Why do they not have good customer service?

[sadcustomer]

I have had an issue with my PVR (needed to be replaced) and had to wait both times almost 2 hours on hold. I think this is very unacceptable for a customer wanting to give them my business. I finally have quit my services

[Abcd7981]

On hold waiting to cancel my service now. It's terrible. Don't go with Telus