Was Happy with ADT. Poor User Experience With Telus Custom Home Security

Everything is fixed now. The frustration is with the phone technical support person who looked at my account and ended up sending the wrong technician who was not trained in custom home equipment. I thought that anyone looking at my account can see what I have and then send the right person. Either the phone technical person, for 1 hour, did not know the difference or missed it, or was not trained. Otherwise the right person would be sent. So a technician shows up and says he cannot work on this. He said I would have to start all over again with phoning technical support. Not his fault. He was nice and so was I. Then within an hour, an appointment was giving to me for 1 week later. Really? 3 days were wasted and then add 7 more. Then someone gave me a call and said someone would be there that same day. Feeling better, but then an auto email comes in and says I have an appointment 7 days later. This part needs improvement where systems/people need to talk, so that an auto email 7 days later does not go out, especially when someone said there would be a person arriving the same day of the wrong person who came. This discrepancy causes confusion and panic and will not be good for customer retention, if customer feels jerked around. Not a good customer experience, if you can even call it an experience. Alexander McGuire came that day as the right technician (2nd technician) and he saved the day, he is the only reason why I am not losing faith in Telus. He was professional and he found the issue immediately. He went above and beyond to ensure the problem was fixed and also look at other things to be sure all was well. He also gave me some details on plans for other services if I wanted to switch from Rogers/Shaw. But really, I do not know. To have everything under Telus, after my experience before Alexander, I would have to think really hard. I hope you take all of this as positive change you could look into. Thanks.

I got a call today and I was told someone will come over today. Now I get an auto text saying my appointment is Jan 21st. I am getting yanked around. I am without a working system from Jan 10th to 21st. I paid over $3000 for this upgrade. There is no Customer Experience here. No Customer Retention.