I contacted Telus customer care on November 8th regarding a security camera I added to my package for an additional $6. The camera was faulty upon arrival, failing to connect or respond to the installation steps. The call lasted nearly two hours as I explained the issue and requested assistance. The representative informed me that a technician would need to install it for a $200 fee. I declined, opting to return the product and remove the additional package.
However, I was transferred to the loyalty department after a long wait. The loyalty staff assured me that a technician would visit for free since the camera was still under warranty. They scheduled the visit for Saturday, November 16th, between 5 PM and 7 PM. Additionally, they credited $20 to my account for the inconvenience. I was satisfied with this resolution.
Unfortunately, no technician showed up on November 16th. When I followed up on November 19th, I was shocked to learn that there was no record of the previous conversation or the promises made to me. I requested the retrieval of the call records, and the team assured me that a manager would reach out.
This experience has been a nightmare. I’m extremely disappointed with Telus’s handling of the situation and their apparent lack of accountability. If their system fails to log critical conversations, it raises serious concerns about their technical reliability and customer service practices.
