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.
Ongoing Issues with Phone Order, Defective Device, and Customer Service
This is a long one because the situation has gone past frustrating and entered "ludicrously bad service" territory. Where to start? *Ordered a new phone early December online (first mistake, their webstore is AWFUL) *Couldn't order the case I wanted, and had to settle for one I didn't like *Took weeks to ship *Couldn't get the email with a label to send the old phone back when I did finally get it *4 hours on the phone to deal with it *Finally send back the phone after talking to multiple people *Am given a lame $50 credit for my trouble (I had to miss work because of this) *First day with the new phone, camera is defective *Call Telus, it course nobody can help me except the webstore, who doesn't answer their phone and takes days to respond to emails *Finally get to talk to someone, they apparently request a mailer with the new phone inside and a label to return the defective one *That was January 7th and have heard nothing since *Used chat to ask about the order today, was told "oh yeah I can't help you, I'll call you and transfer you to the webstore" *Had to explain multiple times what the issue was to this person *Sit on hold with the webstore for an hour *They disconnect me So I got $50 and a broken phone for my HOURS of time spent with these incompetent reps, nobody can give me any answers, nobody responds to messages or emails. Can someone st Telus tell me why exactly I should continue to be a customer? Because I have never been treated so poorly by a company in my life and has soured me so much on Telus that after this term I will probably never buy services from them again, and I have been a Telus customer in some capacity for over 20 years. Totally disgusted, frankly.