Ordred wrong coloured phone

[rupert507]

So I upgraded and ordered some phones on the black friday sale which was Sunday.  I ordered one gold and one charcoal grey, after speaking to my kids they both wanted charcoal grey, I phoned back 30 minutes later and was told I could not change the colour as it had gone to processing already.  I was told to call back when I received the phone and could send it back for the other colour I wanted.  I received the phone yesterday evening and phoned this morning to see about sending it back.  I was then told because it was a black friday sale, that the phone had gone up by 200 more and I would have to pay this.  I explained that I was doing an exchange and not a return.  When I spoke to Ben on Sunday, he said nothing about having to pay more, has anybody else had this problem?

[Meowmix]

Hello @rupert507

I have had this issue my self with Telus and Rogers ( as i have both). When speaking to Telus, I asked to speak to the escalation management team which deals with issues and has more more to do what needs to be done.

I would suggest calling in and asking for them. If the rep asks why? Tell them that unfortunately the reps gave u false information and you also do have a buyers remorse time frame which let's u exchange the phone with the same phone at no extra cost ( it's only a color so it shouldn't matter).

The management should be able to assist you.

[Syaoran]

Have you tried calling your local Telus store to see if they could exchange it for you for the colour you want?  A straight exchange in-store is usually easier than trying to deal with Customer Care, which is a complete disaster.

[Meowmix]

Hello @Syaoran

That's very true! However some stores do not do that unfortunately. It's up to each store as i have learned with my experience especially here in Toronto.

[Syaoran]

Yeah.  That is why I suggested calling first.  As a Torontonian myself, I find it is worth the trip out to Pickering Town Centre for superior service and a lot more helpful employees at that store.