When you reach out to your cable provider, the last thing you anticipate is a condescending reply, yet that’s precisely what unfolded for one Australian mother. Michelle Thompson, a news manager and busy mom, took to Twitter to voice her frustration about her internet and cable service, which were both down. With her son eager to catch his favorite show, she sought clarity on when her services would be restored.
Unexpectedly, she received a response from Telstra’s social media manager, who suggested that she take her child outside. Really? Thompson wasted no time in expressing her disbelief, reminding the representative that she had already spent the day with her son and simply needed a moment of peace. It’s astounding that she managed to reply with more grace than many of us might muster in a similar situation.
The exchange didn’t go unnoticed, and others quickly chimed in, deeming the social media manager’s comments inappropriate and rude. Eventually, the representative clarified that she didn’t mean to offend, citing her own experience as a working mom. She then asked for Thompson’s zip code to gather more information regarding the service outage.
A Telstra spokesperson later commented that the remarks were “inappropriate” and that the employee would undergo additional training. It seems that a lesson in customer service is in order—helping customers should take precedence over unsolicited parenting critiques.
In this case, Thompson wasn’t looking for a lecture on screen time; she merely wanted her cable and internet to function. It’s frustrating when you’re trying to enjoy a bit of quiet time with your child, only to find your service interrupted.
Ultimately, it’s not anyone’s business how much screen time another parent allows their child. We pay for our cable and internet services, and we expect them to work reliably. If the social media manager wants to offer parenting advice, they might consider a role that aligns better with that goal, such as contributing to resources on parenting.
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In summary, Michelle Thompson’s encounter with Telstra serves as a reminder that customer service should prioritize assistance over judgment. After all, when we pay for services, we expect them to work without interference—especially when it comes to enjoying some much-needed downtime.
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