I am writing to share my frustration with the service I received from TELUS regarding my home security system. The entire experience has been extremely disappointing, and I feel compelled to share my concerns.
First, after encountering an issue with my security system, I sought assistance from TELUS. Unfortunately, the service from them proved completely ineffective, leaving my security system nonfunctional for nearly a month. In desperation, I escalated my complaint to the Escalation Manager and was assured that a technician would be sent within a week. However, no action was taken.
After waiting another two weeks, I was finally informed that my security system was outdated and required replacement and that there will be additional charge for upgrading and for technician visit. This information could and should have been communicated much earlier in the process, saving me considerable time, effort, and frustration.
Given this poor handling of the situation, I ultimately decided to cancel my home security service with TELUS. Additionally, I shared my experience on social media to warn others about the challenges I faced.
This entire ordeal reflects poorly on TELUS's commitment to customer service and reliable security solutions. I urge you to address the systemic issues that led to this unsatisfactory experience. It is imperative that your company improves communication, expedites problem resolution, and better supports customers facing critical issues with their security systems.
