So I just spent 15 extremely frustrating minutes trying to get through to a live person using the Telus Phone system. Last night around 11 pm I tried to swap a couple of Theme packs and even though the new Theme packs were showing up on my online TV package summary they were not showing up on my TV. I figured that the swap would probably take place at some time the next morning but around 10 am when I checked the 2 new theme packs had not been added and the 2 theme packs that I wanted to replace were still showing. I had to leave for work but when I got home around 3 pm the issue still had not been resolved. So here's where the fun starts - I called the 1-888-811-2323 Telus number and once I gave it my PIN I asked for Customer Service but the response I got was " I'm sorry but I don't understand that request ". I'm thinking - WTH is going on here but I try again and get the same response. After the 3rd time I switch to asking for a Live Agent but again I get the " I don't understand " response. Now I'm starting to get really frustrated but try again 2 or 3 more times with the same response every freaking time. Finally I ask for Customer Retention figuring they could transfer me to the right department and what do you know - this time not only was I completely understood but I got transferred right away. Funny how Customer Retention was understood but Customer Service and Live Agent were not. The Theme packs were finally swapped but I dread dealing with the automated phone system in the future. Would it not make much more sense for Telus to have something like an " If you want to talk to a live agent then press 0 " option when customers call in ????
