Yes Optus Prahran

A good friend and I went to Optus today re-adjust his original plan which was out of contract he got an amazing deal with a cheaper plan and a more up-to-date Samsung phone with all the extras or trimmings with his new plan we found that the staff were Very friendly and polite staff and very knowledgeable very good team at Optus Prahran well done guys and girls regards Mark Wilden

Thanks OPTUS PRAHRAN. Luis provided all required help to resolve my log pending issue within 15 min. Luis certainly deserves 5 STARS for his excellent customer service.

Zero transparency in billing items. Optus have been charging me for 21 months for accessories I was told I was receiving for free. The item on my bill looked like a charge for internet and phone bundle. I only queried this when I cancelled my Optus internet and the charge remained. I was told it’s my fault for only querying the charge now. Terrible terrible customer service. Just go straight to Telstra!

The short rotund woman with clumpy mascara that asked if she could help me today was possibly the worst customer service I have experienced since arriving in Australia 2 and a half years ago.

She was not proactive in understanding my needs. Although I did not have the identification I required to access my account, she was reluctant to talk about possible options for a new plan, buying phones, home internet options, shared plans and TV options.

I had to probe to get the answers I needed as she rolled her eyes and yawned through her mask. If I go back I won't talk to her.

On the other hand, her colleagues who were speaking to other customers at the time were far more upbeat and positive.

I didn't feel like a customer today. I felt like like a waste of space that was wasting her time (although there was no one else waiting).

I advise avoiding this particular member of staff if you are looking for good service and a positive experience today.

For that reason, today you are getting one star.

Jak is an amazing staff, If you ever need to get a new phone or plan, go to see him. He is very nice, friendly, patient and knowledgeable. The best phone service experience I've ever had.

Holly is awesome! Helped me with my phone plan amazingly and got me the cheapest deal, didn’t talk down to me at all and explained everything really well, she’s a bloody legend

They just ripped me off. I called them and mentioned that the screen protection glass is broken when it was getting applied on the newly purchased iphone from the same store and they agreed to replace the same for free. The same agreement was confirmed by their store manager as well. But when I reached the store they simply changed their statement and asked me to pay for it. After lot of argument they took 50% of the price and again fixed a faulty screen protector. There are lots of bubble after they fixed it on my phone and after that they were unable to finish it. Very disgusting store and they fail to maintain their statement. Never listen to their words as they will rip you off in no time.

Excellent, prompt service!
The manager, Bluey, really knew his stuff, gave us exactly what we sought. No pressure to buy either. Going back! Thank you.

Absolutely perfect service. Best optus team I've met in ages. Allowing me to get a product with near closing the store, great information, quick turnaround. Service with a smile. Highly recommended.

Such a helpful team! Always getting the best service and such friendly staff! Highly recommend going into the prahran store!

Terrible service, they are not clear with bundles and products they sell, so that, at the end of the day, you got hidden or unexpected costs.
When you get there to clarify the situation, they just wash their hands with a terrible service and don’t give any solution.

Gave me good service- mobile internet connection in 2018.
Some years later 2020. Optus in Chapel St. Suggested 5G for me and, yes, it works and I’m happy.

IT'S THE TOWER! Terrible customer service. Emily (not Akshay) should be the Manager of that Prahran shop. Otherwise, the initial experience of dealing with the Prahran shop over the past 2 days has been shocking. They give out the wrong information and have disdain for customers! Technical support in the Philippines is not much better. So what's my story? I rocked up on Thurs 1 Oct at 2.45pm.at the Prahran office. There were two guys in the shop. David (in his 20s; blond hair) would not talk to me; kept saying to ring the number on the door! All he had to do was open the door and just speak to me. Instead I was forced to speak through the glass door. I had a copy of my contract and wrote on a piece of paper that I was having connectivity issues with home / office internet. David said "come back at 5.30 pm". He bothered to look up my details on the system and then said come back at 3.30 pm. 15 minutes later he rang me and said that the Prahran office was only a retail outlet and the best he could do was switch towers. At no point did he mention that I might have a faulty Sim card. He gave me a number to ring Optus Technical support. I rang them when I got home and waited for 45 minutes before I actually spoke to someone. The guy in the Philippines (Louey) took my call and then said he would escalate my issue to the Case Manager. I would get a call within 24 hours. Again, no mention that my issue might be a faulty Sim card. He just said that it might be an issue with the Tower. The second technical support guy rang me 2 hours later on Thursday. He ran a supposed "diagnostic" check and blah, blah, blah rubbish.he said it was most likely a problem with the Tower. However, he did mention that it was not possible for David at the Prahran shop to switch towers for me! AGAIN, this second Optus technical guy (John) did not mention the notion of a faulty Sim card! And this is Optus Technical support! John also said that I would get another follow up phone call within 24 hours! That did not happen. Ridiculous. Is anyone in management reviewing how they manage complaints? Should it take three different people, three different phone calls+ to sort out a basic problem? Finally, after major technical issues with my computer's connectivity, I rang the Prahran office again on Friday (the next day) at 1.15pm. Well! The person who served me was Emily. She was outstanding. Finally, I am dealing with someone who is intelligent. Emily ascertained immediately that with 4G, that my connectivity issues would not likely be due to the TOWER but most likely a problem with a faulty Sim card or even a faulty modem. Oh, don't bother trying to lodge an official online complaint via Optus.does not work!

Dreadful service. Applied items to our account without permission. Charged us for it. Ignored when we addressed it. Claimed it will be sorted, yet bills kept coming for a broadband package we never had. Being harassed for 6 months. I've never seen the levels of incompetence displayed at this company. This package was applied at this branch. We came in to discuss the nbn packages. Bare in mind it wasn't even available in our area for an estimated 3 months. So we've been charged for something that wasn't even connected in our area. We said to the staff that we wouldn't want the package as we wanted to think about it. Still applied it anyway. This is entrapment. Do yourself a favor. Go to Vodafone or anyone else. Complete and utter disgrace.

Service was fantastic, as well as staff being well knowledged about plans and phones and the manager was quite busy to interact with me which was fine. Overall was a grand experience but there is always room for improvement guys!

Just a week ago, I thought my iphone was wiped out. I'm not tech savvy at all, I'm the older generation which used dial-up phones, to make going out clubbing decisions! Anyway, a young guy (sorry, didn't have a name tag), approached me. I was hysterical! I thought I have erased all my contents of my phone while I was trying to back it up on icloud for the first time ever. I had really important messages and last photos of my mum after she just passed away! But.when I explained to him mu predicament.he had a look at my phone and fixed it all! I haven't slept for 3 days leading up to the visit to the store.that night I slept like a baby! Thanks to this store i had my memories kept safe. Today I'm going in with my iPad to fill it up with recharge. And if i still have an excellent service i will recommend them to anyone and everyone who will listen. Thank You boys!
Kind regards, Kristina. ;-)

If you like prompt and helpful service go to Optus unlike Telstra 3 months on and I am still waiting! Keep it up Optus

I’m doctor and Optus illegally increased payments without my consent or agreement during the pandemic.
Optus lies publicly that they will support doctors - it’s lie, they are taking advantage of us that we are busy and charge us much more

I was quite disappointed with the lack of customer focus with a young female staff member on Saturday morning. Two of the staff were busy with customers at the time, a third young lady had her back to everyone doing some something near the filing cabinet. It was disappointing to say the least to watch as she completely ignored the female staff member (who was with a customer) alerting her to the fact that there were 'customers' waiting! It was only after the third reminder did she decide to turn around and walk over to assist us.

Spent 2 hours on the phone organising a new wireless broadband SIM card and was told once received to go to a store and purchase a modem for $39.
Sounds simple right?
Well I get to this store, simply ask for that modem I was told to purchase and was told by the sales person there that SIM card was for a “dongle stick” only. Not a home wireless modem. In shock I ask over and over, “are you sure”? As I specifically ordered the sim for a home wireless modem.
He responds I’m positive.
So, I leave the store, call Optus sales back where they inform me. My sim IS for a home wireless modem and I can purchase one from Kmart or Big W for about $30!
UNBELIEVABLE!
NO Product knowledge whatsoever and absolute time wasters.