wireless
06-27-2017, 02:58 AM
I would share my recent customer service experience and ask forum users for their thoughts.
I am relocating in July. On June 15th I contacted retentions to discuss options. Since I did not have a confirmed residence in my new location I decide to have my service discontinued on July 19th. On June 19th my service was disconnected. Over the next 30 hours, I spent in excess of 7 hours on the phone or waiting for a callback. My service was finally reconnected the evening of the 20th.
This evening I spoke with a customer service manager to indicate that I had experienced the poorest customer service that I have ever had. Their solution was to give me a credit that does not even cover one month of service.
I then asked about when I would receive the boxes that would allow me to return my 6 rent devices. The agent told me the boxes would be sent when the service was disconnected. I was quite taken back by this response considering that I will be leaving the province. I was told to take the devices with me and ship them when I get to my new home. The other option is to find boxes, create the necessary shipping documentation myself and get tracking info from Canada Post.
I find the compensation offer for 7 hours of my time considering the problem was caused by a Telus employee and the fact they send the return boxes after the services are disconnected and I am no longer living my present address unacceptable.
Any suggestions in regards to options would be appreciated. I would like to have someone above a customer service manager review my file but it appears that is not an option.
More... (https://forum.telus.com/t5/Internet-TV-Home-Phone/Worst-Customer-Service/m-p/74031#M12065)
I am relocating in July. On June 15th I contacted retentions to discuss options. Since I did not have a confirmed residence in my new location I decide to have my service discontinued on July 19th. On June 19th my service was disconnected. Over the next 30 hours, I spent in excess of 7 hours on the phone or waiting for a callback. My service was finally reconnected the evening of the 20th.
This evening I spoke with a customer service manager to indicate that I had experienced the poorest customer service that I have ever had. Their solution was to give me a credit that does not even cover one month of service.
I then asked about when I would receive the boxes that would allow me to return my 6 rent devices. The agent told me the boxes would be sent when the service was disconnected. I was quite taken back by this response considering that I will be leaving the province. I was told to take the devices with me and ship them when I get to my new home. The other option is to find boxes, create the necessary shipping documentation myself and get tracking info from Canada Post.
I find the compensation offer for 7 hours of my time considering the problem was caused by a Telus employee and the fact they send the return boxes after the services are disconnected and I am no longer living my present address unacceptable.
Any suggestions in regards to options would be appreciated. I would like to have someone above a customer service manager review my file but it appears that is not an option.
More... (https://forum.telus.com/t5/Internet-TV-Home-Phone/Worst-Customer-Service/m-p/74031#M12065)