Why do they not have good customer service?

[wireless]

I have had an issue with my PVR (needed to be replaced) and had to wait both times almost 2 hours on hold. I think this is very unacceptable for a customer wanting to give them my business. I finally have quit my services


More... (https://forum.telus.com/t5/Internet-TV-Home-Phone/Why-do-they-not-have-good-customer-service/m-p/90392#M18571)