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Bring it back program is a joke

Farmer1976
Friendly Neighbour
I didn't realize most people have their mobile contract in hand to know when to bring back their phone on time with the bring it back program. I missed the date to bring it back by, and they charged me for the phone. I called Telus and asked if I could bring it back and they said no. I went to the store today and soon realized this was a hill they're willing to die on. I said I'm going to move to Rogers and the worker pointed me in the direction of the store. I've been a customer with telus for more than 20 years. I can't believe they would do this to such a loyal customer. I said to the girl that Telus treats new customers better than loyal customers. She replied with "I know."

Anyone else have trouble with this program?
18 REPLIES 18

dru
Community Manager
Community Manager

@Farmer1976 communications are sent via email and SMS to all customers at the following intervals: 28 days out (from term end date), 15 days out and 15 days after the end of your term. Further, you have an additional 90 days after the term ends to return the device. If, by any chance, the communications were missed, please note that the information is also available within your online portal.

 

I know it's not what you were hoping for but the "bring it back" option is no longer an option beyond those final 90 days past your term due date. 

Farmer1976
Friendly Neighbour
They said its 30 days, not 90 days.

Can I get this in writing, as there is no mention of this on the web site. 

xray
Hero

@Farmer1976 did you get any of the notifications?

If not then you may have a case for disputing.

If you did get the notifications but didn't act on them then that's another story.

Farmer1976
Friendly Neighbour
I absolutely did not get any notifications. I would have done something if I did.
But it's okay. Somehow telus thinks it's better to get the $200 than to retain a 20 year customer. They made that clear when the girl who works in the telus store at the mall pointed me in the direction of Rogers.

Sparrow4
Neighbour
I am in the same boat. No communications just a bill with an extra $500 added to it. I’ve had an absolute runaround with every one I speak to saying they can’t help and talk to someone else. I have never been more disappointed in customer service. This is an absolute money making scam by Telus on the backs of their customers. I will never be a client again if I can’t get this reversed.

A-B
Community Manager
Community Manager

Hello. I'll send you a private message to discuss further, thanks.

Penguyen
Neighbour

Same here and its so infuriating.  I got an email stating that my bill is $240 owing and when I go in person to dispute and called, I got pretty much an "oh well" from both.  

Honestly thought telecommunication companies were becoming less shady but I guess im just naïve

A-B
Community Manager
Community Manager

As has been discussed above, multiple notifications are sent out in advance of the term ending. Did you not receive any before your bring it back period ended?

I did not receive any by either email or text

A-B
Community Manager
Community Manager

Gotcha. You should've definitely been sent notifications that your Bring it Back period end date was approaching. Give our Mobility team a call at 1-866-558-2273 and they'll be able to investigate!

Not a single voicemail or text regarding my bring it back ending. Promos and bill payment reminders but I knew nothing until it was charged to my bill. Every single Telus employee has stated their hands were tied and two agreed that I should probably go to another carrier. I have never seen a company so willing to lose customers. I have found out that Rogers has a different policy and they allow for the phone to be brought back even after it’s been charged to a customers bill something Telus should consider if they care about their customers.

Cdgreen
Neighbour
How is the phone supposed to be "brought back" if someone wants to order a new phone? Return to store and order new phone online?

Farmer1976
Friendly Neighbour
I still don't know. I've received no actual communication about it. One day, the charge for the phone just appeared on my bill. No warning, no instructions.

Hi @Farmer1976 - you should have an email from us advising that it's time to return the device and how to do so. Please check your spam folder and if there isn't anything there let me know and I'll send you a message

 

-Eric

I did not get an email. When I received the bill for the phone a year ago, I searched and searched for communication from you and couldn't find anything. I called TELUS and went into the store and both people told me to go to Rogers if I don't like that I was charged for the phone.

Hi @Cdgreen here is a step-by-step guide on how to return your device

 

- Eric

Nope, I tried to do that, but I was told it was too late.