Forum Discussion
Support Issues
Had a complaint about bill.
Was scheduled a callback form loyalty at 10:00am GMT-7 on cell text
Asked what that was my local time was told 11:00am
At 11:45 got a text message call in 15 minutes (an hour late?)
At 1:00pm no call, texted Telus.
Got email there was a message witing, link doesn't work.
Texted again, got another email message waiting, link doesn;lt work again.
Went onto MyTelus, chat was useless, couldn;t get an agent.
Called EPP support 866 number, couldn't get an agent.
Over 2 hours later still no call, no message, nothing.
Maybe other providers have support that works?
5 Replies
Sadly, it has been a week and I have not heard from my EPP CSR or Sales Manager.
Huge disappointment.
I appreciate your concerns here, and your suggestions. However let me spell out my position:
1- I have learned not to rely on telephone calls or website communications (email, chat or otherwise) as I have no written confirmation of the discussion.
2 - I left my previous provider because of continual plan price increases (most nickel dime but several rather large), no improvement in a very poor cell service (weak signals, dropped calls), misleading promises even by senior management.
3 - I had exemplary customer service initially from TELUS, but that seems to had disappeared in the mere 21 months I have been with TELUS. No improvement in cellular service, 12% plan cost increase in the last 8 months (elimination of prepay discount on my cashback credit card and and a recent plan price increase), no response from support whatsoever when all I wanted to do was to state my displeasure with the escalating costs on TELUS cellular.
4 - The so-called Expert AI customer support is absolutely useless. TELUS should have trialed it before they discarded the human chat and telephone support. And the call-back system is plain stupid. They keep you on hold for hours, then schedule a callback because they can't answer your call, the callback is hours late with no forewarning, then the callback puts you on hold (idiotic) with an estimated hold time of 15 minutes, an hour passes, and the system disconnects you.
5 - Don't bother calling the support number on your bill. If you are an EPP customer it is the wrong number.
6 - Don't bother calling support at *611 - they send you to the wrong place where you spend a eternity wainting fro somebody to anser the phone.
So thanks for you concern here and your attempts to assist, but TELUS no longer has any semblance of customer support. It apparently is just the same as most other competitors which is of little condolence.
TELUS_SupportOfficial Support Team
Please let us know if you'd like us to send another private message to try to assist. We'll be here to help!
After I copied all this to my original product specialist I received a price adjustment, but no explanation of why it was impossible to get hold of a CSR, even though the CSR was copied on correspondence.
I don’t know what you can do other than emphasize how poor your support system is and get it fixed, starting with the useless AI expert system.
Do whatever you want but no phone calls please as I can’t document those.
- TELUS_Support
Definitely not the experience we want for our customers. We'll send you a private message to discuss further.
