Missing ultimate accessory package with new purchase of new device

[rspencer38]

Anyone else receive a new device that was also supposed to receive the AXS ultimate accessory package? I ordered two new S24 Ultras and the promotion was to include accessory package. Neither device received the accessories.

[TELUS_Support]

Can you elaborate more on which offer this is? If you can help answer a few more questions, it'll help us get on the same page:

- When did you purchase the device

- Was this purchased through telus.com, over the phone, or through a partner/reseller portal?

- Which accessories?

[rspencer38]

I purchased two S24 Ultras through Telus.com - the offer states that I should have received an ultimate accessory package (case, screen protector and charger) with online activation. 

 

[TELUS_Support]

Thanks! We're going to send you a private message to collect your account/order info. We'll look into this for you 🙂

[TELUS_Support]

I had a look at the terms and conditions and a few things occurred to me: 1) It's available for new customers 2) It's for consumer accounts (EPP, Business, Corporate accounts are excluded) and 3) the offer isn't currently available for existing customers. Would any of these apply, by chance?

[aameeeraali]

Hi, I am in the exact same boat, I am a new customer and EPP and did not receive the bundle. Please assist

[TELUS_Support]

Hi @aameeeraali - We can look into this. Please look for a message from us in your inbox

[aameeeraali]

Missing the AXS Ultimate accessory bundle when purchased and activated a brand new samsung galaxy s24 online. It is a new activation and I am porting from a different service and on the EPP boxing day plans. This is not a good start to a new relationship telus!

[Ariel3568]

Purchased my S24 online as part of the Boxing Day Promo as well. I was assured that I qualified for the promo, but it has been nothing but a complete nightmare trying to resolve issues with TELUS. Received notifications that my phone was delayed, then lost, then cancelled, and all of a sudden was delivered withoiut accessory bundle, nor an sd card!! Countless hours spent on hold and on the phone with several agents, no resolution. My last call was FOUR hours of my time only to be transferred to third department (on same call in same day) and then after another 45 minutes, the call was disconnected. I have not called back! Needless to say I am beyond frustrated with this entire experience and with TELUS as a whole.     

[aameeeraali]

For me its a matter of principle, I have been told by customer service after an hour on the phone to go to a telus corporate store so they can verify my order details and if they have the bundle then to provide it for free. I am going to go do that otherwise I have not ported my number yet so i'll most definitely return the device and go with a competitor. Virgin mobile still has boxing day deals for cheaper on the S24

[Ariel3568]

Keep us posted. 

[aameeeraali]

I shall do, hope everyone who got a phone this way gets their bundle because that stuff adds up, a case + screen protector + 30W charger. so far customer service has been annoying, but if this gets resolved then i guess alls well that ends well. otherwise, i do not have the patience to be a NEW customer and already have to deal with shabby customer service lol

[aameeeraali]

Little update; So i went to a corporate TELUS store and told them everything customer service told me to do, they told me customer service was wrong and any request of this sort has to go through them. The customer service agent on the phone earlier had told me that there was nothing he could do on his end and it HAD to be done via in person at a corporate store. Anyways, I have been DM'ed by telus support and they say they should call me in 24-48 hours to find a solution, whatever that entails. So far, crappy customer service, hours on hold, hours wasting gas and precious time with no luck. Not at all a good luck on telus and definitely not a great way to gain or retain new customers.