Disappointed

2 Topics

Missed Appointments & Install issues
Yeah, so I’ve been dealing with TELUS for the past three weeks trying to get my fibre internet installed, and honestly, I’m exhausted. I’ve made 16 calls, spent over five hours on the phone, including being on hold, getting transferred, and waiting for callbacks, and I’m still in the same mess. Customer service has actually been great. The managers I’ve spoken to have been really helpful, and I’ve been patient and polite because I know it’s not their fault. They understand the frustration, and I appreciate that. The problem is the third-party installation technicians TELUS has hired. These guys have straight-up lied twice. They marked the appointments as “customer didn’t answer the phone” or “didn’t answer the door,” even though I have cameras around my house. I checked the footage, and they never even showed up. On top of that, they put in the notes that they stayed at my property for two hours, which is obviously a lie. They basically got paid for doing absolutely nothing. Meanwhile, I’ve had to take time off work just to be home for these appointments, only for no one to show up. And it’s not like I haven’t been flexible. I’ve had seven different appointments scheduled, rescheduled, and shuffled around because TELUS keeps calling me, saying, “Oh, we can move it up a day” But every time the day actually comes, nothing happens. To make it worse, when I did manage to get a technician on the phone, he didn’t even care when I told him what happened.I told him that TELUS called me and explained that they canceled my appointment because I supposedly didn’t answer my phone. So I told the technician that I did answer, that I had been waiting, and that I even had camera footage proving no one showed up. His response? “Yeah, OK, that’s fine and hung up.” No apology, no explanation, just complete indifference. It’s been almost a month of dealing with this back and forth,Has this happened to anyone else?
Orange3221
9 months ago Place Home Services
1.5KViews
2likes
2Comments
Extremely Disappointed with Service Delays and Lack of Support
I had a really frustrating experience with Telus recently. I signed up for internet at my new home and was promised it would be installed by November 21. They even scheduled a technician to come and set everything up. But just one day before the installation date, I got a call saying they couldn’t do it on time because the infrastructure in my area isn’t ready, and it’ll take another two weeks. This has been such a huge inconvenience for me. I work from home and absolutely need the internet to do my job. I asked them if they could provide a temporary solution, like a wireless modem, but they said no. I even suggested they give me a credit so I could use mobile data in the meantime, but they refused that too. So now I’m stuck with no internet for two weeks, and Telus hasn’t taken any responsibility or offered any real help. I’m really disappointed with how they’ve handled this whole situation.
mehdinaji
2 years ago Place Home Services
902Views
0likes
1Comment