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Bring it back nightmare
What an absolute nightmare has it been trying to deal with Telus!!!!
I recently switched from telus to bell as a result my telus account got cancelled. I was on the Bring it back program. The associates in store told me that customer service would be able send me a shipping label to return my device. I WISH IT WAS THAT EASY.
I have called customer service 3 times and all 3 times I have been told different things. What an absolute nightmare.
The last customer service representative I spoke to on the phone let me know that once an account is canceled there is no way they can send out a shipping label to return my bring it back device. She suggested that I should just pay the balance and “try to sell it on facebook marketplace”. WHAT A RIDICULOUS SOLUTION. I waited 2 hours on hold for that response?
Simply unacceptable, I loved being with Telus but after this experience I will NEVER return to you guys.
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Bring it Back is a joke. I have been dealing with them for over a month trying to just get a phone that works. Their customer service is beyond bad.
If you take it in store there is a way to process Bring it Back devices after you’ve ported out but have to do a trade-in instead of the normal device return path where the process is you will get sent a virtual prepaid credit card that you can use to pay off the balance and if the Bring it Back amount is higher than the trade-in value there is an escalation form the store can fill out and once the device has been received by the trade-in company and the inspection shows is in appropriate condition a bill credit will be issued to remove any difference between the trade-in and Bring it Back amounts.
You guys should probably make it clear that this can be done ONLY at CORPORATE stores, which means anyone not in a big city is SOL.
It’s able to be done through dealer locations as well. I work at an authorized dealership and have processed a few of them personally, although there is a short timeline in order to be able to do the escalation.
The tough part if in a more rural area would be if there is a UPS depot or are able to schedule UPS pickups as part of the process is doing a trade-in where it is a take home trade later trade in whereby the store prints off a shipping label and fills out the escalation form but the customer is responsible for packaging and actually shipping the device into the trade-in company.
Once the trade-in makes it and is inspected by the trade-in company would be issued a virtual MasterCard for the trade-in value and if there is a difference between the trade-in value and BiB amount that is higher on the BiB side once the trade-in is processed TELUS issues a bill credit for the difference as long as the inspection says the device is in proper condition.
