Post by newname on Oct 29, 2010 17:52:21 GMT -5
Thankfully I only have a one year contract with Telus. Each experience I've had with Telus' customer service has been painful. First, they did not show up when they said they would for a TV service install. They were supposed to come between 12:00 and 2:00 pm. The installer came an hour before he was supposed to, when I wasn't home, then didn't leave me a phone message even though he had my number. This left me waiting 8 hours on a weekday for him to show up.
When the installer was an hour late, I called customer service. The creepy guy who answered OFFERED ME PORN with no suggestion whatsoever from me (what if my mom had called?). To be clear, I have never purchased porn. He either wanted to make me feel uncomfortable so that I would hang up, or he wanted to see what I was into and talk about it. He also told me that the installer was on his way and would be there within 3 hours.
When the installer was 4 hours late, I called customer service again. This guy told me the installer was off at 8:00pm, so he would come by then. He refused to say Telus was doing anything wrong by making me wait 6 hours so far. I said it was clearly poor management to be up to 6 hours late for an appointment. He didn't think so.
So I waited until 8:00 pm. The installer called me at 8:00 and said he was already there and it was all my fault.
The next day I called Telus and actually talked to a representative that was respectful and concerned about how I was treated. He assured me that it was not Telus' policy to offer porn to unsuspecting customers. He said it was unfair that I had to wait 8 hours, was rudely lied to, and still had no internet or TV. He kindly offered me free services for my troubles. The thing is, he said he could only offer so much at one time. He said, for now, that he would give me one free month of all the TV channels. He made an appointment to call me in one month and extend my services. I was pleased with my treatment.
Today is one month and one week from when I talked to him. I called Telus once again and explained my situation. The woman I talked to (Christine) did not believe a word I said. She told me that everyone gets a free month of all the channels when they install a new service. She offered me some movie channels for three months. I told her that I wasn't interested in free stuff, I was wondering if she could put me in touch with the last person I talked to. She said there was no way to find out who that was. Later, she contradicted herself by offering to send him an email. The entire time she was antagonizing; she did not believe any of my story. She indicated that it was pointless for me to be calling. I asked her to send the email to the man in question and then said goodbye. For the record she didn't give me any of the free services.
I expected Telus to be late for the installation. I did not expect this outrageous fallout.
When the installer was an hour late, I called customer service. The creepy guy who answered OFFERED ME PORN with no suggestion whatsoever from me (what if my mom had called?). To be clear, I have never purchased porn. He either wanted to make me feel uncomfortable so that I would hang up, or he wanted to see what I was into and talk about it. He also told me that the installer was on his way and would be there within 3 hours.
When the installer was 4 hours late, I called customer service again. This guy told me the installer was off at 8:00pm, so he would come by then. He refused to say Telus was doing anything wrong by making me wait 6 hours so far. I said it was clearly poor management to be up to 6 hours late for an appointment. He didn't think so.
So I waited until 8:00 pm. The installer called me at 8:00 and said he was already there and it was all my fault.
The next day I called Telus and actually talked to a representative that was respectful and concerned about how I was treated. He assured me that it was not Telus' policy to offer porn to unsuspecting customers. He said it was unfair that I had to wait 8 hours, was rudely lied to, and still had no internet or TV. He kindly offered me free services for my troubles. The thing is, he said he could only offer so much at one time. He said, for now, that he would give me one free month of all the TV channels. He made an appointment to call me in one month and extend my services. I was pleased with my treatment.
Today is one month and one week from when I talked to him. I called Telus once again and explained my situation. The woman I talked to (Christine) did not believe a word I said. She told me that everyone gets a free month of all the channels when they install a new service. She offered me some movie channels for three months. I told her that I wasn't interested in free stuff, I was wondering if she could put me in touch with the last person I talked to. She said there was no way to find out who that was. Later, she contradicted herself by offering to send him an email. The entire time she was antagonizing; she did not believe any of my story. She indicated that it was pointless for me to be calling. I asked her to send the email to the man in question and then said goodbye. For the record she didn't give me any of the free services.
I expected Telus to be late for the installation. I did not expect this outrageous fallout.