Responses are terrible to alarms

[dkpickrell]

Twice in the past 5 months we have accidently tripped our home alarm system.  Both times it took up to 2 minutes to reset the system and in that time there was no response by a Telus security person to verify.  I tried calling and got frustrated with the ridiculous wait times.

With AlarmForce, we had a person on the system speaking right away if the alarm was tripped.  Within maybe 15 seconds.

At this performance level, the Telus Home Security is useless.  Been waiting 20 minutes on hold so far while I type this. 

Wish AlarmForce was still an option.

[TELUS_Support]

Definitely not the experience we want our customers to have. Were you able to get through to our SmartHome team to discuss this?

[dkpickrell]

No.  Impossible to reach help at Telus.  Out of concern for the lack of response, we are not going to renew our contract in October when it comes up.  Telus needs to understand it is easier to keep the customer you have then get new ones. 

[dkpickrell]

No, in fact my contract comes up in October and I will not be renewing it.

David

[TELUS_Support]

Sorry to hear that. We can always discuss further if you'd like. Feel free to send us a private message here if you ever want to discuss options and we'll be here.

[jackrabbit000]

Same thing happened to us.  Cancelled our Home Security when our contract came up.  They told me that there was a $10.84 early cancellation fee. I told them I’ve been with ADT/Telus for over 30 years and the guy talked to the supervisor and they cancelled the cancellation fee.  Received my next statement and they still charged me the $10.84.  Paid it because it’s a waste of my time to call them, just wanted to be done with these guys.   

[dkpickrell]

Agreed. Would like to do business with Telus as they are Western Canadian company, but I think Entwistle has lost touch with what made Telus good years ago. Customer service.

[dkpickrell]

Took 55 minutes to reach an agent on phone.  When I said I wanted to cancel they asked why?  Cause I never get calls when my system goes to alarm and I can never reach anyone at Telus without lengthy delays.  "Can we offer anything....." NO.  just cancel.  Done with Telus.

[dkpickrell]

So I asked if I would get an email verfiying that I have canceled service.  "Oh yes, I will send that to your email on account".  2 weeks later and nothing.  Thankfully all the gear is in a box ready for them to pick up.  I switched to Ring and it was totally DIY.  During the practice period the responses were really quick to alarm actions.  Yesterday we set the smoke detector off while cooking and within 10s had a call to verify the alarm.  Now that is what I expected from Telus and never, ever received.