Telus Internet Service / Customer Service Terrible & Disorganized
I have never had such poor customer service from a company as from Telus in Vancouver, BC, Canada recently. I have to put this in writing. It’s totally unacceptable.
When we moved recently I phoned Telus 3 weeks prior to our move to have the Internet set up the day of our move. The Internet is so important in our life, that not having it would be really challenging.
I phoned and set everything up. On the day of the move, no one came. When I phoned to inquire, they had no record of it. The said they would see what could be done, and that they would call me back within the hour. They never called back.
I called the next day to follow up. Again they had no record of my call from the previous day. They were very sorry and said they woul have someone out by Tuesday. Nicole stayed home all day. They didn’t come. Again I phoned, again they said they didn’t have any information. I threatened to leave (and I would have) and they said they would send someone out after 5pm the next day, as I wasn’t prepared for either of us to take another day off.
I received a phone call in the morning saying that they were at the house, and we weren’t there. They had no record of the “after 5pm” request, which by the way, had been confirmed the previous day in another phone call.
Again I had to go over the whole storey. They offered me 3 free months of service. They said someone would be there that day after 5pm. And guess what! They came!
They couldn’t hook us up, but it was a reasonable explanation and the next day the very nice man came back to finish the installation as promised, and even called to confirm it had all be done – giving me his phone number if I ran into trouble.
Then the bill came. The promissed free months were not on the bill. And guess what, we had a phone number – only I had made it very clear on the first phone call, the second, the third, the fourth, and to the fellow who came to install the Internet service that we did not want or order a phone number – just the Internet. I called. Guess what!? No Record of anything on file. Amazing! The lady listened to my storey, but didn’t blieve it. I had to threaten to leave agian for her to give me the disount. I couldn’t believe it. She did everything short of calling me a lier. She removed the charges from the bill.
Now, fast forward 3 months. Our Internet connection stopped working. I called. I set up a repair person to come on Sunday. We waited all day. Nothing. No phone call. Internet still didn’t work. I called at 5pm (the latest they were supposed to come) and they said to wait until 7pm. We waited. Still nothing.
I phone again this morning… They said we didn’t answer our phone (which we were sitting beside all day) and that we didn’t have voice mail (which we do). They said they would rebook the repair person.
I said I was done. I’ve had it. I’ve never experienced so much disorganization from a company in my life. Never have I been treated like I was the one who was making up stories. I can’t believe that a company could operate like it does.
I have set up for the account to be cancelled. We are going with Shaw – at a higher price mind you, but I’ll pay for service any day.
Wow!
