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SaitamaReborn
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Re: Another day dealing with Telus support...
So just to sum up the time from first point of contact to product delivery: Wednesday March 12, 2025 to April 2 ... exactly 15 business days / 3 weeks The really great stuff: C_Fun, Forum tech support (5-stars) Ken, Escalations Manager (5-stars) Abhishek, Tech Site Installer (5-stars) The really bad stuff: The tech not showing up for the appointment... without any kind of notice that the appointment was not going to be kept Member Retention failing to do any follow up... promised to call me back and never did (wow, way to send a message about my value as a customer). Whatever process kicked in after C_Fun took over my issues ... it should become the standard. There clearly are really good folks at Telus ... who really know their stuff... I hope Telus appreciates their hard work. Big thanks to C_Fun, Ken, and Abhishek (and all the folks who support them)! 👏2.2KViews0likes1CommentRe: Another day dealing with Telus support...
Success! Abhishek called me in advance and he managed to arrive an hour early, which was very welcome. He was friendly and forthcoming... then got straight down to business. It didn't take long to upgrade my existing 1.5Gbps line to 3Gbps... some tweaking to hub in my garage... and then it was just a waiting game for the backend control service center to enable the 3Gbps service. Seemed to only take him 15 mins to tinker with the hub and 25 mins of just waiting for the callback.2.2KViews0likes0CommentsRe: Another day dealing with Telus support...
Spoke to Ken the manager of escalations today (he was my first contact on Tuesday, March 25th), he was unable to move my tech appointment any sooner than the original scheduled date of April 2nd. This is totally ok by me, I am just hoping the tech actually shows up. Ken mentioned he would follow up with me on April 3rd after the scheduled tech. Thank you Ken for taking the time to specify an action item and then provide follow up, very much appreciated. 👍2.4KViews0likes0CommentsRe: Another day dealing with Telus support...
Nope, I apparently heard wrong over the phone (at lunch)... The Appointment is set for April 2nd between 3-5pm I rushed home for nothing. Which was why I specifically asked NOT to be contacted during this time 😠 Anyhoo... here we are. March 12 asked to INCREASE services. April 2nd is the tentative date for those services (Im not going to hold my breath) I cannot blame the phone or forum contact folks, it is really the managers and exec team who allow this pathetic level of service to continue as a representation of the Telus company at large. IMHO, there should never be a barrier for new customers to join OR existing customers to increase their levels of service. Signing contracts, subscription-based services should be an extremely high priority ... it just does not make any business sense to roadblock money coming in. I can only speculate that the Telus exec org is filled with a bunch of "cover your butt" and "yes" people who are all incompetent at what they do ... and someone high up really needs to clean house because this level of incompetence is unsustainable as a company.2.5KViews0likes0CommentsRe: Another day dealing with Telus support...
Ooops... last line should have read: Tuesday March 25, telus forum assistance... waiting for escalation contact Update: Spoke to the Escalation Team manager at lunch. He stated that the tech "could" be by 3pm-6pm (PST) today. I will be leaving early from work to make this appointment. Notes: From my contact with Telus support (here), I was asked: "the best time you can be reached during the day?" where I replied with a list of available times: Tuesday: 9am-11am, anytime after 3pm Wednesday: 10am-11am, anytime after 4pm Thursday:9am-11:30am, anytime after 3:30pm Friday: 9am-1pm, anytime after 1:30pm Saturday and Sunday: all day For some reason, the escalation manager contacted me at 12 noon lunch today, right in the middle of a business lunch (!). So yeah, I could have ignored the call, just would have appreciated my time schedule being respected since I was asked when a good time would be.2.5KViews0likes1CommentRe: Another day dealing with Telus support...
An escalation has been raised for my issue. I've given them the exact times when I am available. I'm waiting for them to contact me. I will update this thread as this progresses. I would hope someone up the Telus executive chain can understand how frustrating this is... this started off as a customer trying to INCREASE the services... and is turning into sheer pain Timeline so far March 12, 2025 was the first day of contact with Telus. March 14, phone contact with sales... install to occur on Wed, March 19th, no show for tech install ... no info given March 20, phone contact with member retention... said will call back but never did March 26, telus forum assistance... waiting for escalation contact2.5KViews0likes0CommentsRe: Another day dealing with Telus support...
Nope, no help. I wanted to exhibit some patience... some empathy on my part that Telus reps might just be swamped... but alas no reply. Doesn't seem to matter to Telus what I need... I can't give them money or take it away. At the very least if they had ANY sense of customer service I would get a reply on my status. ie. Sorry for the inconvenience, but we are very busy and will get back to you by <some explicit timeframe> ... even if that time was far in the future... rather than "I will get back to you" ... and ... nothing. Its just a black hole ... talking to an actual live person did not help. At least with Rogers they when they tell you they will get back to you, they do. I will try replying to the private message. If that fails, I will just talk to Rogers and have them deal with Telus on my behalf... Im sure they will be glad to convert me for a 2 year contract.2.7KViews1like4CommentsAnother day dealing with Telus support...
... another day of complete let down. I've wasted enough of my time with them. I'm trying to cancel all my services and switch over to Rogers. My contract is all done and this was the opportunity to renew our relationship. Sadly, my initial request was for upgrades and a 2 year contract renewal... but this apparently does not warrant any action to be taken on Telus' part. Spoke to an actual person (again)... promised to call me back (again) ... and no one has contacted me. Apparently Telus does not want my business. This is me trying to "give them my business"... I can't imagine how this might play out if I had an actual problem3KViews1like15CommentsRe: Missed Appointments & Install issues
Missed appointment here... can't comment on any install issues since "no-one showed up" 🙄 I scheduled my appointment with a human being... agreed to pay more money for more services... so one would think they could actually follow through... as I was being the ideal customer "just take my money" 😆 I got text messages with all the steps I need to do before the tech arrives, so I ticked off the list and waiting for the 5-7pm time slot ... anxiously awaiting the phone call 15-30 mins before my appointment. 7:50pm: No phone call, no text message, no email, nothing. Just a plain "no show". Wow, what incredible POOR customer service! apparently my time is worth nothing, so frustrating 😠1.2KViews1like0Comments
