Telus and a royal mess up

[mamid]

To: [e-mail], [e-mail], [e-mail], [e-mail]
Subject: Home installation gone horribly wrong

Dear Telus Executives,


My wife and I have been loyal Telus customers for over a decade now. In the past we have regularly advocated for Telus in regards to our friends and coworkers. However, a series of events have occurred in the past few weeks that have decimated our confidence and loyalty in the Telus name to the core.


On July 24, 2008, my wife made the first of several contacts to your Customer Care division to arrange the movement of your Telus services and the addition of Telus TV to our Internet and phone services. We were assured that there would be no problem at all with this and our services would be in place at our new address on August 1st. We moved into our new residence on August 2nd and immediately discovered that we had no services at all. My wife called from another's phoneline and was told that due to the long weekend, the phone and net services may be a tad late in being activated.


Since that time we have had many contacts with various levels of your customer service and things have gone from bad to worse. What should have been a simple move has turned into the cancellation of our account by your people without our consent or request. We have had to go 2 weeks without any phone service at all, we have lost email addresses that we have had for nearly a decade. We use these emails for e-commerce and the loss of these has impacted us directly.


Our service installation consists of a cable strung from the junction box on a pole in through our window. The line is not grounded and was sitting loose on our floor until we put it into a Rubbermaid box ourselves for our children's safety. Now, in the past few days we have received two, separate, notifications of additional services subscribed to at other addresses. Locations that we have never had any connection with and services we did not authorize.


This situation has gone from annoyance to infuriating to farce and now is beginning to move to possibly criminal. Use of our identity for services we have not authorized is an offense. If this had been a single event we would have dismissed it as we were advised to do. Two, in such a short time is suspicious. None of your employees are willing to take responsibility for any actions, nor are they willing to correct our issues in a timely matter.


We request and demand the following:


1) Both of our original email addresses fully restored to our use: (redacted)@telus.net, (redacted)@telus.net
2) A proper and complete physical installation of required Telus hardware in at least two locations: living room and master bedroom.
3) Cancellation of any services under our names at any location other than our billing address.
4) That we not be charged for any services at any other addresses other than the services at our billing address.
5) That an internal investigation be undertaken to determine how our names were used for services not at our billing location.
6) Suitable compensation for this complete material breach of your service contract with us.


Telus has until September 20, 2008 to satisfy these requirements. Failure to do so will result in the following consequences:


1) Complete cancellation of all Telus services.
2) Publishment of this entire fiasco on www.consumerist.com
3) Follow up complaints to the CRTC and other regulatory bodies.
4) Contact with news media regarding these events.
5) Application for legal remedy via the Small Claims Court of British Columbia.
6) The loss of us as customers as we switch to your competitor, Shaw.
7) Other remedies as we see fit.


We request and require your immediate attention to this matter.

Yes, those are actual Telus executive emails.

And no, the problem hasn't been solved. Dev, excutive customer services, phoned just before labour day and said he'd get back to me the Tuesday after labour day. I'm still waiting. Someone else, a woman, from customer services phoned and still nothing has been done. I'm getting harrassed by "Welcome to the Internet" phonecalls from Telus, yet our second email still doesn't work.

And yes, I have photos to prove the connection is messed up and just a coil of wire on the ground. Second letter in a bit...

[mamid]

To explain this just a bit... My reply to their email is at the top of the message, not the bottom, like I usually do them. Those are active emails for telus executives. We have the names of at least 10 of them and picked the CEO/President and a few of the others to send an Executive Email Carpet Bomb as described by The Consumerist. Not that its helped.

To: CCSS BC Customer Services Feedback <[e-mail]>, [e-mail], [e-mail], [e-mail], [e-mail], [e-mail]
Subject: Re: Other Track:01CUSOTH (KMM16257426I13L0KM)


Shaw didn't need to disconnect any of your jacks to do their installation - they installed their own, brand new jack, which comes off of one of their cable jacks. If anything, theirs is professional and was done quickly. There are at least 5 telephone jacks in this trailer and none of them are interconnected. The Shaw technician went over the trailer with a fine tooth comb finding all the phone and cable jacks he could and checking them all.

You will find included a picture of the Telus Installation. Your technician ran a cable from the pole, along the outside of the trailer, in through the window, and left a coil of telephone cable, With Exposed Wires, on the floor which is my telephone connection.

Now, tell me exactly why I should continue to use Telus when no one in your company is willing to take responsibility for the continued foul ups? On September 22, if this is not resolved to my satisfaction, or at least in the process of being resolved, I will be seeking satisfaction through the courts.

One of our email addresses we had is still "inactive" - (redacted)@telus.net. We have been asking for 38 days now for someone at your company to reactivate it.

This could have all been prevented if your agents had left our email addresses active in the first place, instead of cancelling our account. We had access to an open wifi node and were able to download our email. We would have been happy to wait for one of your technicians to come out to do a proper installation then. During a previous move, your company allowed us to maintain (redacted)@telus.net even though we did not have any phone or internet services. Your company has caused us enough grief that we don't want to be your customers anymore. We have been loyal customers for over a decade in one form or another, we both feel as if no one in your company cares.

I have been patient. I have compromised. I have moved my date for filing back a month. I have waited for someone to come and fix the installation. I have waited 38 days to have both of our email addresses active and functional.

I am wondering if I am going to have to board up that window in order to heat my home and secure the premises? Does Telus even care anymore? Your technician has left my home without any security. What if we get broken into through the window that the telephone cable comes through, what then? You have offered me no compensation.

(address etc redacted)


At 07:28 AM 12/09/2008, you wrote:

Hello

Thank you for your e-mail.

I do see that you still have service with TELUS for 604-540-4000. There is both telephone and internet service that should be working in your home. If Shaw has come into the home they have now disconnected our jacks and they will not work without an installer visit to reconnect them. If you would like to cancel your TELUS services you may or we can have an installer revisit the home for you to fix the jacks and wire issues that were taking place in your home.

If you would like to cancel your TELUS services we can offer you e-mail only option which would allow your to retain your two email address stated in your message. We can reinstate those email accounts for you once a decision has been made to if you would like to keep your TELUS service or have an email only service.

We do value you as a client and would like to retina your business. We offer a variety of offers that may be available for you. You may contact us at 310-2255 or send an email to offer your decision.

The tracking number of this message is: 5697676


Regards,

Rachelle
TELUS
Client Care Support Representative
Consumer Client Operations

the future is friendly

+Prices quoted are subject to change.

******************************************************************
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Original Message Excluded:
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Gotta love their boilerplate. Now all I need is a place to put up those pics of my phone connection. Whatever. Next Monday, I file.

[mamid]

Okay... a supervising manager has "taken charge" and is in contact with my husband about what is going on. Apparently, because there was an account open at a different address in our name and then closed it could be a breech of privacy. He is tracking it down. Can we say "lawsuit"? I knew you could.

The installation is... in. sorta. we didn't get a second jack in our bedroom. And if we are going to get Telus TV, their tech is going to have to rewire everything.

[pukeextract]

Wow.
What a horror story.
I certainly hope all goes well for you and you get rid of TELUS A.S.A.P!

[bellpower]

want to leavce telus without cancelation fee?? you want to have a cheaper rate plan?
want more detail email me at [e-mail] or 514 420 7620

[bee]

how does telus even compete with shaw ? everything about shaw is great, friendly, convenient fast, quality, qualified and amazing.