Service Difficulties

[WallyZ]

Here’s my experience:

Have an order on its way now in transit.

Spent 8 hours on the phone over 3 days trying to get a device change on the order before it was shipped.

Was transferred multiple times to multiple teams and agents with a promise of “a message will be sent to the winback team” for call back.

Did not happen.

It appears now the only option is to return the device via courier and the existing plan may be forfeited.

I’m not sure what else to do and still not sure why it cant be exchanged for a different brand of phone at a store.

Are there any other options?

[WallyZ]

Oh and I just noticed part of my address is missing on the courier delivery  notification …

perfect ..

[TELUS_Support]

Hi @WallyZ - for changes to an order you need to speak with the webstore team for assistance. Now that the device is shipped you should be able to work with the courier to reject the shipment if you changed your mind, or accept the shipment and then perform an exchange. Let us know if you need assistance

[WallyZ]

Thank you for the reply! 
The shipment was delayed but did arrive. Finally spoke with someone in Loyalty and arraigned a return/swap at a authorized dealer. They had to replace the winnack plan with a full price temporary plan. Now waiting for the Loyalty team to replace that very expensive plan with the original winback offer. That is supposed to happen Monday. My question is would the cancelation date (if needed) be the original contract or this new temp contract. I might need to return and cancel if the team does not lower the price of the current plan.