This is the letter I have written to the contact us site on Telus Website. Still I have not received any response after the letter being sent twice.
Please see below:
To: Darren [email protected]: Darren Entwistle, PRESIDENT AND CEO. Thank you for taking the time to listen to my concerns. This is the second letter I am sending you and unfortunately if I do not get a reply I will be forced to contact the CRTC and the Better Business Bureau. I hope I can receive a timely reply this time. As the was no reply on confirmation of my letter last time. I have been a customer since May 17/07. Over the past 8 months I have had good service and experiences with Telus service online and on the phone. My concerns today involve my handset which has been sent in 3 times for repair..ON the following dates: 10/04/2008... 26/04/08... and 28/05/08. Each time my A720 Samsung came back it was not repaired. I sent the phone in 3 times and by the third time I thought it would be fixed or they would have provided a replacement through samsung. On June 12.08 I went into the Milton store to purchase a phone which on my last visit I was told I could get without extending my contract and paying the 2 year contract price. When the clerk who was very good by the way checked she said she wasn't able to do this for me and I had to call telus *611, I called and was offered options by the escalations and the loyalty department which I felt were not congruent to the handset that I have, Also as a result of the luck of having a handset which is definitely a lemon, I do not want to sink my self in to too costly a replacement. The issues with my handset include the following: when I am speaking the caller on the other line can not hear me consistently as my voice frequently cuts out. Also NOW since the third repair the Camera on the phone NO longer works. I am really disappointed with Telus's Repair team as well as customer service. I explained this to Farida from Escalations yesterday (june12)(ext 6703 toronto office) and just received a bunch of rehearsed lines from her. About how that was all she could do or offer me, when she said she was sorry for all the trouble I have been through believe me she wasn't, it was very rehearsed and insincere. I am sure you would just like the facts at this point but I am not happy with the way I have been treated or the offers that have been put forward to me. I really do like my phone minus the problems it has been giving me that is why I have sent it in for repair so many times. I believe that you have the power to offer me a fair option, the phones that have been offered to me are not comparable to my phone and I would like it if you would take time to consider my request of looking into to this. I am a Registered Nurse at Trillium Hospital and have many friends and colleagues this experience has not been good word of mouth and publicity. And I hope in future I can be voicing my thanks and praises to Telus.
Thank You for your time,
Debbie Ramlogan RN.
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