Call wait times

Resident

Call wait times

I have been on hold to speak to someone for over an hour. This is ridiculous. Why is your customer service so bad? 

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32 REPLIES 32
Resident

Same with me. More than an hour waiting and listening to the

 

dreadful music. Surely there are better ways to serve customers

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Resident

I have been on hold for 1 hour and 39 minutes now and still counting. I have been taking screen shots of my phone just to report the final time later. This is ridiculous considering I came to Telus for professional service. 

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Telus now has the text messenging in place. I've used texting a few times and was able to resolve my problem. They don't always reply immediately but do get back to you.

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Were you not given an option for a callback? I had to call the other day and was given that option and had a callback in less than half an hour. I've been with telus six months and each of the 3 times I've called I was given that option.

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Moderator

Hi KT, although call times can fluctuate depending on volumes (how many people are calling in at any given time) you can connect with them via chat too from a computer! www.telus.com/chat 

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Friendly Neighbour

See that would be great except for the fact your agents can't help with Web orders.. Well except for the web orders department who you can

 

1) Email (4-5 day wait)

2) LEave a voicemail (2 day wait)

3) Stay on the line and hope and prey (currently 1hr15m)

 

All because Canada post lost my order and for some g*d forsaken reason No one at telus but the Web order team can open an investigation with Canada post

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I chatted with one on the computer.. then it disconnected when i tried to access my bill to answer a question. never heard back from them even though they had my phone number. Telus is literally making me lose my mind.

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Friendly Neighbour

Same thing. Chat will give you The Support number to call. Then the waiting begins and frustration sets in.

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Yes I tired that I clicked on link and I doesn’t work
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Just tried your link and that says that it is unavailable!!  Never have any problems with Telus Home Services.  Starting to thing that Telus Mobility is very poorly managed!!

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Your link doesn't work.

I too am sitting on hold. 
Perhaps instead of telling people to call at different times of day (that are likely inconvenient for them), Telus could look at their call volume patterns and staff accordingly.

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Friendly Neighbour

They are only aggressive when getting customers to subscribe. Once you're a subscriber frustration sets in. The Chat feature is only a come on. Besides the wait times they will only direct you to a contact number for support and then another wait time is on the horizon. What a frustrating experience to be a Telus subscriber.

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Community Power User

Can always message them on twitter. @TelusSupport they’re very active on there.

https://twitter.com/TELUSsupport

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Really? They will only tweet you a number to contact for support! What Active?

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What I did after a few frustrating weeks was I used Text Messenger, explaining how long it takes to get through on phone. Then explained my problem. I received a quick response and my problem was fixed. Failing that, there is a form you can fill out to escalate your problem. I can't remember how I found the form, but google it. Hope this helps.

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What # do you use to text message
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No number, just text Telus and you will see

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The link for chat doesn't work. I have been trying to contact support for three days, to no avail. Wait times are ridiculous. My lan line phone ...the battery dies after an hour on hold. Do I actually need to purchase another phone for a stronger battery just so I can be on hold for over an hour? Not acceptable. 

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On your computer visit https://www.telus.com/en/bc/support/contact-us?INTCMP=TcomFooter_contact_us there is a Live chat bottom right corner of the page. Enter your name, existing customer and the area of support. I just tried it an was instantly connected to a CSR rep. Guess luck of the draw.


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Believe me i have tried that too....i waited over an hour being 29 in line and finally gave up.  The chat option is as bad as the phone.

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