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Lol, no customer service cannot hang on the line and chat with you while waiting for the account holder to get home. When you're on hold, that's because the reps are helping other customers, not sitting around chatting with customers and waiting. That's wasting valuable time. Call volume is large and it's important to keep moving, or you'll be on hold for 8 hours instead of 3.
Try sitting at home waiting for a technician to never arrive and then be on hold for an hour trying to find out where they are. Oh goody, the call was cancelled because of an outage but no one bothered to let you know. I like twiddling my thumbs on a long weekend, don't you?
Try use the chat app on this website. They usually get back to you faster than waiting on hold on a phone. I find it easier to communicate support and billing related things as well. Chat app is the way to go imo.
@Shelphone-- You can try going into a Telus corporate store for help, if one is within your reach. I prefer that over calling or media. But also, it's not just Telus, or telecommunication companies, that are backlogged; it's everything. Try standing in the "fast checkout" at Walmart. I was standing (inching along) there yesterday for 40 minutes. Try calling the Federal government, or doing anything through Service BC. Last year I went to renew my license, and just as my information was entered, their computer system went down. Long story short, it took me five visits and three months to get my license renewed. So yeah, waiting and glitches are frustrating, but they're everywhere.
How do you go into a store for a technician? How do you go to the store when you are waiting for said technician who never shows? If someone were incapacitated, how would they get to the store?
Lola, when you complain to these companies and government departments, do they look at their systems to improve them? When you complain, do they apologize?
@Shelphone-- Last time my daughter was in a corporate store the rep was helping the son of a very old man straighten out his home phone issue. And Telus dealers have the same deals as Telus offers online, and they have techs as well, so they can help with some issues. It's always worth a try, as I said, if a store is reachable.
I actually don't complain about wait times, not even in our health system. I'm experiencing this right now. Complaining gets people nowhere, unless they have power to back it up, and most of us don't have that. I work for the Federal government; complaining doesn't help here either because every call, even the most ridiculous calls, have to be handled professionally, and this takes time. And no, more hiring is not the solution. Complaining about long wait times is mostly breath wasted in Canada. I don't know why people do it for non-life threatening things. Complaining about healthcare wait times is understandable, given this wait kills people. Other complaints are frivolous to me, stress over nothing serious.