I walked into my local Telstra Shop in Glendale NSW expecting an easy straightforward service. I had an application for taking over an existing mobile number. A staff members told me that my application could not be processed at the shop, that it had to be emailed/faxed to and processed at Telstra's HQ in Melbourne. I believed his advice was incorrect because I followed an advice of my IT colleague who provided me with the application and relevant authority, and who has been dealing with exactly same cases often enough. I did not succeed at Glendale; the staff member simply did not show any interest in my case and dismissed my request. I went home very frustrated and called my colleague for further advice. The next 3+ hours I spent by travelling to and from, by waiting and being served at Telstra Shop in Charlestown. I can report that my colleague was correct and that the Telstra staff member at Glendale Shop was wrong. By the time I returned home I wasted about 5 hours plus travel expenses on something that should have taken me less than 45 minutes at the local Telstra Shop. The remedy is not difficult to come up with, is it?
