On the night of 15th November 2010, I had the most unpleasant experience with Telus Customer Loyalty and Retention Representative. The situation was all due to a hardware switch for my wife’s mobile phone. Due to the differences in the hardware, the network was also being switched from CDMA to HSPA, and my wife lost certain aspects of the original promotional service plan. However, to mitigate this, Telus gave my wife similar (and in some cases better) service options for free. Problem is that these options were given for a temporary period of 1 year. So, in essence, what was infinite has now become temporary. Having noticed this right away, I called back to see if Telus could at least extend these options until the end of her contract term which would another 6 to 7 months. I was directed to the Customer Loyalty and Retention Representative, and that’s when things went from cordial to hostile to offensive. The L&R rep talked over me, the rep had no interest in hearing what I had to say, only that my option was to pay another $10 to switch back to the older CDMA phone to get back the original options or stay as is. I tried to tell the rep that it was not made clear to me that the additional options would be temporary when I made the switch, but, after I had waited patiently to listen to the rep and I started to talk, the rep would continually talk over me saying that there is nothing that can be done.
If the rep had some patience, respected that we were discussing a business matter which is bound by contract, recognized that we were discussing a matter that had direct affect to my personal finances, and practiced a level of professionalism, given time, I would have come around to understand. Then things got worse when the rep became sarcastic and made joke. The rep asked if my phone was working ok and if I could hear her clearly because the rep felt like she was repeating herself. This from a CUSTOMER LOYALTY AND RETENTION REPRESENTATIVE! And then I asked if she was being sarcastic with me and making jokes, to which she replied “no”. No? Really? I don’t understand how a representative working in the Loyalty and Retention department can be so driven to make a customer dislike Telus. I spoke with five reps that night including the Loyalty and Retention rep, and the other four front line reps were very cordial, patient, and friendly, although somewhat incompetent. The Loyalty and Retention rep was the only one that was hostile, full of attitude, self righteous, sarcastic, rude and unwilling to listen. This could be one of several things, poor training, poor hiring, bad personal day for the rep (which is still no excuse), I was the last call of the day before the rep clocked out and wanted to get off the phone asap (which is still no excuse), or a combination of above. Whatever the reason, I have lost all desire to stay with Telus at the end of the call. Due to the contract, my wife is still bound with Telus for the next year and half, but at the end, we will strongly consider other options. This dislike of Telus was direct result of conversation with Telus’ Customer Loyalty and Retention department representative. Go figure.

My daughter lost her phone while running around the neighbourhood. So I call Telus who I know for a fact can find a phone within a dozen or so feet. But no they won't tell me. I am the account holder. Why not?

For the love of God Wind mobile come to Halifax to save me from these evil doers.

This is a unanswered email from Telus

ATTENTION ONTARIO PREPAID CUSTOMERS
If you are having a issue with sending and receiving text and picture message call them and complain it is known to them but they are still selling the broken service to ONTARIO CUSTOMERS

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Hello Darren or anyone who receives this..

I am writing to you in hopes to get some things changed. First off I have to say you have the worst customer support I have ever seen and being in the customer service field for 20 years I can say that the service level is at about 1 of 10,

Problem:
I have been buying text250 for my phone since Feb 2010 and it hasn't been working we are trying to run a small business and have lost customers due to lack of communication due to the failure of the text message service. I have made many calls and and have been lied to several times by customer support and technical support all giving my different lies to what the problem was. I cannot send a text more then 109 characters and if i try it fails and I have to write the whole message again. So this has me sending multiple texts wasting my time and money. Also when someone sends me one more then 109 characters it comes in as MMS and tells me to go to telusmobility.com/snap to retrieve the message with no option to download to my phone Forcing me to go to a internet connection and download the message really this is unacceptable. Last week I had workers on a job site sending me pics of a important work related issue the bloody thing again came in as a picture message and had to be downloaded so being on the road at the time I had to go to a internet cafe pay more money for something I already paid for and download the picture and would also like the mention the page was down couldn't login to the TELUS site for 20 mins.

Reasons Ontario wide outage(why sell service that doesn't work agent replied i don't know), I may have dropped my phone, Rolling hot pockets in downtown Ottawa, My phone model has issues (why sell phone that doesn't work)

Resolution Wait till its fixed we do not guarantee any of our services so we will not be compensating you for anything. I was told to shut up and be quiet and promised call backs twice and no reply this happened during calls to customer conflict team REALLY they are the most ignorant people I spoke to even the front line agents weren't as rude.

I want to be compensated for this... I cant believe your company treats people like this I have monthly plan with Bell and never had problems I went to TELUS for the pricing biggest mistake of my life I am looking for another phone right now for my daughters birthday was going to go with TELUS but not now I will buy her Rogers phone better plans better service...


My question is WHY ARE YOU SELLING A SERVICE THAT YOU KNOW ISN'T WORKING, I HAVE BEEN TOLD THE SERVICE DOESN'T WORK RIGHT IN ONTARIO IT IS A KNOWN ISSUE AND THEY ARE WORKING ON IT SO IF IT KNOWN WHY SELL IT ONTARIO PEOPLE ARE GETTING RIPPED OFF...

Darcy Petersen
Web Designer / Owner
[email protected]
www.2nerds.ca

My mobile bills have increased by approx. 100% over the last 6 months (to about $75./mo - 1 phone)). I do not have long distance access. I do not normally exceed allocated minutes. No change in usage patterns. Unexplained charges. I do not use texting but am charged for it because someone (with riddles and contests) is texting me. I have brought this to TELUS' attention but bills continue to increase.

I have been a long time customer of Telus Mobility. I had a great plan on my phone but of course if I wanted to update my phone I had to change my plan. I was willing to do this for one reason only. I was offered a great plan at a great price. Well I guess if it's sounds to good to be true it must be.
The new plan I was offered was thru customer loyalty and retention because customer care couldn't help me. My old plan included unlimited internet which Telus doesn't offer anymore. Well the new offer was 6 gigs of data along with a variety of other add ons for less then a 100.00 dollars per month.
I went in yesterday to buy a new phone, these phones were on back order and couldn't be purchased before then. I purchased the HTC Desire. Well first they didn't want to give me the 6 gigs because the offer expired but after telling them to just forget the sale and my signing a new contract they decided to give it to me. This took about an hour. Then I was quoted a price for everything offered in the new plan of 89.36/mth. Well after the papers are signed and the phone transfer complete they are charging me 125.00/mth for the same services I was quoted at a lower price. Whatever happened to the benefit of the doubt going in the customer's favor. Whatever happened to standing behind your word. I am not impressed with the service. And even after talking with Loyalty and Retention they are saying that's not what they said or maybe I just picked a price. Well I didn't pick a price it was quoted to me from a loyalty service rep.