Vivint to TELUS SmartHome: Complete downgrade, do not switch over!
I had a paid off Vivint system. I agreed because TELUS represented the replacement as an “upgrade” and a “1 to 1 replacement.” That is why I allowed my existing equipment to be removed. After install, I learned that not only am I tied to a 3 year contract, but the recording setup was not equivalent. My Vivint system had continuous recording through equipment I already owned. TELUS told me I would need microSD cards in each camera to approximate that function. This is a downgrade sold as an upgrade. There are more examples of how this system doesn't meet the mark. I escalated. TELUS said they would review the call recordings. They also pointed to the 30 day cancellation window, while telling me I would need to remove the TELUS equipment myself and return it by Canada Post. So TELUS gets weeks to review its own sales calls, but the customer’s cancellation clock keeps running. My questions for TELUS: Is this actually a functional 1 to 1 replacement for legacy Vivint systems with continuous recording? Were customers clearly told before installation that continuous recording may now require separate microSD cards per camera? What exactly happens to paid off Vivint equipment after the swap? If TELUS misrepresented the replacement, why is the customer responsible for removal and return risk? Will TELUS pause or preserve the cancellation window while it reviews the call recordings? Will TELUS send a technician to remove the equipment if the complaint is non equivalent replacement? This is about conscenting through misrepresentation. “Upgrade” and “1 to 1 replacement” are material claims. Former Vivint customers should demand clear answers before agreeing. My Vivint equipment was superior, and had I known what I know now, I would've happily walked away without home monitoring support.
Security system woes
So. I've had this Telus security system 2 weeks. It works alright I guess, not happy I had to install it myself but here we are. I was shorted 5 door sensors on my equipment package. 2 weeks ago Telus assured me they would send them out and still don't have them. Terrible service with Telus. Tired of calling and waiting and getting transferred etc etc. I want my sensors. Not a fan of this company.
Control Panel Lithium Battery Bulging!
When the overheating occurred yesterday and the control panel went offline including the radio at the same time; Telus did not call to inform me of this critical failure. It was only today (approximately 24 hours later) that I received a push notification that something was wrong but still no phone call alerting me that the system was completely offline for an extended period. The panel is cool to the touch and after keeping it unplugged for sometime and then plugging it back in, it will no longer power back on. This is the third incident in a short period that made me question the reliability of the Smart Home platform. I called support and expressed that I would like to cancel citing these lapses in security and was told I would have to pay a $700 cancellation fee. I asked about fixing the control panel instead, and was told that there’d be a $200 fee just to come out plus whatever the cost of fixing/replacing the panel happened to be. I was placed on a long hold and the call disconnected. Later I inspected the control panel; the large backup blue lithium battery had bulged so significantly that it bowed the white backplate of the control panel! It’s now buried in a foot of sand in a bucket in the backyard. I’m taking it to an e-waste facility for proper disposal tomorrow. Now my choices are pay $200 plus whatever the cost is of a new panel that is apparently predisposed itself to be the cause of a house fire or cancel and be out $700 but still have a home.
Business Connect account setup incomplete—no access after one week
I am submitting this formal complaint regarding TELUS’s failure to properly set up and provide access to my business account services. I opened a TELUS business account for my mobility lines about three months ago. More than a week ago, I contacted TELUS to add a new Business Connect line. Although the setup was started over the phone, I never received the required account access information. I was not given login details, I was unable to create a username, and I still cannot access or use my Business Connect account. I followed up with the same representative who had previously helped me open my mobility account. I explained that the service had supposedly already been set up, yet I had received no access information and no working account. I was then told that the process had been started by more than one representative, which left the account creation incomplete. I was assured the issue would be resolved last week, but it remains unresolved. This reflects a serious failure in TELUS’s onboarding and customer service process. I entered into this agreement with the expectation that TELUS would activate the requested service and provide the necessary account access within a reasonable timeframe. That has not happened. As a result, I have experienced unnecessary delays, wasted time, and frustration. It is unacceptable that an existing business customer cannot obtain access to a service TELUS agreed to provide. I am requesting immediate resolution of my Business Connect account setup, delivery of all required access information, written confirmation that the account has been fully activated, and review of this matter by an escalation or management team. If this issue is not resolved promptly, I am prepared to escalate the matter through the appropriate complaint channels, including the Commission for Complaints for Telecom-television Services. I request a prompt response and a concrete resolution.
Unauthorized Google Play Charges on Watch Account
I have received google play charges for a transaction on my Telus watch account. I have not done this transaction. There is no history of any such transaction on the google play account nor is there any active or inactive subscription to support this transaction. Basically this transaction does not exist. Telus customer care directed me to Google to ask for a refund. Google support page Https://payments.google.com/payments/u/0/unauthorizedtransactions requires a correlation id to dispute such transactions that do no appear in history. Their page clearly states carrier will provide this id and that this is a required field for raising such a dispute. Telus is now shying away form their responsibility and nopt providing me this correlation id. When the seller (Google Play) shows no transaction and the buyer (myself) says there is no transaction how can the middleman the payment gateway (Telus ) charge me for any thing. If they do, they need to provide a proof of the incident in correlation id. It is impossible that they do not have this Id. Online forums show this is not an isolated incident and hundreds of other customers have reported such fraudulent charges on their watch account. In each case they have demanded the correlation id. Here is the catch many customers have stated that customer care has provide this correlation id to them. So Telus indeed has this id but the customer care agents are too lazy to search for it or have no knowledge that such a thing exists. Telus is looting its customers with fraudulent charges and refuses to do anything about it.
