More Telus arrogance

[Joey Lindstrom]

OK, here's what happened:

At the office where I work, a new employee got himself a Telus Mobility phone a few months back. The nature of his job is such that he uses up a *LOT* of minutes. Initially, we had him on the "Talk 100" plan, which gave him a bucket of 1000 minutes. First couple of months, that was OK, but after a while he regularly began to exceed this.

The problem is that the overtime minutes are charged at a whopping 25 cents per minute (despite the fact that the first 1000 minutes are charged at only 10 cents per minute).

I had a quick look through the available plans, and found that the "Talk 150" plan would give us 1500 minutes for $150 (the same 10-cent rate) and that any minutes over and above that amount would only be charged at 10 cents (not 25).

I called up Telus Mobility and made the necessary arrangements, specifically asking the question "does this take effect immediately?" I was assured it does.

Sure enough, when the next bill arrived and our employee had gone way over the 1500 minutes, we discovered that Telus Mobility had entered the change to take effect starting with the NEXT billing, and that on THIS billing they'd dinged us 25 cents per minute over the 1000th minute (as per the OLD plan).

Needless to say, I phoned 'em up!

I was told that I'd agreed to the new plan taking effect on the next billing date. I explained politely that they were full of shit, that I specifically asked for this to take effect immediately and was assured that it would.

Eventually they relented, and granted a credit which worked out to well over $200.

On the next bill, this showed up as "Good Will Adjustment".

Good will? A good will adjustment is when they give you a credit in order to keep you happy, not because they actually were not owed the money in the first place.

Good will? Good will my *ASS*, you bunch of arrogant pricks!!!

[telusemployee]

Just to throw my 2cents in.
Rate plan changes are done on bill cycle dates to avoid proration...

The Goodwill code is used since we did not owe you that credit, therefore it was our choice to credit you this amount of money.

sorry you feel so bitter towards Telus.

[Joey Lindstrom]

telusemployee said:

Just to throw my 2cents in.
Rate plan changes are done on bill cycle dates to avoid proration...

The Goodwill code is used since we did not owe you that credit, therefore it was our choice to credit you this amount of money.

sorry you feel so bitter towards Telus.

We were not told at the time that the rate plan change would take effect on the next billing cycle. In fact, because I suspected that this might be the case, I asked specifically: does this take effect immediately or on the next billing? I was told "immediately".

Given that the terms I agreed to were "immediately", Telus did indeed owe that credit, because the mis-billing was contrary to the terms of the oral agreement. It's a little thing called "contract law" and it requires that both parties agree to the same terms. Telus can't say one thing and then do another, without my consent.

I do see, though, why "Goodwill" was chosen. Because if Telus hadn't extended this "Goodwill", our good will would have been lost - and we'd have switched to another carrier immediately. Boy, can't wait for wireless number portability.

Bitter towards Telus? You bet. Go back to the main website and read some of the horror stories. This isn't a case of some crank who had one dispute with The Big Company and decided to make a mountain out of a molehill. This is someone who has had a large number of crappy experiences with Telus (and AGT before them) and has decided enough is enough.

I know staff at Telus. They agree - there is a segment of that company that is arrogant beyond belief and still operates as if it were the monopoly phone company. That attitude, more than anything, is at the heart of why this site exists.

[stickmansteve]

hey Mr telusemployee....

I worked at a mobility retail outlet for three years... When dealing with any of the csr's, a simple request (on my or the customers behalf) asking that this change (whatever the change may be), to make it effective immediately would be honored. One the single time this did NOT happen whilst i was working there, the customer came in screaming at me - a simple call in had the charges reversed.

So yeah, when requested, they CAN make the changes immediate.

TIP: cant get the response that you want when you call regarding your cell phone issues?? dont ask for a "manager"... ask for "client retention". they have more power and are willing to work a bit harder to keep the customer. if your a small time customer (less than $100/month), dont expect too much. telus doesn't care about you, your circumstances or how shitty the quality of their phones/network is.

Switch to Rogers - you'll be much happier, but keep in mind ALL cell phones suck!!!!! just some suck a tiny bit less than others.

[smelus]

Having drowned my cel phone in the Hot Spring in the Canadian Rockies, I knew I would have to shell out for a new phone. I thought I would be smart and go to a Telus Store in the local mall, where I could talk to someone in person.

I bought the LG245 (BAD idea...even a Telus Rep said there were many problems with this model). I paid $25 to activate the phone, and $25 to change the phone number since I just moved from the next town.

I had a minor issue come up and had to call *611 for something, and I was told by the Rep that I could have bought the phone, took it home and activated it online for $10!! Oh, and the number change woulda been the same amount, but since I MOVED - there should have been NO CHARGE for the number change!!!! So I was just informed that I was screwed out of $30 to $40 right off the bat by going to the store in person.

So much for dealing with someone face to face.

Now, the latest issue is the p.o.s. phone gives me the 'Forbidden 403' error message when i try to get online, since I just changed my plan so I can IM, check Email, etc. on the phone.

They said it will be fixed in 48 hours. Sure enough, I got a text message from them stating the issue had been resolved.
"From TELUS. Our records indicate that your issue with Ticket (***)1034 has been resolved. Thank you for choosing Telus. Mar 19. (2007)."

I was stoked. But wait....403 FORBIDDEN?! Still??!! I called back right away. Now I have a new ticket number - and this one was escalated 3 times!! I was told on the second of 3 calls (and escalations) to *611 that the techs were working on it. It was never fixed. Finally I was told on the third call, that I should have been told on call #2 that the fix-it was to take out the battery for 6 hours, and THEN Internet would work on my cel. Then the Rep bribed me with 3 free ringtones after I made sure I was not getting charged for the Internet services on the phone.

It took a few days for me, since I work ON CALL and can't afford to take out the battery, especially over night. But I finally had a chance while I was on the the job...6 hours and 15 minutes later...FORBIDDEN 403. So much for those 3 free ringtones eh?

I made a fourth call and was told they would give me a new phone, if it convinced me to stay with Telus. I was happy for about 3 seconds. "But you have to sign up for a 2 or 3 year contract to get this new phone." Firstly, I JUST bought this new phone 3 months ago to replace the one I drowned. Secondly this phone is garbage and, Oh yah! The warranty!...I was just told on every call to take it in to the store and they will send it away to get it fixed. Today I was told I would have to take it to the store I bought it from....which is 7 hours from where I live now. So I am screwed.

And all I have is 14 months left of a 3 year contract. At this point, I just want to end it all!! "$260 to buy out the contract." (Oh taxes are extra, so more like $300). But it's less than visits to the psychiatrist, so I will consider it an investment in my mental health, and wash my hands of the Telus name completely. CHEERS TO SHAW DIGITAL!!!!!!!!

[smelus]

Now to choose a cellular service provider that actually provides SERVICE!

[dude6565]

Telus sucks...they lied to me...this is not my opion it's the truth. their customer service are morons. on several Occasions they tell me one thing then do another. I don’t think they enter the information they give out. I make it a habit to ask the same question at least 2 times to avoid any misunderstanding but many times they screw up. Half the time the client care don’t know what they’re talking about. I WILL NEVER DEAL WITH TELUS AGAIN but since I’m stuck with a 3 year contract I have no choice. What a bunch of pricks. I WAS LIED TO BY A TELUS CLIEND CARE PERSON THEN I WAS INDIRECTLY CALLED A LIAR AND WAS MADE OUT TO BE A MORON. I asked for a written contract but they refused me one. Is that legal???Thanks Telus but you can now take your services and stick it up ur asses.

[dude6565]

Instead of sitting here complaining what can we do about this?? Someone has to have a solution to this. Why can't Telus what they promised? If Telus client care promise one thing and cannot deliver what can we do as customers? We can't let them get away with this.

[bcjimbo]

when a contract is drawn, the sections included should be honored by both parties. I have been with telus for about 8 years and three contracts. The most recent contract I cancelled because telus employees don't have the time or the training to argue about contract terms. Please for the sake of your health, do not sign a contract for any term with telus, once you are in, that's it, now your on "their turf". If one party acts outside of a contract, the contract is void. Do not let call center employee's push you around. Use the contract to your advantage, read it through, find faults and get out. Also try asking for a copy of the contract, if they can't provide you with a signed copy, then you may not be bound by contract. If all else fails lie your ass off, say that you've had numerous dropped calls and that you will not pay for a service that your not getting. A telus employee may try to save the account by refusing to argue, then you say "I have had shitty service for months (remember call in a few times so they build a record of complaints) and I'm not paying anymore. Also when dealing with any business calls like these record your conversation. Get a in-line telephone recorder, they are the cheapest and start to record the abuse from these telus guys.