Bad Shipping Address - Can't Get My Phone
I've been a Telus customer for over 20 years. On Nov. 22, I ordered a new phone and plan, as my old one was due to expire, and I was on the buy it back program. On Nov. 24, I received an email indicating my new phone has been shipped via FedEx and provided a tracking number. On Nov. 25, FedEx called me and said the shipping address was invalid and to call them. Over the next couple of days I spoke to FedEx three times; the shipping label Telus provided only had the city and province on it. I tried to correct the address, but FedEx was not able due to restrictions that Telus put on the shipping. I asked for FedEx to send it to one of their outlets near me and I would pick it up in person. FedEx was not able to due that due to the shipping restrictions put on it. FedEx then informed me that only Telus can fix the problem. I still don't understand why FedEx would not have contacted Telus directly to resolve the problem, instead of involving me. Since then I have called Telus five times, and they either have refused to fix their problem, or said they have submitted forms to correct the issue. Every few days go by and no updates, package still stuck at FedEx. Finally, I receive notification from FedEx that they are returning the package to Telus as undeliverable. I contacted Telus one last time and wanted them to send me a new phone. The person I spoke to finally confirmed they would do it, and submitted forms for that to happen. I was supposed to receive an email when the new order is processed and shipped. Well no email has been received, and now I will need to call Telus again to try and get my new phone. It's been almost a month now, and I am now getting a notification that if I don't return my old phone soon, I will not get credit for it under the program. I am hoping someone at Telus will respond to this that can actually solve the problem, because I'm fed up and prepared to walk away.
Shipping label to return device takes days to receive??
Hello, I'm getting frustrated with Telus as a simple email apparently takes days to receive. I have an old phone that needs to be returned under their bring it back plan. I went to one of their physical store and was told that they can't help me because I ordered my new phone online. The person "sent" me the email with the shipping label to help but I haven't received any email with attached shipping label. She told me that I should've received the shipping label already when my order was processed. None was sent to me. I called *611 two times. Both times the agent "sent" the shipping label emails to two different emails of mine. But still no telus shipping label was found in any of my emails in both circumstances even though they wait for me receive it. The second agent I talked to said he physically can see the electronic shipping label but gave me a reason that due to black Friday coming up, telus has lots of orders and processing is taking some time for the shipping labels to get sent. He assured me that within 24 hours I will get the shipping label. I told him straight up that I don't believe him because I was told the same during my first call. Now my concern is in this day and age, emails do not take days to be received. Under telus' bring it back plan, users have 30 days to return their old device upon receiving their new phone. I feel that I've been getting the run around and eventually will get charged for not returning my old phone. My phone is packaged and ready to go. All that is missing is this mysterious, hard to get shipping label. I feel that I'm going to call telus support again in the next few days for the same issue. How long does it take to receive shipping labels to return phone? Is there another way to further escalate this issue, just to get shipping labels, because the phone agents are not of help. All they say is to wait. I'm afraid that I keep on waiting but eventually get charged for keeping the phone.
BEWARE of Bring it Back
First of all, I had been on the Bring it Back program for YEARS. Suddenly two years ago I was charged the BIB amount after returning my phone. So the credit covered the fee which had never been charged before. In the end the rep figured out that somehow my account changed my account to just a trade in. But after 2 months a smart human realized it and fixed it. Fast forward to this year and guess what....it's happening again and not a single agent (when you can get ahold of one) knows what they are talking about. My husband is on BIB and has never had a BIB charge...yet here we are and I keep getting them. Will be moving all of my services tomorrow and returning the BIB device right away. Waste of 12+ years, countless hours on the phone/email and Telus does not care that they are losing 9+ lines of business phones and then also home services.
Bring-it-Back Issues
Bring it back is an extreme scam of a system. There’s no notifications about it ending, there’s no notice or flag for it ending nothing. We realized that our Bring it Back contract ended last month and tried to get a new phone today (17 days past) to be told we are past the 30 days. The charge hasn’t been added to the account yet but will appear next bill. Only option was to “trade in the phone for less then the owe amount and lose about $100” Customer service is a joke, this service is a scam.
Connection fee removed
My mom and I have been Telus customers for the past 20 years. Recently we moved from having our phones under her name to under my name because of a corporate plan. The staff in store said they couldn’t waive the connection fees for both of us and that customer service would have to instead. We’re loyal customers and need some help getting this done. Our bills go up every 2 years. I think it’s reasonable to ask to have it waived.
Telus Bring it Back - No Credit back
Hi there, My husband and I upgraded his phone via the website back in May. We were charged for his old phone but when speaking to someone online (after being told by our Local Telus store to call - they were kind enough to give us a shipping label), were were assured we would receive the credit back after sending his old phone in. The phone was sent out May 20th and received May 21st with a signature. Canada Post's website made that easy to track, so I have pdf copies of the shipping confirmation and receipt confirmation. We figured that we might not see the credit for June's bill but were surprised to also not see it in our upcoming July bill. I have been a Telus customer for a very long time, brought my husband on board with Telus, and as my children are growing ensuring that we use Telus services for them as well. We pay a rather large bill each month so I feeling deflated that we've gone through all this trouble. Help please!Bring It Back Shipping Label never sent
I recently upgraded my phone 1 month in advance of my 2 year contract ending (which I was fine with as I wanted to get ahead of tariff-inflated pricing). However, all the messaging says that the shipping label to return the old phone would be 1) emailed to me directly and 2) be available on My TELUS account if needed. It has been a week since my new phone arrived, and I have yet to receive a shipping label in my email, nor can I find it anywhere in the My TELUS app. If it is there, the UI/UX is awful to navigate to and should be fixed. I had to use Virtual Chat to set up a call back for me in order to speak to a person. The first person promised I would get the email within a few days, but I had to do it again to have someone actually look into why I'm not getting my label and stay on the line until I got the shipping label in my email inbox. Telus, FIX THIS! If you offer a program to have people bring back their phones to avoid charges, it has to be easy. Also, Amazon has a system where a QR and the item you purchased are all you need in order to return an item at places like Circle K. I feel like this could be a simple alt with your physical stores that are everywhere! I should be able to bring this code, bring my phone, and the store then sends back my phone. I just got my code, so I can ship it back now, but this whole process needs to be fixed. Have a button on the steps/instructions in My TELUS that allows people to request their shipping label. It shouldn't be this hard to get a person on the phone TWICE to get something that was supposed to be automated.
