An apology to our TELUS.net email customers -> https://forum.telus.com/t5/Neighbourhood-Blog/An-Apology-To-Our-TELUS-net-Email-Customers/ba-p/99078
A video apology that's basically read verbatim from what's been previously written on the Web site. Hahaha. Well, it's good for those of us who are illiterate I suppose and I do love a nice Aussie accent.
At least he said, "You have my word that our entire Telus leadership team will learn from this experience and ensure that we never put you in this situation again." It brought a tear to my eye. He looked VERY sincere. They even went in for the close up a few times to make him look EXTRA sincere.
Many people have said that there should be some type o compensation for our email outage. So...what compensation would be appropriate and would satisfy you....as a home customer ? As a business customer ? And be realistic !
A 10:00 PM check (Aug 17th) here in Cranbrook, BC revealed, in our household, both my wife's and my email accounts are finally up and running... Email client(s), webmail, etc working as they should, at least for now.
Nanaimo: back in business as of 10:30PM on both email accounts. However, now I'm getting:
This site can’t be reached
forum telus com took too long to respond.
That'd be 10:15 and everything else seems to be up and running, as well.
@Irishgranny: I think Telus needs to compensate its email customers with an amount that includes punitive damages. If it causes Telus no monetary pain, then genuine improvements will not happen. I had been thinking reimbursement of one month's Internet service fees, and then my semi-restored email service collapsed again and Telus started shovelling the BS that 90% of service was restored. Even when my service was (temporarily) restored, messages from the previous day did not come in and I am being told by some folks that their messages to me are still randomly getting bounced. Then came Tony Geheran's apology, lacking anything like an adequate explanation of how things could have gone so badly wrong, not acknowledging that the email problems have actually been going on for more than a week for some customers, and repeating the "majority restored" nonsense (merely being able to finally log in is NOT fully restored service). No, one month's reimbursement is not enough. Perhaps two months? Three if Telus is unwilling to come clean?
@ennjeoajat I had the login page briefly a couple of hours ago -couldn't do anything but was hopeful...now I'm back to "Can't find the page"...so much for joining that 90% club. While I agree that some type of compensation is due, I think you're being over-optimistic in your expectations. Think we'll be lucky if we get $10 from them. And don't know how the businesses can calculate what this outage has cost them! Right now, I just want to be able to use email...will think about compensation after that happens!
@Irishgranny: Ah, well, you asked what we thought would be appropriate. If you ask my expectations, that would be no compensation, no meaningful explanations, no admission of the actual extent of the problem (e.g. some customers have been suffering for more than a week), and they'll continue lying about how many customers have fully restored service until it eventually becomes true. We'll never find out how many messages were simply lost. Where do my expectations come from? I've been a Telus customer for a very long time and I cannot remember the last time they made even the most trivial of changes without breaking something and I've learned the hard way that nothing they ever say can be counted on. If the competition's basic technology weren't so inferior (i.e. cable-based), I would have left long ago.
I now have a login page..BUT...says my name or password id incorrect. Same ones I've had for the past few years. Even tried to change password, but couldn't do that. So I'm looking at this login teaser and wondering how many more days before it recognizes me ??
Email working but only 5 emails in my inbox - scattered over the course of the 3 days. I'm about to travel, so there were several important emails that are still AWOL. Glad to have the server back up, but will this be fixed???
Another 24 hours without service in Vancouver, making it three whole days. But we have telus' word that "the entire leadership team will learn from this experience". How reassuring! Platitudes don't replace incompetence. We don't need PR types talking to us. Where is the CEO of telus or the executive in charge of technology at this critical time? Heads had better roll over this unacceptable mess.