Forum Discussion
Bring it back program is a joke
I didn't realize most people have their mobile contract in hand to know when to bring back their phone on time with the bring it back program. I missed the date to bring it back by, and they charged me for the phone. I called Telus and asked if I could bring it back and they said no. I went to the store today and soon realized this was a hill they're willing to die on. I said I'm going to move to Rogers and the worker pointed me in the direction of the store. I've been a customer with telus for more than 20 years. I can't believe they would do this to such a loyal customer. I said to the girl that Telus treats new customers better than loyal customers. She replied with "I know."
Anyone else have trouble with this program?
Anyone else have trouble with this program?
22 Replies
I would never recommend this program to anyone. I signed up 2 years ago, so I just did my first bring it back and my phone was literally in perfect condition (protective case, screen cover, no dents, no scratches, no other damage), and it was only assessed at 50% of the bring it back value. They claimed bruising and dead pixels, but I took pictures with the screen turned on prior to shipping it back and there was absolutely no damage. If you need to ship it back at the end of your term, you need to be able to ensure that it arrives in exactly the same condition that it left your house, which is out of your control. Seems like just another opportunity to rip off customers. I will just buy the phone this time and re-sell when I am done with it. I could have easily sold it for way more than they have valued it.
TELUS_SupportOfficial Support Team
Our team makes sure that all factors are looked into when determining assessment value. If you'd like to discuss this decision further, feel free to send us a private message and we'll be here.
I returned a phone a year ago when they send me new phones when I upgraded my plan, but it was never told that I would be getting new phones for all the numbers or I would have not accepted the plan as everyone one on my account already owns theirs outright. Now had one of the lines removed from my account and they are charging me for the device because they didn't record it was returned internally. I sent 2 phones back in the same box and they only recorded one being returned, It has been an absolute cluster F* ck to try to get them to remove the charges. They even admitted to be that the phone they are charging me for is in use on a completely un related account. But will still not remove the charges and i have been accruing interest for months and ruining my credit as I wait for them to sort out their stuff. I cant even remove other lines off the account because of the outstanding balance.
- TELUS_Support
Hey chansen7 - sorry to hear about the delay. We can take a look if you send us a private message
- How is the phone supposed to be "brought back" if someone wants to order a new phone? Return to store and order new phone online?
- TELUS_Support
- Nope, I tried to do that, but I was told it was too late.
- I still don't know. I've received no actual communication about it. One day, the charge for the phone just appeared on my bill. No warning, no instructions.
- TELUS_Support
Hi Farmer1976 - you should have an email from us advising that it's time to return the device and how to do so. Please check your spam folder and if there isn't anything there let me know and I'll send you a message
-Eric
Same here and its so infuriating. I got an email stating that my bill is $240 owing and when I go in person to dispute and called, I got pretty much an "oh well" from both.
Honestly thought telecommunication companies were becoming less shady but I guess im just naïve
- A-B
Community Manager
As has been discussed above, multiple notifications are sent out in advance of the term ending. Did you not receive any before your bring it back period ended?
- Not a single voicemail or text regarding my bring it back ending. Promos and bill payment reminders but I knew nothing until it was charged to my bill. Every single Telus employee has stated their hands were tied and two agreed that I should probably go to another carrier. I have never seen a company so willing to lose customers. I have found out that Rogers has a different policy and they allow for the phone to be brought back even after it’s been charged to a customers bill something Telus should consider if they care about their customers.
- I am in the same boat. No communications just a bill with an extra $500 added to it. I’ve had an absolute runaround with every one I speak to saying they can’t help and talk to someone else. I have never been more disappointed in customer service. This is an absolute money making scam by Telus on the backs of their customers. I will never be a client again if I can’t get this reversed.
- A-B
Hello. I'll send you a private message to discuss further, thanks.
Farmer1976 did you get any of the notifications?
If not then you may have a case for disputing.
If you did get the notifications but didn't act on them then that's another story.
- I absolutely did not get any notifications. I would have done something if I did.
But it's okay. Somehow telus thinks it's better to get the $200 than to retain a 20 year customer. They made that clear when the girl who works in the telus store at the mall pointed me in the direction of Rogers.
- dru
Farmer1976 communications are sent via email and SMS to all customers at the following intervals: 28 days out (from term end date), 15 days out and 15 days after the end of your term. Further, you have an additional 90 days after the term ends to return the device. If, by any chance, the communications were missed, please note that the information is also available within your online portal.
I know it's not what you were hoping for but the "bring it back" option is no longer an option beyond those final 90 days past your term due date.
Can I get this in writing, as there is no mention of this on the web site.
- They said its 30 days, not 90 days.
