Delivery issues with online Mobility upgrade
I decided to upgrade my phone online as I was due for a new device in June, and the deal online was very good. There was no option to pick the device up in store, and I did not see any warning while placing my order that online orders are to be delivered during business hours ONLY. If I had known that, I never would have placed an online order as I work Mon-Fri I can't take time off of work. Ordered new phone on Tuesday, it was shipped Wednesday, FedEx attempted delivery Thursday & Friday during business hours- again, I did not realize they would only deliver during those times. On Friday, FedEx sent the phone back to Telus Calgary. Spoke to Telus customer service on Friday, she said once the phone is returned to the warehouse and processed the order will be cancelled and I can re-order the device/plan I originally chose, and select pick up in store. On Tuesday the phone was delivered back to Telus. The following Monday (June 8) I emailed telusorders for an update on the phone. Then I called customer service 1-866-488-2709. He said he was going to check with the warehouse on the status of the phone. He called back, said they haven’t inspected it yet for the return process. He said no I cannot order a phone online and pick it up in store. First 2 reps both told me I could. No control from Telus over courier delivery time & day. FedEx won’t let me change pickup point online on my end. He said to try contacting Telus again in 1-2 business days after the return team has inspected the phone. Wednesday June 10: over 48 hours since I emailed Telus order team, no response. Order still says “shipped” on order tracker. I need to return this phone by June 26th or pay the owing amount on my bring it back plan. Two business days later, there is no update, no email from the order team, and I am still without the phone I tried to upgrade to over two weeks ago. To say that I'm unimpressed, disappointed and frustrated as a customer of 7 years is a massive understatement.
Sensor Replacement Instructions Wanting
I recently had my Telus home security upgraded. The upgrade process went well. A couple of weeks later I received a report that a sensor was not working. I contacted tech support who walked me through troubleshooting steps. It was determined that this new sensor was faulty and a new one would be shipped to me for me to replace the sensor myself. There are several problem with this process There is no expedited shipment. It took over a week for my new sensor to arrive. During that time I was exposed with one door not protected. A more rapid shipment process would be more appropriate. The instructions said to start by reading the instructions in the sensor box. This turned out to downloading a PDF. Note for seniors, view the PDF online with magnification. The font is very small. The PDF instructions have you putting on the double sided tape and mounting the sensor and magnetic. Fortunately, I'd read ahead and knew there was a device id on the back of the sensor which was needed for 'pairing' the sensor with the control panel. This means the pairing must be done before the sensor is physically installed. If I'd followed the steps I would not have had the device id which would have already been mounted requiring removal of the sensor. No where was it mentioned that to activate the sensor all you need to do is pull the plastic tab out. All the instructions seem to assume the installation of a battery. So, there is a least one big problem with the steps in that the device if is not recorded before installation. Telus I'd recommend someone review you instructions, for both app based and control panel based, installations.
Cell Phone Delivered and ACCEPTED at Wrong Address
I ordered a new cell phone last weekend and it was sent out for delivery this week. It was "delivered" yesterday (June 7), however it was sent to the wrong address and was given to someone via "verbal signature". I'm not sure how someone can sign for my package, even verbally, without having to show some identification to prove who they are. I double checked my confirmation e-mail and my address is correct. There error seems to be with the courier and I have created a service ticket. Has this happened to anyone else? I'm worried I will not receive my phone but still be on the hook for my plan...
