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What if the chat rep makes an error?

vanbc
Just Moved In

ok here we go.   long time mobility customer so telus sways me over to tv-internet package.

I call in to sign up and the Essentials package don't look too good but that is the offer.

The call center rep agrees and suggests moving up to a higher level so that we can watch... "Game of Thrones" maybe?   Done.  Order the Select package.  Install is great.  Moving along it's time to watch Game of Thrones.

Can't because we don't have a movie pack.

So I go online and complain and ask and the chat rep offers a "were sorry deal".

I agree and he/she says, "Oh sorry... you are already getting a 5$ discount for being a mobility client."

 

What would you do in my shoes?

thanks

1 ACCEPTED SOLUTION

nasty
Rockstar

A depending criteria is if you are allowed to order the movie package with just the Essentials package. Which could be what the agent meant. "You want HBO-Canada? You need Select to be able to order it".

An example is Shaw cable/satellite had some rules in the past that you could not order extras with just the bare bones basic package. The really basic package was brought about by the change over from analog TV signal to digital, for the people who would lose all TV signal to their anntenna(upgrade to digital from analog) because of shortened digital TV signal distance.

 

Otherwise Escalate it. The people on the front lines who you talk to don't have that much power to fix things when there is a screw up, unless it's a higher up receiving calls.

https://www.telus.com/order/contact-us/en/escalates.jsp

 

If Telus does like other companies and recording all calls, escalation can pull up the call/chat session to see if the Rep said 'for sure' that you could get HBOcanada included with the select package. That is called a fraud sale, by providing wrong/twisted information to the consumer to get a sale for commision.

 

The Commisioner for Complaints for Telecommunications Services is another step after a failed Telus escalation to give it a nudge if Telus stonewalls any resolution.

http://www.ccts-cprst.ca/

 

 

View solution in original post

4 REPLIES 4

nasty
Rockstar

A depending criteria is if you are allowed to order the movie package with just the Essentials package. Which could be what the agent meant. "You want HBO-Canada? You need Select to be able to order it".

An example is Shaw cable/satellite had some rules in the past that you could not order extras with just the bare bones basic package. The really basic package was brought about by the change over from analog TV signal to digital, for the people who would lose all TV signal to their anntenna(upgrade to digital from analog) because of shortened digital TV signal distance.

 

Otherwise Escalate it. The people on the front lines who you talk to don't have that much power to fix things when there is a screw up, unless it's a higher up receiving calls.

https://www.telus.com/order/contact-us/en/escalates.jsp

 

If Telus does like other companies and recording all calls, escalation can pull up the call/chat session to see if the Rep said 'for sure' that you could get HBOcanada included with the select package. That is called a fraud sale, by providing wrong/twisted information to the consumer to get a sale for commision.

 

The Commisioner for Complaints for Telecommunications Services is another step after a failed Telus escalation to give it a nudge if Telus stonewalls any resolution.

http://www.ccts-cprst.ca/

 

 

BSK
Neighbour
 

BSK
Neighbour
  1. Where do you access 'Chat Online' for Home Services

NFtoBC
Community Power User
Community Power User

Try the 'Contact Us' link at the bottom of the Telus.com page. Chat is one of the options listed there. 

NFtoBC
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