Telus Mobility
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Category: Electronics
Contact Information
197 Harper Drive. Apt 19, Shediac, New Brunswick, Canada
Phone number: 506 229 5848
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Telus Mobility Reviews
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October 7, 2008
TERRIBLE SERVICE - STAY AWAY FROM TELUS
The Curse of the Pink Pearl:
Excuse the title, however this story is so dramatic it needs something equally rediculous to give it a name!
So it seems the best way to condense 10 months into as short a note as possible, I will have to add some chronology then discuss the details:
- I have been a TELUS customer for 8 years
- December 2007 I purchased a BlackBerry Pearl
- By January of 2007, my phone could not receive Text Messages or even keep Call Log lists and was told via phone Customer Service, to take in my phone and get a temporary replacement while mine was to be repaired. Upon doing so, I was told there was nothing wrong with my phone but that some 'linkages' were not turned on so that I could receive Texts and keep Call Logs longer than a day. Believing the 'expert' behind the counter, I left and had all of one days' worth of a functional phone. The following day, I drove all the way back to the store and had the gentleman give me a temporary replacement.
- Two weeks later, the phone returned and I picked it up only to have the SAME problems two days after taking it home. Livid, I called Customer Service where I was promised I would receive a NEW phone.
- Back to the store I went...only to have the 'expert' chastise me by saying I just didn't know how to work the phone and he refused to give me a new one. After persistence on my part, and calling Customer Service while in the store to back up my story, he was forced to give me a new one.
- Yay! I had a functioning cell phone that could receive Texts, keep Call Logs, and even access the Internet (please note, the entire time I had these complications with my phone, I was never reimbursed one dollar for any of the downtime in service I was paying for).
March 2008, here we go again for the next seven months...the exact same cycle of occurences took place and ended to make a long story short, I went through 5 (FIVE) 'new' BlackBerry Pearl phones and never had one work for longer than a few weeks - again, never - despite rampant complaints - was I reimbursed one cent for the downtime of the services I was paying and had paid for.
October 2008, I am now taking names... :)
After having been through 5 phones and never having gotten the service I was paying for, I demanded that I be allowed to change from BlackBerry Pearl to an HTC Touch...you would think that sounds easy enough!?
Well, after speaking with one Customer Service person named Bonnie, I was told I could go into a TELUS store and change my phone for the Touch. Onward I went...the 'expert' behind the counter told me that the Customer Service was wrong and I could NOT get one. Having taken Bonnie's name, I called Customer Service back only to find that Bonnie was in fact wrong. For me to make the switch, I would have to pay $150 but they would waive the HandHeld Switch Fee, an Activation Fee etc...because these are unique circumstances.
Now here is where it gets really complicated for TELUS...I had just moved from B.C. to Ontario and changed my phone number - for what I am about to explain, you would think this change took Nuclear Physicists to keep track of:
When going back into the store, I gave them the very brief scenario I had experienced over the past ten months and when they pulled up my account using my new phone number, there was NO HISTORY of ANY of the previous complaints, technical issues, dissatisfaction or the PROMISES ensured by their Customer Service team for me trade-in for the Touch etc...
So, now after having been through 5 BlackBerry Pearls, spent literally 33 hours of my life on the phone with Customer Service, and made 11 trips into the TELUS store (all over the last ten months) - no one believes I word I have to say despite being able to name Customer Service I spoke with and even the 'experts' in the store recognizing me from conversations I have had with them directly in the past...so, how does the saga end? I demand to be let out of my contract, but because there is no history in my account profile there is no reason to justify that on their end. Then I demand to have a phone that WORKS based on what services I have been paying for the $150 trade-in I was promised. Again, no history means no deal for me...in the end, I had to spend $250 for a new phone, was charged an activation fee, a HandHeld transfer fee etc...and the creme de la creme...I was billed $10 to have them sync my BlackBerry with the new phone and guess what? Nothing transferred and all my saved numbers, address book, and calendar were lossed. Did they reimburse me for the $10? No! Because in their words "I must not have had the appropriate links set-up in my phone." Which, if you recall back to the first thing I was told, everything has come full-circle.
I paid for 10 months of services I could rarely ever get to use and spent nearly 40 physical hours on the phone and in person plus the GAS money to drive 24 km there and back each visit I made to the store. And all I ended up with is a phone that I had to pay more to get...somehow, I was punished for their shortcomings, failed promises, lack of technical support, and all around pathetic customer service.
STAY AWAY FROM TELUS! STAY AWAY FROM TELUS! STAY AWAY FROM TELUS!
- February 2007,
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October 2, 2008
Rip off artists
I had signed up for a family plan for one year with three phones. I had purchased unlimited text messages, evenings and weekends, etc. I faithfully paid my phone bill every month up until the last two months of the contract when I ran into some financial difficulties. I called telus to arrange a payment plan to pay them back. This was set up, and then the client care representative (read con-artist) starts to talk me into buying a "cheaper" contract for another year. After asking several times if I could make the monthly payments on the outstanding balance as well as the new lower payments for the new contract, I was told repeatedly this was not a problem. Two weeks later I received a call from telus stating that I owed the outstanding balance now. I explained about the payment plan and was told that this was not allowed if there was a valid contract (the new one). I now have to cancel my plan, but they want me to pay a $400 cancellation charge. I feel this is unfair as it was their underhanded, overzelous, and dishonest representative who lied to me. I have spent many hours talking to many people on the phone and never getting anywhere. I am a single mother and my credit rating is being affected, even though I had tried to do what was "right". Telus are a bunch of rip off artists, and they will never have my, or my family's, business again!!
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August 26, 2008
On hold........................
Ive now been on hold for 36 min after being hung up on three times. Total time invested so far today 1 hr and 3 min.
I am still on hold, oh wait ... Have I been onhold that long ? I here a Christmas song now being played. I was able to set up my new email address while I am waiting it is [email protected]. Wow that didn't take very long...40 min... I wonder what the weather is like outside... I am in priority sequence...Tried my new email address, works great...how is this possible... are they really this busy?... wow!...42 min...I am quite pissed off at this point and have almost forgot what I was calling them for. It's about principle now, I am going to keep holding...56 min...
...Avril Lavine...stompin Tom Conners...now I hear That I could be onhold for upto 7 min. and to be patient...59 min ... look the leaves are changing color...@#$@#@...1 hour 11 min...wow I got through...I asked to speak to a supervisor, Im back on hold, ...3 min...6 min...
12 min...no music this time, damn...just dead air, I am waiting for that dreaded fast beep that comes on when youve been disconnected...14 min...
checked my email, paid my bills online, talked to my neibour...16 min...I got through and was very nice to the person ... I started to explain my problems to him in a nice manner, then I got a busy signal --- disconnected @#$#@!@
I am going to the bar to have a pitcher of beer now ! do I go through Bell next ... Im pissed... good luck to all with any big bussiness you deal with in the future...Cam |
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April 25, 2008
Bad Customer Service
According to the Telus Mobility website their offices should be open now, it's 9am now. But when I call and finally get transferred to talk to a real person, the offices are still closed. Dealing with telus is consistently a very very unpleasant ordeal. If there was another cell provider in western canada I would switch but I am trapped.
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April 9, 2008
Scam billing!
My contract ended January 25, 2008. But Telus mobility will keep billing you, unless you phone them to tell them that you are ending your service. Even though the contract is over, and when you were contacted by their customer service people trying to sell you in another plan. I told them I would not waste any more money on Telus mobility.
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February 24, 2008
Service
Despite reading the small amount of complaints about TELUS, I have never had any major issues regarding service. There have been a couple of times where the Rep does not seem to know what they are doing, but it seems evident in the conversation; hence, I end the call and contact them again (another day and time) to speak with someone who can help.
After reading the board re: Rogers complaints, I am glad I trusted my intuition to remain with TELUS. I use to have to deal with Rogers (re: cable service in Vancouver) along when Rogers was combined with AT&T for a while in Canada. They seem to be the masters of marketing to bring in revenue, and that is where it ends. I guess it should come at no surprise that when a company has a large amount of debt that it probably makes cuts with service.
http://www.cbc.ca/money/story/2008/02/22/rogers-4q.html?ref=rss
PS. I am not an employee of TELUS or related companies! :)
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February 11, 2008
Terrible service and rip offs!
I've been a customer with Telus for over 6 yrs now. Just last November I decided to buy a Blackberry because it is essential for the industry I work in. Approx three days ago I discovered my charger wasn't working. I took the phone in to a Telus Service Center at Portage Place in Winnipeg. I was told the charger portal on the phone was damaged, they'd have to send the phone in for repairs. I was then called, approx an hour later and told that they in fact DID NOT send the phones to be repaired, but because there was "physical damage" on the phone, they'd take my phone and give me a REFURBISHED phone in return at the cost of $125!!!
When I asked the manager of the store who's policy this was, he told me RIM. When I called RIM, they told me it was in fact a TELUS policy. When I called the manager back to confront him for LYING to me, I found out that not only did I have to PAY $125 for a REFURBISHED phone, when my Blackberry was only a few months old, but when I got my "new phone", my warranty went from 1 year to 90 days! What a money grab! I will NEVER sign a contract with Telus again, I'm not even able to get my PDA repaired... What a scam.
The Future Is Friendly?? NOT WITH TELUS!
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October 22, 2007
Billing and harassment after cancellation
After being talked into trying multiple 'plans' with Telus Mobility, none of which reduced the monthly cost compared to a landline, I called in July and cancelled my account.
When I got yet another statement in August, I called twice that month and was told I was supposed to talk with a 'cancellation team' and that telling the customer service agent I reached after waiting in a 'cue' for about 30 minutes was insufficient to cancel my account.
When I paid my July statement in August, however, I was charged a $30 'reconnection fee', which I questioned since I was told the account wasn't cancelled.
I have also received statements in September and August although I haven't used my cell phone since July.
The Telus Mobility representative I dealt with during one to two calls in August literally had me in tears and at that point I literally had to ask him to pull me in contact with the 'cancellation team' in order to cancel my cell phone service.
I haven't used my cell phone since July, but the company will be referring my account to a collection agency and affecting my credit rating.
I have had a land line account with Telus for decades. I've never been treated like this by any other service company.
The customer service agents aren't there for customer service; they're marketers trained to technically keep the customer on the hook for more charges.
I have no option but to contact the CRTC about my experience; and I have no doubt that I am not alone. The class action suit regarding the 'Access fee' I've been charged for the years I had my cell phone account are but the tip of the iceberg.
Telus Mobility in my experience is synonymous with corporate coercion and greed.
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October 6, 2007
Billing errors!
I am really upset that Telus Mobility says their computers don't make mistakes and I have again been billed for data services that I never used. Hours of chat line usage that is someplace I have never gone, in the middle of the night when I know my phone is off.
Anyone else have this problem with Telus... Beware people!
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September 20, 2007
Continued billing after cancellation!
I had a 3 year service contract for private cell phone with Telus Mobility. The contract ended and I started using a cell phone through my office so no longer needed my private line. I called to cancel the private cell was told by customer service to: give the account to my kids so they would be safe, give it to my parents so they could be safe, neighbors, etc.
I was then told it couldn't be canceled because I was in the middle of a monthly billing cycle. They continue to bill me for 2 months until I called then back and told them I was not going to pay for a cell phone I canceled and was not using. They told me they would just send the account to a collection agency if I didn't pay, which they did. They threated me with destroying my credit rating. I'm still getting harassing calls for the $40 almost 2 years later. They can get the money when they pry from my cold dead hands. What a horrible way to treat customers. I will never do business with them again.
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