Issues with Customer Service

[bownessian]

Hello,

I was hoping to reach someone regarding the customer service I've received this past while. This past year my last contract came up for renewal. I called Telus to learn of some of my options for upgrading my device. I spoke with a woman who was getting increasingly frustrated with my questions about my plan and the options I had for upgrading - my biggest frustration was the way that she spoke to me. One comment that particularly struck me was saying that Telus wouldn't' make any money off of me if they were to give me what I wanted. After that phone call I decided that I would wait, and look around to see if something that better suited my needs came up - whether that was from a different company, or from Telus, whatever suited my needs. After being with Telus for over 10 years, I was truly disappointed with how this customer retention representative had talked to me. 

My experience with Telus remained the same for several months after that phone call; I was continuing to use my old phone. This last month I again had the desire to upgrade. I went in to the Telus store and spoke with a rep. He was very kind and very pleasant, explained my options to me, but was unable to help me due to the lack of stock in the store. But he did tell me that I could go to a different location and that I should be able to find what I was looking for there. It seemed that I was able to keep my current plan and upgrade my phone with adding a charge to my monthly rate. 

I went to a different location, and they had the phone I was looking for. When it came time to do the transaction, the new rep at the new location said that I wasn't able to keep my current plan, and would have to change my plan. I asked him why the other guy had told me that I could keep my plan, and he said that the original guy was wrong. After standing there for several minutes, the rep said to me, "So what do you want to do?" This bothered me because it seemed like he was looking something up on the computer to help me, or was trying to find some information. But as I realized, he was doing something completely different than helping me. I walked out because I wasn't interested in being spoken to in this manner. Had he been more courteous, I probably would have completed the transaction.

After using Telus for so many years, and never having an issue with the service that I've had, this past year's service has been absolutely terrible. I would really like to speak with someone about this experience, or address this with me via email. Either is fine for me. Thank you for your time in addressing this matter with me. 

[Blacksmith]

I was searching the web and had to wait for a Telus advert, while waiting for a video to start and it drew me to this board. The lady at the end of the advert said Telus has the least amount of complaints over any other carrier, and my first reaction to that comment was "That's because people don't complain any more, because Telus doesn't care."

That is truly how I, and many people I talk about Telus services feel. It doesn't matter if you call them, they don't care anymore. A few years ago, I went to Telus to upgrade my phone. I had been a customer for around five years or so, and was up for an early renewal. I wanted an iPhone 4 at the time (they had just come out) and told the Telus rep that I was considering going to Rogers so I could get one as Telus didn't carry them yet. The rep did everything in her power to keep me, and she did. I went with a BlackBerry instead and had an incredible offer made to keep my wife and I a Telus customer. That experience made me feel great!

Then a couple of years ago, I had to upgrade my phone again, and I spoke to an agent, wondering what they would do to keep me as a service. I mean, someone is going to get my money, what was Telus going to do to be the ones who received it? Well I got the most horrible attitude ever! It was akin to what you described above. When things had gotten fairly beaten down in disrespect by the agent, I tried to see if mentioning Rogers would help and I was told to go if I felt a need.

When I had my most recent upgrade, I tried to find a phone that would suite me, did the research myself and stuck with Telus, only because I didn't want the hassle this go round. But, the customer service at Telus has gotten so bad, I see no reason to stick with them any longer.

[v9]

Hello-@bownessian and Blacksmith..Welcome to the new (Shiny-forum-Screen) The topic "Re: Issues With Costumer Service" It's been discussed multiple times here. The latest (Complaints-Review) it was released recently to the public, where <Telus.com> appears well rated, with a fair reduction of user complaints. However as pointed out in this post, could be due to users negligence to report their concerns.

The key to succeed in the interaction, with them is be prepared in advance, with the questions. If we've to Upgrade to a new phone, let's research  all about the device first. Like price, size, brand, OS,.etc. and which plan, adapted better to our needs of Airtime, VMail, Data,.etc. If we buy a phone outside, we can signed up in a plan, featured as [BYOD=Bring your own device]

Chances that you, can keep the older plan--If not you've to signed up for 2yrs. contract. Then the Agent, would tell you, which is the suitable Plan & How much will cost$..Usually if you (Upgrade & Signed for 2yrs) the Phone bill increase, from $60 to 80-90..often times, with less Add-ons. So get ready ahead to deal, with Costumer service. Thks for reading <v9>

[Blacksmith]

Although I respect your opinion, your language indicates the problem at Telus completely:

"However as pointed out in this post, could be due to users negligence to report their concerns."

I would argue, that it isn't "negligence to report" that is the issue, but the inhospitable environment at Telus that deters most people from reporting. It's why I don't waste my time any longer.

As for your position that people should research their own phones first, you do realize that the majority of cell phone users aren't technically able to make those determinations, right? That is why people go to experts to discuss what would best suit their needs. And when experts are tapped for advice, courtesy and service should be the highest goal for them to achieve.

If all we need is someone to give us our options, without working with people who have a history such as customer retention associates used to do, then we don't need people at all. Just go to the Telus webpage, order our new phone, let the computerized system tell us what we're allowed by Telus (and yes that is the temperament of Telus these days...we are allowed a service. They aren't offering one.) and move on. We don't need any sales people with a Telus badge at all.

The fact is, service has taken a drastic fall at Telus, over the 11 years I've been a customer. I know why that is, and it is endemic of society as a wholes direction, but if we as service operators can change that impression society currently has, then we would be doing the country a world of good.

[NFtoBC]

@Blacksmith

Please remember that most of us participating here are just customers, like you. We have no insight or inside information from Telus, and opinions expressed are entirely our own.

On the topic of customer service, I agree with the final sentence in your previous comment, that the issue is endemic of society as a whole, and with the current expressions of entitlement, and lack of loyalty I see amongst many in our society, it will be a considerable challenge to address. Unfortunately, I too, have no magic wand.

NFtoBC

17 year Telus Mobility Customer

[Blacksmith]

I apologize if my reply to v9 was interpreted as an attack. I don't see any merit in attacking anyone in this. Neither posters on this board, or Telus themselves. It is simply how I see the world of Telus, and customer service in general shaping.

When I said "your language indicates the problem at Telus completely" I was using the language in the post, as a representation of how Telus comes across these days. I was not saying that I believed v9 was a Telus associate. He/She could be for all I know, but that isn't what I was attempting to shine a light on.

[v9]

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@Blacksmith wrote:

I apologize if my reply to v9 was interpreted as an attack. I don't see any merit in attacking anyone in this. Neither posters on this board, or Telus themselves. It is simply how I see the world of Telus, and customer service in general shaping.

When I said "your language indicates the problem at Telus completely" I was using the language in the post, as a representation of how Telus comes across these days. I was not saying that I believed v9 was a Telus associate. He/She could be for all I know, but that isn't what I was attempting to shine a light on.

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ATTENTION @Blacksmith..latest reply. Welcome and thanks for posting back. 1) I'd to apologize for any inconvenient, caused by my answer. 2) I'm not a Telus-Agent,.I wish it,.Hu-ha! therefore I'm responsible for my own comments. 3) You take issues, when it comes to research a phone-brand-price,.etc. Before goto a Telus-store.

Don't take it wrong. But in your 1st post (Last paragraph you wrote): "When I had my most recent upgrade, I tried to find a phone that suit me, did the research myself and stuck with Telus" Conclusion research in advance it help to make an informed decision, we expect a Telus agent, would answer all the questions & then don't make a deal after 1hr. Unfair [y/n] 

Finally as mentioned by a Trusted contributor "NFtoBC" We're in this forum to help us ea. other and solve issues, related with Phones & Home internet..LetMe tell you're a good writer,.keep it neatly..STAY TUNED! @v9

@BLACKSMITH: Very Latest Reply. Thumbs Up! You've make a nice analysis of the facts, that discourage users to report complaints to <Telus.com> I agree with most of your viewpoints. But remember In order to change that situation all the costumers, have to participate & that's the tough task.

You heard from another member that, we don't have (Insight or outside information) from Telus, but the forum ADMIN apparently have it in decisions--taken at high level, like the recent "Changes in the Forum-Layout" In resume if you want to dig deeply on the "Costumer Service Issue" you could create a new post to debate on it.  @bownessian-Ps report your opinions, about latest replies at this topic. Do you like this post--Give kudos to his author. Thks <v9>

[Blacksmith]

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@v9 wrote:

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@Blacksmith wrote:

I apologize if my reply to v9 was interpreted as an attack. I don't see any merit in attacking anyone in this. Neither posters on this board, or Telus themselves. It is simply how I see the world of Telus, and customer service in general shaping.

When I said "your language indicates the problem at Telus completely" I was using the language in the post, as a representation of how Telus comes across these days. I was not saying that I believed v9 was a Telus associate. He/She could be for all I know, but that isn't what I was attempting to shine a light on.

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ATTENTION @Blacksmith..latest reply. Welcome and thanks for posting back. 1) I'd to apologize for any inconvenient, caused by my answer. 2) I'm not a Telus-Agent,.I wish it,.Hu-ha! therefore I'm responsible for my own comments. 3) You take issues, when it comes to research a phone-brand-price,.etc. Before goto a Telus-store.

Don't take it wrong. But in your 1st post (Last paragraph you wrote): "When I had my most recent upgrade, I tried to find a phone that suit me, did the research myself and stuck with Telus" Conclusion research in advance it help to make an informed decision, we expect a Telus agent, would answer all the questions & then don't make a deal after 1hr. Unfair [y/n] 

Finally as mentioned by a Trusted contributor "NFtoBC" We're in this forum to help us ea. other and solve issues, related with Phones & Home internet..LetMe tell you're a good writer,.keep it neatly..STAY TUNED! @v9

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Thank you for the compliment, it was very nice of you.

Although I have the ability and technical knowledge to know what I'm looking for in a phone (as my career allows), other people don't have that opportunity afforded them, that is what I was referring in my original post on the subject. That is why these people need courteous, knowledgeable associates in stores to speak to. If, instead, they are in charge of their own online research, why do we need Telus customer service reps at all, as I've already stated.

This comes down to service. I believe Telus can do better, others obviously seem to believe there is nothing to be fixed. The question is, does Telus take seriously the detractors and try to fix that, or as I suspect, do they listen to those who aren't unhappy and keep going down the road they're on. Logic says they do both, but as has been the trend in the support industry, I doubt that will amount to much.