Post by stephss on Feb 23, 2008 0:36:37 GMT -5
It all starts Feb 6th, and I spoke with a nice and seemingly knowledgeable customer/sales rep who advises me of the same terms that are listed on the website. She also says that I would get the modem within a couple of days, and that there won't be any installation, or redemption process for the computer. The 'automatic download modem' will do it all for me. So, the 11th comes by and a installation tech comes to install the modem (of which I have not received), unannounced - so he left me a card saying he was sorry that he missed me..yada yada. So, I call this gentleman, and he states that everything is working from the outside, so when I do get the modem, that everything should be ok. I asked if he knew when I should be receiving it, and he claims that it isn't his department *snort* and that I should call customer service. So, I do. The gentleman I speak with says that everything that my first rep told me was untrue. I should get the modem after the tech makes sure my installation is done, and that I do need to go to some website to redeem the computer. So, I wait. On the 15th I have another installation tech arrive, and this time my daughter was home to let him in. He gets everything installed, tested with his own modem, and everything is A-OK, except that I don't have the modem. He states that it could take up to 5 weeks to get it, and if I don't get it by the end of this week, to call him and he will make sure I get one. So, here I am today, the 22nd, and still no modem. So I call Shaw, and arrange for someone to come with a brand new modem, on Sunday during the day, and make sure I have internet service. I call Telus to cancel, and I get transferred to their Retention department. I first get advised that I will be charged the same $120 (that is noted in some of the other blogs) for not fulfilling my contractual obligations. I learned that my modem, has been sitting at some Canada Post postal office since the 7th, and she would be happy to give me that information so I can pick it up. She also said that since the service techs were in my house setting up my internet, that I was obligated to pay that penalty. I was also advised that since it was NOT Telus' fault that I didn't get the modem, and it was Canada Posts (as I didn't receive a note stating it was sitting at a post office somewhere since the 7th) that they fulfilled their agreement with me. It was not their fault that there was some kind of communication problem with me and the delivery person. So, I summed up my frustration as this....I was informed that I would get my modem in a couple days of speaking with my first rep, and in that conversation been advised that no tech was going to need to install anything. I didn't make any appointments for either techs (which during my conversation with my Retention rep, she couldn’t find the work order of the second tech, only that he did visit- and I suggested that she contact him and inquire who sent him here, as the second ‘gentleman rep‘ that I spoke with didn’t remark my account), thus I should not be responsible for any installation that they may or may not have done. Secondly, the second rep (the one who couldn’t be bothered to remark my account, but sent the second tech) that subsequently said that I was misinformed by the first one was representing the company, and he should have traced my modem (as my retention rep did) and advise me of the status of that delivery - I would have been happy to pick it up then, it was the 11th. I haven't used the internet service, haven't received the modem, and haven't received the bloody computer. If they want to charge someone a fee, it should be Canada Post, for their negligence in not leaving me a note stating that my modem is collecting dust in some store. I advised, if I was sent a bill, I would contact someone else at Telus, and/or CRTC and complain. I also read aloud the terms outlined on the web, for that promotion, and no where did it state that stupid $120 penalty. End of the story, she claims I won't be charged. We'll see. I am sure I will get some stupid bill with this months internet charged to me (with no usage of course), and even maybe that penalty; and then the fight continues. I forgot why I went to Shaw for all these years, now I clearly remember. Shaw may not be perfect, but they are not total incompetent morons like Telus.