Customer Service

[Simon4]

Is anyone else experiencing terrible customer service?

Up until this point I have only had very good or excellent service from Telus.

Now I spent 40 minutes with an agent this afternoon. It was taking so long to upgrade my phone that I had to ask for a callback at 3:30 pm. I called them at 4:15 pm to ask why I hadn't received a call. The agent said that he would contact the agent I spoke to earlier and get her to call me. I just received my callback at 5:25 pm.

They told me that there was some error and they could not help me. I will have to go into a store to get the phone.

Then I have to call them back and waste more time to get them to waive the fee that they charge in-store.

I've heard about how poorly these mobility companies treat existing customers but I had never experienced it until now.

Does anyone know of a workaround?

[Serendipity]

Yes I did yesterday. Was forwarded to another country. No results and refused to put me back to an agent in Canada. 

[Simon4]

I posted yesterday about terrible customer service.

It continues.

The agent yesterday was supposed to put a note on my file to get a reimbursement for the activation fee since they were not able to help me online or by phone (the store charges $60 to activate a phone).

Today more run around - no note on file, cannot process reimbursement, cannot transfer me to the agent from yesterday, cannot transfer me to a supervisor.

After being on the phone, mostly on hold, the agent assured me that the refund would be processed. I explained that I wasn't assured - she couldn't even send a confirmation of said refund. I have to wait for a phone call in 8 days.

I then explained why I thought that this was unacceptable, and she hung up on me.

Is there anything I can do about this?

[A-B]

Hey, sorry for the late reply on this. Have you been able to get this issue resolved?

[Serendipity]

Sorry. No resolution. Not happy. On verge of finding services elsewhere. 

[A-B]

Alright. I'll send you a private message to discuss further.