I was with my uncle when he had bought his laptop and telus internet stick. The guy at London Drugs that sold us the laptop told us that the telus stick was not compatible with windows7 so we asked him to write the specs for the comuter and we took that to the telus store (guilford) and asked the salesman there if the stick was compatible with that laptop. he reasured us it was and I asked him to confirm on a peice of paper to take back to the salesman at Longdon Drugs.
He did so we took it back to London Drugs and purchased the laptop and the telus stick. My uncle lives in Aldergrove and I live in Surrey. We see one another every few months. He had never used a computer before he is 65yrs old.
I showed him simple steps how to work the laptop and get on the internet with the stick and email. everything worked fine. he took it home and used it once and put it aside. a few months later he tried to use it again with no luck and called me saying that his computer is not working it wont connect to the internet and if he could come by for me to figure it out. I tried and it would not connect to the internt.
I looked up telus internet tech support contact on my computer and called them. After explaining the problem to him he told me that the stick was not compatible with windows7 and to take it back to the retailer.so we took his computer and the stick to the telus retailer were we bought it.they would not look at it and told us that all they do it sell us the stick and that was it..any problems we had to call the client support number they gave us with all account info.
so we went back to my house and called. Jerad was the man we had spoke to and I had told him what tech support had said aswell as the retailer and he then procceded to tell me it had been 5 months and it was our fault that we didnt figure out the problem within 2weeks to a month then maybe they could of done something about it. I let him know that there has been little to no activity on the stick as he was not able to connect.
He said there was nothing he could do about it that we were stuck with it or cancel the account and pay $400.fee. I said that was rediculus.so I let him go and phoned back 5min later to speak with someone else. after an hour on the phone trying to figure out how to fix the problem we couldnt and the guy put us over to techsupport again. spoke to Alex there for a few hours again trying everything possible to get it working (you can see his notes on file) with no luck.
His last suggestion was to call Sierus Wireless. So I did that also and spoke to Jason we trouble shooted everything again and he confirmed it was uncompatible and to try another company's stick so we tried the Roger's stick and it worked great. tried it a few times today and it sitll works good. I called back to telus customer support and let them know the current activities and he said there was nothing else they would be able to do and had to speak to head office to cancel account with no penalty and to reimburse my uncle for all his payments he has paid for the last 5 months not being able to use the stick. My uncle has a cell phone with Telus with no problems and dosnt want to fued with Telus over this situation.
I know that the 5 months him having the stick seems to be the problem with him canceling his accout with it. Well he is 65yrs old with bad site and hard of hearing never using a computer before this attempt so please take in to concideration the situation you are putting him in. I am upset that all this has taken place and has stressed everyone out. I dont think he should have to pay monthly for a product that is never going to work for him. The telus retailer should have never sold it to him in the first place.
I did receive an email back from head office stating that they are sorry and could do nothing and to call client support back with any further concerns.
I called client support back and they suggested they mail him a new stick and for me to mail the one we have back to them at my expense. I said not going to happen. I asked them to cancel his account and/or reimburse him for the past 5months they took payment for a service never rendered. She said no they can not do that and they will not do that. Either he pays monthly for a service he will never have or pay $400. to cancel his account.that is the bottom line. I told her I would contact you as well as the local news how they are ripping off seniors and it is unexceptable.
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