courtesy phone

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katm
Neighbour

Someone walked into my office and stolen my belongings and my brand new S8.  I called Telus immediately once I found out what had happened.  Although my phone was just less than a month old.  Telus refused to do anything as replacement.  All they suggested was for me to get used phone.  Not impressed. I guess since I just signed a 2 year contract, they didn't care anymore.  I am stuck with them for 2 more years

Community Power User
Community Power User
@katm Sorry to hear about your phone being stolen. Unfortunately like all companies Telus or any other company for that matter doesn't offer a "replacement" for theft directly.

You must file a police report and file a claim with your insurance company. If you purchased your device with a credit card they usually have theft coverage, but only if the device was purchased in full. Some insurance policies wave a first time claim depending on your insurance provider (if you have one).

Hope your place of employment has security cameras at the very least. Maybe they can track this person down.

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katm
Neighbour

thank you. I have already given the security footage to the police.  VPD had been honest with me and said that I will probably never seen my stuff again.  That includes my house keys, car key, something very sentimental to me..  They also used my bank card 3 times with flash... Hopefully TD will reimburse me soon.

TELUS Employee
TELUS Employee

That really sucks I'm sorry to hear that Smiley Sad . It's not that Telus doesn't care. Telus is a business. It's the whole "not responsible for lost/stolen items" clause that every business has. It's no different than if someone purchases an engagement ring that's $1500 in lump sum payments from the jewelry store and it gets stolen within a month. Although it's a terrible situation and you may have been a long time customer of that jewelry store. They are not going to give you a replacement ring. The third party insurance you would have needed to be covered for lost/stolen coverage would have been $13 monthly. You would have also paid $225 to then get the replacement phone which would have been refurbished. Not new. So you're then doing 23 months of your contract with a refurbished phone. $225 is still cheaper than the $600 buy out you're probably sitting at and the $320 upfront cost of a new one, if you wanted the same model but, depends how bad you wanted the same model again I guess. Have you spoken to the loyalty department? I'm sure they'd be willing to help you with some of your repayment as it's an exceptional circumstance Smiley Wink

Mobility Client Care Rep
Dark_Knight
Rockstar

@katm Did you happen to purchase your S8 using a credit card? Some banks' credit cards cover theft and/or damage of devices like this. Something to look into. Smiley Happy

iPhone power user
katm
Neighbour

I am not asking Telus to give me a new phone for free.  I called Telus twice and spoke to 2 different CSR.  All they told me was there is nothing they can do for me, I can get a used phone with Telus or private.  During both conversations, there is no one mentioned that i can talked to Loyalty or anyone else.  I know I can talked to Loyalty if I wasn't happy with the plan or rate.  They should have suggested to me.  I have been with Telus since 2000.  I have never lost or broken a phone, that's why I never thought I need to get insurance for this one. 

katm
Neighbour

yes, it was purchased with my TD visa.  I have home insurance and they will cover the replacement of the phone and my other belongings.  Just the inconvenience, I had no phone since Saturday and people can either get hold of me only at work or at home

Community Power User
Community Power User

@katm wrote:

and people can either get hold of me only at work or at home


You say that as though it's a bad thing!     Robot Happy  Some of us don't mind being the peace & quiet of being out of reach at times!

 

NFtoBC
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Community Power User
Community Power User

@katm wrote:

  I have home insurance and they will cover the replacement of the phone and my other belongings.  Just the inconvenience....

 


Now that you have opened an insurance claim, you should be able to pick up a phone at your convenience and add it to your claim.  While I understand your frustration of being without a phone for some days, it is an issue that many have needed to address in one form or another. The best any of us could suggest would be to buy a cheap phone in the interim, or borrow one from a friend - lots of folks have old phones kicking around. This at least would get you through the period until your S8 was replaced. 

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TELUS Employee
TELUS Employee

Yeah that is a poor experience for sure. Well, I'm not sure they would have or could have done anything but, it would not have hurt to talk to them. I have seen them discount the remaining device to try and help out the customer especially since it's so early in the contract and  you have such a long tenure with Telus. It would still be several hundred dollars but, better than the $600 + the upfront cost of the new phone. I'm surprised there wasn't more willingness to help from the reps you spoke to. 

Mobility Client Care Rep