Monday, 06 July 2020 07:49

Boost says to get new digital stack over the next 12 months

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Boost says to get new digital stack over the next 12 months Courtesy Boost

Mobile virtual network operator Boost Mobile says Telstra, whose mobile services it resells, is working on a major shift in implementation of a new digital stack over the next 12 months for Boost.

The company was responding to an iTWire article that commented on an apparent service issue at the MVNO which led to it being impossible to buy a SIM and also led to messages indicating a service had expired when it had been renewed a few weeks earlier.

Boost Mobile general manager Jason Haynes said the new technology would improve the company's ability to service individual customers better.

"While we would all love to have this now, it's an extremely large project for Telstra as a part of their T22 strategy from which Boost Mobile and its customers will benefit from when completed," he said.

With regard to the issues raised, Haynes said the error message that had been encountered — directing one to the nearest Telstra shop — had been removed and replaced with: "Sorry we are unable to process your order at this time. Please try again later."

"While this message is still not ideal we wanted to ensure no other customer had a similar experience of unnecessarily being directed into store especially at this time," he said. "We will work towards the better long-term solution in fixing the actual reason for the error message in the first place."

He said the issue of a contact number not being easily visible on the Boost site was being worked through.

"It currently sits in our HELP section, we will look to elevate this section so it is easier to find," he said. However, he added, given the COVID-19 situation, the company had limited resources within call centres.

"We want to be make sure we are providing the fastest possible customer service, so we are looking at highlighting our other alternate options like LiveChat and potentially an email direct to Boost Mobile so we can work with Telstra to address the issue promptly until the call centres are back at full speed," Haynes added.

"We do not wish any of our customers to ever have a negative experience. While COVID-19 has put additional pressure on the call centres and has forced some significant change to be implemented in the short term, the experience you went through is unacceptable and I thank you for highlighting the issue so we can work towards solutions."


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Sam Varghese

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Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.

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