Long Customer Service and Tech Service Wait Times

Resident
Long Customer Service and Technical Service Waits for all of Telus Services anytime of the day, evening or week.
Suggestions:
1) Hire more Telus Reps to answer calls.
2) Please provide voice mail so customers can leave a message or set up
A phone system like some companies do where a customer can type in their phone number to receive a call back from Telus.
3) If Telus is unable to handle all the calls and does not have the financing to hire more staff to answer the phone or to upgrade their system to allow us to provide a callback number than it is time for Telus not to take on any more new clients since they are not able to handle the extra business.
Status: Closed
Comments
Just Moved In

Usually good with callbacks but not always am option...make it consistently available 

Just Moved In

Minimum an HOUR wait time?? TELUS is raking in the cash during the pandemic, with network usages higher than ever before, while the customer service arm is left in the gutter.

 

I'd recommend if you care about customer service to leave and join one of the smaller providers. They atleast care enough to try and retain your business.

Just Moved In

The most frustrating company they are to deal with.  I have been trying to get a simple problem solved with my remote control they sent me that does not do what it is suppose to do.  

 

I have been given the run around for over 3 hours trying to get to someone that will help.  The first fellow decided he could not help so he hung up.  I had to start all over again.  The second person send me to support where I was on hold for 50 minutes.  I am still on hold.

 

This is not customer service!!

Community Manager
Community Manager

@cholton3 We do apologize for the wait times. It may not seem like so, but we do constantly monitor our wait times, and make improvements internally to help reduce it. More often than not, efforts we take will take some time to translate into meaningful results. For instance, new staff won't be able to help answer calls immediately, and typically take 4-8 weeks of training to become fully productive. Of course, these are factors that fall to us to take into account, and to build into our forecast. Again we do apologzie, we do take wait times seriously, and rest assured we are doing what we can to keep it at a minimum. 

Status changed to: Closed
Community Manager
Community Manager

@KarenCampbell Sorry for the frustration. If you still haven't received the help you needed, please send me a private message, I'll do what I can to help.