Bamboozled by Telus loyalty

[Jacsprat]

When renewing my internet/tv/security in December, the ‘team leader’ told me I could get a doorbell camera, $2 a month and they’d reduce my other plan by $3. Since then I have had 3 non-working cameras.  The first 2 were sent back, to which I then received a $575 charge for them.  On hold up to  5 hrs, resolved.  A new camera was sent, we installed this week, it did not work.  I phoned support several times. Called loyalty to ask for a way bill to send back and forget Homeview.  She said, after the scripted apology, I can offer you this ma’am. $15 for a new camera and installation. I replied,  I just want this one cancelled, returned and no Homeview like before the December renewal. Nope couldn’t be done because I had 33 months left on my Homeview plan. The new smart home automation plan was the only recourse without paying out Homeview plan to a tune of $370.  The clincher was the new plan was $15 a month not $15 as she has indicated 10 minutes prior.  But now I could get a camera, and two other shiny new things with it. I told her to play back the recording of our conversation, but she said she could not do that.  If it was that easy to get this new Smart Home Automation plan surely reactivating Homeview would be easy too. I told her I’d keep the defunct doorbell in the box and keep paying $2, it would be overall cheaper and I’d keep my sanity.  Nope, couldn’t do that, she told me.  Tech comes Monday, I pay more for something I don’t even want.  To summarize, 3 non working cameras, no recourse to get out of the plan, their error has now cost me an additional $15 a month under contract. As an aside they even sent out a tech for the wrong product the other day,  he scratched his head and wondered why he was there.  Me too.   As an aside, for my trouble I got a $50 credit.    That makes me feel so valued as a 10 year customer.

[Psyex]

I have been there. My Telus security included a doorbell cam, a Garage Door Opener, and a Thermostat. With me all the components worked, it was the installer that was the problem. It took him 8hrs to install my garage door opener, my furnace he rendered non-working and when he did acknowledge that it was not working he tried to say it was already like that, it was summer and when I pointed out the air conditioned room he was in was getting hotter, he then put the old thermostat back and the furnace still didn't work. He told me I would need to contact a furnace place and get fixed and bill it to Telus. I was also told that the power source for the Doorbell didn't work, oddly he pushed the doorbell when he got there but it somehow wasn't working. I figured that perhaps the power source was not of the right wattage but he told me there was no power at all. So in the end my Furnace didn't work, and I had no doorbell at the end of the service, but hey my Garage door opener worked. I noticed after he left he had not put my doorbell back and my original doorbell was nowhere to be found. I pushed the wires back and my doorbell rang, hmmm.... seems like power to me. I installed the doorbell myself in minutes and low and behold it works. I next had a look at the furnace and it was dead, lucky for me my former neighbor was a furnace guy. I called him and he said there was a fuse on the motherboard likely blown and told me how to change it out. My Furnace now works. I had to do a bit of rewiring but I also got the Thermostat working properly annnnndddddd now Telus charges me for the service that I had to install myself. My point is maybe it is the people doing it.