Not Satisfied - No new TV box in nearly 2 months

[Lyndajgibson604]

I have tried since early November to get a tv box replaced that stopped working. Today I am on my 4th attempt. Each time the help desk swears it is on its way....it doesnt arrive....no one calls so here I am. There is something wrong with the address they say BUT I live in a standard apartment building in Vancouver where you did my install. I will be moving my account shortly if I cannot get this resolved. 

[Lyndajgibson604]

Dear Telus - you called from utside Canada again to for the 5th time to get my address which remains the same. Same call center - same zero accountability or ability to answer my question as to how this time will be different. Please respond re escalation process.

[Zman2k2]

@Lyndajgibson604 

Not saying this is the answer, but Telus usually ships with Canada Post.  With the recent strike, there is an enormous backlog.  Maybe?  I know that doesn’t help you in your current situation, maybe ask if they can ship via another carrier?

[Lyndajgibson604]

Hi. Thanks! The first attempt was November 7 and I assumed that was a Canada Post issue. But the now 4 times they continue to say they have the wrong address for the courier. They don’t have a wrong address - they have a messed up back end system and no desire to fix it. I had the 5th call this morning - same call center, same problem statement and no answer as to what they are doing differently today will result in me getting a replacement box. Still no escalation process to be found. I will wait till after the Xmas rush and move to Rogers.

Cheers,
Lynda

[TELUS_Support]

@Lyndajgibson604 We'd love to look into this for you. We'll send a private message your way to collect your account info.