Wednesday, April 8, 2009

Telus Mobility Customer Service Sucks

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Anonymous just put this comment on 12 of my posts, so I figured I'd dedicate a whole post to him/her! Cheers Anonymous!

telus mobility is the worst company ever to deal with ... there customer service is horible, they put people on the phone that has mental problems to deal with .. there is never a manager around to talk to ... I do not know why I stayed with them for so long ... over 15 years ... everytime I write a ba post they DELETE IT ... but I just signed a three year contract with them and had problems for 3 month with my phone and the features on it .. when I talked to 6 different people asking for a new phone .. they tell me that I signed the contract already and they can't do anything for me

30 comments:

Ashley said...

I agree .. TELUS CUSTOMER SERVICE IS CRAP!
I have delt with Telus for about 6 years and every phone I have had , has problems! I call their CUSTOMER SERVICE and EXPECT to be satisfied instead of ending up being IRRATE!
I work for a huge company and OUR CSR make our CUSTOMERS happy.! THIS IS WHAT TELUS should do for their CUSTOMERS!!!!!!!!
ya right.. IN MY DREAMS!

Anonymous said...

I understand now why people say Telus is a HORRIBLE company. I am thankfully not in a contract any more so as of this month I am done with them. They are unethical to say the least. They try to look so sweet with all the baby animals on their ads, but they are more like a angry lion to deal with- not a baby lamb- like their ad campain would have you think. I would never recommend Telus to anyone. NEVER.

Anonymous said...

been with telus for 10 or 12 years . just bought a new phone and contract at a telus authorized store . the sales person didnt give all the details and now iam having problems with the phone .it was 7days old and they wanted me to pay shipping and wanted my credit card #and i said f...you .this is the worst service i have ever seen . telus wont do anything cause it is not there store . PHONE EXPERTS reddeer alberta .

Faisal said...

telus knows how to catch customer by saying statements which they never do. They give you lot of credit upon signing but take more than multiple back on the very next bill. And even their customer service every staff says diffrent things on one issue. I stuck up for three years with this grappies.

Anonymous said...

TELUS is a pleasure to deal with. The only problem is they're moving all their customer service offshore. Canadians don't seem to have the patience for non-native English speakers.

The only other problem I can see is actually the customer. You have to be able to speak their language, which is a lot easier if you have a technical background. Just saying "it doesn't work" or "it just stopped working, I don't know what happened" is of no help to anybody.

Before you phone in, retrace your steps. Did you drop the phone in a puddle? Did it fall from a height of more than 3 feet? What happened right before it stopped working properly.

Anonymous said...

I have been with Telus for over a decade putting up with thier hidden charges and over and above billing, for the plan that a "service advisor" took the time to call MY HOUSE and change my plan to "suite my needs" better. I am one of the unfortunate souls that has been cought in the Alberta oilfied crunch (no sob story) and I think I'm going with Bell... F*^! Telus!

Anonymous said...

I been with telus for over seven years and have 5 phones with them.
due to the contract being cancelled on one of the phones, and me making arrangement for monthly payments these idots ant telus have suspended services on all my phones insisting that they need payment in full
Their call centre is in Guatemala North America and its impossible to speak to one of the Managers /Supervisors
If you need to speak to one of these so called Managers my info is taken and Ishould wait to receive a call within 24 - 48 hours
Furthermore each time you call after a long wait you speak to anew person each and you need to explain your whole story again
According to the TOP 100 companies in BC Telus has been number 1 for the past couple of years
I WOULD NOT RECOMEND TELUS TO ANY ONE THEY ARE A RIPOFF OF A COMPANY

Anonymous said...

Marj said: I recently was in a serious accident and injured. I have no landline only my cell phone. While dealing with doctors and lawyers already telus cut off my phone. Reason being is: 2 moths ago they took 2 payments directly off of my visa. After visa returned one payment to my card- telus cut me off. I will pay in person from now on but here is the thing to make my current payment and re-activate my cell I have to send a money order or a certified check to Ontario!!!!!!!!!!! -I live In BC. They would not let me pay them cash directly at the telus office here! I am bed ridden and need my phone and all of the contacts for the accident have my disconnected number. Thanks telus, when this all started because of an error that you initially made.

Anonymous said...

TELUS SERVICE IS THE WORST I HAVE EVER EXPERIENCED. After dealing for several years with other providers I don't know what I was thinking to switch over to TELUS. What a HUGE mistake. Multiple issues in every area and absolutely NO CUSTOMER SERVICE. Once signed up, they turn their backs and file you for lost. CRTC should be taking a much closer look at this company on the services they are supposed to be providing and are obviously not, and yet still charge users for services not received. One would think that is a breach of contract?
If breached then why pay out the contract?

Anonymous said...

Mobility isn't open 24 hours a day.
They fucking FAIL!!
Fucking faggots....

mj said...

MJ says:THE TELUS MOBILITY SERVICE AND ANDRES AUDIOTROMICS combined at the same location in Castlegar have the most atrocious customer service we have ever experienced. From supplying wrong information about their cell phone plans,quoting a phone should be under warranty, then saying if its not their will be a $50. fee ending up to be $100. s
Saying a repair will take 2 weeks, i havent seen my phone for 2 months. Blatant rudeness when i inquire about my phones location. Shop local i dont think so cant wait for our contracts to expire. GOING TO BELL FOR OUR NEXT PHONES. TELUSSUCKS.NET

Anonymous said...

I AGREE WITH ALL THE COMMENTS I HAVE HAD MY PHONE 3 MONTHS AND IT HAS NOT HELD A CHARGE FOR MORE THAN 6 HOURS AND THAT IS WITHOUT USING IT. I HAVE GONE TO THE OUTLET WHERE I BOUGHT IT 3 DIFFERENT TIMES AND THEY WANT ME TO PAY 25 DOLLARS TO SEND IT AWAY TO BE FIXED. DREAM ON. THEY ALSO TOLD ME THAT IT WAS ONLY GUARANTEED FOR 14 DAYS FOR A REPLACEMENT. DOES NOT SAY THAT ANYWHERE ON MY CONTRACT. I AM TAKING THIS TO MY LAWYER.

Anonymous said...

I have found that if you have a complaint keep asking for "YOUR SUPERVISOR" and when you are frustrated to the breaking point you might actually get a brain on the other end
In lots of cases never but keep trying as in one case all my pay and talk phones now have a 1 year expirey on cards and I dont pay 30 cents for standard rate either

Anonymous said...

Have 3 Blackberry Storm cells (1st version) I have a horrible time with dropped calls, I also have problems with the texts showing they are from people they are NOT! I have talked to Telus so many times those numbers are wore off on my phone, and they say too bad you are off warranty (despite my complaints all the way through!) DO NOT BUY BLACKBERRY OR USE TELUS MOBILITY. And I hope people will link this to every site competitors especially you! If you want me to give a personal review or promote yours email me, you could call me personally but 780-808-5935 almost never rings!! Hope Telus finds out the true cost of not looking after bad products will cost more than some good cells! TELUS MOBILITY has TERRIBLE CELL SERVICE. Kevin Ramsay

Anonymous said...

I am very upset at the customer service for Telus. I have purchased a television package from Telus on a 2 year contract which started in November. The boxes freeze constantly. I learned to live with that. They called me last week and twisted my arm to receive free box upgrades. They turned off my cable on the expectation that a tech would be here to fix it. No one calls or shows up for my noon appointment. I called customer service 4 times. Waited on hold for no less than half hour each time to be hung up on 3 times of the four. I am canceling my service tomorrow morning and will have to pay $200.00 cancellation fee. My bad, I should not have bought anything from Telus!!!! I have learned my expensive lesson. DON'T PURCHASE ANYTHING TELUS.... EVER!!!!!

Anonymous said...

I have been without television since Monday and it is now Saturday. I may be enjoying the silence but paying for services I can't use really burns me. They were ovecharging me for 2 years and when I called them they offered me a free upgrade and cheaper services. Great! They scheduled the tech for Monday he showed up on Tuesday, said he had to come back Wednesday, didn't show again until Thursday, said he wasn't done and needed to come back Friday. Its Saturday and I have spent over 4 hours on the phone with Telus. Every time it is a different answer and the latest is that the upgrade was cancelled for some reason and they will need to arrange for a tech to come to my house. The hardware is here and there has been a tech here but I had to explain that to them. he said he would phone back later today and hopefully it will be fixed. Not good enough!!! Good luck getting paid from me... Hello Rogers!

Anonymous said...

WHAT customer service?????

Even went to a store to talk to a Telus 'customer service' representative. I use that term loosely. No help, talked down to me like I was an idiot, didn't know crap. Nice. Thanks, Fido! I will be dealing with you for now on...

Outsource Call Center said...

Oh' that was really bad! I think they need to do something. Customer service isn't about being perfect. Customer service is about making things right, not just the immediate problem, but the root cause. And it is totally about listening to the customer. Thanks for sharing.

-mel-

off at 10 said...

Don't ever think of talking to an Agent at night, there are none!

S said...

Telus is horrible! Today i received my phone bill and i almost had a fit! when I called to speak with customer service about these charges that i have no idea about and was not sappose to be charged, they said i should be careful what i do with my phone?!WTF! i have the blackberry social network plan and they charged me for internet. HOW THE FREAKIN HELL DO I GET CHARGED FOR INTERNET IF ITS LIMITED TO APPLICATIONS. NOT SITES, APPLICATIONS! AND THEY DENIED CREDITING ME BACK THE 1000 THAT THEY CHARGED ME! im taking this to BBB. its freakin ridiculous, and they need f****g support 24/7 like any other phone company! and with people who freakin speak english!

Anonymous said...

A couple years back I bought a phone with a three year contract. After a month, the phone started acting up by turning on the internet every time I opened the phone. I went to them to see if I could replace it, they said no. So then I asked if they could disable the internet, they said no. I paid $200+ phone bills for two years before I marched in there and demanded they at least disabled my internet. They said "Oh, why didnt you ask us before? We could have done that when you got your phone!" Of course you can imagine how thrilled I was after that comment. I explained to them that they wouldnt let me disable the internet on my phone and they simply said, "Oh, you must be mistaken. You can disable your internet at anytime."

After paying $4800+ in phone bills over the course of two years on an LG Chocolate Flip? That is ridiculous. So after 6 months of paying the proper $60 dollar phone bills like I should have, I upgraded to a Blackberry and now have $50 dollar phone bills. I should have learned to stay from Telus and went with something better, but I needed a Blackberry and Telus had em' for cheap.

Dylan said...

I had a Horrible experience with there 24 hour customer service line. The first time I called they said they would call me back when it was my turn in line. 45 minutes later they called but when I picked up they just hung up. After waiting another half hour they could not fix my problem. A couple days later the same thing happened when i was put on hole for 30 minutes only to have a woman say hello and then hang up. after calling back I finally go another person after another 30 minutes only to hear them say they have to transfer me and while i was on hold the telus automated machine came on telling me to pick my languange which meant they sent me back to the start. The people Telus hires are taught to drop calls and must have horribly management because there service is absolute garbage.

Keith said...

Telus sucks dead goats.

I boutght an HTC Desire end of Nov. Skip dec, xmas, and all that. Called Feb 14th to mention the terrible calling range, ie I can't use the phone in my own house, in town. Weak signal dropped calls, etc. a response was sent to the email. Never heard anything. Sent another mail yesterday. Got an email response saying to call them. I did. All they do is say we don't make or guarantee the phones, we don't guarantee our network, in fact, for all you are paying for TELUS could turn it off tomorrow, and you WOULD STILL HAVE TO PAY FOR IT!

Any class action suits against them yet?

April- Lethbridge Alberta said...

Ok so Im glad I found this blog on time! I was actualy googling to get the Telus Mobility number, Im currently through Rogers and I cant say many bad things about them as Ive never really experienced anything to horrible (although I know a few who have) but I was considering getting a cell from Telus, simply only because we already have, landline, TV and highspeed through Telus with no complaints on my end, so I figure, meh why not go with a cell too.....so in googling for telus's mobility contact info I ended up surfing in here....Im thinking twice now on the mobility thing :s

cornell said...

I agree Telus sucks,when roaming you must call in and they will put a package together,thats fine.But at the end they said its only good for 1 month and i have to call in every month,i am away for 6 months and i wanted it for 6 months.I ask the girl what the reason is for this ,she could not answer.Obviously they want to forget and then they can charge the outragious roaming fees

Anonymous said...

This is to all the happy customers at telus,I too was very religious to telus until I got caught in their web of lies,FALSE names,ext. numbers that don't exist,promises they will call back,THEN the TRICKY BILLING,more like customer unserviced.If I were to run my business like that,for sure iwould be losing customers,but do they care?Figure it out.They have been taking my money for so long,this is the end of the line.Can't wait for the open skies which is coming and let the AMERICANS come in and then let FRIENDLY TELUS cry.Dealing with people over the counter is dealing with DOOR KNOBS.THEY were well trained,wonder the school is.Using animals just discredits them.Sad.
FOR FRIENDLY TELUS GERRY

Anonymous said...

Had a bad experience (again) with Telus. We are on a 3 year contract (1.5 years left)and wanted to upgrade to Nexus phones. We had contact with Koodoo for the phones, then went to Telus to inquire if they would match it. The person at Telus store in Mall contacted Telus loyalty department Friday and a rep said yes. They were out of phones that day so went back Tuesday when phones arrived. Telus store person contacted Telus rep and rep said it would cost us $300 per phone (total $600)and minimum $50 per month data charge to change contract. No way!!!
Also had Telus Optik TV, internet & phone for 2 months this summer. It took 4 different technicians 2 weeks to finally get workable service in our home. Then it took almost 3 weeks to get my wife's e-mail working. I paid the $200 penalty to get rid of the Optik service. Chalked it up to very bad experience.

Anonymous said...

Had a bad experience (again) with Telus. We are on a 3 year contract (1.5 years left)and wanted to upgrade to Nexus phones. We had contact with Koodoo for the phones, then went to Telus to inquire if they would match it. The person at Telus store in Mall contacted Telus loyalty department Friday and a rep said yes. They were out of phones that day so went back Tuesday when phones arrived. Telus store person contacted Telus rep and rep said it would cost us $300 per phone (total $600)and minimum $50 per month data charge to change contract. No way!!!
Also had Telus Optik TV, internet & phone for 2 months this summer. It took 4 different technicians 2 weeks to finally get workable service in our home. Then it took almost 3 weeks to get my wife's e-mail working. I paid the $200 penalty to get rid of the Optik service. Chalked it up to very bad experience.

Anonymous said...

I have been a customer of Telus/Clearnet for over ten years. Background, I had a very old phone (it had an antenna) and I decided to upgrade just before Christmas. I am on a “pay-as-you-go” with a monthly top of $10. Since I rarely used my old phone, I had a sizeable amount of money stored in my account—nearly $400. Over the holidays, when I realized that I couldn’t text, I contacted Telus to set up text messaging. I was informed that I would be charged $0.25 per text. I wasn’t concerned because I had such a substantial balance that I thought I would be fine for well over a year. (As a 44 year-old who has never texted before, I knew that I wouldn’t be sending an exorbitant amount of text messages.) When I went to send a text two weeks ago I couldn't. I sent Telus an email wondering why the service disruption. When I received no response by Friday morning, I checked my account online. It was at $0.02 and there was a statement saying that I had made 1579 text in less than a month. I immediately called Telus and was told that all the charges were legitimate. I responded that I had neither the time nor the inclination to send or receive 1579 texts during this time. He refused to concede the overcharges. I then called the Telus store where I set up my account and that rep told me that they are probably charging for every ATTEMPT to send or receive the text. So they could be charging me one or one hundred times to successfully send or receive one text. I double-checked and he was correct. Telus was charging me for every ATTEMPT and the charges were outrageous. $10 to receive a “smiley face”? He said to try calling again as Telus should reverse the charges and not charge for attempts but charge only once. He also advised to keep calling until I spoke with someone "nice". I called back to Telus again. This customer service rep was even worse. I asked to speak with a manager and was told that I would have to wait several hours. I hung up & called the store rep again—was told to come in and he would attempt to get Telus to change their mind. I went. Telus rep told me that could not do anything except offer me a month of free texting. I informed him that this was unacceptable as I had just lost the equivalent of a year of texting & that he was telling me something completely different from the previous day. I asked how I was sending text messages every 1 second. I showed him that the afternoon that I had sent an email to Telus, through my home computer, about not having service and not being able to send or receive texts, that I had apparently sent 80 texts even though this was impossible as my account was at $0.02 after Telus raided it. From there I launched formal complaints with CCTS and with the BBB. After Telus was notified by CCTS and by the BBB, I had follow up emails and calls from Telus that were rude, condescending, hostile and cajoling. I just got off the phone with a representative who told me that they could not share the details of any possible resolution until I admitted that I was wrong and that all the charges were valid. I refused. CCTS and the BBB have been useless. The BBB wrote me, and I quote, "Canada is a free market society, businesses are free to charge whatever price they feel is competitive. Consumers are required to research their options and protect themselves, regarding pricing of products and services" while the CCTS, after I informed them that I was done trying to resolve the issue with Telus wrote that I had to provide Telus “with a reasonable opportunity to communicate with [me] to attempt to resolve the matter." Apparently 2 trips to the Telus store and about 10 phone calls did not provide them enough opportunity to resolve my complaint. For me, I choose to give my hard-earned money to a consumer-friendly business. Bring on telecommunications reform in Canada and break the stranglehold that the big three "providers" have on Canadians.

Anonymous said...

An update to my previous comment, I just received the following message from another Telus rep:

"I regret to hear that you were not able to come to a resolution with my colleague. I want to give you a good understanding of where things stand so you can make an informed decision as to how you could proceed from here.Given where we are in the process you have two options, the first is to reconsider and accept the proposal Ms. ###### made to you which was to credit back $335.65 onto your prepaid account out of the $395.65 that was charged. The second option, you can let the CCTS take over and have them conduct their own investigation into this matter. Once the CCTS concludes its investigation and renders a decision, both parties are obligated to accept it and the case will be considered closed.
I would also like to mention that in the event that you choose to proceed with the CCTS the offer that was previously made by TELUS will no longer be available as the CCTS takes over the investigation. TELUS would simply wait for the CCTS’ decision and act based on the verdict.I hope this helps.
I’ll wait for your decision before notifying the CCTS."

I replied that they can send me a cheque for the amount as I had originally requested in my complaint to the CCTS and I made note that at no time had the other rep offered anything to me. Instead she attempted to get me to admit (while I am sure she was recording the conversation) that all of the charges were legitimate and that I had made the 1579 texts myself.

Beware of Telus!

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