Unsatisfactory experience with Telus

[manman]

I am under corporate plan and I have placed two new orders with Telus back on November (Black Friday sales).  One order completed on December and the other not completed due to back order status.

Order # and order request has been emailed to me and I have called the centre to confirm serval times that my outstanding order is pending due to the phone is on back order.  After two months later, Telus told me that I am not eligible for the plan I chose.  I have not been informed because the “system” did not pick it up until the phone arrived.

Telus has been deceiving me for the past two months that my order went through and now they are saying no exception can be made. I have been misled for the past two months and now they are forcing me to join a plan which I did not choose from my original order.

[NFtoBC]

Corporate offerings and Retail offerings are different. If you are on a corporate plan, then you cannot avail of the retail offerings and vice versa. If you see benefit in one over the other, and meet the qualifications for a corporate plan, then you can choose either, but once chosen, you need stay on one path or the other. There are trade offs for either, but you can't pick & choose the best of both.

That your final confirmation was not completed until the phone arrived is no real surprise, as often the order is not really confirmed until the hardware is available.

[John4]

What kind of service is this ??!!!!!!!

[NFtoBC]

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@John4 wrote:

What kind of service is this ??!!!!!!!

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This Neighbourhood is inhabited by customers, just like you. We have no insight to Telus business plans, and no connection to the internal workings of Telus. We volunteer to share knowledge about Telus products and services which we have gained by experience or surmise. We are free to express our own opinions and comments, which may not always be in agreement with the ideals of Telus.

[manman]

Learn from my bad experience.. no more Telus!

[Milk]

This is totally unacceptable for such bad customer service to cooperate account/customer. Considering that the error and mistreat the contact on Telus side and providing no complement nor apology to customers, I will not recommend Telus to all of my friends, and network. I would suggest that customer to escalate and review this issue at their company cooperate level and exploring better phone service provider partner.

[John4]

What a joke !!

[4Justice · Accepted solution]

What a good services was provided by Telus?  Actually it can cause a court case, because base on the story it seems Telus was breach the contract....        “Action for damages for non-delivery    (1) Where the seller wrongfully neglects or refuses to deliver the goods to the buyer, the buyer may maintain an action against the seller for damages for non-delivery.” (Sale and goods act)

[Kit]

I think Telus should honour the plan as it was their own mistake to give customer the wrong impression that the deal had gone through successfully 2 months ago. If it was rejected back then, the customer could have other options and went for a different promotion plan. Customer has called a couple times and Telus has confirmed the order is accepted but just back ordered. It's Telus' fault and so should honour what they have previously communicated. As a professional and leading company in the industry I can't see why they can't. If it was for policy purpose their system should have detected that at the order time, not after 2 months.

[MikeyT]

I believe this was totally Telus fault and they should honor the original offer and compansate client for the stress and anxiety client has to go through. This is very bad customer service!