- Joined
- Nov 12, 2012
- Posts
- 27,659
- Qantas
- Platinum
- Virgin
- Platinum
- Star Alliance
- Silver
I was just doing an initial load onto my Qantas Cash card (there's 500 points in it, after all) and I phoned for some advice as the Step 3 Finalise Load tab was not opening.
Arrr@$$**gh!!! Possibly one of the longest menus to get through to a human. I lost count, but maybe 5 different menus in all, with up to 7 choices each. Even though you phone the usual Qantas 13 number, after selecting Qantas Cash you clearly are transferred across to a different phone system, designed by someone with a passionate hatred for customers.
Along the way, enter card #, expiry, my birth date (and this is after entering QFF number first up).
Finally get to select a human. Robot answers, telling me unwanted info like my balance etc.
Person finally answers. I always start a phone conversation with my name and reason for the call. The guys then asks for my name - because he's reading from a script, not listening to me. I protest 1) I just said my name and 2) I've had to enter virtually my life story to get this far, so surely he can see my name on his screen?
The guy keeps polite, keeps to his script. "Can I just get your name, please?" So I give him my name. Then he asks if I can answer some security questions.
At this point I'm fed up. I point out that I have been identified as much as necessary and my query is generic, not about my account. He relents.
I'm loading cash onto the card on the Q Cash wen site. I've done the BPAY transfer and that went fine. I know it'll take a couple of days to hit the Qantas Card. My question was - on the Cash web site, I'm in step 2 where it tells you how to load via BPAY. I've done that, via my bank site and it went fine, and will take a couple of days for the transfer. But there is a step 3 there on the Cash web site I'm in : "Finalise Load". Its on a tab with an active web link, but clicking on it does nothing and there's nothing on the Step 2 page that tells you what happens next. So I'm asking what's supposed to happen?
He doesn't know, so goes away and asks. Comes back with the breathtaking information that I need to go into my bank to do the BPAY transfer. And also Qantas Cash has 'issues' with IE7 and IE10. So I repeat myself .... done the BPAY thing, but want to progress to 'Finalise load', but its not opening and no other info on the present Cash page to tell me what happens next.
So he has a look - tells me that it would just say that the transaction is complete. Doesn't know why it won't display for me, but not to worry. Try another browser.
So - my conclusions:
* Qantas Cash management have done a brilliant job in deterring anyone from phoning for help
* They've also done a brilliant job in ensuring that I won't be using Qantas cash beyond this initial load to get a few points
* Qantas IT have issues writing script for the world's most popular browser (I know there aren't a lot of fans of IE, but it IS pretty widely used). Main QF web site says it is incompatible with IE11 - and I get all the viewing 'ticks' there. But the Qantas Cash geniuses decided that IE7 and 10 is also not going to work properly. After the call I remembered to hit the 'compatibility view' thing in the address bar. But I think by that time I have been timed out as it kicks me back to the log in.
Venting over. That feels better
Arrr@$$**gh!!! Possibly one of the longest menus to get through to a human. I lost count, but maybe 5 different menus in all, with up to 7 choices each. Even though you phone the usual Qantas 13 number, after selecting Qantas Cash you clearly are transferred across to a different phone system, designed by someone with a passionate hatred for customers.
Along the way, enter card #, expiry, my birth date (and this is after entering QFF number first up).
Finally get to select a human. Robot answers, telling me unwanted info like my balance etc.
Person finally answers. I always start a phone conversation with my name and reason for the call. The guys then asks for my name - because he's reading from a script, not listening to me. I protest 1) I just said my name and 2) I've had to enter virtually my life story to get this far, so surely he can see my name on his screen?
The guy keeps polite, keeps to his script. "Can I just get your name, please?" So I give him my name. Then he asks if I can answer some security questions.
At this point I'm fed up. I point out that I have been identified as much as necessary and my query is generic, not about my account. He relents.
I'm loading cash onto the card on the Q Cash wen site. I've done the BPAY transfer and that went fine. I know it'll take a couple of days to hit the Qantas Card. My question was - on the Cash web site, I'm in step 2 where it tells you how to load via BPAY. I've done that, via my bank site and it went fine, and will take a couple of days for the transfer. But there is a step 3 there on the Cash web site I'm in : "Finalise Load". Its on a tab with an active web link, but clicking on it does nothing and there's nothing on the Step 2 page that tells you what happens next. So I'm asking what's supposed to happen?
He doesn't know, so goes away and asks. Comes back with the breathtaking information that I need to go into my bank to do the BPAY transfer. And also Qantas Cash has 'issues' with IE7 and IE10. So I repeat myself .... done the BPAY thing, but want to progress to 'Finalise load', but its not opening and no other info on the present Cash page to tell me what happens next.
So he has a look - tells me that it would just say that the transaction is complete. Doesn't know why it won't display for me, but not to worry. Try another browser.
So - my conclusions:
* Qantas Cash management have done a brilliant job in deterring anyone from phoning for help
* They've also done a brilliant job in ensuring that I won't be using Qantas cash beyond this initial load to get a few points
* Qantas IT have issues writing script for the world's most popular browser (I know there aren't a lot of fans of IE, but it IS pretty widely used). Main QF web site says it is incompatible with IE11 - and I get all the viewing 'ticks' there. But the Qantas Cash geniuses decided that IE7 and 10 is also not going to work properly. After the call I remembered to hit the 'compatibility view' thing in the address bar. But I think by that time I have been timed out as it kicks me back to the log in.
Venting over. That feels better
