Mis-selling and Poor Customer Experience
I am writing to raise a formal complaint about the mis-selling of your mobile and home internet services. On 27 Nov, I received a call from your advisor Farheen, who offered a mobile promotion and clearly said it was a Telus offer. She also discussed a home internet bundle and told me she would call back on 28 Nov to complete the setup. I never received any callback. To my shock, I later received an email and SIM card from Koodo, even though I was never informed that the service would be through Koodo. I opened the package assuming it was from Telus, as discussed. Additionally, the home internet plan given is not the same as what was explained on the call. The call on 27 Nov lasted 1.5 hours, and on 3 Dec I spent over 2 hours being transferred between departments without any clear help. This entire experience has been extremely frustrating and stressful. I trusted Telus, and this experience has severely damaged my confidence in your customer service.
Technician appointment
Telus scheduled an appointment for a technician to set up my wifi today (I am in a newer building, with pre-wired Telus setup), for some reason it is not working) from 11 am-1pm. No one showed up. I phoned Telus. I spent three hours on the phone, mostly on hold. The first agent said I "only supposedly" had an appointment, despite a scheduled appointment showing on my account online and despite me receiving numerous texts over the past several days telling me to be home during the appointment time or I would be billed $200. The agent said that in fact no technician had even been scheduled and dispatch had no technician to send out. I requested escalation to a manager, who put me on hold for an hour, then came back to tell me that a technician would attend today. It is now 5:30 pm. How late do technicians work? Why is Telus scheduling appointments that are no-shows? I note that this is an appointment to fix a new Internet service that was supposed to be activated remotely on August 1, but wasn't. I have been waiting every day since then for a Telus technician to show up (as promised by managers). Today was the first scheduled appointment, so I expected a technician to show up. There is no one to call, no one to help. What is going on with Telus?
Purefibre Internet Gigabit and Optik TV Install Nightmare
I'm having a horrible time getting my internet hooked up. Has anyone else had any issues with TELUS technician "no shows"? I have had 3 confirmed appointments booked in the last ten days and each time the technician has failed to show up. TELUS technical support has been no help. I think I've spent more time with them in the last couple of weeks that my own family. The only thing that keeps it fresh is that every time I call TELUS technical support it's like starting from square one. I have to spend ten minutes explaining all of the previous failures of the technical support team, then they apologize profusely, then they tell me the problem has been solved. When I realize problem hasn't been solved, I call back and we start all over. It's an exquisite little dance we repeat over and over again.