Bring it back nightmare

[Tatianaflores]

What an absolute nightmare has it been trying to deal with Telus!!!! 

I recently switched from telus to bell as a result my telus account got cancelled. I was on the Bring it back program. The associates in store told me that customer service would be able send me a shipping label to return my device. I WISH IT WAS THAT EASY. 

I have called customer service 3 times and all 3 times I have been told different things. What an absolute nightmare. 

The last customer service representative I spoke to on the phone let me know that once an account is canceled there is no way they can send out a shipping label to return my bring it back device. She suggested that I should just pay the balance and “try to sell it on facebook marketplace”. WHAT A RIDICULOUS SOLUTION. I waited 2 hours on hold for that response? 

Simply unacceptable, I loved being with Telus but after this experience I will NEVER return to you guys. 

[CJR]

If you take it in store there is a way to process Bring it Back devices after you’ve ported out but have to do a trade-in instead of the normal device return path where the process is you will get sent a virtual prepaid credit card that you can use to pay off the balance and if the Bring it Back amount is higher than the trade-in value there is an escalation form the store can fill out and once the device has been received by the trade-in company and the inspection shows is in appropriate condition a bill credit will be issued to remove any difference between the trade-in and Bring it Back amounts.

[charmaymc]

You guys should probably make it clear that this can be done ONLY at CORPORATE stores, which means anyone not in a big city is SOL.

[CJR]

It’s able to be done through dealer locations as well. I work at an authorized dealership and have processed a few of them personally, although there is a short timeline in order to be able to do the escalation.

The tough part if in a more rural area would be if there is a UPS depot or are able to schedule UPS pickups as part of the process is doing a trade-in where it is a take home trade later trade in whereby the store prints off a shipping label and fills out the escalation form but the customer is responsible for packaging and actually shipping the device into the trade-in company.

Once the trade-in makes it and is inspected by the trade-in company would be issued a virtual MasterCard for the trade-in value and if there is a difference between the trade-in value and BiB amount that is higher on the BiB side once the trade-in is processed TELUS issues a bill credit for the difference as long as the inspection says the device is in proper condition.

[charmaymc]

A few things:

No, you cannot just do it at any dealer location.  There are three here, and they all told me the same thing, as did the call center.  This is what is so frustrating.  None of you are on the same page.

All three all refused to print me a shipping label and said they "couldn't".

I got my BiB dealt with but it took a month, which is frankly unacceptable.

[unhapppywtelus]

Hi, 

I am in this exact same position, the head office told me to bring the device back to the store to do a trade in and that the office will inspect the phone then credit me back for the actual device charge but right now I am on the phone with Telus and have been on hold for 90 minutes to speak to the escalation team because the agent is telling me that the only credit is the $140 telus credit and to pay the $310 for the device.  This is a total cash scam from telus. Way to keep your customers telus, i hope you go bankrupt. 

[CJR]

If the trade-in value was only $140, I’d talk to the store and make sure they filled out the Bring it Back escalation form. If they have, once the trade-in company receives the device you should get a bill credit for the difference.

The last one I did in store took approximately 2 weeks to get through being processed and the customer having the difference applied to their account. To get the difference though the store does have to fill out the escalation form so I would follow up with them just to make sure they have and long as the device is deemed in appropriate condition after inspection should see the difference applied right after.

[unhapppywtelus]

Can you please recommend someone i can talk to at Telus head office because no one knows what they are doing, everyone is telling me something different. One guy i spoke to told me they will do something like this, credit me back once the phone has been returned but this other person i am talking to right now is saying that isn't what is supposed to happen.  So now what? I am not paying the $310 for the **bleep** phone I already returned.

[charmaymc]

Bring it Back is a joke.  I have been dealing with them for over a month trying to just get a phone that works.  Their customer service is beyond bad.