Telstra Turbo 21 series USB modem is a Lemon , Don’t buy  or tricked by Telstra’s claims.

3 months of pain and disappointment. We all know Telstra is in shambles, regular readers will remember Webtron called for Sol Trujillo former CEO to do the honorable thing and fall on his sword in December 2008, two months before the  official announcement.

I have been running a Telstra 3G mobile 7 series wireless for around a year and it has proven overall a good investment with good service levels. I continue to run this device along with a 3 USB wireless internet.

About 3 months ago the all new top of the range Sierra 21 series mobile UBS’s were released to much fanfare. I purchased one of these devices for $499 plus subscribed to a $119 a month download package. What a disaster this has turned out to be. The device has never worked as advertised. The main problem being it cannot continuously hold bandwidth, ie: a basic Skype audio call constantly drops out. It also gets so hot you would burn your hand if you held the device after half an hours use.

And to make matters worse Telstra and Sierra have no idea what is going on other than try and put responsibility back on the customer, even when it is obvious the Sierra 21 is a lemon. The evidence is undeniable. Anyone who has had a similar experience being constantly fobbed off by either of these companies has my up-most sympathy. They are hopeless to deal with and until they make right with there lofty claims should be avoided at all costs. And this is coming from a Telstra company shareholder!

Here's list of the a list of the cacophony of cock-up’s from Telstra and Sierra Wireless.

“ If you don't 30 days to return your (lemon) series 21 top of the range wireless card you can't return it”. (even if you log difficulties in the first 30 days)

“ Billing issue credit “ (you have to call them”

Ever notice your Telstra business invoice contact number is for residential? Meaning every time you call it you get put through to someone in residential making you feel like an idiot for ringing the wrong number? How much time does this waste everybody, it's ridiculous.

“Supervisors not here ” They have been unable to take our calls , either the staff are unwilling to connect you or they are never in the office.

Average fault connect take around 4-5 different people who can never help as they are almost always the wrong person. Yet you still need to go through the whole security process. Wouldn't it be easier and be more efficient not to pass the hot potato over to the wrong department in the first place?

“ You are the only person experiencing these issues”. (Sierra admitted tonight this is untrue on the new 21 series)

Sierra do not properly test faulty Telstra series 21 devices returned. Instead the return to the customer even after being coached into what the specific problems are before hand.

All in all it's a sad state of affairs at Telstra and Sierra. Buy there products full well knowing you may be buying a lemon. And good luck if you try to have the problem fixed nobody wants to know.

My advice is save the $499 to buy and $119 a month and look for an alternative mobile wireless product until Telstra deliver what they promise.

Please feel free to comment on your Telstra experiences?

******Update 2 weeks later******

Ok WoW, I am surprised by how many hits this blog post is getting. But I guess that is people power and new media for you. Perhaps Telstra chose the wrong business customer to piss off!

Ok alot of emails asking what has happened with my Telstra Turbo 21 Series lemon?

The first week was more frustration. Sierra Wireless are very customer service unfriendly. I would rate them poorly. It appears the right hand does not know what the left is doing. Two examples to illustrate this.

1, A "manager" acknowledged the problems and the fact my business had no internet and was using the rival and less costly 3 wireless stick, which by the way was out performing my 21 series lemon. After 3 months of non performance a  replacement was agreed to- but incredibly because it was 3pm there was no way for the 'manager' to put my replacement stick in the mail that day. I explained my dire need and the cacophony of cock ups I had experienced  over 3 months but he demonstrated not the slightest hint of urgency.

Infact he told me "No way to post this today, not possible".

Really I questioned. "Do you know an Australia Post is open for another 2 hours?"

The 'manager' said 'Doesn't mean anything to me".   really?

I told him we could fill the first page search of Google every-time someone searched his product with negative comments, like the one that was already ranking. The 'manager' didn't seem to care.

2, Insult to injury

The manager was true to his word he never went the extra mile. Two days later the replacement Telstra Turbo 21 series stick arrived.  Only the 'manager' over promised and under-delivered. A Telstra 7 series turned up......the wrong replacement device. Hmmm, either this was an admission the 21 series was a complete lemon or was it just another mistake in the long line of cock ups? I called Sierra Wireless and they admitted it was infact another cock up.

2a) Telstra business manager called and apologised, then provided a reasonable billing outcome

2b) Sirerra Wireless higher manager called to apologise and seemed to understand the impact of the cock ups on business customers.

3, Finally another few days later the replacement 21 series turns up. Does it work as advertised ?????

The good news it can now hold a Skype audio only call. Great.

But does it do as advertised being the flagship model. Well rather than me pass judgment at this stage let me share a test on the 21 series and the 7 series side by side one after the other and let you decide for your self.

The 'super' Telstra Turbo 21 series test courtesy of  www.speedtest.net 18/06/09 8.28pm


Less expensive Telstra Turbo 7 series test courtesy of  www.speeedtest.net 18/06/09 8.32pm



Verdict: don't believe what you are told, and if you are considering a 21 series as the superior product ........think again.

If someone from Telstra or Sierra Wireless would like the right of reply please feel free to post a comment.