Business Line Support Process Frustrations
I've seen through the forums that many of us have the same problem. 1 - We experience an issue with our telus business line so we go to the technical support page. We spend time to explain our problem and then submit the ticket, we then experience the first problem. It also wipes our forms so if we didn't save our information, we lose it all. 2 - We go to the chat to explain our problem to the AI. The AI is confused and doesn't understand the issue, when we also explain that the problem is we can't log a support ticket. It gets more confused. 3 - We finally admit to ourselves we have to call the Telus Business Support Line. We experience the AI problem again, in circles it goes - if it mishears you - it goes on a tangent about changing plans. You need to call back, speak with purpose and when it understands you need technical support - it begins its troubleshooting. NOW thats a nightmare. Especially if you're a engineer. 4 - The final boss. You get put into the Telus support queue finally. The IVR then lets you know, there is over an hour to wait. No option for callbacks, just wait and then sprinkled within the IVR is letting you know about upgrades. If I knew this was the level of support I would be getting on a business line. I would have just opted for a consumer line, I truly regret the decision to move to Telus 3 years ago and when the contract comes up for renewal - I'll be moving unless something changes.
