the internet. In a matter of minutes, Christian had everything working and I really want to thank him for that!

Frederick
 

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