On the night of 15th November 2010, I had the most unpleasant experience with Telus Customer Loyalty and Retention Representative. The situation was all due to a hardware switch for my wife’s mobile phone. Due to the differences in the hardware, the network was also being switched from CDMA to HSPA, and my wife lost certain aspects of the original promotional service plan. However, to mitigate this, Telus gave my wife similar (and in some cases better) service options for free. Problem is that these options were given for a temporary period of 1 year. So, in essence, what was infinite has now become temporary. Having noticed this right away, I called back to see if Telus could at least extend these options until the end of her contract term which would another 6 to 7 months. I was directed to the Customer Loyalty and Retention Representative, and that’s when things went from cordial to hostile to offensive. The L&R rep talked over me, the rep had no interest in hearing what I had to say, only that my option was to pay another $10 to switch back to the older CDMA phone to get back the original options or stay as is. I tried to tell the rep that it was not made clear to me that the additional options would be temporary when I made the switch, but, after I had waited patiently to listen to the rep and I started to talk, the rep would continually talk over me saying that there is nothing that can be done.
If the rep had some patience, respected that we were discussing a business matter which is bound by contract, recognized that we were discussing a matter that had direct affect to my personal finances, and practiced a level of professionalism, given time, I would have come around to understand. Then things got worse when the rep became sarcastic and made joke. The rep asked if my phone was working ok and if I could hear her clearly because the rep felt like she was repeating herself. This from a CUSTOMER LOYALTY AND RETENTION REPRESENTATIVE! And then I asked if she was being sarcastic with me and making jokes, to which she replied “no”. No? Really? I don’t understand how a representative working in the Loyalty and Retention department can be so driven to make a customer dislike Telus. I spoke with five reps that night including the Loyalty and Retention rep, and the other four front line reps were very cordial, patient, and friendly, although somewhat incompetent. The Loyalty and Retention rep was the only one that was hostile, full of attitude, self righteous, sarcastic, rude and unwilling to listen. This could be one of several things, poor training, poor hiring, bad personal day for the rep (which is still no excuse), I was the last call of the day before the rep clocked out and wanted to get off the phone asap (which is still no excuse), or a combination of above. Whatever the reason, I have lost all desire to stay with Telus at the end of the call. Due to the contract, my wife is still bound with Telus for the next year and half, but at the end, we will strongly consider other options. This dislike of Telus was direct result of conversation with Telus’ Customer Loyalty and Retention department representative. Go figure.
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