Telstra Store

Having had issues with my iPhone and it’s inability to use data without being connected I made an appointment with Port Melbourne. My first appointment they were nothing short of useless starting with the young concierge with her iPad followed by the tech guy who said all you need is a new sim and it’ll work, couldn’t tell me why it would work just that it would. But because my phone is linked to company and the two year approval of me representing myself had expired on their records, I had to have my husband who was out of the state, put in a formal request. Had no idea the authority expires in the first place. Moving onto my walk in, completely different experience. Explained my problem to Viqram, who was professional, polite and went through all the protocols to find the problem, apparently this could have been done without my being on the “official contact list”. He was stumped and called in a Telstra tech, enter Joey, another star who had enough nouse to register the fact I had a VPM installed, which promoted my question, could that be the problem. He spent 10 mins trying to help me. Conclusion my iPhone’s tech will only use data when using Nord vpm when connected to wifi due to the software on my iPhone not being up to it.
I meant to write this review earlier but life got in the way. Bottom line these guys were a great help and knew their stuff, unlike their colleagues who quite frankly were out of their depth, and dismissive. As an older person never again will I put up with being shunted out, ignored for 15 minutes, when I’ve made an appointment and will insist I get a logical answer and they at least try to solve the problem.
Managements fault, as their inadequate staff starts with them. You need to clone Viqram and his tech Joey. Thankyou both very much!

Everyone wants to bag Telstra (justified at times). Yet I must say I've had no problems with the f2f experience at this store. Staff are well versed in the product range and do a great job in navigating the pretty clunky IT they use. I've had three separate dealings with the team at Port Melbourne the last six weeks.new 5G for the cricket club, and two new phones for business. The in-store experience was seamless.far better than the woeful online offering by Telstra corporate.shop local!

Excellent customer service, very knowledgeable staff. Best to book an appointment with staff before walking into the store. Parking can be an issue, so it’s best to walk to the shop. They also have a selection of phone accessories and free Tim tams, which win me over every time. Telstra aren’t the cheapest option but Port Melbourne phone reception is atrocious so your choices are limited.

Store person Sean D861299, pure arrogance. Came in before 5pm to pre order only to be said that they are closing soon. Website says 5: 30pm and I have half an hour to go. Very poor customer's service and I feel being discrimanted. Pay a premuim price for the plan but you dont get good customer's service.

Was suppose to enquire inside but this rude lady employee was kicking rubbish from inside the store and a passerby told her off “might as well pick it up since its already in your shop”
She rudely shouts “not my rubbish! You pick it up! ” and still shouting even tho the passerby has already walked away.
I decided, better to not go in there with an employee with that attitude.

Once plan had been changed as requested. Salesperson went back of store and tried to sell me a speaker and EarPods. I said no thanks. He then told me how good the Earpods were and they had a great deal on. He cld give them to me for $20. I bought them. Next time I look at my Telstra acct. I see 50,000 points have been deducted for the EarPods. At no time were points mentioned. They were deducted without my knowledge. Sent an email to the store a few weeks ago asking why the points were deducted. No response. Clearly, salespeople get some reward as another family had a similar issue.

Can you guys please give me back asap, I am having problems with my service. I have emailed several times and left a few messages on your voicemail.

Telstra has genuinely terrible service. Have been trying to transfer a number from my brother to myself for months. After being told multiple times my brother does not need to be present for this to happen (they can just call and confirm). I went early the next day and was the told he has to be present. My brother and I have wasted so much time on this. Only go with Telstra if you want to pay a premium to be highly inconvenienced.

Excellent welcome! People are smiling and very nice. Attila knows how to take care of us, and frankly he is at the TOP

Store manager requires higher training in the customer service sector, tried to charge $60 to ‘assist’ with transferring over data from old phone to new. Felt very uncomfortable, disrespected and very much discriminated against.

Worst service - the shop assistant stuffed up my order for two new phones so the system locked us out of upgrading for three days. He didn’t take responsibility for his error and wouldn’t call technicians to try to fix it. Great Christmas present - NOT!

After having my authority on my mum's account expired (but had not been informed of this) I went to the Telstra shop with power of attorney in hand. New staff member was very friendly but needed guidance by her manager Joena. She was the opposite, unfriendly, scrutinising everything like I was a criminal. I have been going to that Telstea shop for nearly 20 years. My details were completely incorrect on their system related to my mum to the point that she made me get my marriage certificate even though my details were correct in their other records. A horrid end to what had been a good day. Some empathy would go a long way Joena. My mum is in a nursing home and cannot present herself to your store

I highly recommend this Telstra store. Thankyou to all the cheerful staff while I was there.

Amazing customer service by Kevin who squeezed me in at the last minute. He went above and beyond. Would recommend

This store desperately needs more staff. I had to wait for 25 minutes to be served. Although was served by Phil who was fantastic. Would have rated the experience 1 star without his friendly service. Additionally, I also felt that the store manager (Jessica) was very cold. When you have 5+ customers lining up at the entrance and all other staff occupied, as a store manager, you should acknowledge this and help give the waiting customers a timeframe/ explanation, instead of just standing behind a desk.

When open (currently shut due to COVID19 restrictions) staff in this store provide very good technical support & are most helpful with the advice/assistance they give about the Telstra packages/services on offer.

The only downside is there can be a wait to receive attention. You used to be able to book an appointment but this seems to have gone by the wayside.

Also, staff used to acknowledge waiting customers & approximate the waiting time (& offer a voucher for a complimentary coffee at a nearby shop). This hasn't happened that the past two times I have had cause the seek assistance from the staff at this store (but then there has been a few changes in the personnel over the past 12-18 months).

Have always had brilliant service here, today was even a further step up. I’ve been helping a friend who lives with a disability and he now asks me to go to my local store anytime he needs Telstra help. They are sooo helpful. Phil helped today and could not have done anything better. He asked for help from a colleague/more senior staff member when my issue was more than a quick fix. Phil realised what had to be done and it’s not a normal service- I’d normally have to do it online- online was not working so Phil sorted it out for me. 100/100 champion!

Just wanted to say thank you to Matt for his professionalism, honesty and excellent follow up during the process of organizing 2 new phones. Thanks again Matt. I will be back to see you again.

Hi everyone.
Have had thr best dealings with all staff at Telstra Port Melbourne. Initially at the beginning of Covid-19 lockdown we weren't able to source essential tech to keep the business going remotely. We tried Telstra itself via online and two other Telstra franchises to no avail. I'd had a good experience years ago at Telstra Port Melbourne updating a tablet and a mobile phone to new contracts. I reached out to them this time and they didn't disappoint. Invaluable advice and technical support. We went with re-routing all remote work via mobile wireless modems. As a result, business carried on without a hitch.
Yesterday our NBN modem package arrived. With delays the norm currently with connections, Telstra Port Melbourne was proactive getting us connected asap. Communication was and is exemplary. Their technical support is gold standard.
I cannot on behalf of CerniConnolly Insurance recommend Telstra Port Melbourne enough. Thankyou Ashleigh and Josie and all staff.

Updating this review: every time I come/call these guys are so great. Thanks! Friendly, helpful and knowledgeable staff. I'll never phone a call centre again!