I have been calling Telus customer service for manydays over the past 3 weeks

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Friendly Neighbour

FOR THE LOVE OF GOD TELUS. SOMEONE please ANSWER THE PHONE!!!  3weeks to try and access a limited time offer that really should have been sent in a personal email directly to your loyal customers!!!!  My 325 dollars a month needs to jump ship I think!

 

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Community Power User
Community Power User

You may find the grass no greener elsewhere.  Have you tried calling first thing in the morning?

 

I called yesterday, and was done in 15 minutes!

 

NFtoBC
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Friendly Neighbour

Well again 1 hour 33 minutes on hold, a two minute conversation and then transfer to another level.  30 minutes on hold and then poof the line disconnected.

 

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Rockstar

@Tammi   Are you calling on a mobile phone? This past summer calling the Federal Government I was disconnected on my mobile quite a few times while on hold, and then while being transferred. This never happens using a landline.

 

As for wait times, I feel for people on hold, but I personally never wait long, and also, if calling in is mandatory for something new, I leave that something alone. But if the options are calling or going to the store, then I'll go to the store. Lucky for me I live just a few blocks from a Telus store, and when they have to call something in and we have to wait, at least I can browse and play with gadgets. Cat LOL

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Friendly Neighbour

Lol!  I can see why you have an ambassador tag.  I shouldn’t have to go through this on any phone or method of choice.  I pay Telus a lot of money for my communication and should have access to support when needed.  The wait times are far beyond reasonable.  I even asked the first young lady if she would have someone from the department she was transferring me to, call me back as there would now be an additional 30 minute wait.  She said she wasn’t allowed.  SMH TELUS!

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Coach
It is from my experience. I find Rogers customer service much better than Bell and Telus. All Rogers agents are located in Canada. They’re far easier to talk to, far more flexible, and wait times aren’t nearly as long (except for when the $60 10GB promo was running, but that impacted all carriers). Whether it’s tv, internet, or cell, I’ve never had a problem dealing with Rogers customer care agents. I have no idea what these surveys and ratings are all about when they talk about Telus having the best service. No way. The only thing Telus has over Rogers is the better cell network.
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Neighbour
The Telus website advertises 24/7 customer service, including 8am-8pm Sundays, but I have been trying to talk to someone all day today and keep getting a message say offices are closed "try again during regular business hours" Can anyone shed any light????
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Community Power User
Community Power User

Are you correctly entering your phone number when prompted?

Are you on a consumer or corporate account?

 

NFtoBC
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Neighbour
I feel your pain Tammi! Telus are in the communications business yet are so poor at communicating with their customers!
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Friendly Neighbour
All I can say is ughhhh it seems to me that this is all becoming status quo.
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Friendly Neighbour
I’m seeing that clearly now
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Friendly Neighbour
Oh for heavens sakes!!!! Yes!
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Neighbour
Just a shame that Shaw is the only other option where I live and they are just as hopeless!
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Connector

At least Shaw (which I despise as a corporation ) has a call back feature and they do call you back. Telus support has been horrible like this for years.They just don't care. They are busy building and branding expensive condo towers.

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Neighbour
Too true. Call back feature would be so simple to implement and so helpful to customers....yet they just don't seem to want to talk to us!!!
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Community Power User
Community Power User

I’ve had callbacks in the past on Mobility CS calls. I’m surprised it is not still available!

 

NFtoBC
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Resident

SERIOUSLY. Been on hold for 90 minutes- MORNING AND NIGHT. Stop playing the "ambassador" game, customers need real support. WHAT HAPPENED TO the good old Telus? I've been with TELUS for the past 15 years, and this is what I get.