Telstra’s Epic Fail Publicly Shames Mum

With witty social media managers being all the rage right now, Telstra has missed the mark as they’ve taken to Twitter and publicly shamed a mum.

When a customer was disgruntled with the questionable lack of internet service, she did as many customers do who are looking to get a response form the national company; she took to twitter to air her grievance and incite action from the telco.

Michelle Stephenson, national newsroom manager at Nova and SmoothFM, last night tweeted Telstra about her Foxtel and broadband being down.

“.@Telstra my @Foxtel and #broadband are down and it says estimated time fixed is 2 days. I have a child who wants #TV though,” she wrote.

Their response:

Heya Michelle, I can appreciate that, I usually show my kid the outside world when there is no internet, it’s tricky.. -Renee

Awkies! Many twitter users weighed in calling out Telstra’s questionable advice and poor excuse for service.

A Telstra spokesperson told news.com.au, “The interaction with Ms Stephenson was an attempt by our team member to empathise with her whilst trying to assist with her enquiry. Clearly, this was an inappropriate way to handle her question.

“We apologise for this and we will continue to provide coaching to our 24×7 team in Adelaide on how they interact with our customers, who are our number one priority. For the most part, our 24×7 team in Adelaide do a great job in handling thousands of customer enquiries each day.”