Bring it back assessment inaccurate

[Sickboypodcast]

I have been had a Telus business account for years. This is the first time I’ve done Bring It Back where I returned a phone via mail instead of doing it in person at a Telus mobility store. 

I’m being charged and extra $475 due to “heavy wear and tear” and “deep scratches” on the screen. This is absolutely not true and I’m astounded that I am being asked to pay this amount. 

I’ve called, messaged and even went into the Telus store and no one seems to be able to help fix this issue. 

I am so annoyed that I even have to sink this much energy into resolving this and I am about ready to just end my business with Telus and go elsewhere. Which is a real shame because I’ve been with them for so long. 

Has anyone else run into this issue? 

[TELUS_Support]

Hi @Sickboypodcast - we definitely want to help with this situation. We will send you a private message to discuss further

[Sickboypodcast]

I’m on the phone with someone from Telus Business right now and he’s telling me there’s nothing that can be done. This is insane. Being gaslit by telling me the phone was damaged is unbelievable. 

I’ve been with Telus for well over 10 years. The fact that you are choosing to force an extra $475 out of me and die on that hill instead of continue to keep me as a valued customer is wild. 

[Keeks]

I my partner had this EXACT same issue recently. She was told the phone had heavy wear and tear yet before she mailed it I inspected the phone and the phone was in perfect condition. I came on here to see if others are having the same issue. 

I’m so annoyed because I literally just started a new contract with Telus, but the way they handled this issue with my partner has both of us deciding we’re done with Telus. Which is sad because we’ve both been with Telus for years.

Do better Telus. 

[Sickboypodcast]

wow this just keeps getting more and more ridiculous. I’ve been on the phone with someone named DJ for over an hour and when I asked if I could speak to a manager he tells me that their manager will call me in 2-3 hours. Okay fine. Then when I asked for some type of employee identification number so I can refer to who I was speaking to he tells me there is no such thing and I can just say I spoke with “DJ”.

I don’t believe DJ is enough information to go off of. 

He then tells me there is no case number associated with this call he only has a “past case number” he can share. 

I feel like I’m being completely screwed over here. 

[PercyRempel]

It’s frustrating to deal with unexpected charges, especially when you're confident there was no damage. It seems unfair to be penalized without clear resolution. @ retro bowl