Horrendous Customer Experience

[asteele11]

I recently ordered a new iPhone from the sales team. They processed the order and said they would call me back to confirm final details etc. I never received a phone call and didn't know what was happening. I checked my email and they were sending the phone to the wrong address... that's when things went completely haywire... after repeated phone calls and emails I was able to connect with a sales person who told me there was nothing they could do to redirect the phone to my current address (which seems ridiculous) and that I would have to cancel the order and make a new order and that they would not be able to honor the original price I received on the first transaction... I then tried to make a new order and after waiting for many hours they ended up telling me that they could not process it until the phone from the original order was returned... HUGE waste or time... the agent then said he would call me on Boxing day because they have good deals... and promised me a better deal than the original... he called me on boxing day and we went through the ordering process and then told me AGAIN that he couldn't order anything because the original phone was still not received... (even though I called the courier and they said it had been returned)... the same agent told me he would call me back when it was received... I have not received any calls... no response to emails... nothing... it has been maybe the worst customer service experiences of my entire life... almost a month now of nobody returning calls or emails and when I phone in no resolution to anything... the kicker has been that through this entire process random other TELUS departments (mobile, business etc.) have been phoning me to sell me similar or other products not knowing any of the background on my profile... ABSOLUTELY BRUTAL customer service... ALSO.... Telus charged me for the iPhone and changed my plan, even though I never even got the phone... ALSO... after looking at my bill for the charges for the new phone I realized that they has overcharged me (minimally but still) on my previous 5 bills... I raised this on a call today with customer service and they told me a manager would call me back (which I requested...)... 

10 + years as a TELUS customer... horrible experience... makes me want to change service provider regardless of price... 

[asteele11]

@Anonymous - Zero response... I have tried to contact almost every department... sales, customer service, requested manager response... HORRIBLE CUSTOMER SERVICE...

[aameeeraali]

I've recently become a new TELUS customer and I can say TELUS customer service is a nightmare to deal with. Mostly as they have outhouse (foreign most likely) customer representatives when you call them and not inhouse. I had some luck when I complained to an issue via the TELUS chat and it said a representative would call me back, those reps were inhouse (canadian) and are more willing/ able to help out. All I can say is if you get a rep who's canadian then you're more likely to get something done in your favour otherwise I've noticed the foreign reps just give you the run around like a dog.

Now related to your issue, I have been through a similar ordeal a few times where I wanted the address changed but they couldn't do it. At that point one option I guess is to have TELUS contact the courier and schedule a nearby pickup, that way you could pickup at your convenience. Anywho, all the best! Loyalty ain't worth anything to these greedy companies, just left freedom after 5 years because they couldn't even do a simple price match.