Escalation: Unfulfilled Trade-In Commitments and Stress

[vineetkr]

Account [Mod Edit: Removed account number] (Activated on Nov 20, 2024)

I am writing to escalate a significant issue regarding unfulfilled commitments by Telus, which has not only caused operational disruption but also led to a considerable waste of time, undue stress, and inconvenience.

Issue Summary (complete details also available in notes section of the customer care team)

At the time of initiating two new business plans, the sales agent assured me of a trade-in value of $797 per iPhone 13 (128GB), broken down as follows:

• $487 as a promotional offer for new customers on trade-in.
• $310 as the trade-in value of the devices.

I consented to these terms and approved the trade of two business devices. However, the following issues remain unresolved:

1. Despite numerous follow-ups and assurances, the promised trade-in email has not been received.
2. The plans were activated prematurely, while the core trade-in agreement was not fulfilled.
3. Multiple promises from the sales agent, their manager, and the customer care agent have only led to delays and unmet expectations.

My Concerns

1. Broken Commitments: The agreed trade-in terms have not been honored, despite being clearly communicated and agreed upon.
2. Unacceptable Delays: I have been following up repeatedly for resolution, only to face vague assurances and further delays, most recently being asked to wait until Tuesday for a response.
3. Wasted Time and Stress:
   • I have spent significant time dealing with the sales agent and customer care, including being on hold for 50 minutes during a previous call.
   • This situation has caused mental stress and frustration, as I trusted the commitments made by Telus.

Request for Resolution

I respectfully request the leadership team to take the following actions:

1. Honor the Trade-In Commitment: Confirm that the $797 trade-in value per device will be honored and provide a concrete timeline for when the corresponding trade-in email and vouchers will be issued.
2. Compensation:
   • Compensation for the time spent engaging with the sales agent and customer care to resolve this issue.
   • Compensation for the mental stress and inconvenience caused by the delays and false assurances.

This situation is unacceptable for a business customer, and I urge Telus to take immediate and decisive action. I look forward to a swift resolution and request acknowledgment of this email along with a clear path forward.

Thank you for your attention.

[TELUS_Support]

@vineetkr We want to try and help move this along for you. We've sent you a private message to collect some info so please keep an eye out for it 🙂