I just spent a frustrating 2.5 hours on the phone waiting for and then talking to customer service. (Before that, I tried to get my problem solved on-line.) When the agent(s) spoke to me they were courteous but by the time the call was picked up, I was low on patience. I had spent the time listening to the incredibly repetitive 'music' and the continuous loop of all the good Telus does in the world. No doubt it's true, but basic respect for the time of your customers would be good too. Why was I not offered a call back? If the call centres are deliberately, or unavoidably understaffed, that would be a reasonable way to avoid disgruntled customers. I can only conclude at this point it's because Telus actually doesn't care about their customers, they are too interested in expanding their business in all directions and patting themselves on the back for being good corporate citizens. Get back to the basics of service before it's too late.
@annekaye Sorry to hear that was your experience. Our contact centres are experiencing high volumes so we've had to toggle our callback system on/off periodically throughout the day. Doing so ensures we're able to meet the callback requests in relation to volume levels at any given moment.
If you haven't done so already, I suggest reaching out to our awesome social media team if you still require assistance. Their reply times are generally quicker: