I have to say, the Telus Customer Service process is the worst that I have ever experienced in my 65 years. One would think (especially a customer that spent 30 years in a technology-related career) that a technology-related business would be able to leverage technology to improve every facet of their business. This certainly is NOT the case with Telus.
All I wanted to do was order a Telus SmartHome Security door sensor replacement for one that was accidentally taken to landfill by a contractor who was hired to replace that door.
I challenge anyone to try and do that through the MyTelus App, the Telus website, or the Telus Virtual Assistant. Believe me, I tried every avenue, as an experienced technology user, so that I would not have to wait in a ridiculous phone queue to speak to (hopefully) a human customer service representative that understood the products, that could understand me, and that I could understand.
NONE of the above methods provided me with a solution.
So, I reluctantly gave in to a last ditch attempt to get a hold of a human via the telephone.
I took me 58 minutes of several transfers and god-awful muzak to finally get ahold of a CSR in the "correct department" that was happy to assist me, and was in a position to do so. Although that young lady was likely getting minimum wage in whatever country she was working from, she was worth her weight in gold. She was polite, personable, knowledgeable, competent, and sincere. It may have taken another 30 minutes for her to get through everything that she needed to do in order to ensure that the door sensor was literally on its way to me, but by golly, she did it. With a smile in her voice. Making a very frustrated customer happy (relatively speaking of course). I did not mind those 30 minutes at all.
So Telus, it seems to me that you need to level-up your Customer Service game. Along with our Telus SmartHome Security system, my wife and I also have Business Mobility accounts. Thankfully, we have experienced very few issues with the latter. However, this experience has made me reconsider whether or not to continue doing business with Telus once our promotional obligations are satisfied.
The ball is in your court.
