Forum Discussion
Good Tech / Horrible Customer Service
I spent 2 painful hours on the phone with TELUS. A nice tech member confirmed that my 1.5G Fibre Service isn’t possible due to an incorrect modem and a damaged fibre line. After being transferred to customer service, I was offered only a $200 credit, which required loyalty team intervention for more.
The loyalty representative was rude, accusing me of lying and insisting I couldn’t prove my case, despite the tech support advising me to seek a credit for not receiving what I paid for over 19 months. He insisted on a $100 credit, even though my modem is being replaced and the fibre line fixed soon. I’ve been a customer for over 20 years and only want to pay for what I actually receive.
This offshore customer service is unacceptable, and I am left frustrated. TELUS shows a lack of respect for customers and fails to resolve issues. I have never faced such disrespect from customer service before. Maybe I'll consider Starlink instead.
7 Replies
What would you like to do? The equipment is going to be replaced next week, and the fibre line will be repaired. That is what hopefully fixes the issue. The disrespectful representative has already credited me $100 and to be honest, I am not pleased as I would think if the TELUS equipment here at this address is only capable of something under what I've paid for then I should receive that delta in the form of an immediate credit or once the established speed of the fiber is known and fixed, then a more longer term rate adjustment. I am not looking to cancel, or move or anything. I just want to pay for what I receive. Nothing more, nothing less.
TELUS_SupportOfficial Support Team
We can send you a private message to gather your info and see what can be done.
Where do those show up? The mail box shows a message, but there is nothing there.
- TELUS_Support
Definitely not the experience we want for our customers. Is there anything we can be of assistance with here?
