- Initially contacted TELUS following up on gift status, was told I would get an email when gift ships, email never happened
- Received gift, noticed it was wrong size, contacted TELUS support, got email next day asked to contact apple for an exchange, email says TELUS provided apple the right size of order
- Contacted apple, customer service told me they don't handle corporate order and was advised to contact TELUS and have them contact apple, since TELUS made the gift order
- Contacted TELUS and provided this info, TELUS created a EST escalation ticket, some escalation manager called me next day, and promised a call back in 48 hours, didn't happen
- After a week, called TELUS again and provided the escalation ticket, original escalation manager called me again the same day and promised to call back in 3 days, didn't happen
- Called TELUS again the following week, redirected to loyalty and retention, the agent left a message to the escalation ticket and mentioned he will let the escalation manager know I called, and asked me to wait for the escalation manager to call me back, waited another week, no call back
- Called TELUS again today, talked to retention, who looked into the escalation ticket and did some investigation, and told me based on the latest information, I can just call apple customer support and get my gift exchanged, TELUS has escalated to apple and all I need is provide the escalation ticket number and my Telus account number
- Called apple after, was redirected a few times to the senior supervisor, and she told me they have no idea of the escalation ticket, and can't really help me with my exchange, the gift was not ordered via apple.com and she asked me to go back to TELUS
This is so frustrating getting redirected back and forth.
TELUS, I think you can do better.
