Post by shadowknight on Dec 17, 2010 10:39:47 GMT -5
September of last year, I switched my phone over to Telus and in October, I purchased a phone for my Girlfriend.
As a background note to this story, I am a veteran technical support worker on the blackberry line for T-Mobile in the states, so I know how the device works, where the stickers are and how to pull the devices apart and put them back together again without it showing.
In April, my Girlfriend's phone, a blackberry curve, started freaking out. I checked the water damage stickers and everything was cool there. I then re-flashed the software to default using the app-loader provided by blackberry, but I was not able to solve the issue. We reported the issue to customer care who said to visit the store. We visited the store near by and the associate took the phone to the back for around 5 to 10 minutes while we waited in store.
When he came back he reported that there was nothing he could do as the phone was water damaged and then proceeded to show us the pink sticker, which was previously white, under the scroll wheel. I voiced my complaint to which I was told that there was nothing they could do about it and that I would need to purchase a new phone to continue the phone services at full price. The dealer suggested that I could call customer care to see if a deal could be worked out.
So I called customer care right there in the mall we were in and notified them about the situation. They advised that there was not much they could to, I had a contract and they had to follow what the associate was saying in regards to the device. They actually suggested I go back to the store and put the associate on my cell phone to talk to them for a minute, but nothing panned out of it.
Telus would not even cancel the contract so I was now stuck with the $400 ETF fee, though the phone was fine before we took it in store. This is a fee I still to this day refuse to pay as this was not me ending this contract, but Telus breaking it through a shady practice. Over the course of the next few weeks, I started experiencing dropped calls and lousy reception on my cell phone.
Again I called in to customer care and was told, as I live in an apartment building, that the drops and signal issues were simply part of the CDMA signal issues that anyone would experience in my shoes. I advised that the issue needed to be looked into and they needed fix it quickly as I could not survive like this. At this time my cell was my only phone and customers needed to reach me.
I was told that it would be some time before I would have my issue fixed as they would need to have multiple reports from the same zone in order to improve signal, but die to the fact I was in an apartment building, there was not much they could do to fix the issues. I advised that I wanted this noted on my account and that if the issues should happen to occur, we would need the cancel the plan. The agent agreed and advised that they could prevent the ETF fee as it was a technical reason behind why I was voicing my concern and that I all I would need to do is begin a port of my number to the new company.
So a few weeks go by and I still get the errors. I contacted support again to advise that I could no longer bear the dropped calls and signal problems. I advised that I was going to start the porting process right away and reminded them to honor the previous rep's advice of the cancel of the ETF.
A few weeks later I am surprised to receive a bill from Telus asking for the ETF for now 2 phone plan cancellations. So, I pay off a little bit as this time I am on a budget. The following month I receive a letter from Telus asking for payment in full totaling over $1000.
So I contact them and voice my concerns, but for some reason they can not access my account. I ask to speak to a supervisor. The supervisor states they could not access my account and there is not much they can do. I ask them to phone me when they are able to access accounts again so we can get this issue looked into.
I am not called back. I call customer care again and immediately ask to speak to a supervisor. The last thing I want to do is talk to a pion who is going to go through everything with me again. So talking to the supervisor after about 15 minutes of fighting with the rep about how I needed to speak to a supervisor and refusal to be transfered, I am finally talking to a supervisor which tells me there is no notations on the account of my previously voiced concerns and I would need to pay the amount. I advised that I would not as Telus broke the contract and I was entitled to not pay.
I was again advised there was not much they could do. A few weeks ago, I received a letter from their blood hound of a credit recovery team. I was working nights and my Girlfriend, who was on the Telus account and knew the Pin, tries to contact them. They would not speak to her, they become rude on the phone and hang up on her.
At this point I am livid, so I file a report with the BBB in regards to shady practices (which is still pending).
No rest for the little guy.
I'm not paying you Telus!
As a background note to this story, I am a veteran technical support worker on the blackberry line for T-Mobile in the states, so I know how the device works, where the stickers are and how to pull the devices apart and put them back together again without it showing.
In April, my Girlfriend's phone, a blackberry curve, started freaking out. I checked the water damage stickers and everything was cool there. I then re-flashed the software to default using the app-loader provided by blackberry, but I was not able to solve the issue. We reported the issue to customer care who said to visit the store. We visited the store near by and the associate took the phone to the back for around 5 to 10 minutes while we waited in store.
When he came back he reported that there was nothing he could do as the phone was water damaged and then proceeded to show us the pink sticker, which was previously white, under the scroll wheel. I voiced my complaint to which I was told that there was nothing they could do about it and that I would need to purchase a new phone to continue the phone services at full price. The dealer suggested that I could call customer care to see if a deal could be worked out.
So I called customer care right there in the mall we were in and notified them about the situation. They advised that there was not much they could to, I had a contract and they had to follow what the associate was saying in regards to the device. They actually suggested I go back to the store and put the associate on my cell phone to talk to them for a minute, but nothing panned out of it.
Telus would not even cancel the contract so I was now stuck with the $400 ETF fee, though the phone was fine before we took it in store. This is a fee I still to this day refuse to pay as this was not me ending this contract, but Telus breaking it through a shady practice. Over the course of the next few weeks, I started experiencing dropped calls and lousy reception on my cell phone.
Again I called in to customer care and was told, as I live in an apartment building, that the drops and signal issues were simply part of the CDMA signal issues that anyone would experience in my shoes. I advised that the issue needed to be looked into and they needed fix it quickly as I could not survive like this. At this time my cell was my only phone and customers needed to reach me.
I was told that it would be some time before I would have my issue fixed as they would need to have multiple reports from the same zone in order to improve signal, but die to the fact I was in an apartment building, there was not much they could do to fix the issues. I advised that I wanted this noted on my account and that if the issues should happen to occur, we would need the cancel the plan. The agent agreed and advised that they could prevent the ETF fee as it was a technical reason behind why I was voicing my concern and that I all I would need to do is begin a port of my number to the new company.
So a few weeks go by and I still get the errors. I contacted support again to advise that I could no longer bear the dropped calls and signal problems. I advised that I was going to start the porting process right away and reminded them to honor the previous rep's advice of the cancel of the ETF.
A few weeks later I am surprised to receive a bill from Telus asking for the ETF for now 2 phone plan cancellations. So, I pay off a little bit as this time I am on a budget. The following month I receive a letter from Telus asking for payment in full totaling over $1000.
So I contact them and voice my concerns, but for some reason they can not access my account. I ask to speak to a supervisor. The supervisor states they could not access my account and there is not much they can do. I ask them to phone me when they are able to access accounts again so we can get this issue looked into.
I am not called back. I call customer care again and immediately ask to speak to a supervisor. The last thing I want to do is talk to a pion who is going to go through everything with me again. So talking to the supervisor after about 15 minutes of fighting with the rep about how I needed to speak to a supervisor and refusal to be transfered, I am finally talking to a supervisor which tells me there is no notations on the account of my previously voiced concerns and I would need to pay the amount. I advised that I would not as Telus broke the contract and I was entitled to not pay.
I was again advised there was not much they could do. A few weeks ago, I received a letter from their blood hound of a credit recovery team. I was working nights and my Girlfriend, who was on the Telus account and knew the Pin, tries to contact them. They would not speak to her, they become rude on the phone and hang up on her.
At this point I am livid, so I file a report with the BBB in regards to shady practices (which is still pending).
No rest for the little guy.
I'm not paying you Telus!