loyalty

3 Topics

Why Even Call Me?
I just received a phone call from someone at Telus overseas, asking how I was doing. I said "Bad" as my bill increased out of nowhere in March. Peewee agent proceeds to completely disregard my response and reads his script, "we wanted to make sure everything is going well" I replied, "No, I just said it was going badly--" And was immediately hung up on. Telus. Up your game. Contact me immediately, correct my bill, provide a back-credit for this unprecedented increase, and another credit for this ludicrous level of professionalism (none), or I will be calling Shaw within the next 24 hours and leaving your joke of a service.
thedavidjames
5 months ago Place Home Services
178Views
1like
3Comments
Issues with Offer Redemption and Customer Service
I've been with Telus for almost 12 years and have ALWAYS had stellar service from them. Both reasonable and human, but now Everytime I call, nobody seems to have any authority at all even "at the highest levels". They keep saying "let me check what's available in the system" and it's always poor offers. There was one guy that sent me a good offer and said it can be redeemed in-store or online, so I drove half-hour to the Telus store and they could not redeem it, told me to come back the next day. Went back, still could not redeem it. I had to call in again, stuck on hold forever, and then was told they cannot honor the offer they sent. I argued for quite a while and then finally had to tell him that if he didn't honor it, I would report Telus to the regulatory body for telecommunications in Canada, which suddenly made him want to figure it out. He said he'd call me back at 5pm the next day and he didn't. I had to call in again (another hour at least on the phone), and he finally made the offer work. I told him that the offered stated I could redeem in-store and that I drove in twice at Telus's recommendation (half hour one way x4 =2hrs) and sat in store for about 45 minutes each time not to mention hours on the phone trying to redeem this one offer. He replied with "this was a very complicated situation, I had to manually do the whole thing and I came out successfully, so no I cannot do any more than that." So basically, the guy from telus complained that he had to figure out how to honor the offer they sent me, and then wouldn't reimburse me in the slightest for my 2 hours of driving, my time, or my aggravation. On TOP of that, the offer I received stated in no uncertain terms "you are eligible for family discount." It does not say "terms and conditions apply" or "please confirm eligibility with an agent" or anything of the sort, it is written as a pre-evaluated statement that I AM eligible. Again, Telus will not honor that. I hope someone in the management team reads this. I've personally been with Telus almost 12 years, brought my wife over from Eastlink, brought my grandmother over, brought multiple family members into Telus by sharing promotions that I've seen, and that does not seem to matter to them at all. If things don't change soon, I may as well just finish up my contracts and go find another service provider.
Stephen4
12 months ago Place Mobility
2.5KViews
1like
4Comments