Re Telus account 819 208 1101
As a long-standing customer with Telus – I am appalled and dismayed with the tone and attitude received when inquiring about customer service “solutions.”
My Apple iPhone does not work, happened yesterday November 14 2011. I went to Apple where they know customer service and the value in treating customers well.
I was told at Apple that the iphone is beyond repair and also beyond its warranty (200 days beyond its warranty). Fair enough. Yet, they still were willing to replace my iphone with the same model for a respectable price. They also suggested that I contact Telus to confirm what they could offer since my iphone was no longer functional and that my contract was with Telus and has been with Telus for more than 3 years.
When I lived in an area (Wakefield, Quebec) that had no high speed services, I opted for an Air Card – also with Telus. This was renewed through an incentive special that Telus had in Februray 2010 – again another contract for 3 years. I now live in the city and have not needed the air card since July of 2010.
I enquired about cancelling the air card in July 2010 when I realized I no longer needed that access and was told – that the cancelation fee would be about 300.00 so I just reduced the air card package to the bare minimum – because Telus left me with no option – other than to pay for services I do not use or need – instead of trying to work with me to come to a solution.
Now that my iphone does not work and Apple suggested seeing what Telus could do, since Apple deals with customers they of course felt that I would be offered some sort of compensation since the iphone is beyond repair.
Telus said it would cost me 280.00 to cancel the air card (and I was told that I kept jumping around issues). I merely enquired to see 1) I need to buy a new phone 2) I would stay with the 3 year contract of Telus and even renew for 3 years if they could provide some sort of compensation / service3) since I now need a new phone, I would also see about the package (contract) and try and transfer – or at least work out something fair for both sides. I felt the level of frustration and irritation from the customer service client representative increase. I was accused and told that I was not honouring my contract and asked what kind of company would let (me) just cancel contracts without any penalty. I expect some sort of give and take in the relationship.
Now I am formerly lodging a complaint against Telus. I am left with no phone – an air card that I have been paying for – for more than 1 year that I do not use or need – and now Telus refuses to come to a mutual understanding and conciliatory agreement with a long-standing customer.