Forum Discussion
Solved
AI endless loop
Does Telus have a customer service phone number (for home services) that has a real live person on the other end? I'm frustrated talking to AI in an endless loop trying to get what should be a simple answer to a simple question. I had a number for the Telus loyalty call centre but that is also being answered by AI. If I can't talk to a real person and get my issue shorted out, I will be cancelling my services with Telus after many years.
PS: My problem was not technical and required human intervention/correction. In case anyone was wondering.
14 Replies
Bruh tell me about it! what I did was I reported a technical issue got connected to that agent and then went from there. It's such nonsense.
PS: My problem was not technical and required human intervention/correction. In case anyone was wondering.
Well, it took 6 days to actually speak to someone that was able to answer a simple question and had the ability to resolve my issue. The whole conversation lasted no more than a few minutes. I never did receive a call back after the initial call from Telus that went straight to my voice mail. I left two return voice mail messages, following the instructions that was provided to the letter. I got tired of waiting so I endured AI again this afternoon. This time, I managed to get AI to connect me to a "team member" after a verbal struggle. That took just under one hour while having to listen to some awful, repetitive 'music' 😒. I mean really, listening to 'ocean waves' or some other nature sounds would be far better than having to endure something worst than standard 'elevator music'.
Six days is too long for a simple fix. It would have been longer if I had not managed to get AI to connect me to a live person and I had the patience to hang in there on the phone.
Ask Ai for a scheduled call back, that has worked a few times in the last month.
The way I deal with the Telus AI bots, both with a voice call and with the on-line chat, is to not answer their stupid questions, but to firmly and emphatically say "Please connect me with a real person". Usually after the second or third time I demand this, it does connect me.
That was my method in the past. If that didn't work, I used broken speech. One and/or the other always got me through to a real person. That didn't work for me this time. Thinking back, perhaps I didn't try long enough.
Dimo-XModerator
Hi Stonehorse, looks like the team has reached out to you. Kindly reply to our PM if you need any further assistance.
There was an attempted phone call but it went straight to my voice mail. Most likely because I have call control enable and my number was called by an auto-dialer. Regardless, I got the voice mail and followed the instructions to leave a message directly via mailbox. I left my full name, phone number, case number and the name of the person that contacted me. This was on Aug 12th and I have not received a call back at this time. I will try again and leave a second message.
- Dimo-X
Thanks for the update and your patience stonehorse. We’ve responded to your PM and want to assure you that a member of our team will be in touch with you soon. We apologize for any inconvenience caused by the missed call and appreciate your efforts in leaving a detailed message.
- Dimo-X
Hey Stonehorse, our apologies and understandably frustrating. We're real people here and definitely get it. We do have our numbers listed at https://www.telus.com/en/support/contact-us but we'd be more than happy to look into helping you here. Please send us a PM so that we can assist.
PM sent.
17 hours and counting...
