Telus Puts you on Hold and disconnects

[Pookie25]

How can a company that says it is a Communications Network have such awful communications record?  They ask for your number to call you back if they disconnect, and then they disconnect and never call you back.

This company has the worst customer service EVER.

[TELUS_Support]

Definitely not the experience we want for our customers. We'll send you a private message to discuss.

[p0whiteley]

They certainly do this. Representatives and even managers also say they will call back, but half the time (at least) they never do. Thoroughly disappointing.

[Rocky3]

When "they" say they will call back,"they" should be saying someone will call you back, maybe.

Remember, "they" are not in Canada. The few left here cannot handle all the calls back needed to be done. Customer service is broken.

Telus_Support does have humans, however whenever I see 

"Definitely not the experience we want for our customers. We'll send you a private message to discuss." I think Ai has replied.

[p0whiteley]

I know this isn't what you're talking about, but Telus also has the most hilariously inept telephone chat bots I have yet encountered (and I also deal with Rogers voice chat bots and those of several major banks).

Today the Telus chat bot ended a call with me, apparently reacting to the cheerful tone I used when it said it would connect me with a representative - it had "decided" that my issue was already resolved and ended the call without connecting me to anyone. 😜

[TELUS_Support]

Have you been able to get through to our team since posting for assistance? If not, or if you're waiting for a callback, let us know and we can send you a private message to discuss further.

[p0whiteley]

No, I have not received a call back.

[TELUS_Support]

Alright, we'll send you a private message!

[TELUS_Support]

This is incorrect. We don't use any AI on the Neighbourhood whatsoever. Please keep replies constructive, and once again reference our House Rules at https://forum.telus.com/t5/Neighbourhood/TELUS-Community-and-Social-Media-House-Rules/ta-p/116293. Specifically the section 'Be constructive and don't misinform.'

[Rocky3]

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@TELUS_Support wrote:

This is incorrect. We don't use any AI on the Neighbourhood whatsoever. 

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The bolded is very good to know, thank you. I am sure many will also be happy to hear this.