Forum Discussion
Solved
Bring it back issue
Signed a 2 yr contract with Telus with the bring it back program. At the end of the contract I decided to switch providers because of poor telus coverage in my area and significant lower cost. I have since received a large bill to payoff the phones. I would love to return the phones as per the contract but this seems to be impossible. Stores won't take them and all my calls are met with 1 hour plus on hold until I give up.
Well I got some action. After finally getting through to telus support using this forum I got a call from someone who I think spoke English as his first language and maybe even works in this country. He sent me shipping instructions and then called to confirm. If I may give Telus some advice you should make your customer service a little more responsive and easier to navigate. Twice I was told resolution was not possible and only after raising a stink on a public forum was I able to get results. Also the links in the private messaging did not work.
Thanks for resolving this issue
17 Replies
Well I got some action. After finally getting through to telus support using this forum I got a call from someone who I think spoke English as his first language and maybe even works in this country. He sent me shipping instructions and then called to confirm. If I may give Telus some advice you should make your customer service a little more responsive and easier to navigate. Twice I was told resolution was not possible and only after raising a stink on a public forum was I able to get results. Also the links in the private messaging did not work.
Thanks for resolving this issue
Did you do PM (private message) with Telus Support on this forum, surprised they were not able to help.
Apparently I did things in the wrong order. They wanted me to return phones before getting new ones from another provider. That would make data transfer to new phones impossible. Now I am forced to pay the buyout on old phones which I have no use for. Stores will not take them and customer service members can not send out shipping labels.
If your two year contract had Bring it back at the end of contract and the contract ended, why is Telus not taking it back? Is there a clause that says bring it back for a replacement new phone? Now you want out and they want the phones, the new phones paid in full?
Sounds similar to my boat moorage, I get a daily rebate if they rent out my berth but only after I renew my annual moorage. So $$ lost if I move to another marina.
Must be a variation of what we called the Rogers plan, where if you do not notice the increase in your bill then you are deemed to have accepted it.
9660 Are you saying that TELUS_Support did not help you resolve this via private message?
That is correct. After convoluted process with virtual assistant I finally got to speak with a live team member (after 50 minutes on hold) and was told resolution not possible and I must pay buyout on phones.
TELUS_SupportOfficial Support Team
We understand this can be frustrating. Unfortunately, if the service was switched before the existing agreement with your previous provider was settled, any outstanding balance would still be charged.
- They say they are unable to resolve this issue after waiting 50 minutes to talk to a live team memder
I'm very disappointed in Telus. I can say I've sent 10's of thousands of dollars over the years. Apparently resolution is not possible so I'm forced to buy phones I don't want or need. I will be looking at moving all possible services away from Telus. Buyer beware!!
9660 and 8850 are both me
- HelloI am having trouble communicating thru thru neighborhood discussion board but wanted to make this public. Please reply with a solution thru email.Thanks
- TELUS_Support
Hi there — we understand how frustrating this has been and want to help get it resolved. Please send us a private message at TELUS_Support with your account details so we can look into this further. Thank you for your patience, and we appreciate you bringing this to our attention.
I think I'm back in the discussion
I got the email but it links to my telus where my cancelled account can not be accessed. I did get in touch with someone who basically said sucks to be you. I had every service available from Telus which frustrated the daily up sale spam calls. I am now looking at moving all my services elsewhere.
- TELUS_Support
Hi there, we are sorry that happened. Send us a private message and we will get one sent to you.
- TELUS_Support
Hi there, let's get that sorted for you. We will send you a private message.
