Tom Reynolds

As part of my work as the media manager for the Australian Rally Championship, host of Holden Racing Team TV and tech guest on ABC Sydney, I needed a mobile data solution. After asking about, I decided the Sierra 301 on a prepaid plan would be best as I would bill clients on work weekends and then when the key was not in use, I would not pay. Simple.

So I went to the Chadstone Telstra shop and bought it- with 6 gig as it was coming into F1 and Rally rounds back to back. There were concerns (noted below)- such as the paperwork I had to sign (dealer Kurt S: “That’s the form for all new accounts- pre and post paid”) and the fact that the prepaid software I was using did not show me usage and remaining usage. But it all worked just fine. Coverage wonderful, speeds ludicrous and it was frankly the perfect purchase.

The inability to see my data usage was annoying. The button that was suppose to show me said usage was not working (aka “greyed out”) and that worried me as I did not want to run out when streaming an event or sending out a presser etc. I reached out:

My first tweet for help!

Then I got a bill. That was weird after all, I had paid a lot for the product plus the extra 6 gig. A simple mistake surely?

So I rang Telstra, then  Tweeted some more and it’s never been sorted out. The bills were being zero balanced, but I wanted it fixed.

No action still

After some months waiting for the situation to be put right, I have now lost my rag with Telstra. I just got off the phone with a woman who I told “take ownership of this” after she, like many more before her, wanted to palm me off once again. She asked me my story again and wanted to send me off to pre paid data. Then she said “You need to go to the shop.”

Chadstone T-Store is 45 minutes away and I am not going anywhere to fix their mistake! How is getting me to fix their error an incentive for Telstra and Telstra staff to try? Without consequences for failure there can only be inaction.

I had already sent them an email as follows:

There was a fundamental error with the way this was provisioned from the start.

I bought a pre paid USB data service. I paid for 6 gig in advance. I received a bill out of the blue and was told that an error had been made by some and told that it was no an error by others. Here’s the issue – The software I have to run it (screenshot attached) is for prepaid services.

The interface for my USB 3G stick

• You can ONLY buy this product (Sierra 301) as a prepaid device. See: http://www.telstra.com.au/bigpond-internet/prepaid-wireless/get-started/index.htm There it is- I have attached back and front pics for you.
• I keep getting bills for post paid when I did not sign up for post paid.

When I bought it at the Chadstone Telstra shop the sales guy made me fill out a form. I noted: “This is for post paid” and he said “it’s the same form, we just need your details.” There was NO indication what data post paid plan I was on on my “contract” as I did not sign a contract. I am prepaid.

You had a deal at the time to get 6 gig prepaid at reduced rate  but it was something like $60 for 6 gig introductory. I paid $150 for the prepaid USB + $60. $210 or thereabouts.

The only reservation I had at the time was that he made me use a different SIM (I still have the old one) to the one that came with the stick.

It would appear that an honest error was made, or a deliberate deceit to make me go to post paid when I clearly asked for pre paid. I could not access (through the software) my current usage- to work out how much I had used/had left. This was not sorted to my satisfaction at all. The software does not show what I have used- the button for that is not functional/greyed out.

Scott from your dept is across this, but has been unable to sort it out.  He has zero balanced my account previously in recognition of this issue, but no long term fix has been found. I am not calling prepaid, post paid or anyone to sort this. It’s not my mistake.

What I want

• To be on prepaid as I requested originally and multiple times since.
• 6 gig provisioned onto the account with 90 days expiry as originally requested and as a show of goodwill.
• To get on with it.
• If this requires me to visit a store, get a new SIM or jump through more hoops I will do it. (note: I will not do that anymore- they have messed me around too much AND cut me off)

What I don’t want:

• Another bill
• Another bill reminder
• Another month to go by with no action from Telstra
• Any interruption to my service-(note: it has been cut off and I am off to Rally SA in two days) I am in Darwin this weekend for the V8s and we use the USB key to stream live coverage. If you cannot fix this with a flick of the switch, then we need to work out a time to do it as I work nearly every weekend streaming live coverage from motorsport events.
• Any fee associated with fixing your error.

Regards
Tom

Today the service was cut off. I am so over Telstra at the moment.

Here’s the Twitter Direct Message stream (bottom up!)

Check out how long it has taken.

This isn’t social media failure, its just failure.

I am going to talk about Telstra tonight on the ABC in the context of the NBN. Telstra are set to switch off their copper network and throw their lot in with the NBN roll out. Renai LeMay says this will “seal Telstra’s doom” as the deal will:

…transform the fundamental nature of Telstra’s business, changing it from an engineering company which primarily builds and operates telecommunications networks into a retail service provider focused on delivering the best customer service and value-add products in Australia’s telco sector.

As he points out- this is not what Telstra does.

In the end all Telstra will be able to do is offer bundles: NBN based products, Next G products and IPTV/Cable TV all rolled up into one exorbitant price. They will then need to back that with good customer service.

And based on my experience, their wireless broadband after sales service is not going to save them. Perhaps they are doomed‽

A reminder that the ThomasrDotOrg media training workshop is just a week away.

This is your last chance to join what will be the most useful off bike training you will do all year. While the workshop is in principle a media training event covering Radio, TV, Print and Web, we will also cover sponsorship, public behaviour and fan interaction and more. This workshop will complete you as a rider, team member or team principle.

We are pleased to announce two additional trainers who have joined the lineup:

Dieter Kahsnitz is a star of multi media. Owner of 50 Kaliber Films, by day he makes corporate videos, TV Commercials and the like. On weekends, at night and during his lunch hour he’s the host of “The C-Word” video podcast and award winning community TV show. He manages BSB racer Josh Brookes, hosts MotoGP events and knows how to make every media post a winner. Dieter will be conducting interviews with all attendees, who will then be provided with a DVD of the footage for any purpose.

Marscelle Tully has written more press releases than there have been races in the world. While that may not make sense, Marscelle talks sense. She will show you how to structure a press release if you’re going DIY. If you have a PR staff member/helper/trained monkey, Marscelle will take you through how you can make their life easier (ie tolerable) and how to make the most of the written word.

Already we have announced:

Tom Reynolds is the principal of ThomasrDotOrg Media Services and will lead the media workshop training day. Tom has worked in marketing, PR, advertising, web technology and the media for over ten years. He has worked for (or continues to ply his trade with): Australian Superbike Championship, Australian Rally Championship, Radio 3AW , Radio SEN, ABC Sydney, Holden Race Team, Grand Prix Corporation as well as hosting many events and media calls.

Jay Mueller. Radio MMM Melbourne Breakfast Senior Producer.
Long time producer of top rating breakfast show on 3AW, last year Jay made the jump to MMM to take the senior producer role on Eddie McGuire’s new brekky show “The Hot Breakfast“. Jay will be going through what he finds works on radio. He will explain how to prepare for your interview with people who know nothing about you or your sport. He will also address how to get yourself on radio and what producers (the gate keepers!) are looking for when they decide to put someone to air.

Facebook: http://www.facebook.com/?ref=home#/event.php?eid=254690579194&ref=mf
Map: http://bit.ly/aeqkZM

Total cost $135 includes digital copies of your portrait shoot plus a short HD video interview with **you**.
Bookings essential and numbers will be limited email: training AT thomasr.org to secure your spot!

I’m really pleased to announce that from this Thursday the 18th February at 8:20pm I will be on ABC 702 (NSW) with Mr Robbie Buck discussing trends in tech, web and related.

This is set to be a weekly segment, but naturally they want to see how it goes before locking in a more permanent spot.

I’m very pleased with this new gig as it represents a small, but important shift in my career- from motoring to technology. Tech is one of my passions, but it’s broadcasting that is my abiding passion.

This segment has come about thanks to @Stilgherrian who lined me up an initial spot a week or so ago to simply have a chat with Robbie about Social Media.

It would appear that first quasi segment went rather well.

Prior to the start of the 2010 motor racing season, ThomasrDotOrg is offering a media training workshop for interested riders, drivers, team members and principals.

This event presents all attendees with training in the following areas:

• Television presenting. How to professionally present your team, sport, sponsors and self. What to avoid (did someone say “wearing sunglasses?”)
• Radio interviews. Whether in studio or in person, you’ll learn how to hit your key points and make it appear you think on your feet like a seasoned pro.
• Press conferences. Pre or post race, it doesn’t matter. You’ll learn how to get your message across, how to prepare and how to react in this pressure filled environment. If you can get a reaction (preferably a laugh) out of a room of tired, jaded journos, you’ll soon be a star.
• Social media. Website, Facebook, Twitter, YouTube and beyond. How a professional racer can make the most of this exciting, but occasionally problematic environment. Watch out for the YouTube Video Of Embarassment For Life.

All attendees will also have the opportunity to have professional portrait photos taken of them in their team uniforms included in the price.

Team/vehicle photos by prior arrangement at additional cost.

Our media trainers are being announced as we get closer to the event (see bottom). All are currently working at the highest level in their chosen media stream, or at least in a field that they’ve found themselves stuck in.

Total cost $135 includes digital copies of your portrait shoot plus a short HD video interview with **you**.

Bookings essential and numbers will be limited email: training@thomasr.org to secure your spot!

Presenters (more to be announced in due course):

Tom Reynolds is the principal of ThomasrDotOrg Media Services and will lead the media workshop training day. Tom has worked in marketing, PR, advertising, web technology and the media for over ten years. He has worked for (or continues to ply his trade with): Australian Superbike Championship, Australian Rally Championship, Radio 3AW , Radio SEN, Holden Race Team, Grand Prix Corporation as well as hosting many events and media calls.

Jay Mueller. Radio MMM Melbourne Breakfast Senior Producer.
Long time producer of top rating breakfast show on 3AW, last year Jay made the jump to MMM to take the senior producer role on Eddie McGuire’s new brekky show “The Hot Breakfast“.
Jay will be going through what he finds works on radio. He will explain how to prepare for your interview with people who know nothing about you or your sport.
He will also address how to get yourself on radio and what producers (the gate keepers!) are looking for when they decide to put someone to air.

Today I’m announcing that I am joining the renowned and revitalised Australian Rally Championship (ARC) as their PR/media manager.

I’ll be responsible for the key areas of ARC media relations and PR. I will be writing press releases across many aspects of ARC activity- from pre thru post event as well as stories on the teams, characters and places the ARC visits.

As well as the written word, I will also be hosting press conferences across all event weekends and interviewing drivers for web and TV. Some of these will be available live on the ARC website. Between rounds I will be writing press releases for teams and drivers and augmenting the written word with HD video interviews, podcasts and photos.

I’m genuinely excited to be involved with the peak rally series in Australia. I’ve already had some involvement in the past with Neal Bates, Coral Taylor, Simon & Sue Evans as well as Scott Pedder. So far all have been very welcoming and it’s clear this is a tight knit and professional paddock. It’s my job to ensure the public get to see and feel just how exciting rallying is.

My first event with the ARC will be round one in Tasmania from the 26th – 28th February.

Many thanks to Paul Mullan from Black Magic and ARC Director Scott Pedder for helping make this possible.

You’ll hear from me soon! In the meantime check out http://www.rally.com.au/

—ENDS–

For more information, contact: Tom Reynolds. ph 0409 964 549 email: thomasr@thomasr.org twitter: thomasrdotorg

It’s not a well known secret that I am participating in Dieter Kahsnitz’s wonderful new panel style show “The C-Word Naked” along with Lincoln Burns. We’re not actually naked (well one of us is), but we are free from restrictions.  Perhaps that’s why it’s naked. Who knows?

Ep 3 is online now! Go to Cword.tv/naked

I won’t apologise for being a bad blogger- I’ve been there, said that, too many times. I will apologise for a distinct lack of posts- but naturally I have an excuse for that too.

I’ve been damn busy!

Australian Superbikes

Shawn Giles and Koby Abberton head out

I accepted a job offer from Yarrive Konsky of IEG, the new oranisers and promoters of the Australian Superbike series. My job description is pretty loose, though it could be summed up thusly: “Get editorial press coverage, do special events and get the punters along”.

My first and major project has been a two seater ride program- not too dissimilar to Ducati (exclusively) does in MotoGP. Our club is slightly less exclusive- currently we have bikes from Woodstock Honda, Kawasaki and Suzuki.

Steve Pizzati on air with Steve Price and Josh Dowling on 2UE.

Overall I was very pleased with the pillion rides at Eastern Creek. We received some great coverage after getting the Abberton brothers on board. Friday is my main focus- this gives us a chance to hit the Saturday papers and Friday websites.

At Eastern Creek one of the support classes for Australian Superbikes was the Aussie Racing Cars. I personally invited Steve Pizzati from Top Gear Australia along to race and he repaid the favour by going on Steve Price’s 2UE show twice. But where we owed him the most was his wonderful kindness in rolling the car 2 1/2 times and hitting most of the major daily papers in the process. Taking one fo the team- literally. Thanks man.

To step up our coverage, I have not only planned website and press release changes, but I have a few other ideas that I think will position our motorsport back in its rightful place as second only to V8 Supercars.

Details: www.asbk.com.au

Twitter: @asbk

Facebook: www.facebook.com/AustralianSuperbikes

Twitter pic posted from the second podium of the day for HRT.

HSV/HRT
I’ve been helping Holden Special Vehicles and Holden Racing Team (more specifically Walkinshaw Racing) establish and grow a social media presence. Sarah W from HSV has been a great student of social media and with the genuine backing of senior HSV management, we’ve really set HSV/HRT apart from the “others”. I set up many Twitter and Facebook Fan accounts (some Twitter accounts simply to prevent squatting) and have advised them at every step about ways to grow the fan base and how and what to Tweet. We have rewarded fans (sent out signed prizes when we hit 1000 Facebook fans) and kept up the conversationand replies- especially on race weekends.

Speaking of race weekends, at the recent Sandown event I joined in the Tweet festival from inside the Walkinshaw pit- a fantastic insiders view.

A more ambitious social media program is envisaged in the future.

Twitter: @holden_racing, @HSV_news, @BundyRedRacing

Facebook: HRT HSV Bundaberg Red Racing

Thomasr and Fiona Mackintosh from Draggin Jeans- Fed Sqr, 2007.

Draggin Jeans
Having briefed in SharpSushi, their new site will be launching shortly. Fiona and Kris from Draggin and Adam and Kere from SharpSushi have collaborated really well. I did my part early on, offering a few ideas, but they have all  really taken up the running. The new site will offer a brilliant online experience, grow their very loyal fan base even more and have a conversion rate that I think will suprise even those inolved.

With new products, new designs, a new website, a new marketing manager and a more aggressive marketing approach, Draggin look good to go in the next year and beyond.

My involvement of late has take the form of some marketing strategy ideas with specific refence to Twitter and the “What is change?” concept. I also set up the fan page.

Beyond web, I am also going to do some “other” work for Draggin’, but for now this must remain a secret!

Web(new one launching soon): www.dragginjeans.net

Twitter: @dragginjeans

Facebook: DragginJeansAustralia

Josh Brookes

Superbike star and current British Superbike series racer Josh Brookes has recently come on board as a web/marketing client. He’s a great talent, though frankly having a very mixed year. I have written an all encompassing web strategy document that I am going to execute on (in collaboration with 50 Kaliber and SharpSushi), along with maintaining his social media presence and offering advice as we go.

Twitter: @joshbrookes

Facebook: JoshBrookes

SharpSushi

As one of the two web agencies I like to deal with, Adam and Kere- directors of SharpSushi- are two of the nicest and more importantly most switched on web people I have had the pleasure in dealing with. I have provided general web strategy and ideas for one specific client (whatcanyoudo.com.au) as well as general web strategy and social media ideas here and there. Eventually they will be building my own new site.

Eventually.

Web: www.sharpsushi.com

Igloo- Digital Strategy Agency

As the best mid sized (though growing so fast they may have gone past that stage) web agency in the country, Igloo can rightfully claim to have grown from a leading design agency into a leading strategy/all round agency.

Some months ago I assisted them as part of their pitch for the Mazda account, providing strategy ideas and on the ground assistance for their pitch. I also wrote a post for their blog site outlining my thoughts on social media with specific reference to the automotive market.

They subsequently won the Mazda account.

Since then I have been busy with my many other gigs, though I am really keen to get back to the Pelaco building and work on some fun stuff with Andy, Tony and the team.

Web: www.igloo.com.au

CarAdvice

Until a few months ago I was hosting a podcast for CarAdvice, Australia’s number one independent editorial site. While it was fun while it lasted, they have gone through a number of changes- from new offices, staff and a new CEO. It was agreed that the podcasts will go on hold for the rest of the year. While I was disappointed at the time, I’m hopeful we can work something out in the future.

Radio 3AW.

It’s hardly a suprise when I tell you I was cut from the Neil Mitchell show weekday lineup for 2009. Once the other 11am-12pm guests were cut, I suspected I was in strife- either they would move me to a new timeslot, or I would fall over utterly. At the time I received a very nice call from Program Director Clark Forbes telling me that I was still a required player for their F1 and MotoGP coverage as well as my summer sessions with Tom Elliott- a segment I really enjoy. Tom’s a terriffic bloke and a really good broadcaster. Summer will be fun!

The C-Word Vodcast

The irrepressible and likeable Dieter Kahsnitz has re invigorated his community TV award winning program as a 5 minute vodcast. At present the episodes are older ones recut for vodcast purposes. Shortly, we collectively head into a new era of the C-Word, with new concepts, segments and some really fun stuff. Stay tuned for that.

Web: www.cword.tv

Grand Prix Corporation

For the last few years I have been hosting the riders parade with Dieter at Federation Square. We’re shaping up to do it all again this year- though with a few extras thanks to my connections within Australian Superbikes.

As well as the Fed Square gig, We’ve also been asked to host a meet ‘n greet/panel show at the Island on the Friday night in the camp ground. This promises to be an cracking good night, so we’re rightly pumped about it. The whole weekend is going to absolutely rock, so book your tickets, do what you gotta do to be at Phillip Island this year.

So that’s me in a nut shell at the moment- busy, but still looking for more to fill my days with…

Karcher New Zealand- thomasr buys IN…, originally uploaded by thomasrdotorg.

It’s buying IN.

Bill Hicks once said “if you do a commercial, you’re off the artistic roll call FOREVER. Every word you say becomes suspect. Every word you say is like a turd falling from your mouth into my drink.”

But he didn’t live long enough to have a wife and family. Sorry Bill, but I have bills.

Back in 2006, when Casey Stoner was a first year MotoGP rookie, I was one of about 3 people to attend his press conference (including his wife- at that time she was The Girlfriend).

He was riding for Honda and was not on the factory team. In retrospect, I’m pretty sure he had already signed for Ducati, so when I was pressing him about whether he would stay with Honda (at that time I thought it was a good idea to stay with the number one team!), he was cagey…

Enjoy

[podcast]http://thomasr.org/files/Casey_Stoner_12_Sept_2006.mp3[/podcast]

My latest podcast for CarAdvice is live and you can go and check it out now…