Forum Discussion
Security (ADT) Upgrades Required Due to 3G Going Away
I have received at least 2 registered letters and more than half a dozen calls on the need to upgrade my old ADT solution because cellular 3G is going away. I keep getting calls despite the follo...
A-B the Community Manager put me in touch with the escalation service this week. I missed one call from them, they did not leave a return phone number, said she would call back, but I have not received any further calls over the last two days.
I also received a second registered letter this week from Telus telling me to book my security upgrade. This time I had to drive to the post office to get since I was not home when it was delivered and I had to sign for it. I was not rather p*ssed of at the 2nd registered letter in a week.
My wife wants us to cancel our Telus/ADT service because the repeated phone calls and registered letters are getting to the point of harassment given I've already told numerous agents I don't want to pay the $1,200 replacement cost (I can't be upgraded) even if there is a $500 discount.
- A-B
Community Manager
Hello again. I reached out personally to the callback manager to advise her that you'd still like to speak with her asap. She'll be in touch as quickly as possible. Appreciate your patience.
I had a call from the escalation manager. There are two major concerns with the call.
The first was that she said I needed to give her my password in order for her to access my account. I said I don't give out this information to which she said she couldn't fuily help me. I said I was surprisd that Telus would ask for my password which led me to believe this 'escalation manager' may be part of a 3rd party marketing company retained by Telus.
When I explained I was upset that Telus was pushing for me to upgrade because my backup 3G connection would be going away and I have never been told about my primary Internet connection to Telus, she seemed baffled and to research this. She came back and said that if I lost 3G backup I would still have the Internet. This is what no one had been able to tell me before.
I'm disappointed with Telus's marketing approach on the unannounced date when 3G disappears in trying to upgrade customers.
- A-B
Sorry you had issues with the call.
1. Our escalation managers, like our frontline, always require for accounts to be authenticated/verified. This is a practice that has been implemented for years and years and years. Despite what some may say online or what people like to say, this has always been the case and is for our customer privacy and protection. Our team will always want to 100% verify the identity of who they're speaking to before divulging any info or making any changes to an account. TELUS is not the only company or place where a password is needed before anything further can be done.
2. That 'escalation manager' is just that. An escalation manager. Not 3rd party. TELUS.
3. Our escalation team may indeed need to verify with appropriate teams to confirm that the information they provide is 100% accurate. Otherwise, what is the point of having the conversation.
Have a great day.
