Comments on: An Example of Horrible Customer Service by Telus http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/ Follow Steph through his real estate and business journeys Fri, 03 Sep 2010 15:40:08 -0400 http://wordpress.org/?v=2.8.5 hourly 1 By: Rock http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/comment-page-1/#comment-109052 Rock Fri, 11 Sep 2009 17:55:09 +0000 http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/#comment-109052 NURSE ONE I don't agree with you the least. I had been a Shaw customer for the past 5 years and decided to go with Telus just to save a few $$ during this not to blooming economy. Well I can only say this was the BIGGEST mistake, I should have stayed and most likely will go back to Shaw. While with Shaw my internet service was reliable and always accessible unless there had been damage to one of their lines and honestly I can't remember if that had happened and if no more than once. These things do happen and can't be controlled at times. As for customer service I can say nothing negative. They were always polite and most important they were able to solve the problem. By the way I love the feature Shaw does offer when calling in for CSR. Instead of being on hold for 30-45 minutes they offer to call you back. Isn't that nice one does not have to tie up the phone line just to listen to some elevator music while waiting to speak to someone in the Philippines. Yes all of their technical support centres are located in the Philippines. I do have a problem with companies that outsource their service while their own country has approximately 1.5 million of unemployed people. Even worse is if the company claims it does not outsource due to the fact it can seven between $1600.- $2600. per employee per month. They really insult the intelligence of the public. I've been with Telus for just a week now (and in the process to cancel my service) and have had nothing but issues and frustration. My internet service has been constantly down and unreliable. I've spoken to customer service 3 times and they make me do the same procedure every time without being successfull. The last time the customer service representative just hang up on me in the middle of the conversation. I wrote to the customer care department to bring up my complaint and all I get is an e-mail saying "We are sorry to hear that" . Well that does not do me any good. I've spend hours on the phone in the last week just being on hold and speaking to someone that is unable to help me and still have the same issues. The customer service doesn't listen if you suggest what the problem could be they just ignore and repeat what has not worked in the past. As for the way how we may speak to the perhaps that might be due to the bad service they provide. I had one person on the line I never new if he is still there or hang up on me and constantly had to ask "Are you still there" and he finally paid attention. If I've asked him a question " I will look into this" he would just make this "aha" sound 3 times and not answer. Yes it is natural that people get frustrated and perhaps angry if they are not being taken seriously and laid to. I've always made an attempt to treat the CSR with respect as I know they only do their job but that goes both ways. Another thing about Telus one of the times I called technical support I was transferred to this "Loyalty" (don't recall the exact name) department after had mentioned I will cancel my service. He was polite and spoke to me for a while, during the end of our conversation he promised to call back the next day and have someone access my computer remotely since he could not fix my problem. We scheduled a time for the next day and I'm still waiting for his call a day later. I attempted to contact him by e-mail and he never replied. I also called Customer Care again and they transferred me to what they called the superior technical service. At the beginning of the conversation the person informed me that I would have to pay to speak with him, therefore transferred me to technical services. This was the call the tech. service. rep. hang up on me. By the way the guy of the superior technical support department also advised me that there is also a fee charged speaking to the "Loyalty" department. I told him that I would not pay any charges relating this since I was not informed of it. And I never even had asked to speak to this person I was transferred by technical services without being told to whom I'd be talking to. By the way NURSEONE I will send an e-mail president to let him know of my experience with Telus. NURSE ONE I don’t agree with you the least. I had been a Shaw customer for the past 5 years and decided to go with Telus just to save a few $$ during this not to blooming economy. Well I can only say this was the BIGGEST mistake, I should have stayed and most likely will go back to Shaw. While with Shaw my internet service was reliable and always accessible unless there had been damage to one of their lines and honestly I can’t remember if that had happened and if no more than once. These things do happen and can’t be controlled at times. As for customer service I can say nothing negative. They were always polite and most important they were able to solve the problem. By the way I love the feature Shaw does offer when calling in for CSR. Instead of being on hold for 30-45 minutes they offer to call you back. Isn’t that nice one does not have to tie up the phone line just to listen to some elevator music while waiting to speak to someone in the Philippines. Yes all of their technical support centres are located in the Philippines. I do have a problem with companies that outsource their service while their own country has approximately 1.5 million of unemployed people. Even worse is if the company claims it does not outsource due to the fact it can seven between $1600.- $2600. per employee per month. They really insult the intelligence of the public.
I’ve been with Telus for just a week now (and in the process to cancel my service) and have had nothing but issues and frustration. My internet service has been constantly down and unreliable. I’ve spoken to customer service 3 times and they make me do the same procedure every time without being successfull. The last time the customer service representative just hang up on me in the middle of the conversation. I wrote to the customer care department to bring up my complaint and all I get is an e-mail saying “We are sorry to hear that” . Well that does not do me any good. I’ve spend hours on the phone in the last week just being on hold and speaking to someone that is unable to help me and still have the same issues. The customer service doesn’t listen if you suggest what the problem could be they just ignore and repeat what has not worked in the past.
As for the way how we may speak to the perhaps that might be due to the bad service they provide. I had one person on the line I never new if he is still there or hang up on me and constantly had to ask “Are you still there” and he finally paid attention. If I’ve asked him a question ” I will look into this” he would just make this “aha” sound 3 times and not answer. Yes it is natural that people get frustrated and perhaps angry if they are not being taken seriously and laid to. I’ve always made an attempt to treat the CSR with respect as I know they only do their job but that goes both ways. Another thing about Telus one of the times I called technical support I was transferred to this “Loyalty” (don’t recall the exact name) department after had mentioned I will cancel my service. He was polite and spoke to me for a while, during the end of our conversation he promised to call back the next day and have someone access my computer remotely since he could not fix my problem. We scheduled a time for the next day and I’m still waiting for his call a day later. I attempted to contact him by e-mail and he never replied. I also called Customer Care again and they transferred me to what they called the superior technical service. At the beginning of the conversation the person informed me that I would have to pay to speak with him, therefore transferred me to technical services. This was the call the tech. service. rep. hang up on me. By the way the guy of the superior technical support department also advised me that there is also a fee charged speaking to the “Loyalty” department. I told him that I would not pay any charges relating this since I was not informed of it. And I never even had asked to speak to this person I was transferred by technical services without being told to whom I’d be talking to.
By the way NURSEONE I will send an e-mail president to let him know of my experience with Telus.

]]> By: Sheena http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/comment-page-1/#comment-105288 Sheena Mon, 06 Jul 2009 17:46:19 +0000 http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/#comment-105288 NurseOne, i am not sure who you talked to at Telus, but I have just gotten off the phone with 4 different Telus "customer service agents" all within the same support group. (about 2 hours on the phone) I had asked to speak to a manager SEVERAL times, and the only responses I received were "Managers are not trained to take phone calls" (way to make them sound smart...) or (i like this one) "i do not have the ability to transfer you to a manager, i can transfer you to someone in my support team, but they will tell you the same thing" i had also told them i will be cancelling my plan, to which they replied "sorry to hear that" They would rather loose me as a customer then to pass me to a manager to resolve my issue (mine is a payment issue) I am not sure how you escalated your issue, but it is impossible. Either that, or your issue was a small issue. i have NEVER had a company treat their customers with such rudeness. Telus will never again get my business. NurseOne, i am not sure who you talked to at Telus, but I have just gotten off the phone with 4 different Telus “customer service agents” all within the same support group. (about 2 hours on the phone) I had asked to speak to a manager SEVERAL times, and the only responses I received were “Managers are not trained to take phone calls” (way to make them sound smart…) or (i like this one) “i do not have the ability to transfer you to a manager, i can transfer you to someone in my support team, but they will tell you the same thing” i had also told them i will be cancelling my plan, to which they replied “sorry to hear that” They would rather loose me as a customer then to pass me to a manager to resolve my issue (mine is a payment issue)
I am not sure how you escalated your issue, but it is impossible. Either that, or your issue was a small issue.
i have NEVER had a company treat their customers with such rudeness. Telus will never again get my business.

]]> By: WriterWriter http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/comment-page-1/#comment-92407 WriterWriter Tue, 27 Jan 2009 02:20:44 +0000 http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/#comment-92407 EMAIL The President of Telus! darren.entwistle@telus.com I email him directly every time I have a problem. Suffice to say, I no longer have problems.... EMAIL The President of Telus!

darren.entwistle@telus.com

I email him directly every time I have a problem. Suffice to say, I no longer have problems….

]]> By: sly one http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/comment-page-1/#comment-91602 sly one Wed, 21 Jan 2009 01:29:24 +0000 http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/#comment-91602 NURSE ONE you need a Doctor you are sooooo full of it. You must work for Tellus as real Tellus customers are switching to other companies because HELLUS is the crapiest service and rip off scam artists around. They are corporate bloodsuckers. NURSE ONE you need a Doctor you are sooooo full of it. You must work for Tellus as real Tellus customers are switching to other companies because HELLUS is the crapiest service and rip off scam artists around.
They are corporate bloodsuckers.

]]> By: NurseOne http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/comment-page-1/#comment-91565 NurseOne Tue, 20 Jan 2009 20:16:13 +0000 http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/#comment-91565 Ok Guys ENOUGH..... i had SHAW for years and yes they are a HORROR show 1. They dropped a screwdriver on the motherboard - nothing was done and I had to buy a new computer before the plug and play days 2. They had terrible reception of cable - it was always the house I lived in and funny that - I moved four times while I was with them 3. They rip you till you are blind with their HDD 4. If your cable goes down or hydor goes out you are SOL for phone service 5. They sent my final bill to collections after 45 days - i was told when I closed the acct that there was no outstanding bills they sent it to collections for EIGHTEEN DOLLARS 6. Their phone service was irregular their internet worse depending on where you live it is NOT a direct pipe into your home has to go through a neighbourhood hub first and then farmed to your pipe. TELUS has worked hard in 18 months to clean up CS. It's a committment from Darren the CEO. He actually encourages clients to let him know of the short comings. Now I totally question people when they do not ask for a supervisor or manager to speak to or return their calls. you know I have read these entries and the anger just pours out... is that how you all talk to CS folks They are in call centres listening to complaints so walk in theri shoes for a bit. How would you honestly deal with your anger and venom spewing out?? TELUS mobility is a separate arm of the co. The stores you go to are NOT TELUS employees they are resellers adn are at the mercy of the TELUS mobility. They follow rules too and its NO different than Rogers or Bell. When you call a mobility call centre you are connected in Canada, When you call TV you are connected in Canada, when you call phone service landline you are connected in Canada, when you call for ADSL you are connected in canada AND/OR Phillipines ONLY. If you have TV you never ever call ADSL or landline again ALWAYS CALL TV line. That one trumps them all - your service is rapid and their staff knowledgeable. How do I know this? I too have been through the pain. BUT in the long run I spoke to many many people and ESCALATED when I needed to and along the way spoke to staff in the Call centres and learned some of the mysterious policies and ways that make up TELUS. They have also been through some major changes in their internal systems and standardizing and upgrading so notes are there and not going cyber space. I speak for myself and many many others TELUS is a far better deal compared to SHAW for TV and internet services. Ok Guys
ENOUGH….. i had SHAW for years and yes they are a HORROR show
1. They dropped a screwdriver on the motherboard – nothing was done and I had to buy a new computer before the plug and play days
2. They had terrible reception of cable – it was always the house I lived in and funny that – I moved four times while I was with them
3. They rip you till you are blind with their HDD
4. If your cable goes down or hydor goes out you are SOL for phone service
5. They sent my final bill to collections after 45 days – i was told when I closed the acct that there was no outstanding bills they sent it to collections for EIGHTEEN DOLLARS
6. Their phone service was irregular their internet worse depending on where you live it is NOT a direct pipe into your home has to go through a neighbourhood hub first and then farmed to your pipe.

TELUS has worked hard in 18 months to clean up CS. It’s a committment from Darren the CEO. He actually encourages clients to let him know of the short comings. Now I totally question people when they do not ask for a supervisor or manager to speak to or return their calls. you know I have read these entries and the anger just pours out… is that how you all talk to CS folks They are in call centres listening to complaints so walk in theri shoes for a bit. How would you honestly deal with your anger and venom spewing out??

TELUS mobility is a separate arm of the co. The stores you go to are NOT TELUS employees they are resellers adn are at the mercy of the TELUS mobility. They follow rules too and its NO different than Rogers or Bell.

When you call a mobility call centre you are connected in Canada, When you call TV you are connected in Canada, when you call phone service landline you are connected in Canada, when you call for ADSL you are connected in canada AND/OR Phillipines ONLY. If you have TV you never ever call ADSL or landline again ALWAYS CALL TV line. That one trumps them all – your service is rapid and their staff knowledgeable.

How do I know this? I too have been through the pain. BUT in the long run I spoke to many many people and ESCALATED when I needed to and along the way spoke to staff in the Call centres and learned some of the mysterious policies and ways that make up TELUS. They have also been through some major changes in their internal systems and standardizing and upgrading so notes are there and not going cyber space.

I speak for myself and many many others TELUS is a far better deal compared to SHAW for TV and internet services.

]]> By: David http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/comment-page-1/#comment-74171 David Mon, 13 Oct 2008 20:34:14 +0000 http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/#comment-74171 Hi Paul! I thought I let you know Telus does not take responsiblility for damaging computers when their people say shut down security services and I got in one hell of a fight with them. I also tried to change phone companies and found out in 2007 that Telus interfered with the phone line transfered I kicked them out of my place and told them if they do not admit to these charges they do not get paid. They are very sneaky. I have learned the account was turned over to a collection agency in the last week. I am calling heavy handed and crossed the line. E-mails went to the CRTC and Business Bureau. I am also considering filing charges against Telus because they wrecked my arm as a result of the damage to my computer which I have since replaced. Hi Paul!

I thought I let you know Telus does not take responsiblility for damaging computers when their people say shut down security services and I got in one hell of a fight with them. I also tried to change phone companies and found out in 2007 that Telus interfered with the phone line transfered I kicked them out of my place and told them if they do not admit to these charges they do not get paid. They are very sneaky. I have learned the account was turned over to a collection agency in the last week. I am calling heavy handed and crossed the line. E-mails went to the CRTC and Business Bureau. I am also considering filing charges against Telus because they wrecked my arm as a result of the damage to my computer which I have since replaced.

]]> By: Steph http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/comment-page-1/#comment-49041 Steph Fri, 13 Jun 2008 01:33:48 +0000 http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/#comment-49041 Hi Paul, Just to let you know I removed the contact information of the person you suggested we all contact for potential legal reasons. It's ok to express negative views about a company, but I'd prefer not to specifically direct people to a specific employee (unless it's for very amazing service) on this blog. I hope that you've been having better luck since you posted your comment. Unfortunately you're not the only one to experience serious issues with these service providers. Hi Paul,

Just to let you know I removed the contact information of the person you suggested we all contact for potential legal reasons. It’s ok to express negative views about a company, but I’d prefer not to specifically direct people to a specific employee (unless it’s for very amazing service) on this blog.

I hope that you’ve been having better luck since you posted your comment. Unfortunately you’re not the only one to experience serious issues with these service providers.

]]> By: Paul B. in Vancouver http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/comment-page-1/#comment-48994 Paul B. in Vancouver Thu, 12 Jun 2008 11:00:02 +0000 http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/#comment-48994 First off, after a couple of weeks of going out of my mind at having all 3 services,...phone(simple land line, absolutely no frills!),cable T.V.(1st modem had to be re- placed and the remote still malfunctions!) and Internet(never seen so much junkmail in my entire life!!!)(and all newly installed I might add!),screw up repeatedly.....I got a bit threatening and got finally through to this guy [---Edited to remove contact information for legal reasons---] I didn't know I had so much company, so many fellow sufferers! What in God's name can they be thinking?!? Don't they know the competitions stiff? I'd be interested to know what their market share in the 3 Western Provinces is? I expect it's pitiful, at least in B.C. I think that what gets me the worst is when you talk to somone in customer service or in tech support and they say they're going to do something and it just doesn't get done!! I'd find it impossible to work there knowing I was depending on at least one other fellow employee who I probably don't even know to make good on my promises to customers and also knowing that the chances were good that that faceless fellow employee was just as likely to make a liar out of me! Strange as it might seem, I hope they manage to get their proverbial cah cah together because, for me, at least the rates are competitive and I've no desire to be always shopping the market and having to jump from one provider to another every 3 or 6 months or 1 year 'cause I can't afford not to! First off, after a couple of weeks of going out of my mind at having all 3 services,…phone(simple land line, absolutely no frills!),cable T.V.(1st modem had to be re-
placed and the remote still malfunctions!) and Internet(never seen so much junkmail in my entire life!!!)(and all newly installed I might add!),screw up repeatedly…..I got a bit threatening and got finally through to this guy [---Edited to remove contact information for legal reasons---]
I didn’t know I had so much company, so many fellow sufferers! What in God’s name can they be thinking?!? Don’t they know the competitions stiff?
I’d be interested to know what their market share in the 3 Western Provinces is? I expect it’s pitiful, at least in B.C.
I think that what gets me the worst is when you talk to somone in customer service or in tech support and they say they’re going to do something and it just doesn’t get done!! I’d find it impossible to work there knowing I was depending on at least one other fellow employee who I probably don’t even know to make good on my promises to customers and also knowing that the chances were good that that faceless fellow employee was just as likely to make a liar out of me!
Strange as it might seem, I hope they manage to get their proverbial cah cah together because, for me, at least the rates are competitive and I’ve no desire to be always shopping the market and having to jump from one provider to another every 3 or 6 months or 1 year ’cause I can’t afford not to!

]]> By: WriterWriter http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/comment-page-1/#comment-47655 WriterWriter Fri, 30 May 2008 22:38:10 +0000 http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/#comment-47655 darren.entwistle@telus.com He's the president. darren.entwistle@telus.com

He’s the president.

]]> By: Steph http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/comment-page-1/#comment-44859 Steph Sun, 27 Apr 2008 16:50:55 +0000 http://www.followsteph.com/2007/05/12/an-example-of-horrible-customer-service-by-telus/#comment-44859 Hi, I just read your story and it seems you had a lot of fun. Seven people is a lot to get to someone who can handle the issue. Of course, if you look at their competition it's not much better. And that's why it continues, there are few alternatives. At least for now... Hi,

I just read your story and it seems you had a lot of fun. Seven people is a lot to get to someone who can handle the issue. Of course, if you look at their competition it’s not much better. And that’s why it continues, there are few alternatives. At least for now…

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